- Customer Service and FAQ
Customer Service and FAQ
Shipping & Delivery
All Athlete Performance Solutions orders are shipped via FedEx and the United States Postal Service (USPS). Product availability will determine when items in an order will ship. Delivery times vary depending on the final destination and delivery option selected. Once we ship the items in your order, you will receive a shipment confirmation email with your FedEx or USPS tracking number included.
- FedEx Smart Post deliveries take 7 - 10 business days depending on your postal code and longer delivery times to Alaska, Hawaii, and Puerto Rico.
- FedEx Home Delivery takes 3-5 business days and FedEx International orders take 11+ business days. FedEx Home Delivery is delivered Tuesday through Saturday.
- USPS Priority Mail is NOT an expedited service and does not guarantee on-time delivery. USPS Priority Mail is generally 2-4 business days, once your order ships, but is not guaranteed. USPS Priority Mail International is 6 to 10 business days, once your order ships, but is not guaranteed.
- FedEx Overnight and FedEx 2nd Day Air are the ONLY shipping options considered expedited. FedEx Overnight and FedEx 2nd Day air are delivered Monday through Friday only - NO weekend delivery.
Any FedEx Overnight or FedEx 2nd Day Air order placed before 10am CST on a business day, will be shipped the same business day. Any FedEx Overnight or FedEx 2nd Day Air orders placed AFTER 10am CST, will be shipped the following business day.
Note: A business day is considered Monday through Friday, not including holidays.
You will receive a shipping confirmation within 5 business days of placing your order. Please allow 24 hours for your tracking number to be updated with the shipping carriers. Shipping times may be extended during the holidays.
*Orders shipped International, or to Alaska and Hawaii are sent USPS. Any duties or VAT owed is not included in the price of the product and will be the responsibility of the customer, if charged in your country.
*FedEx Home Delivery does not deliver to PO Box addresses, however, FedEx SmartPost will delivery to PO Boxes, APO, and FPOs.
CANADA ORDERS: “Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. Your order will be shipped under FedEx's e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via FedEx service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please, be aware that FedEx will request payment of these charges at the time of delivery. You have the ability to email FedEx ahead of time email@example.com to pay these charges, eliminating the need for payment on delivery.
Privacy & Security
Athlete Performance Solutions knows that you care how your information is used and shared. We appreciate your trust that we will use your information carefully and sensibly.
We do not undertake to maintain any information about you for a duration greater than necessary to provide services to you or as provided by law, rule or regulation. We shall only use it for the purposes for which it was submitted, unless you indicate otherwise. By providing your mobile number for delivery of content, you will be deemed to have given us permission to store your mobile number for the purposes only of delivering such content.
Personal Information - When you interact with us, we automatically receive and store certain types of information, such as the content you view, the date and time that you view this content, the products you purchase, or your location information associated with your IP address. We use the information we collect to serve you more relevant advertisements (referred to as “Retargeting”). This is statistical information used to monitor the usage of our website and for advertising purposes. This information does not include personal information.
Cookies - As you browse Athleteps.com, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising partner, AdRoll, then enables us to present you with retargeting advertising on other sites based on your previous interaction with Athleteps.com. The techniques our partners employ do not collect personal information such as your name, email address, postal address or telephone number. You can visit this page to opt out of AdRoll and their partners' targeted advertising.
Security - We implement a secure processing server on our site when collecting information to ensure a high level of security for your personal information entered such as bank details and credit card information.
Returned products must be in unused condition. Customer is responsible for all return shipping charges. Once the return is approved, the customer will be refunded the cost of the product. This process may take up to 14 business days from the time the return has been received.
No shipping costs, duties, or VAT will be refunded on a return.
All custom orders begin production immediately upon approval of final artwork and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time.
After 30 days, items may not be returned for any reason. If you have any questions about returns, please contact us.
To RETURN an item, click 'My Account' at the top, Click 'Completed', Find the Order/Items you would like to return, and follow the return instructions.
If you're not able to access your previous order for returns, please contact customer service at firstname.lastname@example.org
We currently offer two easy ways to look for a product online:
- Search by product name: If you know the name of the product you want, enter the style name in the search box positioned at the top of each page.
- Shop by department using the tabs at the top of any page.
Payment, Pricing & Promotions
Credit cards that Athlete Performance Solutions currently accepts online: debit cards (deducts from your bank account), Visa, MasterCard, American Express, PayPal, and Discover Card.
You can view your order status by visiting the "My Account" link at the top of the page.
Updating Account Information
Changes to your account can be made by visiting the "My Account" link at the top of the page.