Help & FAQs – Supersports Vietnam

Help & FAQs

ORDERING
  • How to order on Supersports website?

    Please read the detailed instruction HERE.
  • How to cancel my order I have placed?

    You can cancel your order if your order has not been progressing yet.

    Please contact our Customer Service if you need to check the status of your order or need help canceling an order:

    + Call center: 1900 63 64 01 (from 09h00 to 18h00 daily)

    + Email E-Commerce Department (Supersports Online): ecom@supersports.com.vn

    + Email Customer Service (Offline): ce@supersports.com.vn

    Once the order has been cancelled, you will receive our confirmation email. Please note that we will not be able to change the status of your order once it has been cancelled.

  • How will I know if my order has been placed successfully?

    After completing your order, you will receive an Order Confirmation Email from Supersports along with the details of the order you have placed.

    If you have not received an email from Supersports, please check all your Spam, Promotions, etc. ... folders and the email address you used to register your account.

    If all information is correct and you still have not received your Order Confirmation Email from Supersports, please contact our Customer Service for assistance:

  • Can I exchange the products in my order after I have placed the order successfully?

    After you place an order, Supersports will automatically send your order information to the warehouse for processing. Therefore, it is regrettable that Supersports cannot change the details of the products in the order even if your order has not been shipped. However, you can contact Supersports for assistance in canceling your order and re-ordering a new one.

    If any of the details in your order are incorrect, please contact Supersports Customer Service here:

  • Why was my online order cancelled?

    Supersports unfortunately cannot deliver the order you have placed if the order encounters one of the following cases:

    • Product quality is not up to standard: After the product quality check process before packaging, if it is found that the product has a problem from the manufacturer or is not qualified to deliver to you, Supersports will process the product. In case the product is out of your size, Supersports will contact you to discuss a solution suitable for the order that you have placed.

    • Payment issues: Your payment has not been made or we are unable to verify your payment details.

    • Delivery address problem: You may have accidentally entered the wrong shipping address or have incomplete information for Supersports to process your order.


    However, Supersports will always contact you to inform the reason before canceling the order. If you need any further information about your order cancellation, you can contact Supersports Customer Care via:

    • Call center: 1900 63 64 01 (from 09h00 to 18h00 daily)

PAYMENT
  • What payment options are available?

    Supersports supports a total of 3 payment options:

    1. Pay with Credit/Debit Card

    You can use Credit or Debit Cards of Visa, Mastercard, JCB, and American Express (AMEX) card on Supersports.

    2. Cash on delivery

    In addition to the payment methods listed above, you can select a method of payment upon receipt.

    3. Installment payment

    In addition to paying for the entire order value, Supersports allows customers to pay in installments with credit cards when using the OnePAY payment feature. (Learn more about installment payments HERE).


    Note:
    Supersports does not support transactions made with non-listed forms of payment or transactions made outside of Supersports, such as wire transfers or deposits. We will take action unless we detect unethical activity or external transactions that affect customers' interests,...

  • Why can't I pay for my order by Credit/Debit Card?

    If you are unable to pay for your order using your credit/debit card, this could be due to a number of factors:


    1. The card's payment limit has been reached


    The card provider sets a payment limit for each credit/debit card. If your card's payment limit has been reached, you won't be able to make any more purchases with it.


    2. A faulty card

    • The card is not visible

    If your linked credit/debit card does not appear on the payment page, please exit and return to supersports.com.vn.
    Please try other payment methods if your card still does not appear after re-visiting.

    • Incomplete payment

    If your payment was processed but not completed, please check with your card provider to see if the order value was charged from your account balance before attempting to make the next payment.

    You can also contact Supersports Online Customer Support if you need help.


    3. The card cannot be accepted to make a payment on the Supersports system


    Supersports Vietnam may refuse orders paid for with Credit and Debit Cards issued in countries other than Vietnam, or by specific domestic and foreign banks.


    4. Your card is currently limited by your card service provider


    Payments made with a credit/debit card are subject to the payment policies of the card company. If your card is suspected of violating these policies, your payment options, including the ability to pay for Supersport orders, may be restricted.


    In this case, you can try another Credit/Debit Card or other methods of payment.


    You can also contact your card provider or Supersports Online Customer Support for assistance if you haven't had any unusual transactions on your card recently.

  • Do I have to pay extra fees when I pay by Credit/Debit card?

