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.

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

  • 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, Yodel, DPD for European customers.

  • 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 custom charge 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 our website.

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
  4. We will delay the return time by half a month for items ordered in holiday season as a gift.

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.

  • Is it a waterproof product?

Yes, this is a waterproof product. You could use it as a inflatable dock.

  • How to clean my airtrack

You don’t need to use the soap every time. Fresh water rinses and wiping with a towel will do wonders. However, it doesn't hurt to wash your board with soap occasionally.

  • Is the glue included in the repair kit?

Due to the international shipping policy, the glue is recognized as dangerous item, so the glue is not allowed to be shipped.

We are highly recommended the gorilla original glue and UHU glue, you could purchase the glue on Amazon or local store.

  • Is it suitable for outdoor? Which condition/environment can be used?

You can use the product outdoors, but make sure there is nothing hard on the ground to avoid damage to the product.

  • Can I wear a shoes to exercise on the product?

Gymnasts usually choose not to wear shoes, so they are free to work out. Standing on an inflatable gym mat is like standing in air, so they don't have to worry about the floor being too hard.

  • Can it be used like a trampoline?

We do not recommend that you use the product as a trampoline, although the product has elasticity, it cannot absorb too much of the gravity generated by a high fall

  • Can the products be used together? Do I need to buy extra Velcro?

Yes, the product has a place for connecting the mats with Velcro. The Velcro is included in the package. If you want to connect more, you could visit our accessories page to purchase.

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

  • The composition of the paddleboard (material and structure)

Military grade dual layer DWF drop sticth materials. Stand Up Paddle Boards with soft EVA deck pad makes it family and pet friendly.

  • What is the function of D rings?

You can install the ankle leash with D-ring and tow your paddle board behind your boat when you are out on the water. Multiple boards can be easily tied together. Secure your board to a dock or attach a sandbag to the D-ring on the bottom of your board to keep it in the water when not in use. Drag a separate paddleboard behind you with all your fishing and camping gear on it.

  • How to store the paddle board?

Either way is fine as long as it is clean, dry and the temperature is right. The inflatable can be packed into a SUP backpack or bag so it can be easily stored anywhere, even in a closet or on a shelf in your apartment.

 

  • What should I do if my paddleboard is broken?

Be free to contact us, we will try our best to help you.

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 are 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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