At HockeyPro Hub, we understand that hockey players demand precision both on the ice and when shopping for gear. While we strive to deliver perfect passes (and perfect products) every time, we know sometimes a return or exchange is necessary. This policy outlines our straightforward process to get you back in the game quickly.

Our Return Policy

You may return most items within 15 days of receiving your order for a full refund or exchange. All returned items must be:

  • In original, unused condition
  • With all original tags and packaging
  • Accompanied by proof of purchase

Non-Returnable Items

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

  • Face Masks (due to hygiene concerns)
  • Boxing Gloves (personal protective equipment)
  • Base Layer clothing (intimate apparel)
  • Equipment Cleaners (chemical products)
  • Any personalized or custom-ordered items

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Team

Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include:

  • Your order number
  • The item(s) you wish to return/exchange
  • The reason for return/exchange
  • Whether you prefer a refund or exchange

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear HockeyPro Hub Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item(s) for return/exchange: [Product Name(s), Size/Color if applicable] Reason: [Brief explanation] Preference: [Refund to original payment method / Exchange for (specify product)]
Please advise on next steps.

Thank you,
[Your Full Name] [Your Contact Information]

Step 2: Receive Your Return Authorization

Within 1-2 business days, we’ll email you:

  • A Return Merchandise Authorization (RMA) number
  • Detailed return instructions
  • The return shipping address

Note: Returns sent without an RMA number may experience processing delays.

Step 3: Package and Ship Your Return

Securely package your return including:

  • The item in its original condition
  • All original packaging and tags
  • A copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days after we receive your return. The refund will be issued to your original payment method.
  • Exchanges: Processed within 1-2 business days after we receive your return. You’ll receive a shipment confirmation email with tracking information.

Refund Timeline Details

Credit/Debit Cards: 3-5 business days after processing (additional time may be required by your bank)

PayPal: 3-5 business days after processing

Original Shipping Costs: Non-refundable unless the return is due to our error

Exchange Policy

We’re happy to exchange items for a different size, color, or product of equal value. If the new item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item (we aim for 100% accuracy but sometimes pucks bounce the wrong way):

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged/defective item and packaging
  3. We’ll arrange for a replacement or refund and provide a prepaid return label if needed

International Returns

For customers outside the U.S.:

  • You’re responsible for return shipping costs and any customs fees
  • Refunds will be issued in U.S. dollars; exchange rates may affect the final amount
  • Processing may take additional time for international shipments

Need Help?

Our customer service team (many of whom are hockey players themselves) is here to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Phone: (during business hours 9am-5pm PST)
Address: HockeyPro Hub, 4147 Hill Croft Farm Road, Sacramento, US 95814

“We handle your returns with the same speed and precision as a breakaway pass.” – The HockeyPro Hub Team