Frequently asked questions
To help you get to the information you need as quickly as possible, this page contains answers to the questions we most commonly get asked. We hope you find what you are looking for here but if not you can email us directly from our contact us section and we will get back to you within one business day.
- How do I track the progress of my order?
Once you have placed an order, you can log in to the website using the email address and password you gave us when you checked out and click ‘your account’, where you will see the order(s) you have placed and their status. If you did not provide us with a password when you checked out, you can go to the login page enter the email address you used when you placed your order and click ‘forgotten password?’ You will then be sent a temporary password that you can use to log in (please note you will have to change this password to one of your own making in order to access your details).
- Can I change my order after placing it if I need to?
You can change your order after placing it with us but only if you inform us within 30 minutes of placing it. Please phone us as soon after you place your order as possible and we will try to change any items in your order, but we cannot guarantee we will be able to every time as our systems are designed to be as automated as possible and your goods may already have left our warehouse if you don’t let us know quickly enough.
- How do I know when my order has been dispatched?
When we dispatch your order we will send you an email to let you know, containing information on the products dispatched to you. Please note that some email services (such as Yahoo, Googlemail and Hotmail) have filters that can stop this email from getting to your inbox. To prevent this, please add firstname.lastname@example.org to your address book or safe sender list.
- Why did I receive some items but not others I ordered?
Whenever possible, we dispatch all of your items together. However, sometimes we might be waiting for stock and rather than keep you waiting for all of your goods (particularly if they are unrelated), we may dispatch the items we have in stock to you and then send any other items when we receive them. You will not incur additional delivery charges if we do this.
If you inform us that you want all of the items together or if we can tell that you need all of the items together (for instance if you have ordered a table tennis table and some bats) then we will not dispatch your order unless it is complete.
- What do I do if I have received an incorrect item?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact Customer Services on 08452 702 011 , where one of our helpful advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it.
- What do I do if I receive a faulty product?
We have the highest standards at ActivInstinct and only source products from high quality brands and suppliers. Most items sold on ActivInstinct have a full manufacturer’s warranty. If any product we supply fails prematurely due to a manufacturing defect we will be happy to assist you in providing a replacement or alternative product. However, due to the highly technical nature of many of our products, ahead of providing a replacement or alternative product, we are required to send all faulty products to the manufacturer for expert analysis. Please note this can take up to 28 days, however faulty items are normally replaced much quicker. In the event the manufacturer deems the product is not faulty, and damage was caused by mis-use, unfortunately we are not able to replace the item or offer an alternative.Please follow our easy returns process if you have a faulty item and we will be happy to assist you.
- Where do you deliver to?
We choose our couriers to ensure that we have a wide geographical coverage for deliveries. This means that we deliver to all parts of the UK, Europe and many countries around the globe - over 100 countries in fact. For more information about what countries we deliver to and the likely charges, please visit our International delivery section. Please note that not all products offered on our site are available for delivery to some UK and international destinations, but this will be highlighted clearly. For further information on UK delivery please visit our UK delivery page.
- How long will my UK delivery take?
We aim to get all orders delivered within 2-3 working days, however occasionally items may be delayed and take up to 7 working days. We will tell you when we have dispatched your order so you will know when to expect it. Please note that some items that need to be ordered specially and may take a little longer. For more information on delivery, please click here.
- How long will my International delivery take?
We aim to get all orders delivered as quickly as possible, and work with a number of established and trusted couriers to ensure this happens. For more information on delivery times and costs, please see our International Delivery page. We will tell you when we have dispatched your order so you will know when to expect it. Most International orders will have a tracking number, which will be sent to you with your dispatch confirmation. You will be able to track these using the links on the delivery page. If your parcel was dispatched using Royal Mail Airmail, we may have to wait upto 28 days after dispatch to track your parcel.
- What is your delivery charge?
Delivery is free for orders over £50 and for standard UK orders under £50, our delivery charge is £3.95. Please note that some products and addresses (for example Highlands and Islands and international addresses) will incur higher delivery charges and you will be advised of these before checkout. For more information, please visit our delivery page. For information on International delivery pricing please visit our International delivery page.
- Can I cancel my order?
Yes you can, the UK Distance Selling Regulations mean that if you realise you do not wish to keep an item then you can cancel anytime up to 7 working days after you receive your order (starting the day after you received them) by informing us in writing. If you wish to cancel an order before we have dispatched it then please phone or email us as soon as possible. For more information on cancelling or returning an order please click here.
- Can I exchange my goods for something else?
If you find that you have changed your mind and want another product or you wish to get a different size or colour of the item you have ordered then, please let us know and we will be happy to exchange it. All we ask is that you return the product to us unused and with the original packaging and we will exchange for the item you would like. If the item is a higher price then we will need to charge you the difference but if you are exchanging for a cheaper item, we will refund any difference. Please note, we do not refund any delivery or return costs for exchanges.
- How do I return an order?
If you wish to return an order to us as a result of cancelling an order, making an exchange or if there is a problem with your goods then please contact us or use the returns function in the ‘Your account’ section, which will guide you through the process and generate a returns label for you to ensure that things are processed as quickly as possible when we receive them. For more information on returning goods, please click here.
- How long will it take to get my refund?
We aim to process your refund within 3 working days of receiving your goods back and you will get an email to let you know when we have processed it. We will refund the amount to the card you used to place the order and once we have processed it, you may need to allow another 5-10 days for the refund to appear credited back to your account depending on which card issuer or bank you are with.
- Do you issue promotional codes?
Yes we do issue promotional codes from time to time and if you are selected to receive one, all you have to do is enter the code in the shopping basket and click update.
- How do I find which product is right for me?
We have some excellent buying guides on our site to help you find the right product (such as tennis rackets, hockey sticks, running shoes, cricket bats and table tennis tables). These explain the technical terms and benefits and we’ll even give you recommendations based on what you’re looking for. Click here to see our buying guides.
- Do you have size guides?
Yes we do, because lots of our brands and suppliers have subtle differences in their sizing so you’ll find them where it most makes sense, on the product pages. Just look beneath the main product image and you’ll see a little tab marked ‘Size guide’, click on this and an overlay will launch showing you all the information you need in a table.