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Placing An Order

How Do I Place an Order?

Shopping at SoccerMaxx.ca is safe and easy! Once all of your selected merchandise is in your shopping cart, you are now ready to check out and place your order.

  • Find the item(s) and place it/them in your shopping basket and go to the checkout.
  • Enter your address information.
  • Approve our terms and conditions.
  • Enter your payment info and process payment.

If an order is successful, you will always see an order confirmation page, as well as receive an order confirmation email from us. Please check the order confirmation email to ensure that all address information, as well as order information is correct. If something needs to be changed, please contact us asap. We will send you another email to notify you when your order has been shipped and with a tracking number.

Why should I be logged in to my account?

By creating an account and saving your information, you will be able to:

  • Checkout faster
  • Save frequently used addresses
  • Have access to SMX2 benefits if you are an a SMX2 member

To create an account you must have a valid email address. Be sure to Sign-up for our specialized email updates and you will receive newsletters with the latest trends, new arrivals, special offers, and sale announcements. We use your past purchases as well as any preferences you've selected to provide you with the news you're most likely to be interested in.

What if I am unsure about the item in my shopping cart?

If you are unsure about the items in your shopping cart, you may save them for later by simply leaving them in your cart. When you leave and return to the site, all the items you saved for later will be added back to your cart, so you can easily purchase them at that time, provided you have logged into your account or are using the same computer. Please be aware that stock does change on a daily basis and the items you have saved in your shopping cart may no longer be available upon return. Please note: By saving an item(s) in your shopping cart, doesn’t mean the item(s) is placed on hold for you.

Do you accept phone orders?

If you prefer not to order online, you may call us with your information at 1-905-608-8558 and we will do our best to accommodate you. As we do not accept payment over the phone, other options will be provided to you by a Customer Service Representative.

What if the item I am looking for is not shown on the website?

f an item is no longer available on the website, then we no longer have any in stock. Most items are not reordered. You may contact a local store to check availability of an item.

Can you put a rush on my order?

We'll do everything we can to accommodate your request. Please note: items are shipped out within 24-48 hours and the expedited delivery service offered by Canada Post is used on all orders.

How do I use the promotion code I received?

Occasionally when you receive a special offer from us, you will also receive a promotional code to use. This code lets us know that the special offer should be applied to your order. Using the code is easy:

  • Just shop and check out as you normally would.
  • When you get to checkout, enter your promotional code in the space provided after you have entered in your credit card info
  • Once you have entered the promotional code and clicked "continue" the discount will reflect on your orders total

If there is any problem with the promotional code you've entered, an error message will let you know how to correct the problem before you can continue to check out or you can call us direct at 1-905-608-8558.

How do I know what size to choose?

Our size charts and measuring tips will help you order the correct size. Please note, our size charts provide for all suppliers are not 100% accurate due to the various styles and fit of product made. Please only use this chart as a guide when ordering. Soccer Maxx is not and will not be responsible for any incorrect sizing ordered. For further questions or concerns, please feel free to contact info@soccermaxx.ca

Which type of shoe should I be looking for?

Soccer Shoes last longer when the correct outsole is chosen for the surface that it is to be played on.

Soft Ground SG = Soft to very soft natural ground
Firm Ground FG = Dry, natural ground
Hard Ground HG = Very hard, dry ground
Turf TF = Synthetic surfaces
Indoor/Court IN = Polished indoor surfaces and futsal courts
Artificial Grass AG = High quality artificial grass and very hard natural ground

Shipping

How Quickly Do You Ship?

Usual delivery time varies from 3-5 working days depending on your location. Some remote locations might take longer, depending on local circumstances. So do please note that it is expected delivery time, not guaranteed delivery times. We will always send you an email with your Canada Post tracking number once we are ready for dispatch. You can then track your parcel via your tracking number on the Canada Post tracking site. In case of any issues or questions in relation to an individual delivery, we recommend you contact your local Canada Post or partner office for the fastest problem solving. You are of course also welcome to contact us in relation to any questions regarding your delivery.

Can I change the shipping address on my order after I check out?

You may change your shipping address on your order before submitting it.
PLEASE NOTE: Your shipping and billing address do not have to match. You can only ship to one address each time you checkout. If you are shopping for people at different addresses, you will need to place each order separately.

How do I know if my order shipped?

