Where is my order? I’ve received a notification that it was delivered, but it’s not here.

1. Check your tracking history for the place it was delivered to:

Check your front porch, surrounding areas and parcel lockers
Check with other members of your household and neighbours to see if they have collected it for you on your behalf
Check any exterior security footage if available during the time of delivery
Please wait 24 hours for your order to be delivered if it’s with an agent for final delivery

2. Confirm the shipping address provided was correct through your confirmation email

It is up to the customer to file a lost package claim with DHL
If the proof of delivery photo matches the shipping address provided on the order Sting will be unable to file a claim

If the delivered address is nearby please make an attempt to collect it. If it’s not collectable, leave a note with your information
If the delivered address is not nearby please contact DHL 024 7693 7770 to see if they can attempt to collect your parcel and then redeliver it
If they are unable to recover it, it is up to the customer to file a lost package claim directly with DHL

If the address is incorrect and the order has been returned to our fulfilment center - please email customerservice@stingsports.com with your order number (UK#####) and correct shipping address

Shipping Address:

It is up to the customer to provide clear and accurate shipping details. Sting can only ship to the address provided on the order
If the order has been delivered to a customer-entered incorrect address it is up to the customer to try and rectify it with DHL
If we determine that your order was delivered to an incorrect address because of a Sting data error, we will attempt to recover your original order. If this fails, we will reship your order. You will receive new tracking information once dispatched under the original order number
If we determine that DHL has delivered your order to an incorrect address, we will attempt to recover your original order. If this fails, we will reship your order at our cost. You will receive new tracking information once dispatched under the original order number

Claims:

Under customer not-at-fault situations we can file a lost package claim on your behalf

Any claims that are approved will have a credit for the cost of the original item value (excluding any shipping costs) up to the insurance maximum of $100.00
Any claims that are denied are considered closed

Sting is not responsible for stolen orders. If you believe your order has been stolen, file a police report and a lost package claim with DHL
We will be unable to file a claim if the DHL proof of delivery photo matches the shipping address provided on your order. It is up to the customer to file the claim with DHL
It is the customers responsibility to provide a safe and secure location for deliveries to be made to. If you are in a known area for stolen packages please organise a secure location for your order to be delivered to or using your tracking information, ensure the package is deliverable with signature only.

My order has shipped, but the tracking has had no updates for over a week. What do I do?

Contact DHL 024 7693 7770 and open a case to investigate the packages location
DHL has a 14 day window of time where they will try to locate the package. They will communicate if they have located the package or if it is lost
Until this 14 day window has been observed and the DHL investigation is completed;

if the original package hasn't been found we will reship your order with a new tracking number
if the original package is found use your original tracking number for updates

Missing Orders