Help Center

1.   My Account

       1.1.   How do I create My Account?
       1.2.   How do I edit My Account?
       1.3.   I forgot my login name / password

2.   Shopping
       2.1.   How do I find my product?
       2.2.   Advanced search
       2.3.   I cannot find my desired product

3.   Ordering
       3.1.   How to order
       3.2.   Shopping cart
       3.3.   Placing the order
       3.4.   Ordering w/o registration
       3.5.   Ordering with registration
       3.6.   Order confirmation
       3.7.   Order Modification
       3.8.   Order Cancellation

4.   Payment
       4.1.   Pricing
       4.2.   What are my payment options

5.   Shipping
       5.1.   Expedition
       5.2.   Shipping and delivery time to Slowakia
       5.3.   Shipping and delivery time to EU
       5.4.   May I track my shipment?
       5.5.   Delivery issues¨
       5.6.   Transportation documents

6.   Warranty & Returns
       6.1.   Money back guarantee
       6.2.   The warranty on goods
       6.3.   Warranty period
       6.4.   Complaints
       6.5.   How and where to apply the Complaint
       6.6.   Complaint of the Carrier services

7.   Discount coupons
       7.1.   How do I get a Coupon
       7.2.   How do I use my Coupon
       7.3.   Possible problems with Coupons

8.   Protection of Personal Data

9. Dealer sales & Club program

1. My Account

1.1. How do I create My Account?

Before you place your order it is recommended to create your customer account with your login name and your password. This will make your further ordering easier as under the registration you will not have to fill in your contact (shipping) information again. It will also enable you to track your ordering history and we can serve you better. To create your accounts please click here.

1.2. How do I edit My Account?

Once you are logged in you can update all your contact information or change your password. To make modification on your order you always have to contact us directly via e-mail.

1.3. I forgot my login name / password

When you login make sure you always use correct capitalization! If you forgot your password use the “Forgot your Password?” features to retrieve it again – after you enter your login name your password will be shipped to your e-mail automatically. And if the problems persist, please contact us directly via e-mail.

2. Shopping

2.1. How do I find my product?

Products can be searched in different ways. All products are sorted into many categories depends on its purpose. To search the categories you can use the Category tree in the left of your screen.
The easiest way is to enter the name of wanted product into the search box – you can find it in the middle of the left screen side.

2.2. Advanced search

Also advanced search for those users who search products using multiple criteria is available.

2.3. I cannot find my desired product

In case you fail to find your desired product please contact us with your request on the availability of the product you can not find.

3. Ordering

3.1. How to order

Simply look at the product we offer and find the one that suits your needs best. Than place the product into the Shopping cart in the quantity you need and after you finish your shopping, place your order.

3.2. Shopping cart

Once you decide for the product you can insert it into the shopping cart using the “Add to cart” button. Successful insertion will be confirmed with the notification text. You can continue shopping and add more products into your cart.

3.3. Placing the order

After you finish your shopping you can review the content of your cart using the shopping cart icon in the top right corner. The list of the goods you selected will be than displayed. You can easily change the quantity of the goods in your chart or remove product from the chart.
Than you simply confirm and place the order.

3.4. Ordering w/o registration

Products can be ordered also without previous registration – process:

              1.    Control the content of your shopping cart
              2.    If you are holder of the Discount coupon – use it
              3.    Choose the delivery and the payment method
              4.    Insert required date on the next screen
              5.    Confirm your order

       3.5.    Ordering with registration

Once you get registered your ordering becomes more comfortable. You will not be asked to enter your contact details anymore as they will be filled in automatically. All you have to do is to login under your user name. We strongly encourage our customers to get registered.

3.6. Order confirmation

You should receive automatic confirmation of the reception of your order via e-mail within one hour. If the confirmation is not received please contact us.
After your order is processed we will send you the confirmation of your order and from this moment you can expect arrival of your goods.

3.7. Order Modification

In case you would like to make changes in the list of ordered goods, delivery or payment method, please contact us.

3.8. Order Cancellation

The confirmed order can be cancelled via e-mail or via phone. It is necessary to know the order number and the name of the customer.
The order that was already processed and shipped cannot be cancelled. In this case you can use your right to return the undamaged and unused goods within 14 days from delivery. After the returned goods is received we will immediately return your money.

