HockeyBag.com is an online retail destination dedicated to providing hockey enthusiasts across the United States and Canada with a comprehensive selection of high-quality hockey equipment and accessories. We operate as a proud marketplace, partnering with trusted vendors to bring you the best gear directly.
At HockeyBag.com, your satisfaction is our priority. We understand that sometimes a product may not be exactly what you expected. We strive to make our return process as clear and straightforward as possible.
Our Return Window: You may initiate a return for most items purchased on HockeyBag.com within thirty [30] days of the delivery date. After this period, we cannot offer a refund or exchange.
Eligibility for Returns: To be eligible for a return, your item must meet the following conditions:
- Unused and in original condition: The item must be unused, unworn, unwashed, and in the same condition that you received it.
- Original packaging: It must be in its original packaging with all tags, labels, and accessories intact.
- Proof of Purchase: A receipt or proof of purchase (your order number) is required.
Non-Returnable Items: Certain types of items cannot be returned. These may include:
- All custom products.
- Certain hygienic products like mouthguards once opened.
- final sale items clearly marked as such.
- Gift cards.
- Any used equipment or products.
- Downloaded software products.
How to Initiate a Return: To start a return, please follow these steps:
- Contact Customer Service: Email us at info@hockeybag.com or call us at 248-756-1663. Please include your order number and the reason for your return.
- Return Authorization: Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your item. Please do not send your item back without first obtaining an RMA number.
- Packaging & Shipping: Securely pack the item in its original packaging. Clearly mark the RMA number on the outside of the package.
Return Shipping Costs:
- Customer Responsibility: For returns due to buyer's remorse (e.g., wrong size, changed mind, not as expected but correctly described), the customer is responsible for the return shipping costs.
- HockeyBag.com Responsibility: If the return is due to our error (e.g., you received the wrong item, a damaged, or defective product), HockeyBag.com will provide a pre-paid return shipping label.
Refund Process: Once your return is received and inspected by our team (or our vendor), we will send you an email notification confirming the receipt and the status of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within ten [10] business days.
- Please note that it may take some time for your bank or credit card company to post the refund.
Exchanges: We only replace items if they are defective or damaged upon arrival, or if we sent the wrong item. If you need to exchange an item for the same item due to an error on our part, please contact us at info@hockeybag.com. For other exchange requests (e.g., different size/color due to buyer's preference), please initiate a return for the original item and place a new order for the desired item.
Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately upon delivery (within 72 hours) with photos of the damage/defect and your order number. We will work to resolve the issue promptly, either by sending a replacement or issuing a full refund.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, don't hesitate to get in touch with us at info@hockeybag.com.