Our goal is to offer the best customer service possible. This includes having your back on warranty issues because we understand how frustrating it can be if a product doesn’t hold up its end of the deal. In the unlikely event that you ever have a problem with anything that you’ve purchased from us we’ll always do our best find a way to fix the issue.

Let us know if we can help in any way!
teamsales@thehockeyshop.com

General Guidelines:
- All warranties begin from the original purchase date.
- If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it if a repair
isn’t possible. 
- If the exact style is not available for replacement, a product of equal value and style will be provided.

Orders that contain stock team products only

As soon as the order is placed, our team will begin working to get your order shipped out. It is common for stock orders to be shipped within 1-2 days of your being placed. 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.

Custom association orders

The timeline for team orders will vary by order.  Please check your order confirmation or email teamsales@thehockeyshop.com for more details. 

Undeliverable Shipments

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.

Order Issues

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.  Please email teamsales@thehockeyshop.com or contact our Team Sales department at 604-589-8299.

Order Delivery

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.