SVP Package Protection Policies

SVP Package Protection is an optional service offered by SVP Sports that provides additional protection in case of delivery issues.

If SVP Package Protection is added to an online order placed on SVPSPORTS.CA, the customer is entitled to faster processing and a quick decision in case the package is lost, damaged or stolen, in accordance with the policies given in this document.

  • The amount charged for SVP Package Protection varies depending on the order value.
  • This service is applicable only for shipping orders and not for store or curbside pick up orders.
  • SVP Package Protection does not guarantee a favourable resolution because delivery issues need to be investigated and verified. However, it does ensure high-speed processing from our end.
  • Resolving delivery issues for unprotected orders could take up to 4 weeks. In case of orders with SVP Package Protection, we do our best to resolve delivery issues in a matter of days.
  • If a delivery issue is confirmed, SVP Sports will offer to reprocess the order or offer online credit (excluding the amount paid for SVP Package Protection).
  • Refunds are not offered in case of delivery issues.
  • SVP Package Protection does not protect orders where wrong or incomplete shipping information was provided.
  • This is not an insurance policy.

TYPES OF DELIVERY ISSUES AND HOW TO GET A RESOLUTION

a) Tracking Says “Delivered” But Package Not Received

  1. Track your order on the shipping company’s website and identify where the package was delivered. The package could have been placed in a particular area around your address, your community mailbox or even a nearby post office. Make sure you check the area around your address carefully.
  2. If you don’t find the package anywhere, please contact the shipping company immediately and ask them about the missing delivery by providing your tracking number. In most cases, the shipping company will be able to locate the package and get it delivered to you.
    Contact FedEx >>
    Contact Canada Post >>
    Contact Flashbox >>
  3. Inform the SVP Sports customer service department by emailing online@svpsports.ca or calling +1 416-675-9235 Ext. 233. Provide all the information regarding the delivery issue including any information or ticket number provided by the shipping company.
    You must do this within 14 days from the date the tracking said “Delivered”.
  4. SVP Sports customer service will file your case, get in touch with the shipping company and wait for 5 business days from the date the tracking said “Delivered”. You will be given a “Follow Up Date” and you will be required to contact SVP Sports on that date. You will also be required to inform SVP Sports in case your package is received before the “Follow Up Date” and reply to any communication you receive from SVP Sports or the shipping company.
  5. SVP Sports will take a decision on the case within 2 business days from the “Follow Up Date” and inform you by email or phone.

b) Tracking Says “Pending” For Many Days or Stuck “In-Transit”

  1. Please contact the shipping company immediately and ask them about the missing delivery by providing your tracking number. In most cases, the shipping company will be able to locate the package and get it delivered to you.
    Contact FedEx >>
    Contact Canada Post >>
    Contact Flashbox >>
  2. Inform the SVP Sports customer service department by emailing online@svpsports.ca or calling +1 416-675-9235 Ext. 233. Provide all the information regarding the delivery issue including any information or ticket number provided by the shipping company.
    You must do this within 21 days from the last tracking update.
  3. SVP Sports customer service will file your case, get in touch with the shipping company and wait for 7 business days from the last tracking update. You will be given a “Follow Up Date” and you will be required to contact SVP Sports on that date. You will also be required to inform SVP Sports in case your package is received before the “Follow Up Date” and reply to any communication you receive from SVP Sports or the shipping company.
  4. SVP Sports will take a decision on the case within 5 business days from the “Follow Up Date” and inform you by email or phone.

c) Order Delivered Safely But Items Missing or Damaged

  1. Contact the SVP Sports customer service department by emailing online@svpsports.ca or calling +1 416-675-9235 Ext. 233. Provide all the information regarding the issue including photos of the products or packaging and the order printout sheet.
    You must do this within 5 days from the delivery date.
  2. SVP Sports customer service will file your case and check things internally and with the shipping company, if need be. You will be given a “Follow Up Date” and you will be required to contact SVP Sports on that date. You will also be required to inform SVP Sports in case you receive the missing items before the “Follow Up Date” and reply to any communication you receive from SVP Sports or the shipping company.
  3. SVP Sports will take a decision on the case within 2 business days from the “Follow Up Date” and inform you by email or phone.

Add SVP Package Protection to your order to avail this service >>