Use our returns portal here to process your exchange or refund quickly and easily. The portal will take you through a series of questions to confirm return parameters and eligibility.
We’ve all been there. You find something you like online, pick a size, but when it arrives it isn’t exactly what you had in mind or may not fit the way you would like. Not a problem! We’ll see to it that we can provide the means to get that product returned and help you find something that will fit much better.
SoccerZone USA does require any items that need to be returned or exchanged to be done within a 30 day window from the date the order was received.
When placing your order, if you selected the option to protect your order of Free Returns & Exchanges with Redo, then your return shipping label will be covered free of charge. Unfortunately, if you did not pre-select and pay for this option, the cost of shipping back won’t be able to be covered by Soccer Zone USA.
All returned items must be unused, brand new, unworn, unlaundered and unembellished. There must be no sign of wear and tear.
If you are returning cleats, they must be unused and the box must be sent in the condition it was arrived in. Please do not put packing tape or shipping labels on the boxes. This may result in you not receiving a full refund on your product. Please use a box or mailing package to send the shoes back. We highly recommend adding insurance to your shipment if you are not covered by our Redo Returns option in the event that the shipment is lost.
If you are returning an International or Domestic Club Team or National Team jersey with a name on it, this is considered a customized item and is not eligible for a return.
If you have purchased an International or Domestic Club Team or National Team jersey or a Jacket or Pant for example with "No Name" and is in its original condition with tags adhered to the jersey, this is eligible for a return. Please use a box or mailing package to send the item(s) back. We highly recommend adding insurance to your shipment if you are not covered by our Redo Returns option in the event that the shipment is lost.
Items that are purchased as part of a set must be returned as a set. They belong together, after all. (For example, if you purchase a warm-up suit, you have to return the jacket and pants together, or if you return a pair of socks or gloves, you need to return them both at the same time.
Please take note, customized items or Team Uniform Items (for example: items with your name, initials, player number and or team logo) cannot be returned. These customized jerseys, shorts, socks, bags, etc. were made especially for you to the specifications you selected and aren’t fit for any other player or club.
For that reason, we do not accept returns on personalized items. Personalized items are final sale and cannot be returned or exchanged. We do offer a 20% discount for replacement personalized items ordered if the initial product has any issues such as sizing. This 20% discount process can be performed through our Returns portal here.
Personalized items also include any Fan jersey, from professional club teams as well as international teams.
Youth Club/Camp orders generally have products which are required to purchase on behalf of the club's authorization so that all players are kitted out in the same gear for practices and games. Club required uniform items can only be exchanged and cannot be returned.
Please note, if there is an item missing from your order that has not otherwise been noted by SoccerZone, there is a five-day grace period to inform us by. If any missing items are not disclosed within that timeframe we would be unable to send out any additional items. For defective products, we allow a 30-day grace period to be notified so we have ample time to correct and replace the product.
If the returned product does not meet the above requirements, Soccer Zone USA may not process your return or exchange, and we cannot guarantee that we will send the nonreturnable/nonexchangeable products back to you. Please send all returns to the attention of SoccerZone USA at 101 Alexander Avenue, Pompton Plains, New Jersey, 07444. If you have any other questions don’t hesitate to contact us!, You can call us at 973-616-4449 or shoot us an e-mail at contact@soccerzoneusa.com.
General Policy
Normally, if a package is lost, damaged or stolen during transit, you file a claim with the shipping carrier and wait for their response.
By selecting Returns + Package Protection at checkout, we are able to handle claims faster. You simply submit a qualified claim on our claims portal and we'll issue a refund or replacement within a few business days depending on peak seasons.
When Is A Shipment Deemed 'Lost'?
We use the same rules that the carriers use for defining a lost shipment:
Carrier status states "delivered’", but you have not received it. Allow up to 7 business days but no longer than 15 days for United States domestic shipments (20 days for international shipments, including Canada) for your shipment to be delivered. Sometimes the carriers prematurely mark shipments as delivered and then issue a redelivery, and it then turns up in a secure location at your property or perhaps may be delivered to the wrong address that is caught and corrected by the carrier.
If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.
Shipping carriers may classify these situations as a ‘delay’ if there is a high number of shipments in their network, and they are aware of delays. As long as there are no known carrier delays, we will offer a refund or replacement right away.
What Is Considered 'Damaged'?
Items arrive damaged in transit - interior packaging is torn, bent, broken etc.
Some of your order is missing due to the box/envelope having broken open during transit
What Is Not Covered Package Protection?
Missing parcels or redelivery fees due to invalid / incorrect address information provided by you when you placed the order
Delays in transit (as defined by the carrier)
Orders that have not shipped yet
International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any refund that may be due
Items that are returned to us for a refund or exchange through our returns & exchanges portal
If you requested items to be left at a location other than the address you supplied with your order and they go missing - this waives the right to any claim as per carrier terms and conditions
How To Submit a Claim
If you purchased Package Protection at checkout and your order is lost, damaged or stolen, please submit a claim using our Package Protection Protection claims, Returns and Exchanges portal here.
Our Policy For Handling Unprotected Shipments
If you do not elect to purchase Package Protection at checkout and your shipment is lost, damaged or stolen during transit - we will diligently follow the claims policy of your selected carrier to either locate the shipment or deem it as lost. This process can take up to 4-8 weeks, may require additional documentation from you and is at the discretion of the carrier.
If your shipment has GPS location or photographic evidence from the carrier that it has been delivered to the address on your order, is with a neighbor or at any other secure location and in good condition; we are not responsible for a refund or replacement.
