Gear That Doesn’t Fit Your Game? We’ve Got You Covered.

At Pro Hockey World, we’re committed to your performance on the ice, just as we’re committed to excellence in our equipment curation. We stand behind the quality of every CCM product, Senior Elbow Pad, and Youth Chest Protector we ship. However, we understand that sometimes gear needs to be exchanged or returned. Our returns process is designed with the same efficiency and clarity as our checkout, ensuring you can focus on your game, not your cart.

🛡️ Our Returns Promise

We offer a straightforward, performance-driven returns and exchanges policy for most items within 15 days of delivery. All returns must be in original, unused condition with tags attached and in the original packaging.

Eligibility & Timeframe

  • Return/Exchange Window: 15 days from the delivery date.
  • Condition: Items must be unused, unwashed, with original tags and packaging.
  • Proof of Purchase: Order number or receipt is required.
  • Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect.

Step-by-Step Return/Exchange Process

1 Initiate Your Request

Within 15 days of delivery, email our customer service team at [email protected] with your return or exchange request. Use the template below to ensure we have all necessary information.

2 Await Authorization & Instructions

Our team will respond within 1-2 business days (matching our order processing speed) with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return.

3 Package & Ship Your Return

Securely package the item(s) in the original packaging if possible. Include the RMA number clearly on the outside of the package. Ship to our headquarters:

Pro Hockey World Returns
3972 Sherwood Circle
Lake Charles, LA 70601
USA

We recommend using a trackable shipping service (like DHL, FedEx, or EMS) and retaining your proof of postage. We are not responsible for items lost in transit without tracking.

4 Inspection & Processing

Once received at our warehouse, our team will inspect the returned gear with the same scrutiny we apply to our inventory checks. Processing typically takes 3-5 business days after arrival.

Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected] to expedite your request.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pro Hockey World Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Your Order Number] Date of Delivery: [Date You Received the Order] Item(s) for Return/Exchange: – [Product Name, e.g., “CCM Senior Chest Protector”] – [Size/Color/Other Details] – [Reason for Return/Exchange, e.g., “Incorrect size,” “Defective,” “Change of mind”] Preferred Resolution: [ ] Refund to original payment method [ ] Exchange for: [Product Name and Size/Color if exchanging] [ ] Store credit I confirm the item(s) are in original, unused condition with all tags and packaging. Please provide the RMA number and return instructions. Thank you, [Your Full Name] [Your Phone Number] [Your Shipping Address]

Refunds & Credits

  • Timing: Refunds are processed within 5-10 business days after we receive and inspect the return.
  • Method: Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping costs are non-refundable. For exchanges, we will cover the shipping cost for the replacement item to the original shipping address.
  • Store Credit: If you choose store credit, an electronic gift card will be emailed to you upon return processing.

⚠️ Important Exceptions & Non-Returnable Items

To ensure safety and hygiene standards for our global hockey community, the following items cannot be returned or exchanged unless defective or incorrect upon arrival:

  • Facemasks & Goalie Cages: Due to intimate fit and safety customization considerations.
  • Personalized or Custom-Ordered Equipment: Any gear altered from its standard configuration.
  • Intimate Apparel: Specific base layers or protective undergarments for hygiene reasons.
  • Opened or Used Protective Gear: Such as Chest Protectors (Senior/Youth), Elbow Pads (Senior/Junior/Youth), Gloves (Senior/Junior/Youth), and Goalie Blockers that show signs of wear, impact, or adjustment.
  • Clearance or Final Sale Items: As marked on the product page at time of purchase.

Note: Defective or incorrectly shipped items from the above categories will be replaced promptly at our expense.

Exchanges

For a different size or color of the same item, follow the standard return process and indicate your exchange preference. We will ship the replacement item via our standard DHL/FedEx (10-15 days) or EMS (15-25 days) service once the return is received, at no additional shipping cost for the replacement.

International Returns

As a global retailer (serving most regions worldwide, excluding some remote Asian and isolated areas), we accept international returns. Customers are responsible for all return shipping costs and any applicable customs duties or taxes incurred during the return. Refunds will be issued in the original currency of purchase.

Questions? We’re Here to Help.

Our team understands hockey gear and customer service. Contact us for any clarifications.

Email: [email protected]

Address: Pro Hockey World • 3972 Sherwood Circle, Lake Charles, LA 70601, USA

Response Time: We aim to respond to all inquiries within 1-2 business days.

Gear Up Securely. Play with Confidence.

Pro Hockey World – Bridging the gap between elite equipment and your local rink.