FAQ

We want your experience with Usarugbyclub to be smooth from start to finish. Here’s what you need to know about ordering, shipping, and returns, so you can shop with confidence.

Placing and Managing Your Order

You can shop as a guest without creating an account, but having one unlocks a few conveniences: a faster checkout, a clear view of your order status and history, and updates about new releases and special promotions. If you ever forget your password, the login page has a “Lost password?” link that walks you through resetting it.

Mistyping your email address during checkout is fixable—just reach out to us, and we can update the email, name, or address on file. The order itself, however, cannot be modified once placed. This also applies to discount codes: promotion and discount codes are not stackable with other offers unless explicitly stated.

If you need to cancel an order, a 30% cancellation fee of the Total Price applies to any customer-initiated cancellation, regardless of when it’s requested, because the merchant processor and credit card networks charge us a fee for cancellations. Orders that have already been packed or shipped cannot be canceled. Separately, we reserve the right to accept or decline an order at any time after it’s received, even after confirmation or authorization. If we cancel an order after authorization, a credit is issued to the original payment method.

If something is missing from your package, contact us immediately so we can look into it.

Payment and Security

All transactions are processed in US Dollars. If your card uses a different currency, the total is calculated using the daily exchange rate on the date your card issuer processes the transaction. We accept the following payment methods:

• VISA
• Mastercard
• AMEX
• PayPal

Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.

When you place an order online, your information is entered on an SSL-secure page. It is then SSL-encrypted and sent directly to the credit card provider’s network for authorization. Your credit card details are never stored on our servers.

Shipping, Customs, and Delivery

All orders are handled and shipped from our warehouse. Processing may take extra time during holidays and sale seasons. For details on shipping methods, take a look at our Shipping page.

Your shipping address must be entered using English characters and punctuation. If your address contains non-English letters, replace them with similar English ones—for example, “?” can become “c.” Once an order is processed or shipped, the shipping address cannot be changed. Using a residential address is recommended over a vacation address, since customs holds can be unpredictable.

Delivery time depends on the shipping option you select. Tracking information is emailed as soon as the order ships, typically one day after shipping. Customs delays are outside our control.

Prices shown on the site are tax-free in US Dollars. Import taxes, duties, and customs fees are determined by your local customs office and are your responsibility upon receipt. For more details on charges, contact your local customs office.

Free shipping is available on orders that meet the minimum amount, excluding discounted, sale, and oversized or overweight products. Economy shipping is used for these orders.

Returns, Refunds, and Problem Items

If you’d like to return an item, you have 30 days from receiving your order to make the request. Include your order number and the reason for the return. Approved returns must be in original condition with packaging intact. Final sale items are listed in our Returns Policy. All return shipping fees and other miscellaneous costs are the customer’s responsibility.

For items that arrive defective, incorrect, or damaged, contact us within 7 days of receiving your order. Provide your order number, photographs of the item(s), and any related references upon receiving your package. We’ll work to resolve the issue as quickly as possible.

Once we receive your return, processing may take up to 14 business days. We’ll send a confirmation email when the return has been processed. Refunds are credited to the original form of payment. For credit or debit card payments, refunds are sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. The time it takes for the credit to appear on your statement depends on the card-issuing bank.

If you run into any snags, our team at [email protected] is ready to step in. For refunds, remember that your bank may need a few extra days to show the credit on your statement.