Shipping Policy

This Shipping Policy explains how SoccerFresh processes, ships and delivers orders placed through our official online store.

1. About Us

The SoccerFresh online store is operated by:

CNC CENTER PEITIS, d.o.o.
Trading as SoccerFresh
Špindlerjeva ulica 30
2310 Slovenska Bistrica
Slovenia

Company registration number: 6194559000
VAT identification number: SI90311728
Email: info@soccerfreshpro.com
Website: soccerfreshpro.com

2. Shipping Destinations

We offer tracked shipping to most countries worldwide.

Available shipping destinations and delivery options are displayed during checkout after you enter your delivery address.

We may be unable to deliver to certain countries, regions, islands, military addresses, post-office boxes or remote locations because of:

• Carrier restrictions.
• Import restrictions.
• Sanctions or legal requirements.
• Product restrictions.
• Limited delivery services.
• Other circumstances beyond our reasonable control.

If we cannot deliver your order, we will contact you and refund the amount paid for the affected order.

3. Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday to Friday, excluding public holidays in Slovenia and holidays observed by our fulfilment or delivery partners.

Processing may take longer during:

• Public holidays.
• Sales and promotional campaigns.
• New product launches.
• Periods of unusually high demand.
• Stock checks.
• Payment verification.
• Address verification.
• Circumstances beyond our reasonable control.

Processing time is separate from delivery transit time.

Orders placed during weekends or public holidays normally begin processing on the next business day.

4. Order Verification

We may contact you before dispatch to verify:

• Your delivery address.
• Your contact information.
• Your payment information.
• Unusual order activity.
• Information required to prevent fraud or delivery errors.

An order may be delayed until the requested information is provided.

If we cannot verify the order within a reasonable period, we may cancel it and refund the payment.

5. Shipping Costs

Available shipping methods and applicable shipping charges are displayed during checkout before you submit your order.

Shipping costs may depend on:

• Delivery destination.
• Selected shipping method.
• Order value.
• Product weight.
• Parcel dimensions.
• Carrier rates.
• Current promotions.

We may occasionally offer free shipping as part of a promotion. Any conditions, destinations, minimum order values or exclusions will be displayed with the offer.

Free shipping promotions do not necessarily include:

• Express delivery.
• Import duties.
• Customs charges.
• Local taxes.
• Brokerage fees.
• Remote-area surcharges imposed after import.

No optional shipping charge will be added without being displayed during checkout.

6. Estimated Delivery Times

Estimated delivery times are displayed during checkout where available.

Delivery estimates begin after the order has been processed and dispatched.

Unless expressly stated otherwise, delivery times are estimates and are not guaranteed delivery dates.

Actual delivery times may vary depending on:

• Destination country.
• Customs processing.
• Selected carrier.
• Local delivery services.
• Weather.
• Public holidays.
• High seasonal demand.
• Transport disruption.
• Incorrect delivery information.
• Remote delivery locations.
• Other events beyond our reasonable control.

Where applicable consumer law requires delivery within a specific period, your statutory rights remain unaffected.

7. Time-Sensitive Orders

Do not rely on an estimated delivery date for a tournament, birthday, holiday, match or other time-sensitive event unless we have expressly confirmed a guaranteed delivery date in writing.

Contact us before ordering if delivery by a specific date is essential.

We cannot guarantee that we will be able to accommodate a requested delivery date.

8. Order Confirmation and Tracking

After placing an order, you should receive an order-confirmation email.

When your order has been dispatched, we will normally send a shipping confirmation containing a tracking number or tracking link.

Tracking information may require several business days to update after dispatch.

A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

Please check:

• Your email inbox.
• Your spam or junk folder.
• Your order-status page.
• Your customer account, where available.

Contact us at info@soccerfreshpro.com if you have not received shipping information after the normal processing period.

9. Split Shipments

Products from the same order may be shipped separately because of:

• Different fulfilment locations.
• Product availability.
• Parcel-size restrictions.
• Carrier requirements.
• Faster delivery options.

You may receive more than one tracking number.

You will not be charged additional shipping costs because we choose to divide an order into multiple shipments.

10. Delivery Address

You are responsible for providing a complete and accurate delivery address.

Before submitting your order, check:

• Recipient name.
• Street name.
• House or apartment number.
• Postal code.
• City.
• Region or state.
• Country.
• Email address.
• Telephone number required by the carrier.

We cannot guarantee that an address can be changed after an order has entered processing.

Contact us immediately at info@soccerfreshpro.com if you notice an error.

If the order has already been dispatched, you may need to contact the carrier directly. Additional carrier charges may apply.

