FAQ

Can I collect my order from your distribution centre?

Unfortunately, our distribution centre is not open to click and collect. Our click and collect locations are our Newmarket store (14 Melrose Street) and Scarbro Tennis Centre (69 Merton Road, St Johns).

Is my order ready to be collected from your store?

You will receive a text or call from us as soon as your order is ready for collection. If you have not heard from us or want to follow up on your order, please contact us.

How can I send my item back for an exchange?

Please return your purchase to our store in-person or by the post (address below). We will inspect the goods to ensure they are in their original condition with all tags attached. Footwear must be returned in the original shoe box which needs to be in brand new condition.

ATTN: Players Sports Returns
14 Melrose St
Newmarket
Auckland 1023

If you are sending your order back via the post, please include your invoice with a note attached so we can action your exchange promptly.

We recommend sending the item/s back via tracked courier service.

I have sent my item back for an exchange. How long will it take to be processed?

As soon as we receive your return, we will process it within 72 hours. As soon as your return has been processed, you will receive an email notifying you that the exchange has been completed.

Can I use my gift voucher online?

Yes, you can! Once you get to the checkout stage, there is a box where you can enter your gift voucher number.

How can I find out if the product I want is in stock in your store?

On each product page, you will find the ‘Store Availability’ where it will show you if it is in stock or not. Select the size/option you are after, and you will find the Store Availability under this. It will show ‘In Stock’ if we have the product, ‘Website Product Only’ if we are able to source the product and ‘Out Of Stock’ if we are unable to source the product.

Can I place an order online and pick it up in-store?

Absolutely! We offer a click and collect at our Newmarket store (14 Melrose Street) and Scarbro Tennis Centre (69 Merton Road, St Johns). Follow through with your order online and select what store you would like to collect from. As soon as your order is ready for collection, we will contact you! Guideline of timeframes for click and collect below:

If the item/s you have ordered are in stock at our Newmarket store, they will be available for collection within 24 hours of purchase.

If the item/s are in stock at a different location, it can take up to 2-3 working days before it is ready for collection.

If your item/s states that it is a ‘Website Product Only’ they can take up to 3-5 working days before they are ready for collection.

Do you offer international shipping?

Unfortunately, at this stage, we do not offer international shipping. We are currently working on being able to provide our service to the rest of the world, so stay tuned! Tag us at @PlayersSportsNZ on Instagram or Facebook and let us know where you want us to deliver to!

How long will it take for my order to be dispatched?

Our team is working hard to process your order so it can reach you as quickly as possible!

All product pages will show you the current shipping timeframe. Products that are in stock at one of our locations will be dispatched within 2-3 working days. Products that are marked online as ‘Website Product Only’ will be dispatched within 3-5 working days.

Certain types of orders may, unfortunately, take slightly longer than these guidelines. Orders which include cricket bats with workshop services, rackets with added stringing services and supporters apparel with customisation may from time to time fall outside our targeted delivery windows. Also, with instances where a single order has multiple products which are not all in stock at one Players Sports location minor transit delays maybe incurred.

Finally, any orders which include products which are ‘made to order’ (e.g. some rugby tackle equipment) or housed in a 3rd party location (products marked online as ‘Website Product Only’) could experience a 24-hour handling delay.

Please note that the above are all estimates are can vary.

My order has gone through, but I have not received a confirmation email.

We’re sorry about this! Firstly check your junk inbox, if you still have not received a confirmation email, please email us at info@playerssports.co.nz to check we have the correct email address for you.

I have not received a tracking link for my order.

Not to worry! Check your junk or spam inbox first, and if you still have not received it, please email us at info@playerssports.co.nz and we will able to send this through to you.

Can I change my shipping address?

If your order has not been dispatched, we can try our best to change the delivery address. Please email us at info@playerssports.co.nz and request to change your address. Please provide us with your Web Order ID Number, and we will do our best to amend it. If you order is already with Courier Post, unfortunately, we are unable to change it.

Can I buy a gift voucher online?

Yes! These are available to buy in $50 denominations. Click into any sport, and then you will find the ‘Gift Vouchers’ tab under all categories.

I have received the wrong product. What should I do?

We’re sorry to hear about this! Mistakes can happen, please let us know straight away, and we will remedy this as quickly as possible.

Can I use a promo code on a product that is already on sale?

Promo codes are valid off RRP only. Items that are already on sale will not be further reduced.

I am looking at getting my team a new uniform. Can you help with this?

Yes, we would love to help! We offer Kit Builder through our website, which you can find across all our sites. This is a fun interactive way of designing your teams kit! Otherwise, feel free to email us at info@playerssports.co.nz, and we can talk you through the different options.

