Fraudulent and Cancelled Orders

Fraudulent Orders

I received an email requesting for personal information because my order flagged as a risk, is this legitimate? 

• Yes, this email is a legitimate email from Sting.
• In 2024 it is estimated that almost $60 billion in consumer products will be lost to fraudulent activity. To protect our customers and Sting we have two options;
  • We can raise our prices to compensate for this loss, or
  • Institute the below security screening so that our prices can remain the same
• Our website security uses background algorithms to evaluate the level of risk for each order
• Low risk orders are automatically authorised
• Medium risk orders will require the below verification before they are processed:
  • You will receive an email from Sting with a screenshot as to the reasons why your order is medium risk
  • We request two forms of identification to verify the details within your order
  • The name on the payment method and other identification documents must match
  • If we do not receive the verification information within the timeframe stated within the email, the order will be cancelled
  • We will send a reminder and final email 24 hour prior to order cancellation
  • The payment is not processed until we authorise the transaction. Your financial institution transaction history might have a pending charge or hold on your account. If the order is verified this will be posted to your account. If the order is cancelled it will not post to your account and will drop off your transaction history

I didn’t request my order to be cancelled, yet I received an email that my order was cancelled, why?

• High risk orders are automatically cancelled. If you need clarification as to why, upon request we can email you a screenshot from your order history.
• The payment is not processed. Your financial institution transaction history might have a pending charge or hold on your account. Once the order is cancelled it will not post to your account and will drop off your transaction history
• If Sting requests information from you regarding your order and we do not receive an answer within the specified timeframe stated in the email, we reserve the right to cancel your order. Less the fee as outlined below.

Out of Stock or Unavailable Items

If an item becomes unavailable from the time your order is placed to the time is expected to dispatch, we will notify you by email. You will be given the opportunity to:

• wait until it comes back in stock,
• choose an alternate item, or
• receive a full refund including if applicable shipping or tax charges

You will be given a timeframe in which to respond. If we do not receive a response your order will be cancelled

I ordered the wrong item, how can I cancel my order?

• If your order is not yet with our fulfilment centre we will be able to change the; item/s, colour, quantity, size etc. so you can avoid the cancellation fee
  • Please send an email to customerservice@stingsports.com as soon as possible with your order number (AUS#####) and the size or the item you need instead
  • If the order is with our fulfilment centre or already shipped we are unable to make changes and you will need to go through the Returns & Refund Policy process once received here

I entered the wrong shipping address, how can I cancel my order?

• If your order is not yet with our fulfilment centre we will be able to change the shipping address so you can avoid the cancellation fee
• Please send an email to customerservice@stingsports.com as soon as possible with your order number (AUS#####) and the correct shipping address
• If the order is with our fulfilment centre or already shipped we are unable to make changes and you will need to contact the carrier to change your delivery address. View our Shipping Policy for next steps here

I no longer want what I ordered, how can I cancel my order?

• As long as the order is not yet with our fulfilment centre we can cancel the order. 
• Refunds take between 3-5 days for the funds to show as available in your account, depending on the financial institution
• If the order is with our fulfilment centre or already shipped we are unable to make changes and you will need to go through the Refund and Returns process once received here