Returns & Exchanges

Our Return & Exchange Promise

Just as a well-fitted piece of equipment enhances your game, a seamless return process should be straightforward and reliable. We’ve designed our policy with our global community of players, goalies, coaches, and teams in mind—offering clarity, fairness, and speed. Whether you’ve chosen a Bauer stick, CCM gloves, or goalie catchers, if it doesn’t meet your expectations, we’re here to help.

Key Points:

• ✅ 15-Day Window: Returns or exchanges must be requested within 15 days of receiving your order.
• ✅ Condition Requirement: Items must be unused, in original packaging, with all tags and accessories.
• ✅ Free Returns for Defective Items: We cover return shipping for damaged or incorrect items.
• ✅ Global Coverage: Available to all customers in our served regions (North America, Europe, most of Asia).

Step-by-Step Return & Exchange Process

Think of this as a three-period play: simple, direct, and effective.

Period 1: Initiate Your Request (Within 15 Days)

1. Contact Our Team: Email [email protected] with your order number and reason for return/exchange. Use the template below to ensure we have all needed details.
2. Receive Instructions: Our customer support team (fellow hockey enthusiasts!) will reply within 24–48 hours with a Return Merchandise Authorization (RMA) number and prepaid return label if applicable.
3. Package Your Gear: Securely repack the item(s) in the original box or a sturdy alternative. Include all parts, manuals, and tags. Attach the provided RMA label clearly on the outside.

Period 2: Ship It Back

1. Choose Your Carrier:
   • For defective/wrong items: Use the prepaid label provided (DHL/FedEx).
   • For change-of-mind returns: You may use any reliable carrier. We recommend DHL, FedEx, or EMS for traceability.
2. Ship to Our Hub: Send your package to our Austin logistics center:
   Hockey Equipage Store Returns
   3987 Sundown Lane
   Austin, TX 78758
   USA
3. Keep Your Tracking: Retain the shipping receipt and tracking number for your records.

Period 3: Completion & Refund/Exchange

1. Inspection: Our team inspects the returned gear upon arrival (typically 3–5 business days after delivery).
2. Notification: We’ll email you once the inspection is complete.
3. Resolution:
   • Refund: Issued to your original payment method (Visa, MasterCard, JCB, PayPal) within 5–10 business days after approval.
   • Exchange: Your replacement item ships within 1–2 business days after approval, with the same shipping options (Standard or Free Shipping over $50).

Return Request Email Template

Copy and paste the template below into an email to [email protected] to expedite your request.

Refund Timeline & Method

We process refunds with the speed of a breakaway—efficient and direct.

• Timeline: Refunds are initiated within 5–10 business days after we receive and approve your return. The time for the funds to appear in your account depends on your financial institution (typically 3–10 additional business days).
• Method: All refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). Store credit is available upon request.
• Shipping Costs: Original shipping fees are non-refundable for change-of-mind returns. For defective/incorrect items, we refund the full amount including original shipping.

Non-Returnable Items

To ensure safety and hygiene for our entire hockey community, certain items cannot be returned or exchanged unless defective. Based on our product range and industry standards, the following are final sale:

Exchange-Only Items

Some gear can only be exchanged for size or style, not refunded, due to their specialized nature:

• Elbow Pads, Gloves, Goalie Blockers/Catchers, Goalie Chest Protectors: Exchange for correct size within 15 days, provided they are unused and tags attached.