IN-STORE

How will I know when my cricket bat is ready for collection?

You will receive a text from our workshop as soon as your bat is ready for collection.

What payment options do you accept?

We accept credit cards, debit cards and EFTPOS cards in-store. We also offer finance payments in-store such as Afterpay, Genoapay and Zip.

How can I request a quote?

We are more than happy to provide clubs, schools, and organisations with a free no-obligation quote! Please email us info@playerssports.co.nz with what products you would like to be quoted for.

How can I find out more information about one of your products?

You can learn about all our products on their individual pages! Otherwise, if you would like more information or advice feel free to contact our specialist staff on 09 522 8170 or email us at info@playerssports.co.nz.

Do you offer name and number customisation on products?

Yes, we do! We offer personalisation which is available in-store or online. We can do a range of different colours and fonts – ask our team for more information!

 

FAULTY ITEMS

I think my item is faulty; what do I do?

Oh no, we are sorry to hear about this! If you think your item is faulty, please contact us on info@playerssports.co.nz with photos of the fault and your order number. In most cases, items will need to be returned to us so the supplier can undergo an assessment of the product. Please allow up to 7 working days for this process.

How long does it take for faulty items to be assessed?

We will always do our best to process your warranty claim as quickly as possible as we understand it is not ideal having a faulty item! We work hard with our suppliers to find the best solution for you, so please allow 7 weekdays for us to do so.

REFUNDS

 

How long will it take for my refund to be processed?

Please allow up to 5 working days for your refund to be processed. Once your refund has been processed, please allow 24-72 hours for the payment to clear into your account.

PAYMENTS

 

What payment options do you accept?

We accept Visa, Mastercard, Bank Deposit, Laybuy, Afterpay, Genoapay and Zip.

What is Laybuy?

We are excited to be partnered with Laybuy so our customers can get their order straight away but spread the total cost over 6 weeks interest-free!

For more info visit: https://www.laybuy.com/nz/how-it-works

What is Afterpay?

We are excited to be partnered with Afterpay so our customers can get their order straight away but spread the total cost across four equal fortnight instalments, all while being interest-free!

For more info visit: https://www.afterpay.com/en-NZ/how-it-works

What is Genoapay?

 

We are excited to be partnered with Genoapay so our customers can get their order straight away while spreading the payment over 10 weekly instalments! Interest-free!

 

For more info visit: https://www.genoapay.com/how-it-works/

What is Zip?

We are excited to be partnered with Zip so our customers can get their order straight away but spread the total cost over four equal fortnightly payments, interest-free!

For more info visit: https://zip.co/nz/how-it-works/

 

What do I do if my payment fails?

Oh no!  Check that your payment details (e.g. security number, expiry date, number) correctly match the details you have entered in our system. If it still does not work, we suggest contacting your card issuer as we, unfortunately, cannot see why your payment has been declined.

I have an issue with my Afterpay/Laybuy/Genoapay/Zip payment. Who do I contact?

We suggest contacting the third-party companies first as they are in the best position to solve your issue. See links below:

Laybuy: https://help.laybuy.com/hc/en-us

Afterpay: https://help.afterpay.com/hc/en-nz

Genoapay: https://help.genoapay.com/hc/en-nz

Zip: https://zip.co/nz/help/

If your issue still has not been resolved feel free to reach out to us on 09 522 8170 or at info@playerssports.co.nz and we will do our best to help!

 

DELIVERY

 

My order still has not arrived. How can I check the ETA?

Your tracking link is the best place to check for an ETA as it will show you the latest status of your order. You will be emailed your tracking link via email once your order has been dispatched. If you have not received a tracking link, please email us at info@playerssports.co.nz.

What courier provider do you use?

We are proud to be partnered with Courier Post.

My tracking link is showing that my delivered, but I haven’t received my parcel?

If the tracking link is showing that your order has been delivered, but you have not received it, please contact Courier Post first. If Courier Post is unable to solve this issue for you, please contact us via email.

I have received part of my order, where are my other items?

Not to worry, the rest of your order will still be on its way! We’ve just had to split your order as your items are in stock across multiple locations. The items will be sent in different parcels, and you will receive separate tracking links. If this is the case with your order, you will receive an email from the team notifying you of this!

I have logged on to my account online to check my order status, and it says my order is cancelled?

Not to worry! If you have ordered multiple items and they are in stock across multiple locations, we generate a new order/s with the items are being sent separately so you can receive separate tracking links and packing slips/invoices.

Do you offer express shipping?

We do not offer express shipping at this stage; all orders are sent via the Courier Post service.

RETURNS

How long will my return take to process?