4. Payment

4.1. Pricing

All prices are VAT included and are guaranteed at the moment of the order placement. The temporary Action prices are valid till the products are out of stock unless stated differently.

4.2. What are my payment options

Bank wire transfer
The contact details for the Bank wire transfer are following:

Bank:
Ceskoslovenska obchodna banka, a.s.
Michalska 18
815 63 Bratislava
Slovak Republic

Swift Code: CEKOSKBX
IBAN: SK2475000000004006587912

Account holder:
Anturion s.r.o.
Hulinska 2029
767 01 Kromeriz

Variable symbol: please enter the variable symbol – the number of your Order for identification purposes.
International buyers paying via foreign bank account please check the option where all related costs are paid by sender.

Payment with the card (payment in advance)
After you select your card type you will be redirected to the interface of your partner bank: Česká spořitelna where you will be asked to fill in you card details: your card number, expiry date and CVV2/CVC2 code – which are the last three digits on the signature stripe on your card.

Payment via coupon/discount coupon
The goods can be paid or partially paid via coupon (discount coupon). The coupon number should be entered into the particular field in the Shopping cart. After you click on the “Use coupon” button the value of the coupon will be deducted from the goods price.

5. Shipping

5.1. Expedition

Most of the product we keep in stock in the amount that enable us to solve your orders swiftly. In case some of the products are sold out we will contact you immediately to discuss possible solutions.

Orders paid by Bank wire transfer are always shipped after your payment is received. This can take up to 5 working days. Please keep this on your mind when placing your order.

5.2. Shipping and delivery time to Slowakia

We send the shipments via the Czech Post - Express Business Parcel. Parcels are delivered within 2-4 working days. In case you are not reached at the moment of delivery the Post will leave notification. With this notification you can collect your parcel at the post office stated on the notification.
The shipment costs is dependent on the weight of the shipment and ranges from 327,- up to 476,- CZK / shipment. The shipment costs are automatically calculated by our system and you know the costs before the order confirmation.
Attention! We do not recommend shipment of the balls abroad due to higher risk of damage of the shipment.

5.3. Shipping and delivery time to EU

We send shipments via the GLS parcel services. Parcels are delivered within 3-6 working days. In case you are not reached at the moment of delivery the GLS will leave notification. The shipment costs is dependent on the weight of the shipment and costumer’s location. The shipment costs are automatically calculated by our system and you know the costs before the order confirmation.

All bigger shipments are being shipped via carrier companies. You will be notified about the price and the delivery terms in advance.

5.4. May I track my shipment?

All registered customers can track their orders via My Account service after login. In case your order has not been processed you can track it under My Orders bookmark. There you will find the status of your order.
Once your order is processed you can find the shipment tracking number in order details. This number enables you to track your shipment on the web pages of carrier companies.
The GLSt: http://www.gls-group.eu

5.5. Delivery issues

My shipment did not arrive
In case you have not received your delivery please verify the most common reasons to solve the problem:

      •    You accidentally inserted wrong delivery address – please correct your contact details in My Account bookmark and inform us about the problem so that we can resend you your order.
      •    The carrier company did not leave the notification about the delivery in your post box or it got lost – please contact your carrier company.
      •    Your shipment was damaged on its way and was returned – in this case we will inform you immediately and will solve the complaint with carrier company.
      •    Your shipment got lost by the carrier. Please inform us about the accident and we will solve the complaint with carrier company and will keep you informed.

The goods arrived damaged
In case the shipment was damaged it is necessary to initiate the complaint with the carrier. More information can be found here.

The shipment arrived damaged
We always hand over the goods and the parcel in perfect conditions. In case the packing was damaged and in case also the product inside the packing were damaged it is necessary to initiate the complain with the carrier.
More information can be found here.

5.6. Transportation documents

Every shipment is accompanied with documents related to your order. We always enclose your invoice which you should keep for complaint purposes. The invoice serves for both – tax purposes and for guarantee purposes. With certain products there can be and independent guarantee list enclosed from the producer.