11. Incorrect or Incomplete Addresses

If delivery fails because the customer provided an incorrect or incomplete address, the order may be:

• Returned to the sender.
• Held by the carrier.
• Delivered late.
• Considered undeliverable.

Where permitted by law, the customer may be responsible for reasonable costs associated with:

• Address correction.
• Redelivery.
• Return shipping.
• Resending the order.

We will contact you if the parcel is returned to us.

Mandatory consumer rights remain unaffected.

12. Delivery Attempts and Parcel Collection

The carrier may:

• Attempt delivery more than once.
• Leave the parcel at an authorised collection point.
• Leave a delivery notice.
• Contact you by email or telephone.
• Request additional delivery instructions.

You are responsible for monitoring tracking information and collecting the parcel within the carrier’s stated collection period.

If a parcel is not collected and is returned to us, we may deduct reasonable shipping and return costs from a voluntary refund where permitted by law.

13. Safe Places and Delivery Instructions

Where you authorise a carrier to leave a parcel:

• In a safe place.
• With a neighbour.
• At a collection point.
• At a reception desk.
• At another location selected by you.

Delivery may be considered completed when the parcel is delivered according to your instruction, subject to applicable law.

Choose a secure delivery option and ensure the location is suitable for receiving the parcel.

14. International Shipping and Import Charges

International orders may be subject to:

• Import duties.
• Customs charges.
• Value-added tax.
• Sales tax.
• Brokerage fees.
• Handling charges.
• Other charges imposed by the destination country.

Unless expressly stated during checkout, these charges are not included in the product price or shipping charge.

The recipient is responsible for paying applicable import charges imposed by local authorities.

We do not control:

• Whether charges will apply.
• The amount charged.
• Customs-processing times.
• Local import procedures.

Contact your local customs authority for information before placing an order.

15. Customs Information

You are responsible for providing accurate information required for customs clearance.

We may provide customs authorities and carriers with information including:

• Recipient details.
• Product descriptions.
• Product value.
• Order value.
• Country of origin.
• Parcel weight.
• Other legally required information.

We cannot declare an incorrect product value, mark a commercial order as a gift or provide false customs information.

16. Customs Delays

International parcels may be inspected or delayed by customs authorities.

Customs processing is outside our direct control and may extend the estimated delivery time.

A parcel held by customs is not automatically considered lost.

You may be required to provide identification, proof of purchase or payment of import charges before the parcel is released.

17. Refused Customs Charges

If you refuse to pay applicable import charges and the parcel is returned to us, we may deduct reasonable costs from a voluntary refund, including:

• Original shipping costs.
• Return shipping.
• Customs charges.
• Brokerage fees.
• Carrier handling costs.

A refund will normally be considered only after the parcel has been returned and inspected.

Mandatory consumer rights remain unaffected.

18. Risk During Delivery

For consumer purchases, SoccerFresh remains responsible for the product until it is delivered to you or to another person designated by you, other than the carrier.

If you independently arrange delivery using a carrier that was not offered by us, risk may pass to you when the product is handed to that carrier, where permitted by applicable law.

Nothing in this policy limits rights that cannot legally be excluded.

19. Damaged Parcels

Inspect the parcel as soon as possible after delivery.

If the parcel or product arrives damaged, contact us promptly at info@soccerfreshpro.com .

Include:

• Your full name.
• Your order number.
• A description of the damage.
• Photographs of the outer packaging.
• Photographs of the shipping label.
• Photographs or video of the damaged product.
• Photographs of the internal packaging.

Keep all packaging and included items until we provide further instructions.

Do not discard or return the damaged product before contacting us.

Depending on the circumstances, we may offer:

• Replacement parts.
• A replacement product.
• Repair.
• A price reduction.
• A refund.

Your mandatory rights concerning damaged or non-conforming goods remain unaffected.

20. Missing Items

If an item or accessory is missing, first check:

• All packaging materials.
• Separate compartments.
• Whether the order was divided into multiple shipments.
• Tracking information for additional parcels.

Contact us at info@soccerfreshpro.com if the item is still missing.

Include your order number and photographs of the products and packaging received.

21. Incorrect Products

If you receive a product different from the one ordered, contact us promptly at info@soccerfreshpro.com .

Include:

• Your order number.
• A photograph of the received product.
• A photograph of the packaging.
• A photograph of the product label.
• A description of the issue.

Do not use or return the incorrect product until we provide instructions.

Where the error is ours, we will arrange an appropriate remedy and cover reasonable return costs where required.

22. Delayed Orders

A parcel may be delayed even when tracking shows that it is still in transit.

Before contacting us:

• Check the tracking link.
• Check for carrier notifications.
• Confirm that the delivery address is correct.
• Check with household members or neighbours.
• Check any authorised collection point.

