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FAQs

FAQS & POLICIES

Kindly note that ALL USPS & UPS shipping times are estimated & we cannot make any guarantees. We appreciate your understanding!

 

SHIPPING FAQS

[ STANDARD SHIPPING SPEEDS ]

   

  • If you see the ‘Quick Ship’ logo listed on the product page, please allow 2-3 business days for processing, for ALL orders prior to shipment. This includes shipping methods.

  

  • If you see the 'Print On Demand' logo listed on the product page, this indicates that this product is made & sewn to order, therefore your order is estimated to arrive in 7-21 business days.

  • Please also note that we do not accept returns or exchanges on “print on demand” products due to custom production.  

  • If you see the 'Deferred Ship' logo listed on the product page, this indicates that this product will not be shipped from our facility for 3-4 business days. In this allotted time your tracking details will not show any movement for your order.

[ SHIPPING CARRIERS ]

  • USPS Ground Advantage & Priority Mail — estimated 2-7 business days
  • UPS Ground — estimated 2-5 business days

[ WHAT IF I CAN’T FIND MY PACKAGE? ]

We are sorry to hear that! We ask that you double check that your package has not been misplaced by another family member or neighbor. If your package still seems to be missing please file a ‘missing mail piece’ claim with USPS to locate your package. 

https://www.usps.com/help/missing-mail.htm

[ MY ORDER IS SHOWING AS DELIVERED, BUT I DIDN'T RECEIVE IT. WHAT DO I DO NOW? ] 

We're here to help! If you have not received your order by the 2nd business day after it has been scanned as "Delivered," please contact us using the options below, so we can make it right.


We find that carriers may accidentally scan a package as “Delivered” in error. This is often resolved at the end of the day and almost always within 2 days. If you have not received your order within 2 days of the carrier marking your order as delivered, please contact us using the options below, so we can make it right.

[ WHO DO I CONTACT IF I NEED HELP WITH AN ORDER OR A SHIPMENT? ]

  • Please send an email to customerservice@phenomelite.com

[ DO YOU SHIP INTERNATIONALLY? ]

Yes, Phenom Elite ships worldwide. Customers are responsible for any duties and taxes on international orders. 

Kindly note, ALL international shipping addresses must be in the ROMAN alphabet.  

 

RETURN & EXCHANGE FAQS

[ RETURNING APPAREL, FOOTWEAR, AND ACCESSORIES? ]

We want to ensure you are satisfied with our product. Apparel must be returned within 45 days of purchase unwashed, with its original sales receipt & with all tags still on. Please note that we do not accept returns or exchanges on “print on demand” products due to custom production.  

Footwear must be unused and packed as provided in its shoe box. Please note that we do not accept returns on socks or mouth guards due to safety precautions, unless the item you received is otherwise damaged.

    [ WHO DO I CONTACT IF I AM INTERESTED IN A TEAM ORDER? ]

    • Please send an email to team@phenomelite.com

    [ WHAT IS YOUR RETURN POLICY? ]

    If an exchange needs to be made, please begin the exchange process at the link below. Exchange shipments are dependent on in-stock availability.

    Return Center: INSERT HERE

    Please Note: For custom print on demand apparel items, there are no refunds or exchanges. 

    Return shipping address:

    Phenom Elite           

    720 Gracern Road Suite 401                                                                

    Columbia, SC 29210

    [ WHAT HAPPENS IF I RETURN USED / WORN CLEATS? ]

    We're here to help! If for whatever reason you try on your cleats, rough them up or realize at practice they’re just too big, we’re happy to provide merchandise credit or an exchange for another size. Kindly note, at this time we are unable to provide any refunds for used or worn products.

    [ PRE-ORDER POLICIES ]

    When placing an order for a pre-ordered product you are given an estimated shipment date from which your order will ship from our fulfillment center. Please note this date is not a guarantee. 

    Once an order has been placed including a pre-ordered product please note no changes, cancellations, or refunds can be made. 

    [ PRE-ORDER RETURNS & EXCHANGES ] 

    All returns & exchanges for pre-ordered products must be returned or exchanged within 45 days of the shipment date.

    GENERAL FAQS 

    [ I EMAILED CUSTOMER SERVICE, WHEN WILL I GET A RESPONSE? ]

    You’ll receive an email almost immediately after contacting us. This will let you know we’ve received your message and are working to answer your questions as fast as we can, but we estimate it can take up to 3-4 business days. Kindly note, customer service is only available Monday thru Friday.

    [ ORDER CANCELATIONS ]

    Due to current fulfillment volume once an order is placed it unfortunately cannot be cancelled or changed. If it turns out you still need to return or exchange items from your order check out our return policy above. 

    [ DISCOUNT CODES ]

    Unless otherwise noted, use of one discount code per order is standard. You may not use two discount codes on the same order. 

    [ ORDER INFORMATION ]

    Phenom Elite is not responsible for any incorrect information entered by the customer during the ordering process. Phenom Elite will ship to the shipping address provided unless it is incomplete. In the event that an address is incomplete, Phenom Elite will contact the customer to complete the address and fulfill the order.