Once our order is shipped from our warehouse, you will receive an order status email with a link to track your package.

Can I order from outside of Canada?

At this time we only ship to Canadian addresses (no P.O. Boxes). Check back with regularly because international shipping is a feature that will be introduced soon.

Can I place an order online and pick it up at one of your retail stores?

We strongly encourage all local customers to come visit us in-store. If you choose local pick-up (Dundas Location), then the product will be available for pickup at our Dundas (Mississauga/Oakville) location within 48 hours.

After Ordering

Can I modify or cancel my order after it has been placed?

If you'd like to cancel or change your order, please call 1-905-608-8558 as soon as possible. We'll do everything we can to accommodate your request; however, please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process. Please refer to our return policy for information on returning or exchanging items you have ordered. Be sure to carefully confirm your order before submitting as changes cannot be made to orders prior to shipping. All customized orders are final sale. Please note: If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.

What if I haven't received my order?

When your order leaves our warehouse you will receive an email with a tracking number. Be sure to check back frequently with the carrier’s website for recent shipping updates.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

Can I get a price adjustment for an online purchase?

We offer a one-time price match, within the eligible return period, providing the items previously purchased are still available online in the specific sizes purchased. Scheduled events (including but not limited to: Black Friday, Boxing Day, Holiday Specials, Anniversary Specials) are exempt from a price adjustment. To receive a price adjustment please contact us.

Do you provide gift receipts for purchases made online?

We do not offer any gift receipts for orders placed on soccermaxx.ca. You may, however, complete a return within 14 days of your purchase. Please view our Return Policy for more details. Unfortunately, at this time, we do not accept any gift cards purchased at our retail stores to be used online.

I have a question about an order I have received…

f you have a question or concerns about an order that you recently received, please feel free to contact us at 1-905-608-8558 or by email at customerexperience@soccermaxx.ca

Customizing My Order

Can I modify or cancel my order after it has been placed?

If you'd like to cancel or change your order, please call 1-905-608-8558 as soon as possible. We'll do everything we can to accommodate your request; however, please bear in mind that our order-fulfillment and shipping systems are designed

Can I bring a jersey purchased somewhere else to get customized?

Yes, jersey’s can be customized at any of our locations regardless of where they were purchased.

Can I return or exchange a customized order?

Any custom decorated items are non-refundable or exchangeable at no exception. These items including anything with a player number, name, team logo and or patch that was an additional cost to your order. Please do not attempt to return merchandise that does not qualify for a return, as you will be responsible for any shipping costs to have the items shipped back to you.

Returns

How can I return my merchandise?

There are refunds on non-customized items within 14 days of your orders delivery date. To complete a return, simply contact us at customerexperience@soccermaxx.ca Your return must be in original condition, complete, and timely for us to process it. Soccer Maxx will not be responsible for any shipping costs as they are non-refundable, including original shipping and handling costs. Please consult our return policy before you attempt to initiate the return process.
DEFECTIVE PRODUCTS: If you receive a defective item, we will repair or replace it with exactly the same item at our cost; however, shipping charges are non-refundable. If we are unable to replace it with the exact same item, at this time we will contact you about an item of similar value.

What's eligible for return?

You can return any non-clearance item that's in its original condition (unwashed and unworn) or defective. Upon returning your item, you may wish to purchase another item of your choice or receive an online store credit. Please carefully review our return policy.

Can I return or exchange a customized order?

Any custom decorated items are non-refundable or exchangeable at no exception. These items including anything with a player number, name, team logo and or patch that was an additional cost to your order. Please do not attempt to return merchandise that does not qualify for a return, as you will be responsible for any shipping costs to have the items shipped back to you.

Can I return my online order to a Soccer Maxx store location?

You can return your online order to any of our locations. Since payment was made through the website you will not be refunded on the spot, but after your return is processed and verified you will be given a refund through the original form of payment. Think of returning your online order to one of our locations as you shipping it back to us. If you wish to ship it back to us using a postal or delivery service, then that’s fine, but if you wish to deliver it in person then that works for us too. Please contact us at customerexperience@soccermaxx.ca to initiate the return process before you attempt to return your order to one of our locations.

How long does the return process take?

SoccerMaxx.ca returns are usually processed within 1-3 business days of the item(s) arrival in our warehouse. Your return must be in original condition, complete, and timely for us to process it. Soccer Maxx will not be responsible for any shipping costs as they are non-refundable, including original shipping and handling costs. Please contact us at customerexperience@soccermaxx.ca to initiate the return process.

