Fraudulent and Cancelled Orders

Fraudulent Orders

I received an email asking for personal information because my order was flagged as a risk. Is this legitimate?

Yes. If you receive this type of email from customerserviceusa@stingsports.com, it is a legitimate message from Sting.

In 2024, it was estimated that nearly $60 billion in consumer products were lost to fraud. To protect both our customers and Sting, we’ve chosen to implement a secure verification process rather than raising product prices.

Here’s how it works:

Our website security uses background algorithms to evaluate the risk level of every order

• Low-risk orders are automatically approved
• Medium-risk orders require additional verification before processing:
  • You’ll receive an email from Sting explaining why your order was flagged
  • We’ll request two forms of identification to verify the details of your order
  • The name on your payment method must match the identification provided
  • A reminder and final notice will be sent 24 hours before cancellation
  • If verification isn’t received within the stated timeframe, your order will be cancelled
• High-risk orders are automatically cancelled for security reasons. If you’d like more information, we can provide a screenshot from your order history upon request
  • In these cases, no payment is processed. Any pending charges shown by your bank will clear once the order is cancelled

Important: Payment is not finalized until verification is complete. Your bank may show a pending charge, but if your order is cancelled, that pending transaction will drop off and no funds will be taken.

Out of Stock or Unavailable Items

If an item becomes unavailable after your order is placed, we’ll notify you by email. You’ll have the option to:

• wait until the item is back in stock,
• choose an alternative item, or
• receive a full refund (including shipping and taxes, if applicable)

 If we don’t hear back within the timeframe specified in the email, your order will be cancelled.

Order Cancellations

I no longer want my order — can I cancel?

Once payment has been made and your order is confirmed, we’re unfortunately unable to cancel it. You’ll need to wait until your order is delivered and then go through our Exchanges & Returns process.

I ordered the wrong item — can I cancel?

Orders cannot be canceled once confirmed. You’ll need to wait until your order arrives and then submit a request through our Exchanges & Returns process.

I entered the wrong shipping address — what should I do?

If you’ve entered the wrong shipping address, please email us as soon as possible at customerserviceusa@stingsports.com with your order number (US#####) and the correct address.

• We’ll do our best to update the address with the carrier
• If the carrier cannot update it and the package is returned to our fulfillment center, we can either reship it (with a $9.95 shipping fee) or issue a refund in line with our refund policy
• If the package is delivered to the incorrect address entered at checkout, please note we cannot replace it. For more details, please see our Missing Orders policy here

I no longer want my order — can I cancel?

As cancellations aren’t possible once payment is confirmed, you’ll need to wait until your order is delivered and then go through our Exchanges & Returns process.

Cancellation Fees

If we request verification and do not receive a response within the stated timeframe, a $5.00 cancellation fee will be deducted from your refund. This covers non-refundable financial institution fees.

Once your order is cancelled, you’ll receive an automated confirmation email. Refunds typically take 3–5 business days to appear in your account, depending on your financial institution.