FAQ

How do I contact Ongool's customer service?

You can reach us most easily via Facebook Messenger, but we also respond quickly by e-mail to kundservice@ongoal.se. You can also use the form below.

How long is the processing time for Ongoal's customer service?

We usually respond immediately via Facebook Messenger and always within 24 hours by e-mail.

How does Ongool's order confirmation work?

After placing the order, we will send a confirmation to your e-mail address, which is valid as both a receipt and a guarantee that the order has been processed. It is important that the correct email address is provided. If you have placed an order on www.ongoal.se and have not received an order confirmation from us by email, we urge you to contact our customer service.

How do I get information about Ongoal and offers about promotions and news?

By liking and following us on Facebook or subscribing to our campaign and newsletters, you stay constantly updated. We are also on Instagram and Twitter.

How does Ongool's invoice payment work?

Once you have selected Invoice as the payment method, you will receive an invoice sent to your e-mail address. The invoice must be paid to our payment partner Klarna.

What are the different payment options available?

We offer card, invoice and account payment as well as direct payment via Swish.

How does my discount code work?

When you have received a discount code, enter it at the designated place at checkout and press Apply. You will then receive direct information on whether your code is valid or not. Most discount codes only apply to regular prices. If you are unsure of what applies to your particular code, we encourage you to contact our customer service.

How long does the package remain before I have to pick it up?

Your shipment will remain with the agent in question for 14 days after you have received your SMS notification. After that, the package is returned to us, after which we have to charge a fee of SEK 250 for handling unredeemed items.

What are the shipping costs?

For agent delivery within Sweden, the cost is SEK 49 for orders under SEK 500 and free shipping for orders over SEK 500. We want you to feel safe with your purchase with us and therefore always offer free returns on all products except exercise machines that are delivered as home delivery.

What is the difference between DHL Home Delivery without a receipt and DHL Home Delivery with a receipt?

DHL Home delivery without receipt means that your shipment is delivered to the address you specified when placing the order without you having to be on site and acknowledge the delivery. Please note that this delivery method means that neither we nor DHL takes any responsibility for the package after shutdown! Should all or parts of the delivery disappear or be damaged, you are therefore not entitled to compensation from either us or DHL.

DHL Home delivery with the receipt means that your shipment is delivered to the address you specified when ordering. DHL will contact you to agree on delivery time, after which you must personally be on site this time to receive and acknowledge delivery.

How long is the delivery time?

We estimate that you will have your shipment within 1-2 working days, depending on the time your order is placed. If the product is an order item, the delivery time is 3-5 working days. Under each product, the delivery time is displayed.

How do I know that my package is available for download and where should I pick it up?

When the consignment has arrived at the delivery point, you will receive a notification via text message or e-mail, depending on what you have chosen, which contains all the information you need to be able to pick up your consignment. Which agent the package comes to is based on your postcode.

You can also follow your broadcast in the My Packages app, which can be downloaded for free on the App Store and Google Play.

How do I get my goods delivered?

We offer delivery to agents and home delivery without receipt and home delivery with receipt.

I have not received my package. What should I do?

When we have received your order, an order confirmation will be sent to you via e-mail and when we send the goods out of stock, you will receive a new e-mail with a tracking link to our partner. In case of any questions, we encourage you to contact our customer service.

What do I do if I want to return an item?

You have the opportunity to send back part or all of your shipment in return within 60 days. Contact customer service to get a return number that is used when returning. Refunds will then be made within 14 days of us receiving the item back unused and in unchanged condition with original packaging. It is not possible to return hygiene items such as underwear or massage guns if the seal is broken. In case of any questions, we encourage you to contact our customer service.

My package was damaged on arrival. What do I do?

We are responsible for products that are damaged or lost upon delivery to you. When receiving the goods, it is important that you check that the goods are not damaged during transport. In the event of any transport damage, you must immediately report this directly on site to the delivery agent.

What do I do if I want to complain about an item?

We follow the Consumer Purchase Act and the recommendations that apply to complaints. Only original defects are covered by the right of complaint. The right of complaint does not, for example, cover defects that are caused by normal wear and tear. We urge you to save the order confirmation as a receipt for your item. In case of any questions, we encourage you to contact our customer service.

I've made a return. What happens now?

A return takes between 5-10 working days to process and we will get back to you via email as soon as your return is processed. If you have chosen to pay by invoice, your invoice will be adjusted / canceled depending on whether you have sent back parts of or all of your order. Remember to keep track of the due date on your invoice. If the due date is approaching, you may need to extend it by contacting our customer service. If you have chosen to pay by card or via Swish, the money will be deposited in the card / account used at the time of purchase.

How long do I have an open purchase?

When you shop with us, you always have a 60-day open purchase.

I want another leaf on a club. Can you change blades?

Absolutely! If you want another color, model or hardness on the blade, we change it completely free of charge (the service does not apply to campaigns).

Can you change the grip band on my club if I order a new one?

If you also buy a grip band in connection with your club, we can re-wrap the club if you wish (the service does not apply to promotions).

How does the Purchase Guarantee work via Pricerunner?

When you shop with us, you are covered by the PriceRunner Purchase Guarantee. Thus, your purchase is protected up to SEK 50,000 if a problem should arise. The purchase guarantee costs nothing and applies to registered users of PriceRunner.

Even if you are not already a member of PriceRunner and have come to our website through them, your purchase can be covered by the Purchase Guarantee. All you have to do is register within an hour of your purchase. Becoming a member costs nothing and takes less than three minutes! Get the PriceRunner Buy Guarantee today

With PriceRunner Purchase Guarantee, you receive compensation for damaged goods, if delivery of the goods fails, if an individual item is missing upon delivery or if the goods are faulty. For the Purchase Guarantee to apply, the order needs to be addressed to you as a private person.

The purchase guarantee compensates you as a customer for both purchasing and shipping costs and any direct financial damage that you have suffered. No compensation is paid for depreciation, lost income or other direct or indirect costs.

Visit PriceRunner for a list of excluded categories and full terms and conditions for the Purchase Guarantee.

Register to get a 10% new customer discount

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