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FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

MOST COMMON QUESTIONS AND ANSWERS

General Questions

General Questions

  • Q:How can I place an order?

    1- Create an account through the following link:https://www.sporter.com/en-sa/customer/account/login/referer/

    2- Open the page of the product you need, choose the needed flavor and size then go to cart page. (You cansearch the products you need by typing their name in the search bar in the top of the page or you can browse the taps in the home page and choose the needed brand/product)

    3- Once you are in the cart page, review your order and proceed to checkout.

    4- Choose the suitable shipping method, payment method, fill the needed information and click on place the order.

  • Q:Can I remove, add, or change items in my order after it has been placed?

    Unfortunately, no, we cannot modify any order after being placed; however, we can cancel your order so you can place a new one.

  • Q:I received my order with missing/damaged items, what can I do?

    Let us know, we are here to help. You can look for answers and solutions by contacting us.

  • Q: How can I contact Sporter customer service team?

    You can contact us through the following channels Saturday – Thursday 08:00 Am – 10:00 Pm UAE time:

    Email: [email protected]

    Phone: UAE +971 48830300

               KSA +966 115102770

    Or through one of our social media channels

  • Q: How much does it cost to join Sporter Loyalty Program?

    Our Loyalty Program is Totally free! It is our way to say "Thank you" to our partners in success!

  • Q:Does sporter.com have any stores or showrooms?

    Yes we do, our only store is located in Abu Dhabi, Hamdan Street, Xerox building next to Emax. (click here for store location).

    If you reside somewhere else, then you can submit your order through our website.

  • Q:What are the working hours for your shop?

    Saturday – Thursday: 12:00 pm – 6:00 pm and 8:00 pm – 2:00 am, Friday: 2:00 pm – 6:00 pm and 8:00 pm – 10:00 pm.

  • Q:I contacted you through email; I received a ticket number, what is that?

    To provide you with a professional customer service, we receive your email as a ticket in our system, in order to follow up and solve your issue easily in a high professional standard. The ticket number is a reference number you can use to follow up your inquiries.

  • Q:Is there any cart/order quantity limitation?

    UAE: No quantity limitation or amount limitation.

    KSA: You are allowed to add maximum five items total in your cart per single order You are allowed to add maximum 3 (similar items, similar flavor) per single order

    Other countries: You are allowed to add maximum 6 items to your cart per single order.

    total amount of the order should be 1000 SAR

  • Q:How can I be notified about your latest offers and promotions?
    You can subscribe to our newsletter by adding your email to the yellow box in the bottom of every page at Sporter.com, also you can follow us on our social media pages mentioned below to see our latest promotions and offers: - Facebook: Sporter.com - Instagram: Sportercom - Twitter: @sportercom
  • Q:How can I get a discount code?

    Please keep an eye on our social media pages as we announce once a coupon code is available.

  • Q:My order is pending verification; how can I verify it?

    You can verify your credit card by using the minor amount that has been deducted from your bank amount or using the authorization number that can be provided by your bank, then use the following link to verify it:

Products Inquiries

Products Inquiries

  • Q:How can I know the expiry date of a product?
    You will be able to view the expiry date of any product by adding it to the cart.
  • Q:I need help with which product to choose

    You can contact our nutrition team on email: @sporter.com to assist you or you can book an appointment with our nutrition team by clicking on "Make an appointment" at the bottom of any page on sporter.com.

  • Q:How can I guarantee the authenticity of your products?
    We take pride in our products. We are the authorized supplier of many brands we carry on our website and all products are 100% original. You can check the following link, which can direct you to the brands websites, where you can see Sporter listed as an official supplier. https://www.sporter.com/en-ae/official_supplier/
  • Q:What is the minimum time to expiration for your Products?
    Sporter.com guarantees minimum 3 months until expiration for all products except snacks for which we guarantee a minimum of one-month expiry.
  • Q:I did not find the serving scoop, what can I do?
    Serving scoop shall be included, but may settle to the bottom of the tub during shipping. Kindly search deeper inside the powder. In case it is still missing, please contact us to assist you.
  • Q:When I received my order, the white sealing was not attached to the tub, it seems like the product was open!
    Manufacturers use an organic glue to attach the white sealing to the tub; the organic glue itself is not as strong as normal glue. Therefore, it might easily be detached. We guarantee that the product you receive is new, has not been opened before and absolutely safe for consumption.
  • Q:Are your products Halal?
    None of our products is certified as Halal; however, none of them contains any pork or alcohol ingredients.
My Account

My Account

  • Q:I forgot my password, how to reset?

