To return any item, either send us an email at returns@hockeyoutlet.com or call us toll-free at (888) 568-8538. We will need both the invoice number (top left-hand corner on the packing slip sent with the original order) and a brief, yet creative and entertaining, explanation for the return in order to process your request and issue an RA number (Return Authorization).
So, What Happens Next?
In the extremely rare event that Hockey Outlet ships the incorrect product or size (we're talking Hell freezing over rare), or even ships a defective item (pigs flying rare), we will happily pay for both the return shipping and any charges related to reshipping the correct order.
Should this earth-shattering event actually occur, the customer (that's you) will receive an email from UPS that contains a return label charging our account for the shipment. To return the item, simply reseal the item in its original packaging, print and attach the return label and either drop the package off at your local UPS Store or schedule a pickup at your home or office. Once we receive the item, we will then ship the correct order at no cost to you.
If the customer (again, that's you) decides that they do not like their order for whatever reason, you are only liable for the return shipping. We have done away with the restocking fee! To return the item, simply reseal the item in its original packaging, call or e-mail us for an RA number, write the RA number on the package and return the item to us via the delivery service of your choice (that's the part where you pay). Once we receive the item, we will credit back your credit card less the original shipping charges. Of course, if you wish to exchange the item, we will ship the corrected item and simply charge the new shipping fees to you.
Free Shipping
If the original order qualified for free shipping and you, the customer, decide to return the order for whatever reason, you are responsible for the return shipping (sorry, free shipping is only one way). If you wish to exchange the item, we will ship the corrected item and charge the new shipping fees to your credit card (again, our apologies, but free shipping only applies to the original order). If Hockey Outlet somehow bungled the order (ok, it did happen once, but he no longer works in our stock room, he's now our President), then both the incorrect item and the correct item will be shipped at no cost to you.
Items Not Eligible for Return or Exchange
All closeout items.Skates that have been sharpened.Special orders, team orders, and orders with special considerations.
Defective and/or Warraty Items
Per most manufacturers policies, ALL defective or warranty one-piece sticks, shafts, and replacement blades must be taken up with the manufacturer directly. All other defective or warranty items should be submitted to Hockey Outlet for processing and consideration .
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