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Holabird Sports

Holabird Sports Frequently Asked Questions

Account

Why should I sign up for an account?

Signing up for a HolabirdSports.com account allows you to:

  • Store account information for speedier checkout on future orders.
  • Access your order history.
  • Quickly track order shipments.
  • Create and share a wish list.
  • And more!

Create an Acoount Now

What do I do if I forgot my username and password?

Click Forgot Password. Enter your email and a new password will be sent to you.

How do I update the email address in my account?

Log in to your account and select “Account Information” to update your email address.

What is my Holabird Account Number?

For returning customers, your account number is the contact phone number you usually provide.



Emails

Why haven’t I received any emails?

To ensure receipt of our emails, please add info@holabirdsports.com to your Address Book. Our emails may have been accidentally flagged as spam and moved to a junk or spam folder by your email client. If you’re still having trouble, please email info@holabirdsports.com and we’ll check your email address.

How do I unsubscribe?

Every newsletter email you receive has an “unsubscribe” link at the bottom. These emails are only sent through your email subscription. You can update the number and type of emails you receive by entering your email in the newsletter signup on our homepage and following the directions emailed to you.

Emails pertaining to your order or emails requesting information, such as an email to obtain a new password, are not a subscription and will not continue once we have sent you all of the information you need.



Merchandise

How can I write a product review?

Go to the product page for the product you want to review and click Write a Review found at the top or bottom of the page. An easy to use form will display. Fill in the requested fields and click Preview. When you are happy with your post, click Submit. It’s that easy!

Your Reviews:

  • Help us do a better job.
  • Help other customers while shopping.
  • Help manufacturers improve products.
  • Are truly appreciated!

Are you an authorized dealer?

Yes! We are an authorized dealer of every brand we stock and every item we sell is first quality, new, unused and undamaged.

Is everything you sell shown on your website?

No. Due to manufacturer restrictions, some items cannot be listed on our website. Also, when new merchandise arrives, images and descriptions are created before listing the item on the site. If there is an item you're looking for, but don't see, please don't hesitate to call 1-866-860-1416 or email info@holabirdsports.com.



Orders

How do I change or cancel my order?

Please call 1-866-860-1416 as soon as possible. Due to the volume of orders being processed, we cannot guarantee changes or cancellations but we promise to do absolutely everything we can. The sooner we know what you need changed, the better our chances of making it happen. If we are unable to complete your request and you need to return or exchange your merchandise, please contact us.

Can you tell me when I ordered my last pair of running shoes?

Yes, we certainly can! You can always check “My Account” to view your online order history. However, if the order was placed prior to the launch of our online account system, or you do not have an account, please contact us and we will be happy look up your order history for you.

Where is my order confirmation number?

Your order number is your confirmation number. This number can be found on the final screen of the online order process, is included in your order confirmation email, and can be found in your Holabird account. Simply login to “My Account” and click on the “My Orders” link. If you already have a Holabird Sports account you must be signed in before you complete your purchase; if you weren’t signed in to your account when you made that particular purchase then the order will not show up in your “My Account” section. Your order has still been placed and you will still receive a confirmation email. You can always call or email us to double check. If you don’t have an account you will be given a chance to create one during the order process.

Why was my order put on hold?

Orders are placed on hold when problems arise during processing. Problems may include things like out of stock merchandise, etc. As soon as a problem is found, the order is placed on hold and we try to contact you. For more information call or email info@holabirdsports.com and a customer service specialist will assist you – when contacting us, please reference your order number.

Can I email an order?

No. Sending your credit card information through email isn’t secure and should be avoided. Holabird Sports will never ask you for secure information through emails. For your safety, please order online through our secure website or give us a call at 1-866-860-1416.

How do I send a written order?

Please download our printable order form. Mail this form with your payment to:

Holabird Sports
9220 Pulaski Highway
Baltimore, MD 21220

How do I place an order if I'm not comfortable ordering online?

You can call us at 1-866-860-1416 and talk to one of our customer service specialists or you send a written order with your payment. Download Printable Order Form

If something can’t be ordered online can I order it over the phone?

It depends on the item—occasionally manufacturers place restrictions on certain products. If something cannot be ordered online please call 1-866-860-1416 and one of our Customer Service Specialists will be happy to assist you.

Where is my invoice?

Your invoice is the bright yellow paper and is packaged with your merchandise shipment. If you ordered shoes, the invoice may have been slipped inside the shoebox.

Do you accept purchase orders?

Yes. Purchase orders are accepted from schools, prisons, and the federal government. To place a purchase order, please download our printable order form and read the helpful facts shown below.

