Refund policy
HOCKEY LOVE RETURN + EXCHANGE POLICY
We know buying online can be as arduous as skating without your laces tightened and tied - so we’ve made our return and exchange process as easy as possible.
We gladly offer returns or exchanges on eligible products within 30 days of the ship date. If the item(s) were shipped outside of your continent of residence, this window is extended to 45 days to allow grace for any shipping delays from abroad.
After 30 / 45 days, we will no longer accept returns or exchanges of any kind.
Items that are eligible for return or exchange must be free of any damage.
Clothing items must not be worn or washed. Washing clothing items will void the return + exchange policy and we will no longer be able to accept the clothing item(s) as part of a return or exchange.
Sale items can be returned for store credit. No refunds to the original form of payment will be made for sale items.
All products marked as final sale are not eligible for return or exchange.
While we will gladly refund you for your returned item(s) including the portion of the shipping cost of that item(s) — PLEASE NOTE that there is a $5 administration fee for returned item(s) totalling less than $50, a $10 administration fee for returned item(s) totalling between $50-$100, and a $15 administration fee for returned item(s) totalling over $100, that will be deducted from your overall refund. We apologize for this inconvenience, it reflects what we ourselves are charged for processing the return.
PLEASE NOTE that you will be responsible for the cost of postage for your return / exchange. As stated above, the original shipping cost applied to the portion of your order that you would like to return/exchange will be part of your refund, and as such, will help offset the return shipping cost.
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RETURN INSTRUCTIONS
1. Shoot us an email at hello@hockeylove.net and include your order number and the name and email address associated with the order, and also which item(s) you’re looking to return and why.
2 . We will email you back with apologies (the stereotype is true that us Canadians are apt to say sorry, like, a lot ☺) and a return address for the warehouse closest to you to help reduce your return shipping costs.
3. Place your item(s) you would like to return in a secure bag, box, or envelope (depending on the item) along with the packing slip. Please pack with care, like you’re mailing a Wayne Gretzky rookie card. Hockey Love reserves the right to refuse any item(s) returned for refund or exchange that upon receipt are not in a re-sellable state.
4. Drop off your return package to your nearest post office or shipping provider and send it on it’s way back to us.
Once we have received confirmation from the warehouse that your return was successfully received we will process your return payment within 24 business hours.
Refunds can only be processed back to the original payment method.
EXCHANGE INSTRUCTIONS
Same as above, except let us know that your return is part of an exchange and what item(s) you would like to exchange for.
While your return is under way, please place a new order for the item(s) you would like as part of your exchange. If you would like to wait until you have received your refund before placing a new order, not a problem, let us know! We will be sure to keep you updated on the progress of the returned item being successfully received on our end and when we are about to process your return.
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HOLIDAY RETURN + EXCHANGE POLICY
For purchases between November 1st 2024 to December 24th 2024
For the holiday rush and gift-giving season, you have until January 15th 2025 to return or exchange items purchased during this period (January 30th 2025 if the item(s) were shipped outside of your continent of residence).
After Jan 15th / Jan 30th, we won’t be able to offer returns or exchanges of any kind.
NEED TO RETURN or EXCHANGE A HOCKEY LOVE GIFT YOU RECEIVED?
If you have received merchandise as a gift, you are eligible for store credit or an exchange of equal value within 30 days of the ship date.
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DID YOU RECEIVE A DAMAGED ITEM?
If you’ve received an item in a damaged state caused by a manufacturer defect or a gongshow of a delivery, please contact us at hello@hockeylove.net within 5 days of receiving the package and we can help!
For manufacturer defect : Please be sure to include your order number and images of the defect and a description so we can follow up with our suppliers and pursue a solution for you. Please note that washing any clothing items will void the return policy and the damage policy and we can no longer accept the return.
For poor delivery : Please be sure to include your order number and images of the packaging and signs of mishandling or rough treatment during transit. Note any visible damage or signs of improper handling. We will notify the post / shipping carrier and seek a resolution for you.
LOST or DELAYED PACKAGE?
All orders come with carrier tracking numbers. If a package is deemed delivered and you have not received it, please email us at hello@hockeylove.net. We will open an investigation with the post / shipping carrier and follow up.
Please note that we are not responsible for any lost or missing packages, but we will happily launch an investigation with the respective shipping carrier on your behalf.
Before getting in touch with us, please check your shipping confirmation email for any mistakes in the delivery address. If the shipping information is correct, check in with your local post office to see if they have your package, especially if you sent your order to a PO Box, and stop by your neighbours in case the courier left the package with them accidentally.
During peak holiday seasons and the depths of unpredictable winter weather, delivery of packages can be subject to a delay outside of our control. The most up-to-date information will be available with your tracking number. We are not responsible for delays that are beyond our control once the package has left one of the warehouses.
We do not offer refunds for delayed packages. Please note the estimated shipping times in each product description and add a few extra business days just in case for packages you would like to receive in time for an event or celebration.
Please note that we do not offer refunds for packages deemed delivered via tracking. For lost packages we will offer a replacement package after the carrier investigation is complete and the investigation confirms your package is deemed missing. Please note that these investigations when opened can take up to 14 business days to be rectified.
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Have a Question?
We’re here for you teammate! Shoot us an email at hello@hockeylove.net
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