    Customers will not have to pay any extra fees when making a payment by Credit/Debit Card on Supersports except for installment conversion on Credit Card. When choosing to use this payment method, you may pay an additional processing fee depending on the regulations of the Bank/Installment Service Provider.

    Note:

    Please contact Supersports Online Customer Support if your credit/debit card account is charged more than the amount shown in the Total Payment section of the Payment page.

  • How to pay by Credit/Debit Card?

    Please read the detailed instruction HERE.
  • How to pay for the order by Banking Card Instalments?

    Please read the detailed instruction HERE.
  • What are the conditions to pay for an order by Banking Card Instalments?

    1. Conditions apply

    Customers can pay for orders with a 0% interest credit card installment plan if the total payment amount is over 3.000.000 VND. (after applying discount programs - if any)

    2. Application subjects

    The 0% Interest Installment Program is available to Visa/Mastercard/JCB/American Express (AMEX) credit card holders that have a credit card from one of the participating banks.

     

    Note :

    • The 0% Interest Installment Program only accepts credit card payments.

    • You can cancel your order only before Supersports delivers the goods to the shipping company. After the order has been successfully converted by the bank to an installment transaction, any requests for cancellation, exchange, or return will be denied (after the shipping company successfully retrieves the goods from the Seller).

    • Processing fees may apply if you choose Installment with certain card types

    To find out more information, visit the Installment Policy details page.
  • How do I pay early when participating in Supersports' 0% Interest Instalments program?

    Customers who have registered for Installment by Credit Card on Supersport should contact the bank/card service provider with whom they have registered for installment payment if they want to pay for their products early. Customers can learn more about the 0% Interest Installment Program by reading the terms and conditions of installment payments offered by banks participating in the program

    Note:

    • The Bank/Card service provider you have registered for installment payment will review and process your early payment request.

    • A prepayment fee may be charged in accordance with the regulations of a bank(s)/card service provider.

    • Before requesting an early payment, make sure you understand the important terms/conditions.
  • Why is the bank still requiring me to pay the total order value despite the fact that I have applied for Credit Card Instalments?

    Even when you have applied for Installment by Credit Card, you must pay the full amount of your order. This is because your request to convert installment transactions is still being reviewed by the Bank/Provider installment service.

    To check if your order has been registered for Credit Card Installment, make sure you have selected Credit Card Installment as the payment method for your order.

    Check by going to the Account section > Choose View Purchase History > Choose View Order Status > On the Order information page, look for the Payment method section.


    Follow these instructions for installment conversions where the Customer has received the goods but the statement still shows the total value of the products:

     

    • If a Return/Refund request is submitted on an order but the request is invalid.

    Please contact Supersports Customer Support.

    • If the Customer selects "Successfully Delivery" and there are no other issues.

    Please contact the relevant Bank/Installment Service Provider for assistance.
  • How to issue VAT invoice?

    Please read the detailed instruction HERE.
DELIVERY
  • How long will I receive my order?

    Your order will be delivered by Supersports within 3 - 9 working days depending on the delivery location. You can refer to the delivery time of each area HERE.

    Please note that delivery times may be slower than expected for orders placed during holidays/promotion week/some events that affect delivery or when Supersports has an overcrowded number of orders..
  • What are my Shipping Charges?

    At checkout, the website will display the shipping methods for your order. The total shipping cost of the order will be automatically calculated and displayed in the payment section before you complete the order.

    Currently Supersports has a standard Free Shipping service for orders with a minimum value of 699,000 VND (orders weighing less than 8 kg) nationwide.
  • Can I change my delivery address?

    For orders that have not been shipped, you can contact Supersports Customer Service to change the shipping address information.

    In case your order is being shipped:

    • If the address information you want to change is in the same province / city, Supersports will support changing the information on the delivery system for you.

    • If the address you want to change is in another province / city, Supersports is required to charge an additional fee according to the fee schedule specified by the forwarding company.

    If you need further information, you can contact Supersports Customer Care via:

    • Call center: 1900 63 64 01 (from 09h00 to 18h00 daily)

  • Can I check the product upon receiving?

    In order to meet the needs and protect the customers' interests, Supersports has implemented a policy to support viewing and checking of products upon delivery.

    Customers when receiving products from the shipper can open the seal to check the appearance of products. In case of incorrect or insufficient quantity with the product you ordered, please refuse to receive it and send it back to the shipper.
  • What should I do if I received the wrong product(s)?

