At Pure Hockey Store, we’re committed to ensuring your hockey gear reaches you quickly and efficiently, just like a perfectly executed breakaway pass. And if something isn’t right, our returns process is as reliable as a veteran goalie in the playoffs.

Shipping Information

We ship worldwide (excluding Asia and some remote areas) to get you the gear you need, wherever you are.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Timeframes

Shipping Method Carrier Delivery Time Cost
Standard Shipping DHL or FedEx 10-15 business days after shipment $12.95
Free Shipping EMS 15-25 business days after shipment Free on orders over $50

Please note: Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

We stand behind our equipment just like you stand behind your net. If you’re not completely satisfied, here’s how to make it right.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your order. All items must be in original, unused condition with tags attached and in original packaging.

⚠️ Important: Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged:

  • Cut Resistant gear (once packaging is opened)
  • Finger Protection items
  • Buttendz grips (if installed or packaging opened)
  • Any personalized or custom equipment
  • Intimate apparel like Baselayer

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Team

Email us at [email protected] with your order number and reason for return/exchange.

Step 2: Receive Authorization

We’ll provide you with a Return Authorization Number and detailed instructions.

Step 3: Package Your Items

Securely package the items in their original packaging with all tags attached.

Step 4: Ship to Us

Send the package to our warehouse address (provided with your authorization):

Pure Hockey Store
3111 West Place Southeast
Washington, US 20020

Step 5: Confirmation

We’ll notify you once we receive and process your return.

Return & Exchange Request Template

Use this template to ensure we have all the information we need:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Dear Pure Hockey Store Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Date Received: [Date You Received Order]
Items to Return/Exchange: [Product Name] – [Size/Color] – [Quantity]
Reason for Return/Exchange: [Please describe why you’re returning/exchanging]
Preferred Resolution: [Refund / Exchange for (specific product)]

Please provide instructions on how to proceed.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Processing

Once we receive and inspect your returned items:

Processing Time

3-5 business days after we receive your return.

Refund Method

Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).

Shipping Costs

Original shipping fees are non-refundable.

Exchange Shipping

We cover shipping costs for exchanges of defective or incorrect items.

International Returns

For our global hockey community:

  • International customers are responsible for return shipping costs
  • Customs duties and import taxes are non-refundable
  • We recommend using a trackable shipping service for returns

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

📧 Email: [email protected]
🏢 Address: 3111 West Place Southeast, Washington, US 20020

We’re committed to making your returns experience as smooth as a fresh sheet of ice.