  • First-time purchase order customers require approval: please submit your order first and we'll contact you.
  • Returning purchase order customers: To help us process your order faster, please include your Holabird Account Number.
  • Fax all purchase orders to (410) 687-7311.
  • A cover sheet on official company letterhead is required.
  • Be sure to include a valid purchase order number, contact name, phone number, and shipping address with your order.
  • Please note, there is a 3 case limit on cases of tennis balls; when ordering larger quantities, contact us for exact shipping rates.


Order Tracking

How do I track my order?

Internet Orders (excludes Canada Orders)

Once your order has shipped, you will receive an email with your package tracking number and a link to track your package. You can also track your package through your Holabird Account. Log in by clicking “My Account” on the top navigation bar. Once logged in click “My Orders” to track shipped orders.

Keep in mind that if you place an order while not logged into your account, you will not be able to track that particular order through your account. However, you can still track your package using the information provided in your tracking email or by contacting us.

If you don’t have a Holabird Account or can’t find your tracking number, call 1-866-860-1416 or email info@holabirdsports.com. When contacting us, please reference your order number. If you don’t have your order number, don’t worry—we can find it using the email address you used to place your order.

Canada Orders

Unfortunately, tracking numbers for Air Parcel Post are not electronically communicated to our online system. If you have a problem with a Canadian order, please call us at 1-866-860-1416 or email info@holabirdsports.com. Under normal circumstances, we allow up to 14 business days for Air Parcel Post to deliver packages. After 14 days, we will open a query with the Canadian postal system to locate your package.

Phone and Mail-orders

Please call 1-866-860-1416 or email info@holabirdsports.com and a customer service specialist will be happy to provide you with the tracking information for your package. When contacting us, please reference your order number. If you don’t have your order number, please provide the name, phone number, and billing zip code provided when placing the order.

Why doesn’t my tracking number work?

Tracking doesn’t appear until after the order ships and the shipping information is processed into our database. Keep in mind that it can take up to two business days for your order to process and ship.

If a tracking link has been provided but no information appears, don’t worry: your package is likely in transit. The courier scans your package at various checkpoints en route and, much like our system, updates the information into their database at scheduled intervals. Updates about your tracking number may not display for up to 1 business day after your order has already left our warehouse. Please check the tracking number again later. If you are still having difficulty please call us at 1-866-860-1416 or send an email to info@holabirdsports.com.

Why don’t orders shipped to Canada receive a tracking number?

Unfortunately, tracking numbers for Air Parcel Post are not electronically communicated to our online system. If you have a problem with a Canadian order, please call us at 1-866-860-1416 or email info@holabirdsports.com. We will open a query with the Canadian postal system and help you track your package.

What should I do if I haven’t received my order?

If you have your tracking information, please try tracking your package. It may still be in transit. If you don’t have your tracking information or need additional assistance, please call (866) 860-1416 or email info@holabirdsports.com.



Payment

What forms of payment do you accept?

Online, Phone & Fax Orders: VISA, MasterCard, Amex, Discover, Holabird Sports Gift Certificates, and Holabird Sports Gift Cards.

Mail-orders: All of the forms of payment listed above, plus personal checks, cashier’s checks, and money orders. Please note: All starter checks will be held 18 days for clearance. Personal checks from Canada must include a 9-digit routing number and be submitted in U.S. Dollars.

International Customers: Please read our International Shipping Policy

Do you accept cashier’s checks or money orders?

Yes, cashier’s checks and money orders may be mailed as payment with your written order. Download Printable Order Form

Do you accept personal checks?

Yes, personal checks may be mailed as payment with your written order. Download Printable Order Form

If your order total exceeds $999.99 please contact us before sending a personal check as payment.

Starter checks are held 18 days for clearance.

Personal checks from Canada must include a 9-digit routing number and be submitted in U.S. dollar.

Do you accept international credit cards?

No, at this time we cannot accept international credit cards. Please read our International Shipping Policy

Is it safe to use my credit card or debit card on your site?

Yes! We use state-of-the-art VeriSign 256-bit SSL certificates to encrypt the connection and transmission of data between your computer and our servers. Necessary information is stored in a secure environment and sensitive information remains encrypted. We do a daily malware scan of our website to make sure nothing bad has gotten in. Furthermore, our website is checked daily by MacAfee which provides a daily security scan to test for identify theft, viruses, spyware and other threats.

While we use the best SSL encryption to protect sensitive information online, we also do everything in our power to protect user-information off-line. All of your personally identifiable information is restricted in our offices and only employees who need the information to perform a specific job are granted access. Our employees must use password-protected screens when they leave their desk and when they return, they must re-enter their password to re-gain access to your information. Furthermore, all employees are kept up-to-date on our security and privacy practices.

