Frequently asked questions
Orders & products
What are the accepted payment options?
A list of the supported payment methods can be found at our Shipping & payment site
Where can I find the invoice for my order?
After your order has been shipped, you will receive a separate e-mail with the invoice for your order. If you did not receive the e-mail, please check your spam folder. If even your spam folder doesn't contain the e-mail, please contact us at firstname.lastname@example.org. Our service team can resend the invoice to the e-mail address specified in your account.
I forgot to order an item. Can you merge orders if I order again?
We try to ship every order as quickly as possible. This is only possible if we do not interfere with the processes in the warehouse. Merging orders would require a lot of manual effort slowing down the whole shipping process. Therefore merging orders is NOT possible. Of course you are welcome to place a second order. We will hurry for you to send the second package as soon as possible.
The product I am looking for is not displayed as available in my size or in the desired color. Can you order it from the manufacturer for me?
Sorry that is impossible. Our webshop contains all items we are able to deliver.
I need an individual offer for a school or club. What do I have to do?
Just send us an e-mail to email@example.com with the following information:
- Your full name and surname
- Name and address of the school or association
- Article number of the desired article(s)
- Exact quantity how much you want to order of each item
Can I change my order afterwards?
For tax reasons, we may only make minor changes to an order that has already been executed. We can cancel one or more items but cannot simply exchange them for another item. If your order is not yet ready for dispatch in our warehouse, we can cancel items for you. If you want to exchange items, you have to order them in a separate order. Please contact us as soon as possible at +49(0)851-2042410 to cancel your order or a specific item. If an order in our warehouse is ready for shipment, we can't change anything and you would have to return the unwanted item to us.
The voucher was not applied to my order. What now?
Unfortunately a voucher cannot be applied to orders that have already been submitted. Please contact our support at firstname.lastname@example.org. There you will be offered two options:
- The order will be cancelled, so that you can apply the voucher and place a new order through our website.
- You will be offered a voucher worth a greater amount for a future order.
- Die Bestellung wird storniert, so dass Du die Bestellung mit aktiviertem Gutschein nochmal abschicken kannst
- Du erhältst einen höherwertigen Gutschein für eine zukünftige Bestellung
Why do different products have different delivery times?
This is due to the fact that some items are not in stock in our central warehouse and must be fetched for the dispatch from other warehouses. Additionally some items might currently be restocked and are on the way from the manufacturer to our warehouse. Then the delivery time is of course a little longer than for items in stock. The respective delivery time is indicated separately for each product. You will find the delivery time for each product directly below the Shopping Cart Button. Customers outside of Germany must add additional delivery time for the transit. Details can be found on our Shipping & payment page.
Returns, exchanges and warranty
How can I return one or more items?
You can cancel the contract within 30 days without giving any reason. After that you have another 14 days to return the goods to us for a refund. The refund covers the price you paid when you placed your order (including shipping costs) but it does not include the return costs which remain at your expense.
This is how the return process works::
We offer our customers the choice of a DHL or DPD return label at cost price. You can find the costs per country and parcel service here. The costs for the label will be automatically deducted from the refund amount. Please use our returns website to print the return label. Alternatively, you can also return the goods with any other shipping service provider at your own expense. As compensation you will receive a voucher in the amount of 10€ for your next order (minimum order value 100€).
Please send all returns to our central warehouse:
TouriSpo GmbH & Co. KG
Am Mollnhof 2
Please consider the following when returning products:
Your legal right of withdrawalremains unaffected by the following provision: Please only return items in original packaging. We can only grant the return of undamaged items. Any product labels and signs must not be removed!.
This happens after you returned the items:
As soon as we receive your return you will be notified by e-mail. If all returned items meet the requirements, the refund is made automatically. Please understand that the examination of the items and the refund may take up to 7 working days after we received your return.
Who covers the costs for shipping the return package?
In the event of a return, you will be refunded the purchase price and any outbound shipping costs. The costs for the return shipment remain at your expense. We offer our customers the choice of a DHL or DPD return label at cost price. You can find the costs per country and shipping service provider here. The costs for the return label will be automatically deducted from the refund amount. Please use our returns website for this purpose..
