At Pro Hockey Shop, we deliver hockey gear with the speed of a slapshot and handle returns with the precision of a goalie’s glove save. Whether you’re a player, goalie, or referee, we’ve got your back with clear policies that keep you in the game.

Shipping Information

Order Processing

We hustle harder than a penalty kill unit to process your order within 1-2 business days after payment confirmation.

Shipping Options

Choose the delivery method that suits your game plan:

  • Standard Shipping ($12.95) – Delivered via DHL or FedEx in 10-15 business days after dispatch
  • Free Shipping – Available for orders over $50 via EMS (delivery in 15-25 business days after dispatch)

International Customers Note: We ship globally except to parts of Asia and certain remote regions. International orders may be subject to customs fees and import taxes which are the customer’s responsibility.

Returns & Exchanges

Eligibility Requirements

To qualify for returns/exchanges:

  • Items must be unused, in original 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)

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Hockey Goalie Masks (due to customization and hygiene)
  • Hockey Player Protective Equipment showing signs of use
  • Any items marked “Final Sale”

4-Step Return Process

Step 1: Initiate Your Request

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

  • Your order number
  • Item(s) for return/exchange
  • Reason for return
  • Preference for refund or exchange

Step 2: Receive Authorization

Within 24 hours (faster than a line change!), 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.

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: Original shipping costs are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

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

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.

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.