At Hockey Stick Market, we serve the global hockey family—from Junior/Youth beginners to Pro Stock seekers and specialized Full Right Goalies. Our shipping and returns are designed to be as straightforward and player-focused as our gear. Whether you’re gearing up for practice or the big game, we’re here to ensure your experience from Click to Rink is seamless.

đźšš Shipping Information

We ship worldwide (excluding some remote regions in Asia and other areas). Our goal is to get your gear to you reliably and efficiently.

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking details once your order ships.

Shipping Methods & Delivery Times

Option 1: Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95 CAD
  • Delivery Time: 10-15 business days after shipment.
  • Ideal for faster, trackable delivery.

Option 2: Free Shipping

  • Carrier: EMS
  • Cost: FREE on orders over $50 CAD.
  • Delivery Time: 15-25 business days after shipment.
  • A great economical choice for our global community.

Please note: Delivery times are estimates and may vary due to customs processing, especially for international orders. You are responsible for any applicable customs duties or taxes upon delivery.

🔄 Returns & Exchanges

Your satisfaction is our priority. Our return policy is built on fairness, clarity, and respect for both you and the high-quality gear we 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: Issued to the original payment method (Visa, MasterCard, JCB, PayPal).
  • Refund Timeline: 5-10 business days after we receive and inspect the 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, your item must meet all 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 (especially for Gloves, Helmets, Pads) are intact.
  • You provide a valid proof of purchase (order number).

⚠️ Non-Returnable Items (FINAL SALE)

For the health, safety, and hygiene of our entire hockey community, the following cannot be returned or exchanged:

  • Helmets (due to safety certification and hygiene concerns).
  • Mouthguards or any personal protective gear under “Accessories” worn directly on the body.
  • Customized or Pro Stock gear made to specific, non-standard specifications.
  • Any item where the original packaging has been opened or damaged, preventing resale.

This policy ensures the highest standards of safety and quality for every player.

2. Step-by-Step Return/Exchange Process

  1. Initiate Your Request: Email us at [email protected] within 15 days of receipt. Use the template below for clarity.
  2. Receive Instructions: We’ll reply within 1-2 business days with a Return Merchandise Authorization (RMA) number and our warehouse address in Alexandra, CA. Do not ship without an RMA.
  3. Pack Your Item: Securely repackage the item in its original packaging with all accessories and tags. Include a copy of your order confirmation or RMA email inside the box.
  4. Ship the Package: Ship to the address provided. We recommend using a trackable and insured service (DHL, FedEx, EMS). Return shipping costs are your responsibility unless we made an error.
  5. Inspection & Processing: Our gear specialists will inspect the item within 3-5 business days of receipt. We will email you with the status of your refund or exchange.

3. Return/Exchange Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
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 approved, we process your refund within 5-10 business days. The time it appears in your account depends on your payment provider.
  • Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal). No cash or cheque refunds.
  • Amount: You receive a refund for the full product price. Original shipping fees are non-refundable.

Exchanges: Need a different size in Pants or a new model of Gloves? Exchanges are subject to stock availability. We’ll notify you and ship the replacement using your preferred method. You are responsible for any price difference and additional shipping costs.

📦 Important Notes on Shipping

International Returns (Outside Canada): You are responsible for any customs duties, taxes, or fees when returning an item. Please declare the item as “Returned Goods” with its original value.

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

🤝 Our Commitment to You

Just as we’re dedicated to providing top-quality gear for every player—from Junior to Intermediate, and specialized Full Right Goalies—we are committed to a fair, transparent, and player-focused shipping and returns process. We want you to be confident in every purchase.

Contact Our Gear Support Team

Hockey Stick Market
2969 Pownal Road, Alexandra, CA C1B 0M4
Email: [email protected]

We aim to respond to all inquiries within 1-2 business days.