At Hockey Elite Gear, we stand behind our performance hockey equipment and apparel. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to get you back in the game quickly.

Key Return Details:
  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with tags attached
  • Return Shipping: Customer responsibility (original shipping costs are non-refundable)
  • Refund Method: Original payment method
  • Processing Time: 3-5 business days after we receive your return

Non-Returnable Items

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

  • Footbeds, Insoles & Tongues
  • Helmet Straps & Chin Cups
  • Any used or washed apparel

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email our customer service at [email protected] within 15 days of receiving your order. Use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hockey Elite Gear Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Item Name: [Product Name] – Size/Color: [If applicable] – Reason for Return: [Brief explanation] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Authorization

Our hockey-experienced customer service team will respond within 24 hours (often faster during EST business hours) with:

  • Return authorization number
  • Shipping instructions
  • Exchange options (if applicable)

Step 3: Package and Ship

Securely package your item(s) with:

  • Original packaging and tags
  • Copy of your invoice/packing slip
  • Return authorization number clearly visible

Ship to:

Hockey Elite Gear Returns
84 Orange Street
Barre, US 05641

Step 4: Refund or Exchange Processing

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 1-2 business days after processing

You’ll receive email confirmation when your refund is issued. Note that bank processing times may vary (typically 3-10 business days).

International Returns

For our global customers (excluding Asia and certain remote regions):

  • You are responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service (DHL or FedEx)
  • Refunds will be issued in USD

Damaged or Defective Items

If you receive damaged or defective gear:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange a prepaid return label if needed
  3. Receive a replacement or full refund at no additional cost

Performance Guarantee: We understand hockey gear needs to withstand intense play. If your equipment fails under normal use within 30 days, contact us for special consideration beyond our standard return window.

For any questions about our returns policy, email our gear experts (who are actual hockey players) at [email protected].

“At Hockey Elite Gear, we handle your returns with the same precision as you handle your slap shots.”