As soon as we receive your return, our team will process it within 72 hours. As soon as you return has been processed you will receive an email notifying you that the exchange has been completed.

You will receive a new tracking link once your exchange has been dispatch.

For refunds on full-priced items, you will receive a confirmation via email once your refund has been processed.

Can I return an item I bought on sale?

You can return items within 60 days of purchase providing the product has not been used and is in brand condition with all original tags/packaging. You will be able to exchange it for something else or get a store credit. Any items purchased on sale are non-refundable.

Have you received my return?

Our customer service team will be in touch once your returned item/s have been delivered to us. Please send all returns to us via a tracked courier service so you can track the parcel from your end!

 

CRICKET BATS

Do your bats come with a warranty?

Yes, all cricket bats sold by Players Sports come with a 12-month warranty from date of purchase. This covers clear faults that are deemed to be caused by a manufacturing fault and no fault to the customer. Upon handing in your bat for a warranty assessment, we ask that you please provide proof of purchase. If this cannot be provided, Players Sports does have the right to turn down the claim. It can take up to 10 business days for the bat to be assessed/repair in conjunction with the supplier/manufacturer.

I would like my bat to be assessed, how can I do this?

All bats need to be physically assessed by Players Sports and the manufacturer. No claim can be remedied immediately as the bat needs to be sighted by the manufacturer. This is a case by case basis and will be actioned within the timeline. You can return the bat in-store or courier it back to us. If you are sending the bat back to us, please ensure you have contacted us prior. We recommend sending the bat back via tracked courier service.

If there are any delays, you will be contacted immediately. We understand it is not ideal going without your bat for any period during the cricket season; however, as always, we will action all claims with importance as promptly as we can. 

 

What is covered under warranty?

Warranty will only cover damage that has been caused by a clear manufacturing fault, and that is not deemed by the manufacturer as wear and tear or user error. See below for a guideline of what damage is not covered under warranty.

What damage is not covered under warranty?

Each case is different, and there is no strict guide we can adhere to. Each bat is assessed as an individual case by the manufacturer, taking into consideration the upkeep of the bat, the time and use since purchase. There are a few damages that are not covered under warranty listed below; however, in the majority of cases, these can be easily repaired:

  • Yorker Damage: Damage caused by the ball hitting the bat on the edge or toe of the blade causing cracking.
  • Misuse: Using the bat on concrete surfaces, dents/marks caused by hitting non-cricket balls, spike marks, dents/crack on the back of the bat.
  • Poor Maintenance: Cracking due to under oiling, cracking and wood swell caused by over oiling.
  • Moisture Damage: using the bat in wet conditions/wet nets. Over oiling of the bat. Left out in severe heat/direct sunlight.
  • Wear and Tear: Small face/edge cracking caused by the general use of the bat. Cracking/fraying of the toe caused by heavy tapping.

Cricket bat warranties may become void if any of the above has occurred, this will be at the discretion of Players Sports (retailer) in conjunction with the supplier (manufacturer).

Please see our Bat Care Guide for tips on how to avoid best the issues outlined above!

I have just received my knocked-in cricket bat from you, what do I do now?

Great! Your new bat has been properly knocked-in, and you can start using it. We recommend training with your bat for 2-3 hours with an older or softer cricket ball to allow the willow to get used to the impact. Using the bat straight away in a game can potentially cause cracks and major damage. It is important to remember that cricket bats are made from natural wood, so they do require maintenance and care.

Players Sports Bat Care Guide

  • Upon receiving your new bat, it is not advised to go straight into a game situation. Use older, softer balls in the nets to get used to the weight and feel of your new bat. Once comfortable, use new balls in the nets and monitor the appearance of the bat after each net. This helps continue the “knocking-in” process and gives your bat the best chance of a long and happy life!
  • Monitor the face and edges of your bat regularly for any cracks. If the face of the bat is dry, then apply a few drops of linseed oil to the face, rub it in evenly and leave to dry for a minimum of 24 hours. If you have any cracks that cause concern, bring the bat to us or send us some photos and we can advise you of the next steps. Remember: Some cracking is normal and is to be expected; it does not affect the performance of the willow as soon as you see any damage or have any concerns contact us as soon as you can! Damage that is left will get worse.
  • The longevity of the bat is dependent on user care and if it is maintained correctly and adequately.
  • We recommend toe-guards and facings to help lengthen the lifespan of a cricket bat.
  • The price of the bat does not indicate the longevity of the bat. Each bat is different, and all have different lifespans due to multiple factors.
  • Most damage can be repaired, contact our team in-store or online to find out how we can help you.
  • All English Willow bats need to be knocked in. Kashmir Willow does not require knocking-in.

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