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. Regular ground shipping takes from 2-6 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 UPS does not offer package pickup on Saturday or Sunday.
We ship most orders via UPS ground using the following shipping rates:
- If your order is over $99, your shipping charge is $14.99
- If your order is under $99, your shipping charge is $9.99
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 our of 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.
- All orders are shipped via UPS. 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 the International Orders section below.
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 the tracking or delivery information about your package, please contact Customer Service by email or by phone (see below for contact information). Please be ready to provide your shipping address and order number so that we can help you to quickly resolve any issues you might be experiencing.
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.
We will not refund shipping charges for orders that are refused upon delivery. We are not able to, nor will we reimburse taxes, tariffs or brokerage fees for orders that are accepted and then need to be returned.
For questions about international orders please email email@example.com or call 978-838-2700.
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
There are two options for returning product:
1. Generate a shipping label and send the product back to us for a $10 shipping fee. Please CLICK HERE to generate a return shipping label.
2. You can mail the order back to us yourself using the following steps:
- Fill out the back of your shipping receipt with an explanation for the return.
- Repack the item(s) carefully to protect them during shipping.
- Attach the return label to the outside of the box.
- Send your return to the following address:
Pure Hockey Returns
1 Whitney Road
Berlin, MA 01503
- Please add applicable postage. For your own protection, we suggest that you return items via UPS or insured parcel post. Should items be lost or damages in transit, carriers require that you file the tracer or claim with them directly. Return postage is non-refundable. We do not refund shipping charges for returns or exchanges. Please note that it takes us 2 to 3 business days to process returns once they have arrived at our Distribution Center.
We Cannot Accept Returns For:
- Broken composite sticks, composite shafts or composite blades
- Pro stock gear
- Gift Cards
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 1-866-787-3462 and we will provide you with a return shipping label and do our best to get you the appropriate item ASAP.
If you received your order and need to exchange it, please contact Customer Service at 1-866-787-3462. If you would like to exchange an item for a different one, please see the How Do I Return My Product section above. 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.