How long until I receive my refund?

Once a return is processed and verified it is refunded through PayPal which should show up within a few hours of processing. If we confirmed a refund and you don’t see the transaction after 48 hours, contact PayPal or your financial institution.

Can I return clearance items online or to a store?

No, we do not accept returns or exchanges on clearance merchandise, online or in stores.

I need to return my online order but I used a promotion code to make my purchase

You can purchase another item of your choice; however, a previously used promotion code cannot be applied to the sale of a different item.

There was an issue with my order

What if I receive the wrong item?

Please accept our apologies if your order is not processed correctly. Contact us at customerexperience@soccermaxx.ca if an item is short-shipped or missing from your order. We will do our best to correct your order as efficiently as possible. All you have to do is provide us with your order number.

What if my package is lost or has arrived damaged?

Please accept our apologies if the carrier did not deliver your order promptly or in good condition. If you did not receive your order, please be sure to double check your surroundings. If you contact us we will be more than happy to file a claim with the carrier if you truly did not receive your package or if the exterior of the package was damaged. If your package is damaged please contact us at customerexperience@soccermaxx.ca and provide us with your order number.

What if I think an item is defective?

Due to the intense nature of the game, all items - especially footwear and gloves - will experience normal wear and tear such as: color loss, material wear, loose threads, small gaps between the outsole and the upper, etc.

Normal wear and tear will begin to show even within the first few uses. This is both normal and expected. These occurrences are common and not indicative of an item's defectiveness (poor workmanship or materials).

Very few items are truly defective. Genuine defects most often reveal themselves within 30 days of purchase. An item's price does not indicate longevity, merely the quality of the materials and technology used in its construction.

Most products sold through SoccerMaxx.ca come with a manufacturer's warranty. Customer's seeking information about a product's manufacturer's warranty should directly contact the manufacturer. The manufacturers warranty only applies to original purchases and does not extend to replacement items. Any replacement items will fall under the original warranty.

WHAT IS NOT CONSIDERED A "MANUFACTURER'S DEFECT" FOOTWEAR:

  • Colour loss
  • Loose threads
  • Small gaps between the outsole and the upper
  • Scratches
  • Cracked leather on a shoe
  • Burns on the shoe caused by friction
  • Shoes being used on the wrong playing surface. (ie. Hard ground HG shoes used on Turf fields)
  • Stripped Cleats
  • Ripped Laces

SOCCER BALLS

  • Colour loss
  • Loose threads
  • Scratches
  • Cracks on the balls
  • Burns on the ball caused by friction
  • Minimal air lost in high-end soccer balls. All high-end soccer balls will occasionally release air

CLOTHING APPAREL

  • Any Discolouring
  • Shrinkage
  • Pull in the fabric of the material
  • Burns on the fabric caused by friction
  • Rips or tears on the fabric


LOST or DAMAGED MERCHANDISE Please accept our apologies if the carrier did not deliver your order promptly or in good condition. If you did not receive your order, please be sure to double check your surroundings. If you contact us we will be more than happy to file a claim with the carrier if you truly did not receive your package or it was damaged and issue a refund, exchange or repair as soon as possible. MISSING or INCORRECT MERCHANDISE Please accept our apologies if your order is not processed correctly. Contact us at customerexperience@soccermaxx.ca if an item is short-shipped or missing from your order. We will do our best to correct your order as efficiently as possible. All you have to do is provide us with your order number.

What is a manufactures defect?

Manufacturing defects, which are caused by some error in assembly, are not intended to be part of the product. It is when frailty or shortcoming occurs in a product resulting from a departure from its design specifications during production. Most common defect is when the product has come apart from a seam or two pieces attached together. Defect Qualifications: Items in which their seams have come apart Broken cleats on a pair of soccer shoes What is NOT considered a Manufactures Defect…? Wear and tear from ordinary use and exposure which may include cracked leather on a shoe. Refusing to take proper care of the item such as NOT using shoe care on soccer shoes. IMPORTANT! Life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.

Payment and Payment methods

How can I pay for my order?

SoccerMaxx.ca accepts the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • PayPal

Is my credit card number and information secured?

