Faq Sections

General information about Savifoot Sport Inc.
How to contact SAVIFOOT?

If you have a question, our team remains at your disposal. For this you can contact us by email directly on our website: 

https://www.savifoot.com/en/ or at

On average, we will respond within 24/48 hours (excluding weekends and holidays).

Do you have physical stores?

We only have a warehouse located in Saint-Leonard where we do production. Please note that we are not open to the public. To purchase our products, you must go through our online boutique.

Is it possible to come and buy / try the products on site?

We are a warehouse and do not give the possibility to come and pick up on site. You cannot come or buy/try our products or pick up your order on site.

How do I exchange an order that was placed by YOUR CLUB?

You must make a request to your club's equipment manager. The club is responsible of the order.

Shipment / Delivery
What are my delivery options?

We are not open to the public, so your only option is home delivery or delivery to your soccer club if and only if SAVI is the official supplier.

What are the delivery times?

The delivery delay is 15 open days at all times. You need to exclude weekends and holidays.

You will be notified by email when your order will be delivered to the club for pick-up or shipped (depending on the choice made when order was placed).

How can I get my order faster?

Each web order is considered a "priority" order. We process web orders day by day according to the date they are received. There is no way to speed up the process but our production team does its best to ship your order rapidly.

How can I avoid paying shipping costs?

In the case of:

  1. SAVI is the official supplier of your club
  2. This same club authorizes the pick-up of web orders*.
  3. The amount of your order exceeds $225 excluding taxes

You are exempt from paying delivery fees.

If your order does not meet these two requirements you have no choice but to pay the delivery charge for home delivery. We remind you that we are not open to the public and do not allow pickup from our warehouse.

* COVID 2019 Please be aware that some of our partner clubs are currently no longer open to the public for pickup due to the current pandemic. In this case, your only option will be home delivery with payment of delivery fees.

How to choose a delivery to the club to avoid paying delivery fees?

If you meet the first two characteristics described in the previous question, you can choose the option of delivery "to the club" in the third step of the purchase process in "delivery method".

Your order
How do I know the status of my order?

As soon as we receive your order, we will automatically put it in process. As long as we have not shipped it, it will remain on this status. The status "In Process" does not mean that we are in the process of making it, but simply that we have taken it into account in our production process.

  1. For home deliveries: As soon as your order is shipped, you will receive an automatic email (Don't hesitate to check your spam).
  2. For club deliveries: As soon as your order is delivered to your drop-off point, you will receive an automatic email (Don't hesitate to check your spam).

You will also receive an email with a tracking link from the sender that will allow you to follow the delivery process of your package (Don't hesitate to check your spam).

How do I add additional information about an order?

You can, if you wish write to us a personalized message at the time of placing your order in order to give us additional information about your order that you think is useful for us to know.   

Can I modify my order?

If you send us an email to [email protected] the same day you place your order we can still make a change on :

  • The size
  • The color 
  • Personalization.

In case your order has already been shipped/delivered you will have no choice but to proceed with an exchange (if and only if your item is not personalized). 

Please note that we cannot replace a product with another one if it does not have the same reference. If you have made a mistake on a reference, we will have to cancel your order, refund you and you will have to place a new order. 

Can I remove an item from my order?

If you send us an email to [email protected] in the days following your order we can still proceed to a cancellation of your order.

Can I add an item to my order?

If you realize that you have forgotten an item in your order and you wish to add it :

  • You can place a second order.
  • We can cancel the original order so that you can reorder it with the missing items. (Please note that by doing this, it will take another 15 business days to receive your order).

Can I cancel my entire order?

As long as your order has not been prepared and shipped, we can cancel it and refund it. Please send us an email at [email protected] to know the progress of your order. If your order has already been shipped, you will have to go through an "exchange" according to our terms.

I forgot to personalize an item in my order, what should I do?

You can send us an email to [email protected] to request it. You will have a possibility to proceed to the payment of the personalization (numbers, initials, name):

  • By email via a PayPal link that we will send you

Return / Exchange policy
Our policy

To initiate the process

  • In order to help you quickly, please have your order number available. All returns must be approved by our customer service representatives. They will give you a return authorization number. Without this number no returns and/or exchanges will be possible.
  • If you wish to cancel/return or request a refund for your order, please notify us by writing as soon as possible with the order number to [email protected] (for online orders) and to [email protected] for other types of orders;
  • All goods returned for reimbursement / exchange must be accompanied by the document to this effect prepared and sent by SAVI; 
  • To be eligible for a refund or exchange, all returned items must be in their original condition, have all their labels and be considered by SAVI as having not been worn or being damaged; 
  • Please note that any personalized merchandise (name, number, etc.) is not exchangeable, returnable or refundable; 
  • For non-personalized items, you have 30 days following receipt of your order to make a return or exchange. The refund or exchange will be made only on new merchandise, unused and returned in its original packaging;
  • In the event of the need to return or exchange an item, the procedures differ depending on the choice of delivery:
    a) If your order was delivered to the Club office or partner Association, the return, after approval, will be done by the same way.
    b) If your order was delivered by courier service, you are required to cover the cost of return and reshipment by similar service. Of course, if the reason for the return, reshipment is due to an error on our part, we will cover these costs.
  • As soon as we receive your package at our warehouse, we will check the condition of the items. Your return will be inspected and when we have determined that the return standards have been met, we will exchange or refund the cost of your merchandise, as well as applicable taxes, using the original payment method; 
  • The original shipping costs are not reimbursed;  
  • Please allow 10 to 15 working days (excluding weekends and holidays) from the receipt of your return to our warehouse for processing;  
  • No refund or exchange will be accepted after the authorized period (30 days) for returns and exchanges;  
  • All purchases of liquidation items, constitute a final sale and cannot be returned or exchanged.

How to proceed for an exchange/refund?

Please visit our terms and conditions section to learn about the exchange and refund process. If you meet the conditions, please send an email to [email protected] specifying your order number, the reason for your return, the products concerned, and the desired size if it concerns an exchange. Please indicate whether it will be a refund or an exchange.

You must wait for the return form that we will send you by email before proceeding with a return.

Is it possible to make the exchange on site?

It is not possible to make an exchange on site as we are not open to the public.

Depending on your case, you will either have to go through the club (if it is provided by SAVI and open for pickup). Before bringing the items back to the club, please notify us by email at [email protected]

If you are not part of the first case, you must return your items at your expense. Please note that in the second case, for an exchange, you will also have to pay the shipping costs of the new products.

How do I return a product for an exchange or refund?

In order to return a product, we invite you to first consult our return policy in "our terms and conditions" on our website and then contact us to determine your eligibility and in a second step request your return slip before starting the process. Please contact us at [email protected]

My product is defective how do I proceed?

In the case that you receive a product with a manufacturing defect, you must proceed in the same manner as for a "normal" return. If our quality department concludes that the product has a manufacturing problem, we will assume the cost of exchanging the item concerned in an accelerated process. For this specific case, we invite you to contact us at [email protected] in order to find a solution.

General information about our products
I can't find the size I want on your website, what should I do?

If the size you want is not present on our website it is because in most cases we are out of stock. Please contact us at [email protected] if the desired size goes beyond 2XL or below Y9/10.

Can you advise me on your sizes, I don't understand the size chart?

We have put online a size chart for most of our products on our website. It is more or less reliable of 5% because it will depend on your morphology and your preferences. You can take a piece of sports equipment that you usually wear, put it on a table and take the measurements as shown on our website. If you wish to have correct measurements, please install the relevant equipment that is similar to the one you wish to order from SAVI, directly on a flat surface without making someone wear them.