Fraudulent and Cancelled Orders

Fraudulent Orders

I received an email requesting for personal information because my order flagged as a risk, is this legitimate? 

• Yes, this email is a legitimate email from Sting.
• In 2024 it is estimated that almost $60 billion in consumer products will be lost to fraudulent activity. To protect our customers and Sting we have two options;
  • We can raise our prices to compensate for this loss, or
  • Institute the below security screening so that our prices can remain the same
• Our website security uses background algorithms to evaluate the level of risk for each order
• Low risk orders are automatically authorized
• Medium risk orders will require the below verification before they are processed:
  • You will receive an email from Sting with a screenshot as to the reasons why your order is medium risk
  • We request two forms of identification to verify the details within your order
  • The name on the payment method and other identification documents must match
  • If we do not receive the verification information within the timeframe stated within the email, the order will be cancelled
  • We will send a reminder and final email 24 hour prior to order cancellation
  • The payment is not processed until we authorize the transaction. Your financial institution transaction history might have a pending charge or hold on your account. If the order is verified this will be posted to your account. If the order is cancelled it will not post to your account and will drop off your transaction history

I didn’t request my order to be cancelled, yet I received an email that my order was cancelled, why?

• High risk orders are automatically cancelled. If you need clarification as to why, upon request we can email you a screenshot from your order history.
• In these situations, the payment is not processed. Your financial institution transaction history might have a pending charge or hold on your account. Once the order is cancelled the transaction will not post to your account and will drop off your transaction history
• If Sting requests information from you regarding your order and we do not receive an answer within the specified timeframe stated in the email, we reserve the right to cancel your order. Less the fee as outlined below

Out of Stock or Unavailable Items

If an item becomes unavailable from the time your order is placed to the time is expected to dispatch, we will notify you by email. You will be given the opportunity to:

• wait until it comes back in stock,
• choose an alternate item, or
• receive a full refund including if applicable shipping or tax charges

You will be given a timeframe in which to respond. If we do not receive a response your order will be cancelled as outlined below.

Are there fees if my order is cancelled?

• If we request information from you which is not responded to within the timeframe specified there is a $5.00 cancellation fee deducted from the refund total to cover financial institution fees that are not returned when an order is cancelled
• You will receive an automated email once the order has been cancelled. Allow 3-5 days for the funds to show as available in your account depending on your financial institution

Can I cancel my order? Once payment has been made and the order is confirmed we are unable to cancel it.

• I ordered the wrong item, how can I cancel my order?
  • You will need to wait until you receive your order and go through the exchanges and returns process here 
• I entered the wrong shipping address, can I cancel my order?
  • Please send an email to customerserviceusa@stingsports.com as soon as possible with your order number (US#####) and the correct shipping address
  • We will attempt to update the shipping address with the carrier on your behalf
  • If the carrier is unable to update the shipping address and cannot deliver the order due to incorrect information, they will return the item to our fulfillment center
  • Please keep an eye on the tracking information. Once our fulfillment center receives the original order we will offer you a reshipment or a refund. Please note reshipments will require a shipping fee of $9.95 and refunds follow our policy here
  • If the order is delivered to an incorrect address note: it is up to the customer to provide clear and accurate shipping details. Sting can only ship to the address provided on the order. Please review our Missing Orders policy here
• I no longer want what I ordered, can I cancel my order?
  • You will need to wait until you receive your order and go through the exchanges and returns process here