1. Account Administration
a. Please ensure all details are kept up to date. If there are any changes to preferred contact name, phone number, email address, billing and/or shipping please make these changes in your account
2. Placing your orders
a. First initial order value for all accounts must be $500.00 minimum wholesale value We will include a Sting Gym Banner with this first order
b. All other orders are $250.00 minimum wholesale value
c. Please double check all account details prior to payment. Sting can only ship to the information provided on the order
i. Contact Name, Name & Email Address
ii. Billing & Shipping
iii. Item color, size, quantity
· Any administrative errors associated with the order are the responsibility of the customer to identify and rectify.
d. Item, size and quantity changes can be made up until payment has been completed. Once payment has been received the order is final
e. Items can only be ordered if they are in stock
f. If from time of order placement to when the order ships an item or item/s become out of stock, we will contact you via email to choose one of the following:
i. Choice of alternate item/s. If new item/s are +/- the value of the out of stock item/s then an invoice will be sent for the remaining balance or a credit will be held against the account. Credit valid for 120 days from date of order
ii. Place item/s on backorder until item/s back in stock and ship remaining order without out of stock item/s
iii. Hold a credit against the account for the value of the item/s to use at a later time. Credit valid for 120 days from date of order
Order will not ship until one of the above options is confirmed
3. Order dispatch
a. Orders take between 24-48 hours from time of order placement to dispatch. No orders are shipped on Saturdays or Public Holidays. Once your order has dispatched you will receive an automated email with the tracking information
b. Please note that we utilize third party carriers and they sometimes experience delays due to severe weather and high volumes during peak seasons. We will do our best to communicate this
· If you have not received tracking information within 72 hours of your order placement – check first your junk/spam email folders to see if the email was sent there. If there is no record please contact Tess at customerserviceusa@stingsports.com
4. Shipping times & Delivery
a. Please see a map below of the expected shipping times for your area:
b. If an order is shipped to the incorrect address due to information provided on the order it is up to the Administrator of the Wholesale account to rectify it with the carrier. Sting can only ship to the information provided
c. If it is determined that FedEx has incorrectly delivered your order there is a claims process to follow. Please contact Tess at customerserviceusa@stingsports.com with your order number as soon as the tracking says delivered and you have not received it
d. If Sting entered your address incorrectly it is our responsibility to rectify it with the carrier
· My order tracking indicates a shipping label has been created but FedEx says they haven't received the package.
o If it has been 48 hours since the label has been created and there has been no update on the tracking history, please contact FedEx (800) 463-3339 and have them open an investigation into the packages’ location
o Please email Tess at customerserviceusa@stingsports.com with your order number and the FedEx case number
o FedEx has a 14 day window of time where they will try to locate the package. They will communicate if they have located the package or if it is lost
o Once this 14 day window has been observed and the FedEx investigation is completed;
· if the original package hasn't been found we will reship your order with a new tracking number
· if the original package is delivered after the replacement order please contact Tess customerserviceusa@stingsports.com so we can organize a return label or an invoice for payment
if the original package is found use your original tracking number for updates
· My order has shipped, but the tracking history has had no updates for over a week.
o Contact FedEx (800) 463-3339 and open a case to investigate the packages’ location
o Please email Tess customerserviceusa@stingsports.com with your order number and the FedEx case number
o FedEx has a 14 day window of time where they will try to locate the package. They will communicate if they have located the package or if it is lost
o Once this 14 day window has been observed and the FedEx investigation is completed;
o if the original package hasn't been found we will reship your order with a new tracking number
· if the original package is delivered after the replacement order please contact Tess customerserviceusa@stingsports.com so we can organize a return label or an invoice for payment
· if the original package is found use your original tracking number for updates
5. Receiving your order
a. Please inspect your items to ensure everything listed on your Delivery Slip is present and accounted for
b. If you notice;
i. Damaged items – please see below for Faulty Item policy
ii. Missing items –
· Please contact Tess at customerserviceusa@stingsports.com with your order number and photos of the condition that the order was received in
· If the box is damaged/tampered with we will open a claim with FedEx on your behalf for the missing items and reship them under a new tracking number
· If the box was not damaged we will open a case with our fulfillment center and reship them under a new tracking number
iii. Incorrect items
· Please contact Tess at customerserviceusa@stingsports.com with your order number and photos of the incorrect items
· We will open a case with our fulfilment center
· You will be provided with a return label for the incorrect item/s and reship the correct item/s under a new tracking number
6. Exchanges and returns
a. Our wholesale accounts receive the best pricing available. In order to accommodate this, wholesale accounts are ineligible to request exchanges or returns for refund/credit if the wrong size, color, quantity is ordered
· Please use the size charts provided to choose your sizing wisely or contact Josh to get recommendations if still unsure. Note we do our best to provide recommendations based off our experience and the information provided. We are not responsible if you purchase a size based off our recommendations and it still doesn’t fit.
7. Faulty, defective or damaged items:
a. Please send an email to Tess customerserviceusa@stingsports.com as soon as you notice an issue. Include a description of the issue and photos of the effected area/s
b. We will respond within 48 hours
c. Sting withholds the right to determine on a case by case basis any faults, defects or damages, provided they have not been subjected to obvious abuse, neglect or misuse
d. If we deem your item to be defective or faulty we will send you a label to send the original item back for our quality control process
e. We will create a new order for a replacement item and you will receive an automated email with the tracking number once dispatched
8. Warranty Policy
· Sting warrants its products to be free from defects in materials and workmanship for a period of six months from date of purchase, provided they have not been subjected to obvious abuse, neglect or misuse.
· The same warranty policy applies irrespective of the window of time from receipt of goods to retail sale of goods
· Sting withholds the right to determine on a case by case basis any major manufacturing faults, defects or damage
a. Claims:
i. To submit a warranty claim inside the six months, email Tess customerserviceusa@stingsports.com with your order number, a description of the issue and photos of the effected area/s
ii. Warranty claims that are approved will be replaced with the same item provided there is stock available. If there is no stock available of your original item we will provide you alternate options that are at the same value as your original item
b. Outside the Warranty Policy, includes the following but is not limited to;
i. Normal wear and tear that results from the use of the products e.g. cosmetic damages from impact
ii. No proof of purchase
iii. Outside the six month from date of purchase time period
iv. Use of products in a manner other than that for which they were manufactured and intended use
v. Improper storage or maintenance e.g. storing while damp after use, storing in direct sunlight or in hot cars
vi. Alterations to our equipment that impacts the intended use
c. Maintenance and Storage Recommendations:
i. Clean with a damp cloth using PH Neutral solution
ii. Lay equipment out flat or as open as possible to dry after each use
iii. Store all Sting equipment in a cool dry area, not left in cars or in direct sunlight
iv. Do not strike against abrasive materials with gloves or mitts
v. Do not tape the laces on gloves
vi. Do not do push ups on the knuckles while wearing the gloves or mitts
vii. Wash Competition Apparel or Sting Active items on a gentle cycle and hang dry