At Pro Hockey Shop, we stand behind our gear like a defenseman protecting the net. If your purchase doesn’t meet your expectations, we’ll make it right with our straightforward returns and exchanges policy.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all tags attached
  • Original packaging must be intact (no tape directly on product boxes)
  • Request must be initiated within 15 days of delivery
  • Proof of purchase required (order number or receipt)

Important Note:

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

  • Hockey Goalie Masks (due to customization and hygiene)
  • Hockey Player Protective Equipment that shows signs of use
  • Any item marked as “Final Sale”

2. Step-by-Step Return Process

Step 1: Initiate Your Request

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

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

Step 2: Receive Authorization

Within 24 hours (faster than a power play!), we’ll email you:

  • Return authorization number (RMA)
  • Shipping instructions
  • Prepaid return label (for defective items only)

Step 3: Package and Ship

Securely pack your item(s) using the original packaging. Include:

  • Completed return form (we’ll provide)
  • Copy of your invoice
  • RMA number clearly visible on the outside

Step 4: Processing

Once received at our Virginia Beach facility, we’ll inspect your return within 3 business days and notify you via email about the status.

3. Refund Timeline & Methods

Approved refunds will be processed within 5 business days after we receive and inspect your return. The refund will be issued to your original payment method:

  • Credit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
  • PayPal: Typically within 24 hours

Note: Shipping costs are non-refundable unless the return is due to our error.

4. Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. Clearly indicate the replacement item(s) you want
  3. We’ll ship your new item once the return is processed
  4. You’ll only be charged for price differences (if applicable)

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • You received the wrong item
  • Item arrived damaged or defective
  • We made an error in your order

For international returns (outside U.S.), duties and taxes are non-refundable.

6. Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pro Hockey Shop Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details: Item(s) to return/exchange: – [Product Name] (SKU: [if available]) – Size: [if applicable] – Quantity: Reason for return/exchange: [Please specify – wrong size, defective, etc.] For exchanges, I would like: – [Product Name] – Size: [if applicable] – Color: [if applicable] Please let me know the next steps. I’ve reviewed the return policy on your website and confirm the items meet the return conditions. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

7. Damaged or Defective Items

If your hockey gear arrived damaged or defective:

  1. Contact us within 48 hours of delivery
  2. Include photos of the damage/defect
  3. We’ll arrange for a prepaid return label
  4. Receive a replacement or full refund

Need Help?

Our customer service team skates hard for you! Contact us at:

Email: [email protected]
Address: Pro Hockey Shop, 39 Jefferson Street, Virginia Beach, US 23456

We typically respond faster than a breakaway – within 24 hours during business days.