I would like to exchange an item. How can I do that?
Due to accounting reasons we cannot simply send an exchange item. The easiest way to exchange your new, undamaged item is to initiate a return and place a new order through our webshop. This will allow you to get your new item quickly and avoid the risk of it selling out. You will receive a full refund (minus the cost of any return shipping labels supplied by SportFits) for your item once we receive the return.
The product has a manufacturing fault: what can I do to return it?
Let's face it. Even though we only sell the best and most reliable brands, we can't completely eliminate the risk of a manufacturing fault. Each new product sold by SportFits is covered by the individual manufacturer's warranty. If you encounter a defect within the legal warranty period of 24 months, we take care of the communication with the manufacturer and try to handle the complaint for you. Please keep in mind that you have warranty claims against the manufacturer and that we only take care of the communication for you.
Step 1: Initiate the complaint with us!Please send an e-mail to email@example.com containing the following information:
- Order number
- Article numberof the defective product (can be found in your order confirmation)
- A short description of what is wrong with the product
- Please attach one or two images of the damage
Step 2: We'll get back to you
We will forward your e-mail and the attached pictures to the respective manufacturer for inspection. The manufacturer will make all warranty decisions. We will get back to you as soon as possible and inform you about the procedure proposed by the manufacturer.
Step 3: You are sending the affected product
If the manufacturer has agreed to an inspection of the product in step 2, we will send you a shipping label with which you can send the article to us free of charge. We will then forward the item to the manufacturer for inspection. The manufacturer decides whether the product will be repaired or whether you will receive a replacement. Please understand that we can only accept complaints once they have been confirmed by the manufacturer. This process can take up to four weeks depending on the manufacturer. We'll try our best however to speed up things for you
Step 4: We'll send you the repaired product or a replacement
The manufacturer decides whether the product will be repaired or whether you will receive a replacement. As soon as we receive the delivery from the manufacturer we will forward it to you. All transportation costs will be covered by us.
Shipping & delivery
When will my order be delivered?
This is due to the fact that some articles are not in our central warehouse and must be fetched for the dispatch from other warehouses. Additionally some items might currently be restocked and are on the way from the manufacturer to our warehouse. Then the delivery time is of course a little longer than for items in stock. The respective delivery time is indicated separately for each product. You will find the delivery time for each product directly below the Shopping Cart Button. Customers outside of Germany must add additional delivery time for the transit. Details can be found on our Shipping & payment page.
Has my order already been shipped?
When your order leaves our warehouse we will automatically send you a shipping confirmation. The e-mail will also include a tracking link so you can track the current location of the package at any time. Alternatively, you can check the status of your order by logging in and navigating to My Account >> Orders.
What countries do you ship to?
We can deliver to many European countries. A complete list containing all countries and the respective shipping costs can be found at our Shipping & payment site.
What are the shipping costs?
The shipping costs depend on the order value and the country you want your order to be shipped to. Our shipping & payment policy contains a list with all countries and fees.
I'm not at home during the day - Can I have my package delivered to another address?
Of course! During checkout you can enter a delivery address different from the billing address.
Is it possible to ship to a post office box?
Delivering to post office boxes and packing stations is possible. Please note that parcels larger than 60 x 35 x 35cm may not be sent to packing stations. Skis, poleas, travel bags or sleeping bags, for example, cannot be sent there.
How does shipping to Switzerland, Norway or Liechtenstein work?
Shipping to Switzerland, Norway or Liechtenstein is net without German VAT. If you register as a Swiss or Norwegian customer in our online shop you will only see net prices. Details about shipping costs can be found here. Customs clearance, Swiss VAT and a small fee are charged directly by the transport company.
As a Swiss customer, can I have my order delivered to a German address and reclaim the VAT?
You can reclaim the German VAT from us at a later date. Please send us the genuine customs documents so that we can make a refund.
Please send the respective documents to:
TouriSpo GmbH & Co. KG
Refunds will be made using the same payment method you used for your order.
Feel free to contact our customer service if you didn't find an answer to your question. We are happy to help you during our office hours Monday through Friday from 9-12 AM & 1-4PM. Just give us a call at +49 (0)851-20424140 or send a mail through our contact form.