Customer Care

Have a question? We can help you!

Email: info@smashitsports.com
Phone: 585-465-3167
Facebook: www.facebook.com/smashitsports
Hours: Mon-Fri 8am to 6:00pm EST (5AM-3:00PM PST)

Address:
Smash It Sports
1861 Scottsville Road
Building 600
Rochester, NY 14623

Store Policies / FAQ:

Special Sales Price Match:

Smash It Sports will not price match our own sale prices. This includes flash sales, black friday sales, and other special promotional pricing.  

ORDER CHANGE REQUESTS:

To best service your order, we ask that you please email Info@smashitsports.com for time-sensitive order change requests. Like changing address, changing product, etc.

Delivery notes placed into order notes during checkout, like “Put on front porch” do not get forwarded to delivery couriers. If you have a delivery instruction, please call us after placing your order. If you order after store closing hours, please email this instruction to info@smashitsports.com. Please note we cannot guarantee the courier will follow your instructions, as they have their own methods of delivering packages outside of our control.

I was contacted by your fraud department. Why? And are you secure?

We employ our fraud department to protect our customer’s data, and to be good citizens on the web. If you are contacted shortly after your order, do not be alarmed, it is our team checking on a few order details. If you comply we can ship your order. This amount to less than 1% of orders, and the process is usually as simple as providing photo ID. Shipping to your billing address can reduce the chance of the order getting flagged for review. Smash It Sports is committed to protecting your data. We employ PCI compliant best practices to ensure your credit card data is not stored on our servers.

How much is shipping / when do you ship?

- We only ship on business days (Monday - Friday). Orders placed on weekends and Holidays will not ship until the next business day. 
-Standard shipping is FREE on most of our thousands of products, with a few exceptions
-Orders placed before 4:00pm eastern will typically ship same day, while Overnight orders are guaranteed to ship same day if placed before 4:00pm eastern

Do Closeout items ship Free?

- No, most closeout items will have a small shipping fee.

Shipping Insurance - Damaged, Missing, & Lost Merchandise Policy

At Smash It Sports, we understand the importance of ensuring your order arrives safely and in perfect condition. That’s why all orders placed through our website automatically include Route Package Protection for a small fee at checkout.

Route Package Protection:

• Automatic Application: Route Package Protection is automatically added to your order to protect against lost, damaged, or stolen items during transit.
• Third-Party Claims Handling: Route is a third-party service that will handle any claims related to damaged, missing, or lost merchandise. To file a claim, please visit https://claims.route.com/.

Removing Route Protection:

• Customer Responsibility: If you choose to remove Route Package Protection at checkout, Smash It Sports will not be liable for any lost, damaged, or stolen items.
• No Coverage: Without Route Protection, any issues related to shipping, such as loss, damage or theft, will not be covered by Smash It Sports.

By keeping Route Package Protection on your order, you can shop with peace of mind knowing your purchase is protected. If you have any issues or questions about filing a claim, Route’s support team is available to assist you throughout the process.

For more details or to file a claim, please visit https://claims.route.com/

Do you charge Tax?

Yes, we charge Tax is some states across the US. If your organization is tax exempt, contact us beforehand to arrange the order (585-465-3167).

Duties and Taxes levied on International shipments are the responsibility of the customer. We do not ship PPD (Pre-Paid Duty). This site uses US Dollars for pricing. If you wish to purchase domestically in Canada, please visit our CA affiliate at: https://canada.smashitsports.com

Can you overnight packages?

Yes, via UPS Next Day Air Saver Order. Orders with Next Day Air, must be completed before 4:00 PM Eastern for guaranteed shipment that business day. Orders placed after 4:00 PM will not ship until the following business day. Pre-Orders are not in stock and wouldn’t be shipped until the stock is in. We ship orders on Monday-Friday. Overnight shipments on Fridays will deliver on Monday. Saturday Delivery is an option for an additional upcharge. If you have any concerns if your order is shipping today or not, give us a call at 585-465-3167.

Failed deliveries due to bad address or refuse delivery: If you entered the wrong address when placing your order, we are unable to update the address once it has left our warehouse. If we need to request a return to sender there will be additional shipping fees to be paid before the order can reship to the correct address. If you decide to cancel your order, there will be a minimum fee of $20 deducted from your refund. If you refuse delivery of a package, there will be a minimum fee of $20 deducted from your refund. 

Do you accept returns?

At Smash It Sports, we want you to be completely satisfied with your purchase. That's why we offer an industry leading 60-Day Return Policy on eligible items that are still in their original condition with the wrapper or packaging intact and have not been used. Read more on our Returns Policy Here

Custom and customized apparel:
We do not allow returns or exchanges on customized apparel or gear items. Name/Number and color/logo customization are very unique to the buyer and all sales are final. If you have an issue with the workmanship or quality of an item, please reach out to us and we will make it right.

Exchanges:

Due to fluctuating inventory, we cannot guarantee that the item you wish to exchange will still be in stock at the time of the return. To ensure availability contact us to purchase the item you want and send back the original item per the above return policy. We will issue a refund for the returned item once received.

Do you ship to Canada?

