We care about your order almost as much as you do, that is why we will email you every step of the way so your new stick makes it to your door as quickly as possible.
- The first e-mail indicates that your order has been received. This assures you that we are aware you have placed an order and that the order is in the processing queue.
- The second e-mail indicates that your order has been processed. This tells you that we have matched up merchandise with your order. In the unusual case that an item is backordered because we are awaiting merchandise from the manufacturer, we will email you and let you know the expected date of availability.
- Finally, you will receive a third e-mail confirming that your order has shipped. This e-mail contains a link that will take you directly to the carrier's website for the purpose of tracking your shipment.
Most orders will be shipped complete within 24 hours, frequently on the same business day the order was placed. Please note that carriers do not ordinarily pick up or deliver on Saturdays or Sundays, though we will still be here working to get your order to you as quickly as possible.
You can always check your order status on-line by going to My Account and clicking on "View Order."
Backordered: Backordered items are only temporarily out of stock. We will notify you via email of any backordered items in your order with an estimated date of their arrival back in stock. As soon as they arrive, we will ship any backordered items via ground shipping with no additional shipping and handling fees. You will not be charged for these items until we send them out. The rest of your order will be shipped and charged as usual.
No Longer Available: If the item you ordered is no longer available, this means we will not have it back in stock in the foreseeable future, usually because the manufacturer no longer makes it. We will notify you if any part of your order is or becomes no longer available. If this is the case, please call 866.787.3462 so we replace the product or modify your order.
To see what you purchased last season, or even last week, simply go to My Account and you can view your entire account history. You can also use your Order History to print a receipt in case you want to return or exchange a product within 90 days of purchase.
We understand. We are here to help. Call us at 866.787.3462 so we can update your order. Please keep in mind, once our shippers get a hold of your order, its coming your way, so make sure you call before you get the third email saying the order has been shipped. You can also email Pure Hockey at [email protected]. Just remember, our shippers work diligently to get your order to you as soon as possible, so your order may already be on its way.
Whatever the reason, the easiest way to cancel your order is to call us at 866.787.3462. You can also click on “Cancel My Order” under My Account.
No problem. You can print a copy of your receipts for every previous purchase from your orders in My Account.
How do I change or cancel my order?
Until an order is marked 'Shipped', you can cancel the order by going to My Account and clicking 'Cancel Order'. If you'd like to change your order please call 800.517.1238. Trying to change your order online with the 'Edit Order' button will result in the order being cancelled. You would then need to reorder your items.
What is the status of my order?
To check on the status of an order log in to My Account and click on the order you want to check on. At the top of the order there will be a line providing the current status of your order.
Can I see orders I made a long time ago?
Of course! Pure Hockey provides customers with access to every order they have placed with us so that they can always go back and get a reminder of what they've purchased. You can see all your old orders by logging in to My Account.
I lost my receipt! What do I do?
No problem. We make it easy. You can print a receipt from My Account any time. Once you've logged in and selected the order you want to print, just scroll to the bottom and select "Print Order".
What is a "backordered" item?
Backordered items are those that are temporarily out of stock. If you have other items in your order besides those on backorder we will ship the available items immediately and ship the backordered items at no extra cost when they become available. Items are usually on backorder because of the manufacturer.
- When will I receive my order?
We make every effort to complete all orders within 24 hours of the time they were placed. Once an order has "Shipped" that means it has left our warehouse and the map below indicates the average time it takes from our warehouse for you to receive your order. We will send you a 'Shipped' email with your tracking number when UPS takes the packages.
- What about custom orders?
If your order is for a custom item (e.g. Cascade helmets, skates, etc.) the order will be marked as shipped so we can charge for the item. We then order the custom item from the manufacturer. Once they inform us that they have shipped the item, we will send you the tracking number assigned to the order. The time it takes for the manufacturer to complete custom orders varies, and we will email you a more exact time frame once we have placed the order.