Do you charge sales tax?

A 6% sales tax is applied to all orders shipped within the state of Maryland. Orders shipped outside of the state of Maryland are not charged sales tax.

Can I use a debit card on your site? Is it safe?

Yes! If you can use your debit card as a credit card it can be used on our website. In other words, if your debit card has a major credit card logo (VISA, MasterCard) then it may be used. However, if your debit card does not have a credit card symbol and requires a pin number we will be unable to process your payment.

Why does my account show multiple charges?

Unless the orders have been processed and shipped then the amounts you see are not actual charges. They are holds. A hold is placed by the bank which issues your credit card to make sure the necessary funds are available. If you accidentally hit the “submit” button twice or a multiple order is accidentally submitted then a hold is generated for each order. However, you are only charged for orders that we process and ship.

Based on your bank’s individual policies the bank will automatically release any unprocessed order holds once the pre-designated hold time, determined in their policy, has been reached. This generally occurs within a matter of days.

We try to catch all multiple submissions. However, the only way to completely avoid accidental holds is to only hit the “submit” button one time.

Why can’t you remove the hold on my card immediately?

Unfortunately, we have no power to release a hold. The bank which issued your credit card controls any holds on your account. These holds should automatically release after the time designated in your bank’s policies. Please contact your bank to discuss the release of your hold.



Pricing

Do you match advertised competitor prices?

We work hard to make sure that we always offer the lowest possible price on every item we sell. Occasionally, one of our competitors may have a lower price than us. Although we cannot guarantee that we will match the price, we often can. Please just contact us and we’ll be happy to look into pricing for you.

Why do some items say "Call" or "Add to Cart" instead of displaying a price?

Many manufacturers have Minimum Advertised Price (MAP) policies that state the lowest price we are allowed to display. If our price is lower than MAP, we are unable to display it online. Some policies allow us to display the price in the shopping cart while other policies require that you call for pricing. This is not a trick: You can always remove the product from the cart if you are unhappy with the price. We understand the inconvenience that this may cause; however this is the only way we can display these products online without increasing our prices. Whenever you call Holabird Sports you will immediately be talking to a live person who will be more than happy to help you find the price you need.

How do I check the price and order items that don’t display a price?

Depending on the item you can either add it to your cart or call us at 1-866-860-1416. The product page will tell you the best way to find the price you need. This is simply because we can’t display prices that are lower than the set MAP (Manufacturers Advertised Price). If you don’t like the price you can always remove it from your cart.



Processing & Shipping

For additional information about shipping, please read our Shipping Policy.

How long before my order ships?

We try to ship out every order as soon as possible and most orders ship within two business days. Our business days are Monday through Friday, with the exception of national holidays. Please refer to our Shipping Policy for shipping and delivery estimates based on your location.

In the event of an unforeseen problem an order may be delayed (this rarely happens). If a problem does arise we will attempt to contact you to resolve it—as soon as we are aware of the problem.

How long before my order is delivered?

Most orders process and ship from our warehouse within two business days. This includes orders shipped by upgraded shipping methods (Priority Mail, 2nd Day, Next Day). Every effort is made to ship all orders as quickly as possible. Transit time varies based on shipping method and location. Please refer to our Shipping Policy for more information.

What is a business day?

Business days are Monday through Friday. If your package didn’t ship Friday, it will ship the following Monday.

Why do I need to select Priority Mail delivery for my P.O. Box address?

When we ship an item ground, we use multiple couriers (UPS, USPS, etc.). We have a computerized shipping system which automatically selects the cheapest courier based on package size, weight and the delivery location. This helps us to keep our prices down and allows us to continue to offer free shipping. However, it also means that we can’t guarantee that USPS will be the courier for your package and we can only use USPS to ship to a P.O. Box. Therefore, in order to guarantee delivery by USPS to your P.O. Box “USPS Priority Mail Shipping” must be selected.

Why are some items like tennis balls and court equipment restricted to US Ground Shipping?

These items have weight restrictions. We note all weight restrictions on the individual product pages.

Why do some items have a "US Sales Only" shipping restriction?

Some of our manufacturers have shipping restrictions. If an item is marked U.S. sales only we can only ship the item within the 50 states and the District of Columbia. If you are unsure whether or not we can ship to you, please email info@holabirdsports.com or call 1-866-860-1416.

Do you ship internationally?

