Shipping

Everyday, we work hard so you have a better overall experience.  The shipping process is vital for us, and we keep investing on it to make it better.

We are all-in to make it perfect for you: We want you to have a seamless, transparent, easy and peaceful shipping experience, providing you with the peace of mind and confidence of always knowing the exact status of your package.


We work with world leader shipping systems and infrastructures to give you the following benefits:  

  • Unification: We offer you the power of end-to-end tracking. You will be able to know the exact status of your package, through all the shipping stages, from the factory to your home.

  • Precision: With a single tracking link we give you as soon as we ship plus our dedicated interface where you can check the status of all your orders, you will be able to know the last minute update of your order in a very simple and intuitive way.  All the information is automatically pulled from professional governmental entities and world leaders private shipping carriers.

  • Real time updates: Besides giving you the tools to check the exact status on demand, we automatically send you an email and a sms (you can opt in for facebook messenger updates too) everytime the position of your package updates.

  • Lightning fast: All our systems work seamlessly to make the most important thing happen: You get your package between 9-16 business days.

And of course, we are always here with you, in every stage of the process, to answer your questions and support you with anything you want.


In the following questions, we aim to provide you with all the information you need. Hopefully, you understand all the mechanics of our shipping process. 

FREQUENTLY ASKED QUESTIONS


Pre-purchase questions

Do I need to create an account to buy? 

Absolutely not

You definitely don’t need to create an account to purchase in our store! You can order as many times as you want only submitting your shipping and billing information at checkout. 

Where do you send your products from? 

Our business is located in the United States. We also have headquarters in Spain.We are online retailers: our products come from trusted manufacturers in China. 

Where do you ship to? Do you ship worldwide? 

Yes, we do. 

The majority of our customers are in the US, Australia, Canada, UK and Europe, and we keep growing!

What shipping method you use? 

Epacket: A revolutionary shipping system

For most countries and zones, especially US, Canada, Australia and Europe, we use Epacket. 

It is an agreement between China and a lot of countries: The goal is to send light packages fast and securely while providing end-to-end tracking. 

It was created as an agreement between governments to improve the efficiency of international trading. 


The tracking service included with Epacket deliveries pulls information from the three stages of the shipping process:  

  • When the package is in China: China post takes the packages from the factories to the international shipping port. In this stage, Epacket system pulls the information from China Post. 

  • When the package is overseas: This is the fastest stage of the product.It’s not possible to track the exact location when the product is overseas, but Epacket will log the shipping date an hour, pulled from China Post. 

  • When the package arrives to your country: From the arrival to the post office to your home. In this stage, Epacket will pull information from the country’s post office (Canada post for Canadians, USPS for the US). You will be able to track the status of your package with our provided link and interface, and you will also be able to use the countries post office website (USPS for US, Canada Post for Canada, Australia Post for Australia, etc).  

Epacket advantages summarized: 

  • Unification: Epacket pulls the information from all shipping stages, so you can know the exact status with only one link and interface .So, with a single tracking link and interface we give you as soon as we ship, you will be able to know the exact location of your package. 

  • Highly secure: Epacket is an agreement between governments. The security standards are set high. The shipping of your package will be handled by trusted entities, like USPS and the Canadian Post. 

  • Lightning fast: Epacket was created for efficiency and speed. You will get your products fast with no cost for you. 

35 countries support the ePacket option. This is the full list of countries per continent:

  • America: United States,  Canada, Mexico and Brazil. 

  • Europe: Netherlands, Austria, Belgium, Sweden, Switzerland, Hungary, Denmark, Estonia, Finland, France, Gibraltar, Israel, Luxembourg, Italy, Spain, Portugal, Greece, Poland, Russia, Latvia, Lithuania, Croatia, Norway and Malta. 

  • Oceania: AustraliaNew Zealand. 

  • Asia: Hong KongJapanMalaysiaSingaporeSouth Korea  

An equally better method

For countries that don’t have the Epacket option, we offer the Standard Shipping option.

