When Will My Order Ship?

Orders are processed within 24 hours of receipt and should be ready for pickup by the carrier within 48 hours. We will always provide you with the most accurate and up-to-date information regarding product availability. Most packages, with the exception of things like custom orders, ship directly from our distribution centers which are located in the Northeast Section of the USA. Standard shipping takes from 3-5 business days depending on where you are in the country (refer to the map below). Upgraded shipping is available at an additional charge.

Please note: When you are selecting a delivery speed please factor in the 24 hour processing time as well as the fact that we do not offer package pickup or delivery on Saturday or Sunday.

Shipping

We fulfill most orders via a UPS and USPS Standard Shipping program using the following shipping rates:

• Orders are subject to a Flat Rate Charge of $13.99 in the contiguous U.S.
• Orders in transit to Alaska & Hawaii are subject to a charge of $39.99.

Your shipping cost will be listed on the Checkout Page before you submit your order. After reviewing the page, you can submit your order. All shipping charges are non-refundable.

Oversize Shipping Charges

Some products are oversized, bulky or heavy and require extra shipping in addition to the regular charges outlined above. Example products that receive oversize shipping charges include but are not limited to bulk ball/puck purchases, goals, nets, goalie leg pads, game tables and equipment bags. ANY oversize shipping charge you may incur is provided to you on the product detail page before you add the product to your cart. You can find it directly under the ADD TO CART button on the product detail page.

Next Day or Two Day Shipping

Selecting Next Day or Two Day does not necessarily mean that your order will arrive in one or two days. The shipping time begins once the carrier has picked up your package from our distribution location. There is no weeeknd pickup or delivery for Next Day or Two Day shipping. We do not offer Saturday delivery and UPS does not consider Saturday or Sunday to be business days. UPS pickup at our facility is Monday - Friday at 4:30pm. Any Next Day or Two Day packages that are placed after 1:00pm EST will not be processed until the next business day. We ship all of our orders from the Northeast Section of the USA.

Please note: When you select Next Day or Two Day shipping we may use air or ground shipping - as necessary - to get your items to you within the timeframe you desire.

Continental United States Orders

• Orders placed after 1:00pm EST will be processed and confirmed the following business day.
• Holidays and weekends are not business days.
• We observe all federal holidays.
• Orders placed after 1:00pm EST on Friday or at any time on Saturday and Sunday will be processed but will not leave our shipping facility until the following business day.
• Order acknowledgement, confirmation of product availability and tracking information will be provided to you via email after your order has been processed.
• Order acceptance occurs only when your order has been shipped, at which time you will be notified by email.
• Large & oversize items may incur additional shipping charges. Please see the Oversize Shipping Charges section above.
• A physical address is required for shipment. We are unable to ship to P.O. Boxes.
• We verify all credit cards before shipping. In some cases, this may delay stated delivery dates.
• Some vendors prohibit us from shipping their product outside of the USA under any circumstances. We apologize for any inconvenience. Please see theInternational Orders section below.

Tracking Information

If you receive your tracking number from us and the package is being shipped on the same day, the tracking number may not be activated until the end of the day when the package is picked up and has been received by the local UPS distribution center. If you cannot locate your tracking or delivery information about your package, please contact Customer Service at the following email address. Please include your shipping address and order number in the email so that we can help you to quickly resolve any issues you might be experiencing.

[email protected]

866.787.3462

International Orders

Some vendors and manufacturers prohibit us from shipping their products outside of the USA under any circumstances. There are select vendors that allow this practice. In situations where we are able to ship orders outside of the USA, customers will be responsible for any and all customs, duties and taxes of the destination countries. Please note that the delivery company may require additional payments at the time of delivery. This may include duties and/or customs brokerage fees which the customer is responsible for. Please check your local import laws and regulations prior to placing an order to confirm.

Please email us for international orders: [email protected]

Return Policy

Your complete satisfaction is our priority. In addition to providing you with the largest selection of gear at the best prices, we are committed to exceeding your expectations each time you shop with us.