We will ship internationally if you submit a written order, include a money order as payment, and make all shipping arrangements. The money order provided must be in U.S. dollars, include a 9-digit routing number, and be drawn off a U.S. bank. To make shipping arrangements you will need to locate and contact a shipping company located in the U.S. who will forward your order to you. We can either ship direct to that shipping company or they can arrange a pickup from our warehouse. All associated shipping costs are your responsibility and $5.95 shipping to cover packaging costs will be added to your order.

How much are my country’s custom fees?

Shipments outside the United States are sometimes subject to import duties and taxes which are levied once the shipment reaches your country. These duties and taxes are the responsibility of the recipient of the shipment and are not paid by Holabird Sports. Customs fees and policies can vary widely from country to country. Please contact your local customs office for details before you place your order.

Why did it take so long for someone to contact me?

We contact everyone as soon as an issue arises with their order. Unfortunately, this can sometimes occur later in processing then we would like. We sincerely apologize for any delay.



Promos, Gift Certificates & Gift Cards

Where do I get a promo code?

Promo codes (also known as coupon codes) are occasionally offered during race and tennis events, in our email newsletter, on the Holabird Sports Facebook and Twitter feed, in printed advertisements, and through affiliate sites.

How do I enter my gift certificate or gift card number?

On the checkout page there is a box for gift cards or gift certificates. Enter one complete number in the box and click the “Apply” button. Gift certificates are printed on your invoice and are case sensitive.

How do I find my gift card number?

On the back of the gift card you will see a silver scratch-off bar similar to the scratch-off of a lottery ticket. Gently scratch this off and the number will be underneath.

How do I check my gift card balance?

On the checkout page, you can enter your gift card number in the Gift Card box. Then, click the “Check Balance” button. You can click “My Account” from the top navigation bar. Once you are logged in, click “Gift Card” on the left hand side. Enter the Gift Card Code in the appropriate box and click the “Check Balance” button. You can also call our Customer Service department at 1-866-860-1416 and they can check the balance of your Gift Card for you.



Returns & Warranty Claims

For additional information about returns & warranty claims, please read our Return Policy and Warranty Policy.

How can I return something for exchange or credit?

If you need to return merchandise, call 1-866-860-1416 or email info@holabirdsports.com to get a Return Authorization (RA) number. We will happily walk you through our returns process. For more information please refer to our Return Policy.

How do I return a warranty claim?

If you return an item under warranty, call 1-866-860-1416 or email info@holabirdsports.com to get a Return Authorization (RA) number. We will happily walk you through our warranty process. For more information please refer to our Warranty Policy.

How should I package my return or warranty claim?

All packages shipped to Holabird Sports should be packaged so that the original manufacturer’s packaging is not exposed. This means, shoe boxes, racquet covers, or other manufacturer boxes should be wrapped in brown paper or other packaging materials. Please do not attach a shipping label directly to the manufacturer package. To avoid confusion please read: Why can’t I use a shoebox as packaging?

Our Warranty Policy and Return Policy contain specific instruction for sending merchandise back to us. If you have any questions or need additional assistance, our Customer Service Specialists can assist you when you contact us for your Return Authorization number. Call 1-866-860-1416 or email info@holabirdsports.com before sending any packages to us.

Why can’t I use the shoebox as packaging?

We need the original shoebox to restock and resell a return. If the box has been taped, written on, stamped, or otherwise damaged we can’t use it again. While we understand that you might have put the original shoe box inside of another shoe box, there is no way for us to know this without opening it to see what’s inside. Unfortunately, improperly packaged boxes (including all unwrapped shoeboxes) are rejected for prior to receipt in our Returns Department and are therefore not opened. To avoid having your unopened package returned to you, please package your return in any box that is not a shoe box. If a shoe box is used then please wrap it in brown paper or other wrapping material.

Package Examples

We sincerely apologize if this causes any inconvenience. If you have any questions about packaging your return, please contact us and we will be happy to assist you.

Why was my unopened return or warranty claim rejected?

Improperly packaged returns are refused. For more information, read: How should I package my return or warranty claim?

How long do I have to return something?

You have 30 days from the date of purchase to return unused merchandise for exchange or refund. We understand that sometimes it may take longer than 30 days for you to find time to return an item. If it has been longer than 30 days, please call 1-866-860-1416 and speak to a Customer Service Specialist to discuss your return.

How do I return a gift?

We understand that sometimes gifts—even given with the best intentions—aren’t always the right fit. We are happy to exchange gifts (as long as they are unused) for other merchandise or a Holabird credit. The easiest way to make your return is with the original receipt. If you don’t have the receipt the return can still be made as long as we can locate the original order. This can usually be done using the name of the person who gave you the gift, their phone number, and/or zip code. In either case, call 1-866-860-1416 to speak to a Customer Service Specialist. We’ll walk you through the returns process and give you a Return Authorization number.