This option involves our network of private carriers partnersThe shipping times are fairly similar to the Epacket option, but it It obviously lacks the structure of governmental agreement. 


Good news is that we managed to bring the benefits of ePacket to countries that do not support this option:

  • We offer an interface for end-to-end tracking, as well as a unique link.  

  • As with epacket, our systems pulls the information from all shipping stages, provided by our private carriers. 

  • It's secure: Instead of using governmental entities, we use world leader private carriers in China.  

  • It's lightning fast: The difference with ePacket is that the is not handled by China Post, and that this can sometimes be a few days slower. But only a few days in the worst scenario!

Do you really offer free shipping for all purchases? Aren’t there any extra hidden costs?  

Shipping is really free for all orders. That’s our commitment. 

We managed to create a solid shipping structure in order to provide customer with fast, secure, reliable and free worldwide shipping. 

What are the estimated delivery times per country? 

This time account for the estimated shipping days AFTER shipping, not AFTER purchase. 

  • US: 9-16 business days.

  • Canada: 9-16 business days.

  • Australia and New Zealand: 9-16 business days.

  • UK: 14-21 business days.

  • Europe (All countries): 9-16 business days.

  • India: 22-30 business days.

  • Singapore: 22-30 business days.

  • Philippines: 22-30 business days.

  • Colombia: 22-30 business days.

  • Brazil: 22-30 business days.

  • Mexico: 22-30 business days.

  • Argentina: 22-30 business days.

I want to place / have placed an order with multiple items. Can I combine them into a single package? 

As online retailers, we offer products from different manufacturers. For obvious reasons, all the products are not in the same place. 

 So, if you purchase more than one product, they might be sent separately. 

If that is the case, they would belong to the same order, but we would give you different tracking numbers for each one.It’s totally normal to receive one item before the next!  

Post-purchase questions

I’ve put a wrong shipping address, can I change it? 

Contact us (bottom of this page) as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out a few days after. If your order has already entered the shipping process, we won't be able to stop it. 


Good news is that if a wrong address is submitted to the shipping system, the package returns to the sender for free. 

So, in most cases, we will resend for free!Anyway, we still care and we'll try to make it right for you. 


So, feel free to reach out to us: We are more than happy to help.

I’ve made a purchase. When will I receive my tracking link? 

You would typically receive your tracking link between 3-5 days after your purchase. 


 We process orders and ship them between 48 and 72 hours after purchase. However, after we ship an order, it takes a few days for the tracking number to reflect it's exact status. We will email you the tracking number with a link as soon as it's connected properly with your order. 


 Your product is shipped BEFORE we send you the tracking link. The thing is that the system takes a few days to catch up.If you have made a purchase a few days ago and successfully received a tracking number with a link, it means that your product has already been dispatched and it's information has been submitted to the shipping system.


 If you made a purchase, and haven’t received the tracking link after a week or more, contact us now! But keep in mind we ship all orders or let you know beforehand if we had any issues with the stock or product variant.

Where can I track my products? 

We have a dedicated section where you can check the exact status of all your orders. 


 This simple interface only requires to input your email and order number, and will pull the information about the status from our shipping system. 

 You can track your order status under 1 minute, securely and fast. And the best part: You don't need to create an account! 

 Simple, intuitive and reliable: https://sntsportstore.com/pages/where-is-my-order.


 You can also use the link we sent you after your package has been shipped. In this link, you also can track the packages all the way. 

Will I receive updates of my package’s location through the shipping process?  

Absolutely

Every time there is an update of your package (the product has been picked up, the product has been shipped, the product has arrived to your country, everything!) , you will receive an email and a SMS. 

 Also, at checkout, you can tick the option “Receive updates in messenger”. This way, you will be receiving updates in a 3rd communication channel.  

Why my tracking link is not updating? 

Although the shipping structure and system we use is very precise, sometimes it takes a few days for the system to actually reflect the exact position of the package.

