FAQ

Here are the Frequently Asked Questions categorized in several topics. We strongly encourage you to go through this page first before contacting us for help.

Before Purchase

  • Is it safe to shop online at fb-sport.com?

We respect your privacy and will never sell or distribute your personal information. You pay using your PayPal account or Credit Card via the PayPal Website option. Paypal is the world's leading secure online payment system, and you are fully guaranteed by PayPal's Buyer Protection. The reality is that shopping online is known to be more secured than placing an order over the phone and providing your billing information to a random agent whom you do not even know. You can rest assured that it is SAFE to shop online at fb-sport.com.

  • How do I make a purchase?

There are 5 simple steps:

1) Find your product by category or by searching keyword(s);

2) After finding your product, enter the quantity and click the "Buy Now" button;

3) Click the "Checkout" button;

4) Enter your shipping information and click the “Confirm Order” button;

5) Pay at the secured PayPal website.

  • What payment methods do you accepts?

We use PayPal's secure interface to accept payment. If you do not have a PayPal account, you can still use Visa, MasterCard or Direct bank transfer. Note that you are NOT required to open a new PayPal account just for this purchase.

Note: Sometimes PayPal is too strict and may reject your credit card even though it may be a valid one. Unfortunately, that is beyond our control and we suggest that you try another credit card instead.

  • Where is my order shipped from?

We prepare inventory at USA, Canada, Europe (UK and Germany), and Australia, respectively for customers from different areas. Customers are free to select the right item location when they place orders.

Also, if the product is out of stock at your selected location, you could select "China", from where we ship worldwide, and the inventory is fully complete.

For parcel shipped from China, the estimated delivery time (EDT) is normally 3-5 business days via DHL, FedEx, UPS, or TNT.

  • How will you ship to me?

For parcels shipped from local, we use local logistics companies, such as FedEx, UPS for USA customers, and GLS, UPS, DHL, Hermes, DPD for European customers.

For parcels shipped from China, we normally use DHL as the shipping method.

  • What is the normal shipping time?

The shipping time is approximately 3-5 business days. Most orders will arrive well within the advertised timeframe. The timeframe is an estimation and NOT a promise or a commitment. Occasionally, there may be slight delay due to variation of postal service in different regions, customs inspections, public holidays, weather etc. These are beyond our control.

  • Is there any extra fee like taxes if I live in Europe?

We have a warehouse in Euro, the product will be sent out from Germany.

Don't worry, there is no other extra fee you need to pay.

After Purchase

  • I have not received my order yet (within 60 days).

We hate but have to say “Just hang in there!". Sometimes things happen. There may be slight delay due to variation of postal service in different regions, customs inspections, public holidays, weather etc. These are beyond our control. The default free shipping option is via Standard Air Mail (Postal Service) and it does not have a tracking number and therefore we are unable to trace it too. Please wait a few more days.

  • I have not received my order yet (over 60 days).

An order is considered lost-in-transit if it does not reach the buyer after 60 days of delivery. Don't hesitate to Contact Us to request for a full refund or a re-send.

We will verify your mailing address. If you have carelessly provided a wrong address, then we cannot be responsible. If the address is correct, then we shall issue a full refund to you immediately (for order under US$50) or re-send by registered mail (for order over US$50).

  • My item is DOA (Dead-on-Arrival) or becomes faulty within 120 days.

Be free to Contact Us to request for a full refund or a re-send. You must contact us within 120 days.

Depending on the type of item, we may request for photographic proof or we may request for the item to be returned for inspection. You are responsible for the return shipping fee. If the inspection result indicates that the item is not faulty, then you are only eligible for a store-credit instead of a refund or reship.

After verifying the defect, we can issue a refund or send out a replacement item as soon as possible. However, if a replacement item is not available, then we will issue a refund instead.

  • Can I cancel my order?

Yes. If you want to cancel your order for any reason, just log in o

We will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. It also depends on when we read your request and NOT when you sent your request.

If the order can be intercepted, then we will cancel the order and issue a full refund. If the order cannot be intercepted, then we cannot cancel the order but you may return it for a store-credit.

  • Oops, I mistakenly bought a wrong item …

Be free to Contact Us to request for a return or an exchange. You must contact us within 120 days.

We will provide you with a RMA number and a specific return address you must use when sending your RMA package. You are responsible for the return shipping fee. We reserve the right to refuse any returns or exchanges for any reasons. A 30% restocking fee may be applied for all returns and exchanges at our decision.

  • What if I receive a wrong item?

Be free to Contact Us to request for a return or an exchange. You must contact us within 30 days.

Depending on the type of item, we may request for photographic proof or we may request for the wrong item to be returned.

  • OMG, I have entered the wrong shipping address …

Be free to Contact Us to request for an address change.

We will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. It also depends on when we read your request and NOT when you sent your request. We cannot be responsible if the package has already left the warehouse.

  • How can I check my order status?

You need to provide your email and order ID.

Note that the default free shipping option is via Standard Air Mail (Postal Service) and it does not have a tracking number. Therefore, you will not be able to trace the package after it leaves our warehouse. If you have paid for Registered Mail or Expedited Shipping, then there will be a tracking number with more shipping details.

Warranty

  • What is your warranty policy? 

Our warranty policy includes: 

  1. Unconditional return within half a month
  2. Within a year if there are problems with the product, replacement can be sent
  3. There are accessories to provide replacement

Product information

Air Track
  • What is the difference between the carbon airtrack and normal one?

They are technically the same. The only difference is that the handle of the carbon fiber one is more durable.

  • What is the difference between the 4 inch and 8 inch?

The 8inch-thick airtracks are much more bouncy, and they are suitable for experienced gymnasts, or tumblers.

  • What is the difference between the airtrack and airfloor?

Airfloors are 2-meter wide airtracks. They are larger (wider) than the airtracks. Size is the only difference between an airfloor and an airtrack.

Paddle board
  • How to tighten the paddle?

Here is a video to demonstrate how to tighten the paddle - 

https://bit.ly/3rpTQeV

  • How to inflate the board correctly?

Here is a video to demonstrate how to use the paddle board - 

https://bit.ly/3wcvmXm

 

Common troubleshooting

  • My airtrack/paddle board appears air leaking. What should I do?

Firstly, we need to locate where the leaking area is. 

Here is how to locate the leaking area - 

Inflate the air product, spray soapy water all over the product, especially the valve area, and then check air bubbles.

  • If it is valve leaking. 

It may be due to the collision of the product in transit, or too much use of the product, resulting in a loose valve, you can use the plastic wrench in the repair kit to twist and reinforce the valve.

If it does not work, 

you could put a PVC washer under the valve? You could use the repair patch to make one.

Here is a video for your reference.

http://bit.ly/3jY9EBK

  • If it is hole leaking

You could patch it up with the glue and PVC washers.

Due to the international shipping policy, the glue was recognized as dangerous item, it can not be shipped. So there is no glue in the repair kit.

As for the glue, we highly recommend the gorilla original glue and UHU glue.

Social Media

Do you have the social media account?

Sure, we have the accounts in different platform.

Here is the links - 

Instagram - https://www.instagram.com/official_fbsport/

Facebook - https://www.facebook.com/fbsport.official/

YouTube  -  https://www.youtube.com/c/FBsport

Tiktok - https://www.tiktok.com/@fbsport.official

You can subscribe our channels. Sometimes we will hold the give away event.

You can take part in the events, just upload your video.

We will randomly select 3 lucky users, and win our product as prizes.

 

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