F.A.Q.

Accounts

How do I create an account?

  • Click on the account icon on the top of the home page and click on "Create account"
  • Enter your name, email, password and click create.
  • You may then add a shipping address
  • You can access and edit your account information by clicking on the account icon on the top.

PBALL marketing emails

  • You can sign up to our newsletter on the home page without creating an account. 
    • Simply enter your email address and click on the arrow on the left to send your request.
  • By signing up to our mailing list you will be the first to know about promotions, sales, contests and giveaways. Don't miss it!

UNSUBSCRIBE from our mailing list

  • In all of our emails at the bottom you will find the UNSUBSCRIBE link where you will be asked to confirm your email address.

Forgotten password?

  • Not a problem, on the login page click on "Forgot your password" and enter your email address. A link will be sent by email where you will be able to reset your password.

 

Orders and Payments

Placing an order

  • Fill your cart with the quantity, size and color of the products you like
  • When you are done click on the shopping bag icon (cart) and review your selected items.
  • Once you are satisfied click on the "Check out" button.
  • IF you are connected to your account simply confirm the shipping address, shipping option and proceed to the payment by clicking "Pay now" at the bottom.
    • You will get an order confirmation by email.
    • You can also see your order details in your account by clicking on the account icon on the top right of the home page.
  • IF you are not connected to your account you will need to enter your email address, shipping address, shipping option and proceed to the payment by clicking "Pay now" at the bottom.
    • You will get an order confirmation by email.

When will I get my order?

  • Orders normally ship within 1-3 business days.
    • Once your package has shipped, you will receive an email confirmation along with tracking details.
  • IF you have created an account you may also log in to see your order details.

What are your payment options

  • We accept all major credit cards and PayPal.

Refunds

  • When your order is refunded it may take up to 3 business days to show on your credit card statement.

Order cancellation

  • An order may be cancelled up until the moment where it has shipped. After that items must be returned in order to get the refund.

Order modification

  • An order may be modified up until the moment where it has shipped. After that no modification is possible.

Gift cards

  • We offer electronic gift cards only therefore they are easy to apply on your orders. They are emailed directly upon purchase.
  • The e-gifts cards are available in amounts of 104, 25$, 50$ and 100$.
  • If the applied e-gift card does not cover the full amount of the order, the balance will be paid by credit card or PayPal.
  • If the amount of the e-gift card is bigger than the amount of the order, the balance can be applied later on your next order.
  • E-gift cards are not cashable.
  • If an order was placed with an e-gift card, then returned, the refund will be applied on an e-gift card.
  • Using the e-gift card is easy, simply mark the code in the discount text box on the check out page. The discount will be applied immediately.

 

Shipping

  • Shipping to Canada
    • FREE shipping on orders of 150$ or more before taxes.
    • Flat rate of 14.99$ is applied. 5-7 business days.
  • Shipping to the US
    • FREE shipping on orders of 150$ or more before taxes.
    • Flat rate of 18.99$ is applied. 5-7 business days.
  • Shipping Worldwide
    • FREE shipping on orders of 250$ or more before taxes.
    • Rates and delay will vary according to destination

In the event that a package is registered as delivered but is reported as lost or stolen and we have no photo proof of delivery, we will return a new package to you. If the items are no longer available, you will be given a credit for the amount of your purchase.

However, if a second shipment is returned to you, please note that this will not be eligible for a refund but only for an exchange or a credit note provided that the return conditions are met

 

Returns and Refunds

  • Within 30 days of the purchase, items can be returned but the Items must be new, unworn, unwashed, unaltered with the original tag still attached and original packaging. Items must free of odours, hair, makeup and deodorant.
  • Items sold in clearance, sale and promotion are final sale.
  • Upon the above conditions a full refund will be issued
  • For hygienic reasons, socks cannot be returned for a refund and are final sale.
  • Returns by mail are free if returned within Canada.
  • Refunds can be issued directly on the card used for payment when items are received and typically take 3-5 business days to show on your statement.
  • We can also refund your purchase in the form of an e-gift card along with FREE shipping on your next order. You will be given the option.
  • Use original packaging must be used for returns. We will provide you with a shipping label that you can use to drop off the package.
  • You will be notified once we received the package and return is processed. 
  • Please allow 10 business days for processing and 3-5 business days for the refund to show.
  • Shipping fees are NOT refundable unless an item was shipped by mistake or item was damaged during transit.
  • We are unable to exchange your product for management reasons therefore a refund will be applied and you will need to place another order with the suitable product.

To start a return process :

  • Click on "Return policy" in the home page bottom menu and log in to your account if not already logged in.
  • Select "Request return" in the order with the item you want to return or exchange.
  • Select a reason and add notes and click on the "Request return" button.
  • You will receive an email confirmation and notifications for the process.

To send the merchandise back :

  • We will send you a shipping label to apply on the package.
  • Make sure the merchandise is packaged in its original packaging and well backed.
  • Apply the shipping label on the package.
  • Drop the package to the nearest office.