FAQ
Equipment Questions v1
Are all the product original brand products?
Yes all products sold are original brand products.
If a bat is classed as Pre - Prepared or Knocked in is it ready to play with?
No, this means that they it is part prepared in the factory, including oiling, pressing under a roller and some hand mallet knocking in. We, along with the bat manufacturer still recommend some further knocking in with a bat mallet around the perimeter of the face of the bat and some gentle net practice against an older, softer cricket ball before full match use.
Do I have to order RH (right handed player) and LH (left handed player) batting pads and gloves separately?
No - all batting pads and gloves are sold in pairs. Some are ambidextrous and suit both styles of batting, but just like shoes, they are always sold in pairs.
How do I tell if I want RH (right handed player) or LH (left handed player) equipment?
You need to know how the player stands when facing the bowler. If their left shoulder is facing the bowler the player is classed as a right hander and vice-versa.
Payment Questions v1
How can I pay for my order?
You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept VISA, VISA Debit, VISA Electron, MasterCard, Maestro and Discover. We also accept PayPal payments. We use Authorize.net to collect your credit card payment details safely and securely.
Can I pay with American Express?
Unfortunately we do not accept American Express at this time. Please use one of the payment methods listed above.
I received an email saying the name and address details I entered do not match that by the card issues, but they are correct?
When we request Pre-Authorization on your card our bank/merchant will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file. If there is ANY discrepancy it will be flagged as Suspicious Transaction and we will need you to contact us with confirmation of your billing address.
I paid using a credit card and my order status says Suspected Fraud?
When we request Pre-Authorization on your card our bank/merchant will check with your card issuer that both billing and shipping address details entered match with what they have on file. We also check your location when you placed the order by tracking your IP address. If there is ANY discrepancy it will be flagged as Suspected Fraud and we will need you to contact us with confirmation of your billing address and placed order.
What currency are your prices in?
Our website is designed to display your local currency however, as a Canada company, all our products base price is in CAD. Your card will be charge the amount displayed in your local currency, which will be converted back into CAD when we get paid. Your bank / card provider may show your actual paid local currency amount at the time of transaction due to dollar and your local currency conversion rate. Your card issuer may be able to help you with more information as to their charges and the cost of the purchase.
Can I pay in US Dollars?
Yes you can pay in USD.
When will I be charged for my order?
For credit / debit card purchases, we will charge your card when the order is placed. For other payment types, goods will be dispatched when the payment has cleared.
My items are out of stock, do I get a refund?
Yes once we have confirmation that you wish to cancel the order your refund will be made within 24 hours.
Privacy Questions v1
Please click here to view our detail Privacy & Security.
We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly.
WE DO NOT SAVE ANY FINANCIAL DETAILS SUCH AS CREDIT OR DEBIT CARDS.
Product & Stock Questions v1
All products are updated near real time based on customer transactions.
When you select your required product and or size the availability will appear below, either:
- Available for Immediate Dispatch
- Order Now for Dispatch in ... days
- Pre-Order Now for Dispatch on...
If there is an availability problem with an item displayed as 'Available for Immediate Dispatch,' usually where the number of orders exceeds the current stock level, your confirmation email will advise 'Item currently out of stock' in the item status. We will then contact you to advise on further availability and confirm how you wish to proceed.
If I pre-order an item will I receive the item on the release date?
When you Pre-Order an item a "Pre-Order Now for Dispatch on ..." message will be displayed. This is the anticipated dispatch date from our warehouse based on the delivery schedule advised by the manufacturer. If you have chosen to personalize your Pre-Order item please allow an additional 2 - 3 days for dispatch. We will inform you of any manufacturer delivery delay to Pro-Direct as soon as possible by email and advise the new expected dispatch date.
Will the sale items be re-stocked?
Often items will be reduced in price once that line/color way has been discontinued by the manufacturer. If more stock is due, the date we anticipate being able to dispatch it will be advised when you select the size. If the size required is unavailable you may wish to contact our Sales Team who can search our stock database for an alternative bargain.
How long will items be on sale for?
Usually once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers, multi-buy deals and price reductions may only apply for a limited time but the price advertised when the order was placed will be honored providing stock is available.
Will your store do price match?
Yes we do price match a product with certain conditions. Please click here for more information. We do have regular promotions throughout the season including multi-buy offers and regular reductions on various products every month. Please check the website regularly or call our Sales Team as stock will be limited!
Can I order by email or Fax?
We do not accept orders by fax or email due to the obvious personal information security issues. While we are happy to deal with initial enquiries this way, final orders must be processed on our secure website or by calling our Sales Team at 1(647) 948 8986.
What sizing formats do your store use?
We will use USA/UK sizes as our predominant format. When ordering footwear you will have the option of selecting between UK or US sizes. When you receive your confirmation of order the comparative UK / US size will be shown. Size comparison charts are available on the website for most products. If you require assistance please contact a member of our Sales Team by phone or email.
Can personalized item be exchanged?
Once items have been personalized they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalized product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.
If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange.