    If you receive products that you did not order or the product is damaged/defective, please do not remove any tags, keep the original packaging and return it to the shipper.
  • What should I do if I do not receive enough the quantity?

    When co-checking the order with the shipper, if the product you receive is not the same as the quantity in the ordered order:


    + You can refuse to receive the products without paying any extra costs.

    + Or you can receive the products and contact Customer Service of Supersports for assistance in checking:

    • Call center: 1900 63 64 01 (from 09h00 to 18h00 daily)

    After checking and comparing the evidence with the warehouse department:

    • In the event that Supersports is negligent in the preparation process, resulting in your order not having enough of the ordered products, we will proceed to deliver the missing products to the address recorded on the order, you need not pay any extra costs.

    • Where Supersports can provide proof that the products in the order have been fully delivered, we would like to refuse to handle your complaint.
RETURN
  • What should I do if my product arrives damaged or defective, or isn't what I ordered?

    We accept returns and exchanges or refunds. You can see details at Return & Refund Policy HERE.

    To be accepted by Supersports for returns, the product must meet the following conditions:

    The product has not been used, has not been laundered, has no strange smell.

     The product must be in its original condition and packaging with the original labels attached.

    Customers have order information on the website.

    The products are not defective due to the storage and transportation process of the user.

    • Footwear must be in the original shoe box with the original label on it. Do not remove stickers, tape on shoe boxes, or alter the original condition of the product in any way.

    • Mandatory reuse of Supersports shipping boxes for protective packaging and product returns.

    Please keep the original packaging of the product and contact our Customer Service if you need a return.

  • I want to return/exchange, what should I do?

    You contact Customer Service when need an exchange/return to receive appropriate response:

    • Call center: 1900 63 64 01 (from 09h00 to 18h00 daily)

    Customers are required to return the exchanged product or Supersports will conduct a recall of the exchanged products to the warehouse to check the quality of the product, then we will proceed to ship and deliver the product you want to exchange.

  • Why was my exchange/return request denied?

    Returned products will be inspected by the Supersports Product Quality Department.

    If the product has a manufacturing defect or a deviation from the specifications, Supersports is committed to a full refund of the order value to you.

    If a product defect arises from the customer, Supersports regrets to refuse and will return the product to your address.

    Supersports would like to refuse to refund products/orders in the following cases:

    • Not meeting the product exchange/return conditions. (You can read more about Product exchange/return policy HERE).

    • Damaged due to your negligence. (Example: odor of body sweat, product contact with chemicals, corrosive substances, flame, high temperature, sharp object, etc.)

    • Damaged due to misuse or activities other than intended purpose. (Example: using running shoes for fighting sports or using hiking shoes as work shoes, etc.)
  • What if I want to exchange the product but the product I want to exchange is no longer the size?

    Supersports will support you to change to another product of equal or higher value than the original product as agreed with the customer.

    In case you choose a product with a lower value, Supersports will not refund the difference.

    In case you do not find the product that you like, Supersports will refund the voucher with the same value as the original product so that you can buy something again next time.

    You can also return the product and receive a refund, the time to receive the refund will depend on the card-issuing bank. For more details about Refund, please refer HERE.

  • Does Supersports support return shipping fee?

    If a product is returned due to a manufacturer defect or deviation from specifications, Supersports will bear the full cost of the return.

    In addition, in case of return or exchange of products due to your personal reasons/requirements, please pay the cost of returning the products to the shipper. Supersports reserves the right to refuse to receive your order if your order has not been pre-paid.

REFUND
  • How do I get my refund?

    Refund via online payment gateway

      • If you paid via online payment gateway, Supersports will receive a full refund to the original account used to make the payment.

      • The time required to receive a refund is 7-10 working days.

      Refund via personal account number

        • If you pay in cash, Supersports will refund the amount to the bank account you provided.

        • The time required to receive a full refund is 10-14 working days.
      • Why must I wait for Supersports to receive the returned item(s) before receiving a refund?

        After receiving the returned item, Supersports will inspect the product.

        • If the product meets the return and exchange conditions, we will process and issue a refund as soon as possible.

        • If the product is not eligible for a return, we will process the return for the customer by the regulations.
      OTHER SUPPORT
      • If you can't find your question here, contact Supersports immediately via:

        • Call center:1900 63 64 01 (from 09h00 to 18h00 daily)

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