Shipping Policy
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
A) Free shipping is available to United States customers when product is billed & shipped to the lower 48 states (continental US).
B) For customers outside of this region, shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
C) If additional shipping charges are incurred by the recipient / customer during transport (ie. duty, import fees or redelivery fees) all charges will be of the onus of the recipient / customer to pay. City Hoops will not be responsible for reimbursing these charges in any instance.
3. Returns
3.1 Return Prior to Order Processing
City Hoops Inc offers a complete refund on any order that has not yet been packaged, processed or has left for delivery. The interpretation of packaged, processed or left for delivery will be at the sole discretion of City Hoops Inc.
3.2 Return Due To Change Of Mind
City Hoops Inc. will happily accept returns due to change of mind for any original and unopened packaging. This request must be received within 30 days of delivery.
The customer will be responsible for the coordination and cost of any return shipping. City Hoops will not reimburse for this cost.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
City Hoops Inc will refund 65% of the value of the goods returned but will NOT refund the value of any shipping paid as noted above. The 35% restocking charge relates to restocking the item, incurred unpackaging expenses and admin related to the initial and return shipment.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time
Orders are usually dispatched within 1-2 business days of payment of order.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
City Hoops Inc will NOT ship to P.O. box addresses due to the size of the items we offer.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
Don’t be worried! City Hoops basketball Hoops are BUILT TO OUTLAST! Packaging was ultimately made to protect the contents from being damaged. Damaged packaging doesn’t mean your brand new hoop is. Freight companies often inspect the contents for transport.
If boxes do arrive damaged, fully inspect the shipment and document this with the courier before signing if any piece(s) have been damaged. Take photos of any damaged cartons / pieces, & the courier notes, and contact us immediately. If your order requires replacement parts, we will need these photos of the damaged pieces within 24 hours of the signed delivery date.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at orders@cityhoops.com