All credit card orders are encrypted using industry standard 128-bit SSL (Secure Socket Layers). When you purchase a product or subscribe to any of our services, we use the contact information you provide us to establish our service for you. We create and maintain other information such as customer account status, choice of services, and customer logs in the normal course of providing service. Soccer Maxx may use customer information to provide customers with system information or information about new or upgraded products or services.

Why is my payment being refused?

Soccer Maxx takes online shopping security very seriously, both for your own and our protection. Therefore, we use a very tight security payment system. Sometimes you may experience that your payment is being refused or not accepted. In most cases it is simply down to mistyping card information or not entering the correct password for your PayPal account. So do please check for any errors here first. If you have any questions, you are welcome to contact us.

Can I use my Gift Card online?

Unfortunately a Soccer Maxx Gift card purchased in-store can only be redeemed in-store and may NOT be used online at this time

My Account

I can’t remember my password - how can I retrieve it?

If you have an account and have forgotten your password, we can provide it for you. Simply enter your email address and click “Lost your Password?” and we will provide you with a new temporary password by email. At any time you may edit your new temporary password by clicking on the Account section.

How do I subscribe to emails?

Simply create an account on SoccerMaxx.ca and you will be subscribed to our emailing list.

How do I know when an item goes on sale?

Sign up for our email subscription for our specialized email updates and you will receive newsletters with the latest trends, new arrivals, special offers, and sale announcements. We use your past purchases as well as any preferences you've selected to provide you with the news you're most likely to be interested in.

I no longer wish to receive emails. How do I unsubscribe?

If you no longer wish to receive email newsletters, you can unsubscribe by clicking "Unsubscribe" on any of our emails. Please note: If you unsubscribe from our email newsletters, you will still receive order-related emails, including order confirmations and shipping confirmations. We may also contact you by email regarding any questions related to your order or any contests or promotions you enter. If you have any further questions or concerns regarding receiving emails, please contact our customer service team at 1-905-608-8558.

SMX2

How can I become a SMX2 Member?

Currently SMX2 memberships can only be purchased in-store. However if you are a SMX2 member your full benefits will apply whether you shop in-store or online.

Will online purchases as a SMX2 member count towards my in-store total purchases and vice-versa?

Yes. If a SMX2 member spends 500$ before tax within a calendar year, their membership will be automatically renewed for a second year for free whether purchases were made in-store, online, or both.

How do I care for my shoes?

How do I clean my soccer shoes?

Proper care of soccer shoes will not only determine how long they last, it is an important ritual of the sport, and will enforce discipline. It is most important to shoes for leather cleats, but synthetic ones (made for younger players) also benefit from proper care.

For leather & synthetic shoe care, follow these steps:

  • Understand fit. Shoes, especially leather ones, mold to the foot, allowing for an optimum feel for the ball.
  • Start when shoes are right out of the box. Put them on, tie them, and wear them as much as possible before using them in game.
  • Hand-wash only. Never put cleats in the washing machine. This breaks down the materials.
  • Tap shoes together or against a hard surface to remove mud stuck to the bottoms after use.
  • Clean shoes immediately after use. Wipe soiled cleats with a damp cloth.
  • Take more drastic measures for very dirty cleats. Soak them in lukewarm, soapy water. Some players even take them into the shower while bathing.
  • Apply leather protector, followed by shoe polish, after each cleaning.
  • Buff cleats after the polish dries.
  • Dry naturally or in front of a dehumidifier. Try stuffing them with newspaper. Never machine-dry.

Shoe Care Instructions

DO’S:

  • Large chunks of soil are best removed using warm water and a brush or cloth.
  • Don’t dry your shoes; fill them with newspaper, which is highly absorbent. Place shoe in a dry place.
  • The best way to care for a leather shoe is to use a shoe wax. Its keeps the leather soft and adds oils back into it.
  • Shoes do not require waterproofing.
  • When storing the shoes, use a shoe tree. This way the shoe will maintain their original shape.
  • Any soccer shoe in the course of its use, may develop a small gap between the outsole and the shank. This is NORMAL and will not affect how you play. It is NOT a defect.

DON’T’S:

  • Do not put the shoes in the washing machine.
  • Do not put the shoes in a bag when they are wet.
  • Do not expose the shoes to direct sunlight or a near heat source like an oven or radiator when they are wet. The shoe must dry from the inside to the outside. Leather shoes will crack which reduces the lifespan of the shoe.