Our Unconditional Guarantee

• If you are not 100% satisfied with any unused item, simply return it to us at any time for a refund of its purchase price (with receipt) or for a store credit.
• If you are not 100% satisfied with the performance or fit of any used item, return it within 30 days for a full refund. This does not include sticks.
• All defective merchandise is covered under manufacturer specific policies.

How Do I Return My Product

Any online purchase you make can be returned for a refund, store credit, or exchange at any of our retail store locations as long as it meets the Return Guidelines below.

Need to return an item, but not near a store, no problem!

• Use the no-hassle return shipping label included in your original package or click here to access your Pure Hockey customer account to generate a return shipping label.
• Please note that $8.99 will be deducted from your refund when using either the return shipping label included in your original package or a return shipping label printed from your purehockey.com account

Returning Your Purchase by Mail

Carefully repackage your order and attach the no-hassle return shipping label that was included in your original order. You can also access a return shipping label through your Pure Hockey customer account.

Return shipping labels for customers with a Pure Hockey account can only be accessed within 90 days of the purchase. If your purchase was made over 90 days ago, please refer to the “All Other Orders” section below for instructions on how to return your item.

Please note that you are responsible for the cost of return shipping*. You will not be asked to submit any payment information for the return shipping label. Rather than pay an additional fee, your refund will be deducted by $8.99 to cover the costs of return shipping when using either the return shipping label included in your original package or a return shipping label printed from your purehockey.com account.

Return shipping labels are only available to customers in the continental United States. Customers in Alaska, Hawaii, and outside of the United States are responsible for their own shipping.

ALL OTHER ORDERS:

1. Box up your item(s) and include either a copy of your email confirmation or the packing slip that came with your original order in the box.


2. You can then return the item via any shipping carrier of your choosing. We recommend utilizing a shipping service that provides package tracking to ensure the safe arrival of your package to our warehouse.


3. The address for returns is:
   Pure Hockey
   Attn: Returns
   89 Cross St.
   Holliston, MA 01746


4. Please allow up to three business days from the date of receipt at our warehouse for returns processing. Once the return is processed, it may take up to 14 business days for your credit card company to post the refund to your account.

Return Guidelines:

• Unused Items
• Unused items have an unlimited returns window. For a product to be considered unused, it must:
• Be in its original packaging
• Show no scuffs, stains, dirt, or other marks that would indicate use
• Still be in the same condition in which it was purchased

• Used Items
• Most used items may be returned within 30 days, with a few exceptions (see “Used Items – Exceptions” below)
• Any online order can be returned to any of our retail store locations for a full refund. Please make sure to bring all the items you’d like to return, as well as the receipt for the order, and a copy of your order confirmation email or a packing slip with you to the store to allow the return to be processed as quickly as possible

• Used Items - Exceptions
• The used items return policy does not apply to the prodcuts from the following categories:
• Hockey sticks*, Hockey shafts*, Replacement stick blades*
• Please visit our Stick Warranty Page for more information.
• *Exclusdes Bauer Products
• Jocks & Apparel
• Since the items are personal in nature, we cannot accept returns of jocks or undergarments.
• Custom Merchandise
• Custom merchandise of any kind cannot be returns

If You Have Received The Wrong Product

Although we do our best to prevent them, occasionally mistakes are made. We apologize for any inconvenience. Please call Customer Service directly at 866.787.3462 and we will provide you with a return shipping label and do our best to get you the appropriate item ASAP.

Exchanging Orders

If you received your order and need to exchange it, please contact Customer Service at 866.787.3462. If you would like to exchange an item for a different one, please see the How Do I Return My Product section above. You are best served to return your product for a refund and place another order for the product you would rather have. Please note that it takes us 2 to 3 business days to process exchanges once they have arrived at our Distribution Center.

Can I Return My Order To A Retail Location?

Yes, you can return any order to your local retail location. Be sure to bring a sales receipt, packing list or email order confirmation when you go to the store. Please keep in mind that our retail locations cannot refund PayPal or Amazon orders.