PLACING AN ORDER
Our website is always open. Orders can be placed 24/7/365. Add everything you need to your bag and head to checkout. If you have any special shipping notes or custom requests, simply add a comment to your order for our customer service team. You will receive an order confirmation email as soon as the order is placed with a unique Order ID. Keep this Order ID handy for any questions relating to the order.
If you fail to receive an order confirmation email, let us know and we can check to see if the email address has a typo, or if the purchase was not completed. If you have any issues at checkout, contact our customer service team and we can help you complete the order.
If you’re having trouble with paying with your credit card, reach out to your banking institution. Larger orders or international purchases are sometimes flagged as they may vary from your common purchasing habits. A quick call will resolve this issue.
OUR BEST PRICE PROMISE
We work hard to offer competitive pricing but if you find an item available at a lower advertised price by any of our competitors, we will gladly match that price. The item must be identical and in stock. Prices from foreign websites will need to be converted to CAD before any price adjustment is calculated. If you’re not sure, send our customer service team an email and we’ll investigate.
If for any reason you find your purchased item advertised at a lower price within 30 days of purchase, we will gladly refund you the difference. The refund will be processed using the same method that the original purchase was made.
Willing and able to visit us in person? Feel free to purchase your items online and collect them in store. When your order is ready, we’ll send you an email to confirm. The item(s) will be held for you on our customer hold shelf.
FREE SHIPPING OVER $100
Orders delivered within Canada and the United States with a cart subtotal over $100 should see the free ground shipping option at checkout. Please reach out to us if you're not seeing this free shipping option. There are some exceptions with regards to sending larger items to rural locations. We're not able to offer free shipping to international customers.
Please keep in mind that delivery estimates are indeed only estimates. These estimates are provided by our shipping partners directly. If you have a time sensitive order, please account for a few extra days if shipped via Ground or Economy. Delays can occur for a variety of reasons and are beyond our control once the package has entered the mail stream.
Express shipments are guaranteed by shipping companies. Let us know if the delivery window was missed and we will work to get your shipping charges refunded.
DUTY AND BROKERAGE FEES
Orders placed from outside of Canada may be subject to applicable duties imposed by the customs agency that imports the package. These duties are separate from shipping costs. Couriers that take care of this import process for you may charge a brokerage fee for this service.
Please reach out to your applicable customs agency website for duty information specific to your country.
We do ship internationally. Orders from the US and Canada can be placed directly through the website. If you are located outside the US or Canada, contact our team at firstname.lastname@example.org to begin a new order.
We accept payment via AMEX, Visa, Mastercard, and PayPal. Please make sure to provide your exact billing address and phone number that corresponds with the credit card or PayPal account you are using.
All orders placed via PayPal must be shipped to the confirmed PayPal shipping address. An error in the information submitted may cause a delay in the shipment while we verify the information.
If you’re having trouble with your credit card, reach out to your banking institution. Larger orders or international purchases are sometimes flagged as they could vary from your common purchasing habits. A quick call will resolve this issue.
ORDER CHANGES / CANCELLATIONS
Our goal is to get your order to you as quickly as possible, so if you need to change or cancel an order, let us know right away. If the order has not shipped yet, we will do everything in our power to make it happen.
Even if you have received a shipping confirmation email, there is a chance the package has not left the building, so we may be able to pull it before it hits the mail stream. Once an order hits the mail stream, we cannot make any changes or cancellations.
As soon as the order is placed, our team will begin working to get your order shipped out. It is common for orders to be shipped the same day that your order is placed. We do factor in a 1-day processing lead time for orders placed during the week to be conservative with our delivery estimates. Our shipping partners pick up packages Monday-Friday, so all orders placed on the weekend will be picked up on Monday.
If there is a missing item or delay, we will reach out to you promptly. Once the package is ready to ship, a shipping label will be created, and you will receive a shipping confirmation email. Tracking information can be found in this email as well as the shipping address for the order.
We do have custom boxes for nearly every item we sell, including sticks. Wheeled bags and certain leg pad orders may be shipped in manufacturer boxes due to the size of the items. Occasionally these oversize boxes need to be retrieved from our overstock warehouse. As such, please account for a possible shipping delay.
Orders are delivered Monday-Friday by our shipping partners. All orders over $500.00 will require a signature confirmation at the time of delivery. Orders that do not require signature confirmation may be left at your doorstep or taken to the courier depot if nobody is home to accept the package.
Always keep an eye out for delivery confirmation emails and be sure to keep tabs on the tracking page. The delivery driver should be in contact if the item has been taken to the depot. If your package is taken to the depot, try your best to pick up the package as soon as possible. Packages that are not picked up will be returned to us.
Whether or not the package is left or taken is not under our control and is at the driver’s discretion. If nobody is home during the week, it may be a good idea to ship the package to your workplace.
If you receive an order confirmation, but don’t see the package by your door, please check the surrounding area and speak with your neighbours. Packages are often hidden by drivers to keep them safe, and occasionally, packages are delivered to the wrong residence. Once you have checked for both possibilities, let us know and we will open a tracking case with the courier.
If the package is returned to us by the shipping company, we will reach out to you. The package was likely deemed undeliverable, rejected, or was not picked up at the depot. Undeliverable packages will be processed for a refund minus all shipping costs. Feel free to place another order but take care to ensure the shipping address is correct.
If there are any issues with your order, reach out to our customer service team and they will make sure the issue is fixed as soon as possible. We are always happy to help.
90 DAY RETURN POLICY
We understand it is difficult to determine how a product is going to fit when looking at it on a computer screen or mobile device, because of this we have tried to make our return policy as easy as possible. If you are unsatisfied with your purchase in any way, you can return unused items in new condition within 90 days for a full refund as long as they are return eligible items.
ORDER RETURNS / EXCHANGES
If you need to return an item, first check that the item is eligible under our Return Policy. If the item is eligible for a return, the next step is simple. Package the item(s) to be returned and include an invoice or write your Order ID on the box. Follow the return shipping instructions below to send the item back. Once the item has been returned to us, we will process a refund for you.
If you need to exchange an item for a different product, simply place a new order for the replacement item and follow the steps above to return the original product. This will ensure you receive the replacement as soon as possible. If you don’t mind waiting, we can also arrange an exchange directly for the returned product. Please contact our customer service team or include detailed instructions inside the returned package.
If you need to return or exchange an item - head over to our Returns Portal here:
THE HOCKEY SHOP
10280 CITY PKWY
SURREY, BC V3T 4C2