Question 1

My package is damaged. What should I do?

Accepted Answer

If the shipping box is damaged, but the goods inside are undamaged, you can still consume the product. No worries! Please inform our Client Care team so we are aware of the situation and we can inform the carrier.

If both the shipping box and the Sport Pux food is un-consumable, please contact our Client Care team by using the contact form , so that we can replace your package.

Question 2

My tracking number says the package has been delivered, but I don't have it. What should I do?

Accepted Answer

Prior to contacting our Client Care team, please make sure to look everywhere: your community mailbox, speak to the building concierge, on your deck, in front of the garage door, or if a delivery notice card has been left by the carrier (you might have to pick it up from the carrier).

If you still cannot locate your package, please contact our Client Care team by using our contact form (link) so that we can look further into this situation.... don't forget to include your name and order number.

If this results from a wrong address, Sport Pux will not be held responsible. To receive your parcel back, you may have to pay extra shipping fees. They can vary between $9.99 and $19.99 depending on your area.

Question 3

I received the wrong item or an item is missing in my box - what should I do?

Accepted Answer

Our apologies for sending you the wrong item. Please keep that item for your own personal consumption, and/or share with your family and friends. As well, please contact our Client Care by completing our contact form  and we will fix this situation as soon as possible.

Question 4

Can I change or cancel my order?

Accepted Answer

If your order has not already been dispatched from our warehouse (in other words, you have NOT received the 'notificaiton email'), it is still possible to change or cancel your order. Contact our Client Care team via our contact form .... don't forget to include your full name and order number, so that we can know which order you are referring to.

Question 5

How can I track my order?

Accepted Answer

Once the order is shipped, you will be able to track your order by using the tracking number contained in your 'notification email'.

Question 6

How will I know that my order has been shipped?

Accepted Answer

Once your order is packed and has been picked-up by the carrier from our warehouse, you will receive an email notification with the tracking number.

Question 7

What happens if I am not home to accept my delivery?

Accepted Answer

No worries. When shipping your orders, we don't require a signature for delivery. The carrier will simply leave the package at your front door. Our carrier does not ship to PO boxes.The carrier might decide to leave a delivery notice at your door. In this case, you will have on average 5 days to collect your package from the carrier or it will be sent back to Sport Pux.

Question 8

I never received my order. What should I do?

Accepted Answer

We are very sorry to hear that your order has gone missing. Please contact our Client Care team by completing our Contact Form (link). We are confident that we can resolve this issue quickly.

Question 9

What are the possible shipping delays?

Accepted Answer

For US orders - we ship from Richardson, Texas. If your order is placed prior to 12 PM EST, it will be shipped out within 24 hours. All other orders will typically be shipped the next business day depending on the number of orders received.

For Canadian orders - we ship from Wakefield, Québec. xxx

Please note that our warehouses are open Monday to Friday 9 to 5 pm EST. We are closed on weekends and statutory holidays.
 
For more information please visit our shipping policies page.

Question 10

Do you ship internationally?

Accepted Answer

We are very open and willing to ship internationally. Please complete our Contact Form and a member of our Client Care team will reach out to you!

Question 11

How long does it take Sport Pux to ship my order?

Accepted Answer

The product in stock will be shipped within 24 hours of receipt of payment by Sport Pux. Unavailable products are usually shipped within 8-14 business days. In this case, you will be informed of a late delivery. Please note that we are closed on weekends, and statutory holidays.

Question 12

How can I pay for my order?

Accepted Answer

At this time, we only accept Visa, MasterCard, and American Express.

Free Shipping for orders over $100+

FRequently asked questions