Contact us if the parcel has not arrived within the estimated period shown for your order.

We may ask the carrier to investigate.

Carrier investigations can take time, particularly for international shipments.

23. Orders Not Delivered Within the Agreed Period

If an order is not delivered within the agreed delivery period, contact us and allow a reasonable additional period for delivery, except where:

• We have refused to deliver.
• Delivery by the agreed date was essential.
• Applicable law gives you an immediate right to cancel.

If delivery is still not completed within the additional reasonable period, you may be entitled to cancel the affected order and receive a refund under applicable consumer law.

24. Lost Parcels

A parcel is not considered lost solely because tracking has not updated for several days.

A parcel may be considered lost after the carrier completes an investigation or confirms that delivery cannot be completed.

If a parcel is confirmed lost before delivery, we will offer an appropriate remedy, which may include:

• Sending a replacement.
• Providing a refund.

We may require confirmation of your delivery address or completion of carrier documentation.

25. Tracking Shows Delivered but Parcel Is Missing

If tracking shows that the parcel was delivered but you cannot find it:

1. Confirm that the delivery address is correct.
2. Check around the property.
3. Ask household members.
4. Ask neighbours or reception staff.
5. Check any authorised safe place.
6. Check carrier notifications.
7. Contact the carrier where appropriate.

Then contact us at info@soccerfreshpro.com .

We will review the available delivery evidence and may open an investigation with the carrier.

We will not automatically reject a claim solely because tracking displays “delivered.” Claims will be assessed based on the circumstances and applicable law.

26. Stolen Parcels

Contact us promptly if you believe a parcel was stolen after delivery.

We may request:

• A written description of the circumstances.
• Carrier information.
• Confirmation of the delivery address.
• A police report where reasonably appropriate.
• Other evidence required to investigate the claim.

Responsibility will be determined according to the delivery circumstances and applicable law.

27. Orders Returned to Sender

A parcel may be returned to sender because:

• The address was incorrect.
• Delivery was refused.
• The parcel was not collected.
• Customs charges were unpaid.
• The carrier could not access the location.
• The recipient was unavailable.
• Local delivery requirements were not completed.

Contact us if tracking shows that your parcel is being returned.

Once the parcel is received and inspected, we may offer:

• Reshipment, subject to payment of applicable costs.
• A refund, less reasonable non-refundable costs where permitted by law.

28. Shipping Restrictions

We reserve the right to restrict or cancel shipping where:

• Delivery is prohibited by law.
• The product cannot legally be imported.
• A carrier does not service the destination.
• The destination presents an unreasonable fraud or security risk.
• Delivery information cannot be verified.
• The parcel exceeds carrier restrictions.
• Circumstances beyond our reasonable control prevent delivery.

If we cancel an order before dispatch, we will refund the amount paid for the affected order.

29. Events Beyond Our Control

We are not responsible for delays caused by events beyond our reasonable control, including:

• Severe weather.
• Natural disasters.
• War or civil unrest.
• Government action.
• Customs disruption.
• Strikes.
• Transport interruptions.
• Cyberattacks.
• Carrier network failures.
• Public-health emergencies.
• Power outages.
• Border closures.
• Other force-majeure events.

We will take reasonable steps to reduce the effects of such events and complete delivery when possible.

This section does not remove rights that cannot legally be restricted.

30. Order Cancellations

Contact us immediately at info@soccerfreshpro.com if you wish to cancel or change an order.

We will attempt to accommodate the request, but we cannot guarantee cancellation after the order has entered processing or been dispatched.

If the order has already shipped, you may need to receive it and follow our Refund Policy.

31. Returns

Returns, withdrawals and refunds are governed by our Refund Policy and applicable consumer law.

Do not return a product without first contacting us and receiving return instructions.

Our voluntary 100-Day Risk-Free Trial is subject to the conditions stated in our Refund Policy.

Customers are responsible for return shipping for change-of-mind and voluntary trial returns unless applicable law or our Refund Policy states otherwise.

Read our Refund Policy

32. Contact Us

For shipping questions, contact:

CNC CENTER PEITIS, d.o.o.
Trading as SoccerFresh
Špindlerjeva ulica 30
2310 Slovenska Bistrica
Slovenia

Email: info@soccerfreshpro.com

Please include your order number when contacting us about an existing order.

33. Policy Changes

We may update this Shipping Policy to reflect changes to:

• Delivery services.
• Carriers.
• Shipping destinations.
• Fulfilment processes.
• Customs requirements.
• Business practices.
• Applicable law.

The updated policy will be published on this page with a revised “Last updated” date.

The shipping conditions displayed and agreed when you placed your order will generally apply to that order unless a change is required by law or provides you with more favourable rights.