At Hockey Stick Market, we’re committed to your complete satisfaction, just as we’re committed to providing top-quality gear for every player—from our Junior/Youth beginners to Pro Stock seekers and specialized Full Right Goalies. We understand that sometimes gear needs to be returned or exchanged, and we’ve made the process straightforward and player-focused.

Our policy is designed with our global hockey family in mind, ensuring fairness, clarity, and respect for both you and the products we carefully curate.

🏒 Quick Policy Summary

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, with all tags attached.
  • Process: Contact us first at [email protected] to initiate a return.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal).
  • Refund Timeline: 5-10 business days after we receive and inspect the returned item.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following criteria:

  • You contact us within 15 days of receiving your shipment.
  • The item is in its original, saleable condition: unused, unwashed, and undamaged.
  • All original packaging, tags, and protective covers (e.g., for Gloves, Helmets, Pads) are intact.
  • A valid proof of purchase (order number) is provided.

⚠️ Non-Returnable Items

For health, safety, and hygiene reasons, the following product categories are FINAL SALE and cannot be returned or exchanged:

  • Helmets (Due to safety certification and hygiene concerns)
  • Mouthguards or any other personal protective gear categorized under “Accessories” that is worn directly on the body.
  • Customized or Pro Stock gear ordered to specific, non-standard specifications.
  • Any item where the original packaging has been opened or damaged in a way that prevents resale.

This policy is in place to protect all members of our hockey community and ensure the highest standards of safety and quality.

2. Step-by-Step Return/Exchange Process

  1. Initiate Your Request: Email our team at [email protected] within 15 days of receipt. Use the template below to ensure we have all necessary information.
  2. Receive Instructions: We will reply within 1-2 business days with a Return Merchandise Authorization (RMA) number and the return shipping address (our warehouse in Alexandra, CA). Do not ship items back without an RMA number.
  3. Pack Your Item: Securely repackage the item in its original packaging, including all accessories and tags. Include a copy of your order confirmation or the RMA email inside the box.
  4. Ship the Package: Ship the item to the address provided. We recommend using a trackable and insured service (like DHL, FedEx, or EMS). The cost of return shipping is your responsibility, except in cases of our error or defective products.
  5. Inspection & Processing: Once received, our gear specialists will inspect the item (typically within 3-5 business days). We will notify you via email about the status of your refund or exchange.

3. Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Hockey Stick Market Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Product Name: [e.g., Pro Blackout™ Stick, Intermediate Gloves, Full Goalie Set] Size/Model: [e.g., Junior, Full Right, etc.] Reason for Return/Exchange: [e.g., Incorrect size, change of mind, product defect] I confirm the item is unused and in its original packaging with all tags attached. Please provide the next steps and your return address. My shipping address for any exchange or refund is: [Your Full Name] [Your Street Address] [City, Province/State, Postal Code] [Country] Thank you, [Your Name]

4. Refunds, Credits & Exchanges

Refunds

  • Timing: Once your return is approved, we will process your refund within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment provider’s policies.
  • Method: Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). We do not offer refunds via cash or cheque.
  • Amount: You will be refunded the full product price. Original shipping fees (Standard or Free Shipping via EMS) are non-refundable.

Exchanges

Need a different size in Pants or a different model of Gloves?

  • Exchanges are subject to product availability. We will notify you if your desired item is in stock.
  • Once we receive your return, we will ship the replacement item using your preferred shipping method. You will be responsible for any price difference and additional shipping costs.

📦 Important Notes on Shipping

International Returns (Outside Canada): As we serve the global hockey family, you are responsible for any customs duties, taxes, or brokerage fees associated with returning the item. We cannot mark returned goods as “gifts” or with a reduced value. Please declare the item as “Returned Goods” with its original value.

Damaged or Incorrect Items: If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected]. We will cover the return shipping costs and expedite a replacement or refund.

5. Our Commitment to You

Just as we are dedicated to protecting your privacy and providing reliable gear, we are committed to a fair and transparent returns process. Our goal is to ensure you are confident in every purchase, from Click to Rink.

If you have any questions about this policy, your specific order, or need help choosing the right gear (Junior vs. Intermediate, Full Right specifics), our player-support team is here to help.

Contact Our Gear Support Team

Hockey Stick Market
2969 Pownal Road, Alexandra, CA C1B 0M4
Email: [email protected]
We aim to respond to all return inquiries within 1-2 business days.