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:\n
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.
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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:

Provide the employee with your last name.
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.

\n","refundPolicy",{"_233":237,"_18":129},"

Returns Policy Overview

We accept returns on non-personalized items within 30 days of receiving your order. To qualify for a return, the items must meet one of the following conditions:

The item is incorrect.
The item arrived damaged.

Please note: Items with personalization cannot be returned under any circumstances.

Starting the Return Process

To begin, email us at teamsales@thehockeyshop.com with the following information:

A description of the issue (damaged or incorrect).
Supporting images of the item(s).

Return Methods

Shipped Orders: If your order was shipped, we will provide a return shipping label via email.
In-Store Pickups: If your order was picked up in-store, you may return the items by bringing them back to the store.
Unable to Return In-Store: If you cannot return the items in person, we can send you a return shipping label. However, this may result in a shipping fee.

Refund or Replacement Options

Once we receive and inspect your returned item(s), you will have two options:

A refund issued to the original payment method.
A replacement item created for you.

Exchanges Policy

We are able to offer exchanges - Although, each item is created specifically for your order so there may be a wait time to have your item exchanged. It's always best to come in and try on items before purchasing.

Cancellations Policy

Orders may be cancelled within two weeks of the placement date. After this period, orders will have entered the production queue, and no further adjustments or cancellations can be made.

If you have any questions about the information above please feel free to reach out to us via email at

teamsales@thehockeyshop.com

and we would be happy to help.

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Surrey Minor New Era Pom Pom Toque

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