We will only accept personalized items for return if the personalization is incorrect from the receipt of order or if the product is faulty.
The product I received looks different to the image on the website/in the brochure
Whilst every effort is made to ensure that products, prices and colors are correct at the time of pre-selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, color tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.
What is approximate product weight?
| Product | Package Weight | Product | Package Weight | ||
| Bat | 1.80 kg | 3.97 lbs | Bat, Pads | 4.80 kg | 10.59 lbs |
| Pads | 2.50 kg | 5.51 lbs | Bat, Pads, Batting Gloves> | 5.00 kg | 11.02 lbs |
| Batting Gloves | 0.45 kg | 0.99 lbs | WK Gloves | 0.80 kg | 1.76 lbs |
| 1 Dozen Balls | 2.30 kg | 5.08 lbs | WK Pads & WK Gloves | 2.20 kg | 4.85 lbs |
| Cricket Shoes | 1.50 kg | 3.30 lbs | Shoes & Clothing | 2.10 kg | 4.63 lbs |
| Large Personal Cricket Bag | 3.00 kg | 6.61 lbs | Helmet & Grid | 1.20 kg | 2.65 lbs |
| Small Personal Cricket Bag | 1.50 kg | 3.30 lbs | Fielding Hat | 0.25 kg | 0.55 lbs |
| Clothing-Shirt & Trousers | 0.95 kg | 2.10 lbs | Set of Stumps & Bails | 3.60 kg | 7.94 lbs |
| Trousers | 0.50 kg | 1.10 lbs | |||
| Thigh Pad | 0.45 kg | 0.99 lbs | |||
Order Questions v1
Once you have completed your order you can check the status of the item(s) by logging into your account on our website but you cannot cancel. Please note - we cannot guarantee cancellation of your order as is some cases it is likely we have validated payment. ( please note if you have ordered personalized products it is very unlikely we can cancel once payment has been validated and goods sent for processing ) we ask that you Contact Us as soon as possible preferably by phone and we can check if this is possible.
If goods have been dispatched you may return them but please check our Returns Policy as some items/services may be excluded.
To provide you the best possible service, we will keep you informed of your order status via e-mail and will provide you with a shipping tracking number. An initial e-mail will confirm that your order was placed and accepted.
What are my shipping options and costs?
We ships most merchandise within 2 working days of when the order is place.
Currently we offer shipping via Canada Post and FedEx for domestic and international shipping for most merchandise. Each item on our website has specific Shipping rates that are added on to the item price at checkout. Please contact us to arrange larger delivery options!
Pricing & Promotion Questions v1
What happens if a price of an item has changed, after it is ordered but before its shipped to me?
Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed, but before you have received it, please contact us by phone or email and we'll credit the difference. If a price is reduced after receipt of the order we cannot refund the difference.
Viewing Orders Questions v1
You can login into your Cricketmerchant.ca account and view order history under My Accounts link available on top right corner, next to shopping cart on each page of the website.
Shipping Rates Questions v1
Free Shipping is offered with certain product purchase and or with conditions. Please click on the Free Shipping link to get more details and on how you can make your order eligible for free shipping.
Simply view your shopping cart to see the lowest-cost shipping rate for your order. Shipping charges are based on the total weight of the items in your shopping cart and not dimension. Expedite shipping method is anything other than ground, which will cost more and the rates are based on actual package dimensions. One of our associate will get in touch with you if the paid shipping price is higher and or lower to collect and or credit the difference. We do our best by working with shipping carriers to offer you best discounted rates.
Simply view your shopping cart to see the lowest-cost shipping rate for your order. International shipping charges is based on package dimension and hence will cost more than what you see in your shopping cart. One of our associate will get in touch with customer if the paid shipping price is higher and or lower to collect and or credit the difference. We do our best by working with shipping carriers to offer you best discounted rates.
Delivery Questions v1
In Canada, your package cannot be scheduled to arrive at a specific time of day. Ground packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday.
You can always login to track the package from your My Accounts page.
First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please contact a Live Chat representative, or call Customer Service at 1-647-948-8986 if you're unable to locate an item.
Yes, we deliver to APO/FPO addresses. APO/FPO orders are shipped by the United States Postal Service and usually take one to two business days to process and, once shipped, five to ten working days to deliver. However, Cricket Merchant cannot control delivery time. Some APO/FPO orders may require 6-8 weeks of lead time.
Our store does not ship to standard P.O. Boxes. However, we can ship to residential P.O. Boxes in rural areas.
No we do not offer this service at this time, however things may change based on demand.
The tracking numbers for each day's shipped orders are automatically emailed after 6:30pm Central Standard Time. Alternatively, you can check your order status online from My Accounts - Protal - Billing - Sales Orders - Additional Info tab.
Return Questions v1
Call us at 1(647) 948 8986 or send us a not via Contact Us page.
RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria:
- Return with RMA number clearly identified in shipping label or on package.
- Return with all original equipment, documents, and packaging.
- UPC code along with retail package.
- No physical damage caused by customer or by carrier.
- Item is NOT out of warranty when it is received.
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. We will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. We must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.