6. Warranty & Returns

6.1. Money back guarantee

We provide the money back guarantee of 14 days where you could return the goods you ordered without specifying reason. In case you realise you do not want the goods anymore you can send it back and we will return you your money via bank wire transfer of postal order within 30 days.

Money back guarantees conditions:
       1.    The goods must be returned in original packaging so that it can be offered to other customers.
       2.    The goods must be shipped back to us within 14 days from reception.
       3.    Only money for goods will be returned, we cannot return the shipping and packaging cost. In special cases the payment back can be deducted by the costs related to the withdrawal of the contract. (see next paragraph)
       4.    The returned goods can only be shipped via common post. Shipments COD will not be accepted.
       5.    Any audio or video products can only be accepted if the original packaging is not damaged.

       6.2.    The warranty on goods

All goods we sale is covered by suitable warranty and often also shipped with Warranty certificate. Where certificate from manufacturer is not included the standard Waranty period is applied.
The Warranty cannot be applied where the defect was caused by:
       -    improper use of product
       -    mechanical damage or wear out
       -    natural disaster (water, fire, lightning, etc.)
       -    other external causes (power instability, power overstrain etc.)

The warranty does not apply to the parts that are predisposed to wear (o-rings, seals, springs, etc.)

6.3. Warranty period

The Warranty Period is usually 24 months apart from the Goods of consumption character and starts at the moment when the goods are received by the customer.

6.4. Complaints

Where legitimate complaint is applied within the Warranty period all defects will be removed free of charge. The defect is solved according to the goods type as replacement of the goods, partial replacement of the defected part or it can be repaired in the service centre.

6.5. How and where to apply the Complaint

In case the Buyer discovers the defect on the Goods the Goods must be sent to the Seller without undue delay. The related transportation costs are to be paid by the Buyer and in case the Complaint is found as appropriate the Buyer can claim the transportation costs. The repaired or replaced Goods will be sent back at our costs. Complaint must be solved within 30 days.
Attention! The Goods should never be sent as COD – it will not be accepted.

6.6. Complaint of the Carrier services

The goods is being delivered via the Carrier Services – our contract partners. In case the shipment is damaged please follow these instructions:

       1.    Always inspect the shipment in front of the Carrier employee.
       2.    In case the packaging is damaged (squeezed, ripped, wet, etc.) ask the carrier to elaborate the protocol describing the damage.
       3.    Do not accept the argument that the packaging was not sufficient.

In case you experience problems with the Carrier Service please do contact us on info@paintball-shop.eu under the subject: Complaint on the carrier services. We would appreciate if you could describe the problem, enter your contact details, the number of the shipment and the number of the invoice. We will solve your Complaint with the Carrier and will keep you informed.

7. Discount coupons

7.1. How do I get a Coupon

The Coupons can be obtained at the occasions of the Promo actions or more often as the remuneration for your Orders. There is no automatic claim to get the Coupon. The more Orders you make and the higher value of the Orders you make the higher is the remuneration.

7.2. How do I use my Coupon

Each Coupon has its unique identification number. In case you are the Coupon holder and would like to use it the Coupon Code must be entered into the appropriate field in the Shopping Cart and the Coupon value will be automatically deducted from the value of the Order.
The Coupon can be used only once.
The Coupon can be used only in one Order. If the value of the Order is lower than the Coupon Value the unused amount expires.

7.3. Possible problems with Coupons

The most common problems with Coupon use are:

   -    the Coupon was already used and cannot be used again
       -    the Coupon has already expired
       -    the Coupon CODE was not entered correctly, please try it again
In case the problems persist please contact us via info@paintball-shop.eu

8.    Protection of Personal Data

Only the essential information that enables us to safely deliver the goods, to verify the orders and to issue the invoice are required. These information are treated as confident and we do not provide them to third parties. The Anturion s.r.o. company is registered at the Data Protection Authority under the registration number 00021398/001.

9. Dealer sales & Club program

Our business partners with registration can receive wholesale prices. Provide us with the copies of your documents and make your registration into our system. We will contact you and provide you with the wholesale pricelist.

We also provide discount program to the paintball clubs or playfields. Depends on your turnover (value of your orders) we will offer you appropriate discount category.