How will I get my refund? How long will it take?

Your money will be refunded the same way that you paid for your order. For example, if you paid for your order with a credit card your money will be refunded to the same credit card. Please allow two business days for processing. Please allow 4 - 8 weeks to receive your refund.

Why was my return rejected for being used?

All returns are carefully inspected before they are returned to our inventory. If there is any evidence that an item has been used we will be unable to accept the return. Only merchandise returned in 100% unused, resalable condition is accepted. Shoes should be tried on using a carpeted surface and returned without sock fuzz, dirt, or signs of wear. Racquets should show no evidence of scratches, ball fuzz, or use, and the grip should remain wrapped. If you would like to demo a racquet before making your final purchase please check out our Demo Program. Packages, like those containing string and grips, must be unopened. Electronics must be returned exactly as received and should not be turned on or tested. Apparel must be unwashed and unworn and all tags must be intact. All rejected returns are shipped back to you with a note. Please call 1-866-860-1416 or email info@holabirdsports.com with any questions about your rejected return.

Why do I have to ship my return before you send the item I want in exchange?

The quickest way to complete your exchange is to place a new order for the desired item and return the original item for a full refund. Please make sure to contact us for approval if the time from purchase has exceeded 30 days (before you order the new item).

Why do I have to ship warranty claim before you send my replacement?

Before replacement merchandise can be shipped we need to confirm that your warranty claim qualifies for a replacement (based on the manufacturer policies). As soon as we confirm that your item is eligible for warranty coverage we replace the item. If no replacement is available then we are happy to offer you a store credit. In fact, if you prefer store credit instead of a replacement item, please include a note with your warranty claim. Footwear outsole guarantees are only eligible for a one-time replacement. If a warranty claim is found ineligible for replacement then the item is returned to you.

If you need a replacement quickly you are welcome to place a new order for the replacement; however, this new order is completely separate from the warranty claim and you will still receive a replacement or store credit for the warranty claim once it is approved. Warranty Claims usually take 10 days to process and replace in house. However, in some cases the item needs to be shipped to the manufacturer for inspection and replacement, which can take 4-8 weeks.



Store Hours

Why aren’t you open on Sunday and why aren’t you open later?

We are a small family-owned business with a family-oriented spirit. Our dedicated staff of enthusiastic employees works hard to provide you with the best possible service during our posted Monday thru Saturday hours. We are committed to our customers, but are also committed to our families, running, tennis, health and wellness, and enriching our personal lives. When we aren’t working for you we’re engaging in the many other things we love and recharging our batteries. When you contact Holabird Sports, you’re always connected to a local expert, with an exceptional attitude, who is ready to help you with whatever you need. Every employee receives hands-on training for all new merchandise and is able to familiarize themselves with the products first hand. When we’re here, we’re here for you 110%.



Tennis Racquet Demo Program

If you are a local customer, read our Showroom Demo Information.

How do I demo a racquet through your website?

To shop for demos, browse our extensive selection of tennis racquets and look for the steering wheel icon. This icon lets you know a demo racquet is available. Once you have chosen a demo racquet, select a size marked “Demo” from the size selection box and add it to your shopping cart. If for some reason, there are no demo sizes listed, the available demos have all been checked out. Please contact us regarding availability or check back in a few days.

Keep in mind that demo racquets must be purchased separate of other merchandise. If you are ordering other merchandise, please complete your order before trying to order any demo racquets. Up to three demo racquets may be ordered at one time.

You will only be charged shipping costs to demo racquets. However, a hold for the amount of the racquet subtotal will be placed on your credit card when you submit your order. This hold is released when the racquets are returned.

For more information please read about our Demo Racquet Program.

Why isn’t there a Demo Grip Size in the size options drop box for the racquet I want?

If no Demo Grip Sizes are listed in the drop-box then demos are not currently available. This might mean that all demos are currently in the hands of other customers or demos may no longer be available for the frame you are interested in. Please contact us regarding availability or check back in a few days.

Why can’t I order a demo racquet with other merchandise?

Due to predetermined shipping and rates for demos and in order to process and ship them quickly; they are handled separately from other merchandise. If you would like to order a demo and purchase merchandise please first complete your demo order, then place a second order for all other items. We’re sorry if this causes you any inconvenience.

Why was I charged for the demo racquet I returned?

If your demo racquet was returned more than 7 days late then your card may have been charged. A refund will be issued when the returned racquet is received. If you have questions about your refund please call (866) 860-1416 or email info@holabirdsports.com.



If your question was not answered in this FAQ please email info@holabirdsports.com or call us at 1-866-860-1416.

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