    You can click on "Forgot" in the password box to reset your password, the new password will be sent to your email.

  • Q:How can I add a new credit card?
    Place a new order, once you reach to the payment method, click on "Use another card" then fill the new card information.
  • Q:How can I change my address/phone number in my recent order?
    You can contact us through our support channels to assist you.
Payments

Payments

  • Q:What are your payment options?

    • If you reside in UAE, you can complete your purchase using Credit Cards/Debit Cards (Visa, MasterCard and American Express), PayPal accounts, Visa Checkout Accounts, or you can choose to pay using our Cash on Delivery Service, noting that this service will cost you extra 20 AED.

    • If you reside in KSA, you can complete your purchase using Credit Cards/Debit Cards (Visa, MasterCard and American Express), PayPal account or you can choose to pay using our Cash on Delivery Service, noting that this service will cost you extra 25 SAR.

    • If you reside in any other country, you can complete your purchase using Credit Cards/Debit Cards (Visa, MasterCard and American Express) or via PayPal accounts.

  • Q:Why did you deduct an extra amount of money from my PayPal account?
    Sporter.com only deducts the price of your order from your account. Completing your purchase using PayPal may be subject to extra charges due to currency exchange or as a fee for the services.
  • Q: I am using a new credit card, when I placed my order; two money amounts were deducted from my credit card, why?
    For the safety of your online transactions, we deduct a small refundable amount (2-5 of your account currency value) in order to verify your card on the website, the small amount will be refunded immediately after verifying the card.
  • Q:When can I get my refund?
    We deal with different couriers to deliver your orders swiftly and in an excellent condition.
Delivery

Delivery

  • Q:Which couriers do you use for delivery?
    We deal with different couriers to deliver your orders swiftly and in an excellent condition.
  • Q:When will my order be delivered?

    • If you reside in UAE then your order will be delivered within 2 business days,

    • If you reside in KSA, we guarantee that your order will be ready for pickup within 3 business days from the nearest courier branch you chose while placing your order.

    • If you reside in any other GCC, we guarantee that your order will be delivered within 3 business days to your doorstep.

    • If you reside in Jordan or Lebanon, your order shall be shipped within 3 business days. However, sporter.com is not responsible for any delay caused by the procedures and regulations in your country. You, the buyer, are responsible for any tariff, duties, taxes, handling fees, customs clearance charges, health restrictions etc. required by your country for importing goods. We do not collect this beforehand, and cannot give you an estimate cost.

  • Q:How can I track my order?
    Once your order is shipped, you will receive a link by email that allows you to view your tracking information, order details and receive an update on your shipment status any time. In case you did not receive such email, please contact us through our support channels to assist you.
  • Q:How can I schedule a delivery time and date?
    You can always contact us through our support channels to assist you in scheduling a delivery time and date, Moreover; the courier will contact you to schedule a suitable delivery time and date to receive your order.
Orders inquiries

Orders inquiries

  • Q:What does WH-Requested status mean?
    This status indicates that your order is received by our warehouse team and will be prepared and shipped shortly.
  • Q:What does Pending status mean?
    This status indicates that your order needs to be confirmed by our team, as this is your first cash on delivery order on our website. Your next order shall be confirmed automatically.
  • Q:What does Pending 1/2 status mean?
    This status indicates that our team tried to contact you over the phone and email to confirm your order but unfortunately, there was no response from your end; please contact us through one of our channels to confirm your order.
  • Q: What does Cancelled/Returned to stock status mean?
    This status indicates that your order has been cancelled and returned to our warehouse, please contact us through one of our channels for more clarification.

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