Yes, most items. Your shopping cart will quote shipping charges. Duties and other taxes are the responsibility of you as the recipient. This site uses US Dollars. Duty and taxes excised by your province or local customs dept. are the responsibility of the customer. If you wish to purchase domestically in Canada, please visit our CA affiliate at https://canada.smashitsports.com

“2-3 day” and “Overnight” shipment terminology does not apply to orders shipping to Canada. Canada shipping is quoted as USPS only and takes an average of 7-10 days to ship and deliver. Variances can occur due to customs delays. Please note customers are responsible for any duties/taxes levied on international shipments.

Do you ship to Hawaii, Alaska, Puerto Rico, Guam, and other US territories?

Yes, we ship mostly USPS here. You will be shown a shipping quote in your cart.

My shipment is late, what do I do?

First, check the tracking number that was emailed to you. If you still have questions, send us an email or call us. Shipping companies can occasionally deliver later than the given ETA date on tracking. We will work with you if your package is delayed. Our contact info is at the top of this page.

My order did not come on time. Am I eligible for a refund?

Smash It Sports and our Shipping Partners can not guarantee a package will be delivered within the time frame given at checkout. Although most of the time packages are delivered within the given window, there are several factors that can affect on-time deliveries such as weather exceptions, natural disaster or other exceptions that are out of our control. Your tracking number will typically show these exceptions as a delay.

My shipment never came and it’s been a week! What do I do?

Sounds like this shipment may be delayed, or it could be lost in the mail. Inquire with customer service and we can direct you. You may have a piece of custom apparel that we could be waiting on too. We’ll let you know.

I received a different product than what I wanted, what do I do?

Did we ship a different item than you ordered? Please contact us. We will cover the costs of shipping to correct this error. You will use a shipping label we provide by email to swap the product for the correct one.

Damaged, Missing, & Lost Merchandise Policy

At Smash It Sports, we understand the importance of ensuring your order arrives safely and in perfect condition. That’s why all orders placed through our website automatically include Route Package Protection for a small fee at checkout.

Route Package Protection:

• Automatic Application: Route Package Protection is automatically added to your order to protect against lost, damaged, or stolen items during transit.
• Third-Party Claims Handling: Route is a third-party service that will handle any claims related to damaged, missing, or lost merchandise. To file a claim, please visit https://claims.route.com/.

Removing Route Protection:

• Customer Responsibility: If you choose to remove Route Package Protection at checkout, Smash It Sports will not be liable for any lost, damaged, or stolen items.
• No Coverage: Without Route Protection, any issues related to shipping, such as loss, damage or theft, will not be covered by Smash It Sports.

By keeping Route Package Protection on your order, you can shop with peace of mind knowing your purchase is protected. If you have any issues or questions about filing a claim, Route’s support team is available to assist you throughout the process.

For more details or to file a claim, please visit https://claims.route.com/

Can I cancel a pre-order?

We do not accept cancellations on any pre-ordered products.

Can I cancel a Shirt of the Month Subscription?

Yes, Please read the Shirt of the Month Billing FAQ page - HERE 

Is your inventory accurate?

We use computerized inventory tracking and if the website says we have it in stock, we believe we do. Mistakes can happen but we take great pains to ensure accurate inventory. If a product you ordered is out of stock when we fill the order, we attempt to call and email you to see if a substitution can be made and a resolution found. If you absolutely want to make sure it’s in stock before you order, give us a call! we’ll be happy to check the shelves.

Where are you located?

Rochester, NY. Most of the east coast is 1-2 days to deliver via USPS. States including Texas and westward are mostly 3-day deliveries. USPS Express is an option for a reasonable fee and will usually deliver in 1-2 days. 1 day to the East Coast and 2 days to other areas.

I have a coupon code that isn’t working. What do I do?

Not all Coupon codes on the internet are valid on our website. Older ads may show coupons that have expired. Some coupons we offer like Military Discount and VIP Text code are not valid on all items on our site. If you have any questions please email us at info@smashitsports.com

Do I send my bat to you for a replacement if it breaks?
At Smash It Sports, we want you to feel confident in your purchase. That's why most bats sold come with a 1-Year Manufacturer Warranty, ensuring that you have the support you need in case of any issues. To activate your warranty, please contact the bat manufacturer. Visit our Warranty Information Page Here

Do not ship warranty bats to Smash It Sports. Bats shipped to us we will make an attempt to contact you. We will hold the bat for 30 days to let you try to reclaim it, then we will dispose of it at our discretion. Please contact the products specific manufacturers warranty department. 

Do You Have Any Coupon Codes?
Yes! Checkout our coupons page here - Coupon Codes

Do You Offer Gift Cards?

Yes, we do! Please treat Gift Cards like cash; if the card is lost or stolen it will not be replaced. Use of gift cards can be redeemed only at www.SmashItSports.com. Gift Cards cannot be exchanged for cash, check or credit. Redeemable only for goods and services not exceeding the remaining credit balance on the card. It may not be returned or redeemed for cash. If the card is not used for a period of 18 months, a service fee of $2 per month will be deducted from the remaining balance until depleted or until the card expires 5-years from date of purchase.

Do you have a low price guarantee or price match?

Yes, please see our price match guarantee page here.

Do you offer Financing?