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Placing an order

Our website is always open. Orders can be placed 24/7/365. Add everything you need to your bag and head to checkout. If you have any special shipping notes or custom requests, simply place your order then send an email with your follow up notes to our teamsales email. You will receive an order confirmation email as soon as the order is placed with a unique Order ID. Keep this Order ID handy for any questions relating to the order.

If you fail to receive an order confirmation email, let us know and we can check to see if the email address has a typo, or if the purchase was not completed. If you have any issues at checkout, contact our customer service team and we can help you complete the order.

If you’re having trouble with paying with your credit card, reach out to your banking institution. Larger orders or international purchases are sometimes flagged as they may vary from your common purchasing habits. A quick call will resolve this issue.

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 us at contact our Team Sales department at teamsales@thehockeyshop.com or phone us 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.

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How to Request a Return

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. To start a return, you can contact us at our teamsales email.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at teamsales@thehockeyshop.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

The following items are not returnable:

Jocks & Jills
Baselayer Bottoms
Boxers & Briefs
Mouth Guards
Used Products
PPE/Fabric Face Masks
Personalized Custom Teamwear

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Return Shipping

While we do our best to help with shipping costs as much as possible, return shipping is currently not something we offer. What we can do is offer you our discounted rates to save you money by using a prepaid shipping label. The cost of the return shipping will be deducted from your refund, once we receive your return. At this time, due to custom import/export rules, we are only able to provide pre-paid return labels for shipments within Canada.

Return Address:

The Hockey Shop
ATTN: Team Sales Returns
20202 66 Ave Building F1
Langley, BC V2Y 1P3
CANADA

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