 As we mentioned before, there are 3 stages of the shipping process:

  • When the product is being delivered from our factories to the shipping port.

  • When the product is overseas, heading to your country.

  • When the product has successfully arrived and is being delivered to your home by your country’s post office.

The most common scenario is that our system or tracking link is not updating when the product is overseas.  As explained in the “What shipping method you use” previous question, It’s not possible to track the exact location of the package when it is overseas. The good news is that this is the fastest stage of the product. 


So, if your package is overseas and the last updated was a week ago, please wait a few days to try again.If not, contact us, and we will take care of it. 

But keep in mind It ALWAYS arrives to the destination country. 


If the product has arrived, the country’s post office is handling the package now. They usually take a few days to organize, plan and execute the delivery.

If this is the case, and it’s been 5 days since the last update, contact us. There might be a problem with the address.

Contact us now (bottom of this page) and we will take care of it for you.  

What if my package has not arrived in the estimated delivery time? 

 If your order hasn’t arrived in the estimated delivery time, please contact our support team.If it’s only been a week or less, the product is probably on the way. 


Delay can be caused by different reasons: country’s post office logistics or weather.In this cases, is important to check the status of your order.You can use our dedicated section or use the tracking link we provided you after your purchase to see where the package is stuck. If this information is not updating, in the section or the link, check the following question “Why my tracking link is not updating”.  If you still have doubts or concerns, you can totally contact us (bottom of this page) and we will be more than happy to help you out! 


 If your order hasn't arrived within 60 days of the date of original purchase, you are eligible for a full refund.Contact us (bottom of this page) and we will take care of it. (This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).To know more about our returns and refunds policy, check the dedicated section here

I went/called to office post and they told me that / I received a SMS saying / I received an email saying that the package has arrived, but it actually hasn’t. What does this mean? 

 This is good news! It means that you will be getting your package really really soon. 

 If you have received this message and it’s been 3 days or more, contact us (bottom of this page) and we will look after your situation. 

I went to office post and they told me that / I received a SMS saying / I received an email saying that the package was returned to sender. What do I do know? 

This means that the product successfully arrived to your country, but there is an address mistake. 


Because the country’s office doesn’t know where to deliver it, the package is sent it back to China.If this is the case, we will resend immediately for free.And if this was our mistake, you will receive a gift card compensation for the caused delay. 


Contact us (bottom of this page) and we will take care of this situation for you. 

What should I do if I receive the wrong items?  

If you received the incorrect products, or the right products but with wrong size, you are eligible for an instant free resend or an instant full refund. 

 In this cases, we require you to send us a picture of what you received, so we can take care of this issue. 

 Contact us (bottom of this page) right now so we can help you out!If you want to learn more about our returns and refunds policy, check the dedicated section. 

What should I do if I receive damaged items?  

 If the product you receive is damaged in any way (a broken zipper, an uncooked jersey, a scratched helmet, whatever), you are eligible for an instant free resend or an instant full refund.In this cases, we require you to send us a picture of what you received, so we can take care of this issue. 

 Contact us (bottom of this page) right now so we can help you out!If you want to learn more about our returns and refunds policy, check the dedicated section. 

24/7 at your service: Contact us now


We offer several ways of communication for you! Get in touch in real time or use more traditional ways: we  are very responsive and approachable.  You can reach to us about anything: Order questions, prepurchase questions, product recommendations, whatever! We'll get to you as fast as we can. Say hi, we are here for you!

Email

Reach us by email. We will be in touch as soon as possible. Email us at support@sntsportstore.com

Phone & Whatsapp

Talk to us over the phone 

+1 (307) 317-4388 (USA)

Or reach out via whatsapp

+34 (661) 675 086

+34 (661) 684 196

Online chat

Chat directly with our support and get help with your questions in real time. Click the orange chat icon at the right bottom corner.

Messenger

Connect with us over facebook and get help with your questions in real time.


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