Frequently Asked Questions

Please allow 4-6 business days for us to process and ship your order and keep an eye on the tracking once your order has shipped to follow along. We know you're eager to get your new gear and we'll be hustling to get it to you as soon as possible. We're grateful for your patience during this time.

We ship to all regions within Canada (excluding Quebec).

Pro Hockey Life ships through Purolator and Canada Post (where applicable, Purolator cannot always deliver to rural addresses). To ensure that orders make it to P.O. boxes and rural route addresses, please include a physical street address or highway number with your order.

Yes! We offer free standard shipping to all regions within Canada (excluding Quebec) on all orders over $119 CAD (subject to some restrictions).

If you've sent us an email, you can expect to hear back from us within the next 3-4 business days. We're experiencing higher than normal volume at our distribution centres and our Customer Service Centre.

To maintain your spot in our email queue, please wait until you’ve heard back from us rather than sending a follow up response. We’re grateful for your patience as we work through our volume and support our team during this time.

If you plan on calling our customer service team at our Call Centre, please note there are higher wait times than usual. We kindly ask for your patience and to only contact our Call Centre with URGENT REQUESTS ONLY. Urgent requests include lost parcel(s), incorrect address or you ordered the wrong item.

After you have clicked "Place Your Order," you cannot cancel or change your order, as our system is designed to process and ship orders immediately. Once you receive your order, simply return any items you do not want by following our Return Instructions.

Once an order is placed, we're unable to edit or make changes. We can, however, attempt to update the address through the courier. Keep in mind, this process is never a guarantee as it depends on the status of the shipment.

We will send you an email with a tracking number. At our fulfillment centres, tracking numbers are assigned to packages when they are finished being packed and will be emailed to you shortly after. However, it may take up to 48 business hours (or more) before the package is checked into a carrier's tracking system. Even though your package has already shipped from a fulfillment centre and is on its way to the shipping destination, the carrier may not be able to provide any tracking information for your package for up to 3-5 business days (or more).

Orders placed on ProHockeyLife.com may be delivered by one of several different carriers and shipping methods. It also may be shipped from multiple fulfillment centres. Tracking availability may vary depending on the item(s) you purchased, the shipping method(s), and the carrier that is delivering your item(s).

Example: The item/s you ordered may takes 1 to 4 full business days to leave one of our fulfillment centres. It will take approximately 6-9 full business days for the item to arrive from the time it was ordered Please note that business days are Monday to Friday, excluding statutory holidays.

Canada Post is experiencing Christmas-level parcel volumes resulting in delays. With many Canadians isolating at home and shopping more online, Canada Post is now processing and delivering parcels at levels only experienced during the busiest weeks of the Christmas season. Canada Post is advising customers across the country to expect delays with their parcel deliveries.

Canada Post is processing and delivering much higher than normal volume and has also implemented measures to keep their people and communities safe. This is contributing to delivery delays across the country. Please keep this in mind if you’re shipping to a Canada Post address. Our customer service team is doing the best to assist you; however, Pro Hockey Life cannot be held responsible for any delays caused with packages shipped.

If you receive an item that is damaged or defective upon arrival, please call our Online Customer Service Department immediately at: 1-844-651-2309 ex. 3. It is important that you contact us before returning the item, so that we may assist you with return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit your My Account page to find the order number in your Order History or check the for your email confirmation that was sent to you. Please be prepared with a detailed description of the damage or defect before contacting us.

If we shipped you the wrong item, please call our Online Customer Service Department immediately at: 1-844-651-2309 ex. 3. It is important that you contact us before returning the item, so that we may assist you with return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit your My Account page to find the order number in your Order History or check the for your email confirmation that was sent to you. Please be prepared with a detailed description of the difference between the item you ordered and the item you received.

If we shipped you an item with a security tag still on, please call our Online Customer Service Department immediately at: 1-844-651-2309 ex. 3. It is important that you contact us before returning the item, so that we may assist you with return shipping charges.

You can make an online return to mail us back these products free of charge by clicking here. Or if you'd prefer, you can also remove the tags by visiting us in-store once they reopen. We have extended our return and exchange policies for an additional 45 days from the date our stores open. Unfortunately, at this time we are unable to do exchanges.

For more information about Pro Hockey Life’s Return Policy, click here.

Our Return Policy does not apply to all items.

Exceptions to our Return Policy are as follows:

• Clearance items marked as FINAL SALE are excluded from returns.
• Swimwear, Underwear or Under Garments - for hygienic reasons, all swimwear, underwear and under garments are FINAL SALE.
• Mouth Guards and Jock Straps - for hygienic reasons, all sales are final for mouth guards and jock straps.
• Customized/Personalized Products and Autographed Collectibles - all sales are final for these items and they cannot be returned.

Through our Online Portal. Click here to access it.

We will send you a confirmation email. After we receive your returned item, it is usually processed within 30 business days, and once we have verified that everything is as it should be, your refund will be issued via the same payment method as your original purchase. We'll send you a confirmation email at that time, though it can take banks and other financial institutions an additional few days for the funds to show in your account.

PLEASE NOTE: Due to circumstances beyond our control related to COVID-19, there may be further delays related to your reimbursement.

Yes! we are now able to accept gift cards online as a method of payment on Prohockeylife.com. Currently, you can redeem one gift card per order.

When using a Gift Card for an online purchase, please keep the Gift Card until the order has shipped. If the order cannot be fulfilled, it will be cancelled, and the Gift Card used in original transaction
will be credited back.

Although the core assortment is the same there are some products that are in-store or online only as per vendor requirements.