At Hockey Pro Store, we’re committed to getting your gear to you quickly and making returns as smooth as a fresh sheet of ice. Below you’ll find all the details about our shipping options and return process.

Shipping Information

Order Processing

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

Shipping Methods & Timeframes

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95)
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipping
    • Includes tracking and insurance
  • Free Shipping (Orders over $50)
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipping
    • Includes basic tracking

Note for International Customers: We ship worldwide except to certain remote areas and parts of Asia. Customs fees may apply depending on your country’s regulations.

Returns & Exchanges

We stand behind our gear like a goalie stands in the crease. If your equipment isn’t performing to your standards, we’ll make it right.

Our Return Promise

  • 15-day return window from delivery date
  • Items must be in original, unused condition
  • All original tags and packaging must be included
  • Proof of purchase required

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Base Layer / Jocks & Jills (intimate apparel)
  • Blocker (goalie equipment that makes direct contact with skin)
  • All CLEARANCE items (marked as final sale)

How to Return or Exchange

Step 1: Initiate Your Return

Email our customer service team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you want a refund or exchange

Return Request Template:
Subject: Return Request – Order #[Your Order Number]

Hello Hockey Pro Team,
I would like to initiate a return/exchange for my recent order (#[Your Order Number]).
Item(s) to return: [Product Name(s)]
Reason: [Size issue/Product defect/Other]
Request: [Refund/Exchange for [Product Name & Size]]
Please advise next steps.
Thank you,
[Your Full Name]
[Your Contact Information]

Step 2: Wait for Authorization

Our team will respond within 1 business day with:

  • Return authorization number
  • Shipping instructions
  • Return address (our warehouse in San Jose, CA)

Step 3: Ship Your Return

Package your item securely with all original packaging and include:

  • Return authorization number (clearly visible)
  • Copy of your invoice or order confirmation

Important: Customers are responsible for return shipping costs unless the return is due to our error. For international returns, mark package as “Returned Goods” to avoid customs fees and use a trackable shipping method.

Step 4: Processing Your Return

Once received at our warehouse:

  • Allow 3-5 business days for inspection
  • We’ll email confirmation when processed

Refund Information

Timing:

  • Credit card/PayPal refunds: 3-5 business days after processing
  • Bank transfers: 5-10 business days

Method:

Refunds will be issued to your original payment method.

Please Note:
– Original shipping fees are non-refundable
– International customers may see currency conversion differences in refund amounts
– Original international shipping fees cannot be refunded

Exchanges

For size exchanges:

  • We’ll ship the replacement item once we receive your return
  • Standard shipping rates apply for the new item
  • Expedited shipping available upon request

Urgent Tournament Needs? If you need equipment for an upcoming game and are requesting an exchange, include “URGENT” in your email subject line. Our team will prioritize your request and may offer expedited solutions.

Damaged or Defective Items

If your gear arrives damaged or defective:

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect
  • We’ll arrange a prepaid return label if needed
  • Receive priority processing for replacement or refund

Need Help?

Our customer service team is ready to assist:

  • Email: [email protected]
  • Mail: Hockey Pro Store, 1689 Wolf Pen Road, San Jose, CA 95134 USA

Last Updated: [Insert Date]