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We want you to be entirely satisfied with your MySportHockey.com purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Only items shipped within the US are eligible for return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags still attached if your item had tags when you received it. As part of our sustainability efforts, many of our direct-to-consumer products will not have tags, as tags are mainly used in a brick-and-mortar retail store. So if you receive any items with no tags on them, don't be alarmed, this is the new norm for online sales.
If the original packaging is unusable, please use a new package or box of similar size. You’ll also need the receipt or proof of purchase or packing slip.
To start a return, you can contact us via our Contact Us page. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
You can always contact us for any return question on our Contact Us page.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), and personal care goods (such as masks, underwear). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Please allow up to three weeks for us to receive and process your return. You will receive an email notification upon the completion of return processing.
Exchanges
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, contact us via our Contact Us page within a week after receiving your order. Include your order number. We may ask you for photos of the mislabeled item, and we’ll send you a new one, or issue a refund! If your item was mislabeled, we can only offer an exchange on the same product, in the same color, in a different size at this time.
What are your replacement & return policies?
We stand behind the quality of our products & guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement — simply submit a customer service request with a photo of the items in question & one of our representatives will issue an immediate replacement. We typically do not accept returns, refunds, or replacements due to user error, such as incorrect selection of designs, colors, size, etc.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post your refund.
Any claims for damaged or defective items must be submitted within 1 week after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice any issue with the products or anything else on your order, please let us know within 7 consecutive days of receiving your order. To complete your return, we require a receipt or proof of purchase.
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods.
Additional non-returnable items: Gift cards, Personalized items, Intimate apparel, masks, etc.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
* If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible, time may vary depending on your payment method.
For Returns: Please contact our Customer Service before returning any products. If your product was used, even if partial, a refund will not be possible. We do not refund orders for buyer’s remorse. My Sport Hockey reserves the right to refuse returns at its sole discretion.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. There is often extensive processing time before a refund is posted. Some banks can take up to 30 days or more to process your refund. This is out of our control and must be discussed with your credit card company, or bank, or other payment processor refund policies. If you’ve done all of this and you still have not received your refund yet, please contact us via our Contact Us Page.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
PayPal or Shop Pay orders must be returned by mail via our online returns process, and are not eligible for exchanges.
Please note that orders paid by PayPal or Shop Pay will be refunded to a My Sport Hockey gift card when returned to our MSH RETURNS DEPARTMENT.
International Customers returns: please contact us via our Contact Us page before attempting a return. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The package should be taken to your postal carrier and mailed to the following address:
MSH RETURNS DEPARTMENT
2200 N Hwy. 67 # 2282,
Florissant MO 63032, United States.
This address can only be used to return items purchased at MySportHockey.com.
We reserve the right to require and electronically capture consumer information from a valid state or government ID for all returns/exchanges. We maintain a database of consumer return activity created solely for the purpose of authorizing returns and exchanges. We do not sell the information captured through this process. We also reserve the right to limit returns/exchanges made with or without receipts for any reason.
The following restrictions may apply.
Any seasonal surcharges will be included in your order’s delivery total and are non-refundable.
During holiday periods the return policy may be extended to 60 days past your delivery date (The 60-day return is a promotional policy and only applies to orders placed during the promo period between November 1st –December 1st.)
Because personalized products are made just for you, they are not returnable.
Face Covers are not eligible for returns or exchanges due to safety reasons.
Please ensure your return meets the following standards:
Please allow up to 14 business days for your refund to post to your account. Normal bank processing times do apply and may take up to a full billing cycle.
If 14 working days have passed since the refund notification was sent and you still have not received your refund, please get in touch with us.
Be aware that if you used a pre-paid credit card, the refund would be automatically issued to the original card. If you used a pre-paid card to make a purchase, please retain the card until you receive your purchase.
Some cards are not reloadable, which will prevent us from being able to issue a credit in the event of a return
What is your return policy on products purchased with a discount?
All merchandise purchased through a discount promotion (for example, Get 50% Off for joining our News Letter Email list) will be exchanged or returned at the purchased price. See invoice for purchased price. Price adjustments will be made for products not being returned within the promotion.
Will I be refunded for the shipping fee?
No, we do not refund the shipping fee.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for: the supply of goods that are made to the consumer's specifications or are clearly personalized;
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Thank you for your business. We want to make your shopping experience as easy as possible. We know that means there will be occasional returns. We want to make that as easy and painless as possible as well. Please understand we will do our best to get your refund or store credit to you as quickly as possible. We can only go as fast as the payment processors can complete your refund. Thank you for your understanding.
With kindest regards,
My Sports Hockey “MSH” RETURNS DEPARTMENT
MSH RETURNS DEPARTMENT
2200 N Hwy. 67 # 2282,
Florissant, MO 63032, United States.