Shipping Policy

Shipping Policy

We strive to make the shipping process smooth and efficient for all team orders. Please read the following guidelines carefully:

Special Shipping Notes or Requests

If you have any special shipping instructions or custom requests, place your order first and then send an email with your follow-up details to teamsales@thehockeyshop.com.

Order Confirmation

• Once your order is placed, you will receive a confirmation email with an Order Number. Please keep this Order Number handy for any questions or updates about your order.
• If you do not receive an order confirmation email, contact us immediately. We’ll check for typos in the email address or verify if the purchase was completed.

Order Timeline

The timeline for team orders varies depending on the specifics of your order and how busy the store is at the time of placement. For more details about your order timeline:

• Refer to your order confirmation email.
• Check the Online Order Information tab located at the top of each store page for the estimated time of completion.
• Contact us at teamsales@thehockeyshop.com for further assistance.

Shipping and Delivery Details

• Orders are delivered Monday through Friday by our shipping partners.
• Keep an eye out for delivery confirmation emails and track your shipment using the provided tracking link.
• If the delivery driver takes your package to a depot, they should notify you. Please pick up your package promptly to avoid it being returned to us.

Important Notes:

• Delivery drivers determine whether to leave the package at your door or take it to a depot. This is beyond our control. If you’re unavailable during the week, consider shipping your package to a workplace or alternate address.
• If you receive an order confirmation but your package is not by your door:
  1. Check the surrounding area and with your neighbors, as drivers often hide packages for security or mistakenly deliver them to the wrong address.
  2. If you’re still unable to locate your package, contact us immediately, and we’ll open a tracking case with the courier to resolve the issue.

Contact Information

For any issues or questions regarding your order, please contact our Team Sales department:

• Email: teamsales@thehockeyshop.com
• Phone: 604-589-8299

We’re here to ensure any issues are addressed promptly and that your order arrives as expected.

In-Store Pickup Policy

Order Ready Notification

When your order is ready for pickup, you will receive an email notification. Please aim to pick up your order as soon as possible to ensure a smooth process.

If you receive the pickup notification but are unable to pick up your order promptly, please email us at teamsales@thehockeyshop.com so we can hold your order in the back until you are able to collect it.

If the order is not picked up within one month and we have not received any updates from you, you will receive a phone call reminding you to collect your items. If the order remains unclaimed for an additional two weeks, we will cancel the order and return the items to stock for sale.

Pickup Location

Orders will be available at the front order pickup desk, located beside the tills in the store.

Pickup Process

To collect your order:

1. Provide the employee with your last name.
2. Let them know it is an online team store order.

If you have any questions or concerns, please reach out to us at teamsales@thehockeyshop.com or call us at 604-589-8299.