HockeyGiant Frequently Asked Questions
WEBSITE VS. RETAIL STORES
Are Sports Giant's online prices the same as they are in their stores?
Can I return a product I bought online at a Sports Giant website in one of their
stores?
Does Sports Giant offer the same products online and in stores?
INTERNATIONAL
How are Duties, Custom Fees, and Taxes Calculated?
How are International Shipping Charges calculated?
How long do International orders take to process?
I am calling from outside the United States, how can I contact a representative?
Instructions for Wire Transfer?
Who is required to do a wire transfer?
Are there any products I cannot order for shipment outside of the United States?
COUPONS, GIFT CERTIFICATES & DISCOUNTS
24 Hour & Weekend Specials?
Does Sports Giant give discounts for team purchases?
Does Sports Giant have any discount restrictions?
What is a Coupon/Gift Certificate code?
SHIPPING
Can I have my order shipped to an APO/FPO address?
Can I ship my order to a P.O. Box?
Does SportsGiant.com have any shipping restrictions?
How are shipping rates calculated?
How can I ship my order to Alaska or Hawaii?
How long do orders usually take to ship and arrive?
RETURNS
Can I return a product I bought online at a Sports Giant website in one of their
stores?
Return & Exchange Policy?
ORDERING
Does Sports Giant charge sales tax?
How do I place an order by check?
How long do orders usually take to ship and arrive?
What forms of payment does Sports Giant accept?
Where can I check the status of my order?
GENERAL INFO
Does Sports Giant offer a catalog?
What does "call for price" mean?
Product Information:
SKATES
1) What is a “Rocker” chassis?
2) What is a “Hi-Lo” chassis?
3) What makes one skate boot better than the other?
4) What is a radius?
5) How can I tell if my skates need to be sharpened?
6) What does D, E or EE mean on skate sizing?
7) How do I bake my skates?
WHEELS/BEARINGS
7) What does the durometer of a wheel mean?
8) What is the difference between micro bearings (688) and regular bearings (608)?
9) What does the “ABEC” rating of bearing refer to?
10) Does the ABEC rating of a bearing affect the speed of your skates?
11) I have switched to a higher rated ABEC bearing, but my skates still seem to drag?
STICKS/SHAFTS/BLADES
12) What does the stiffness rating of a hockey shaft refer to?
13) What is the general length of a junior, intermediate and senior shaft?
14) What is the general length of a junior, intermediate and senior one-piece stick?
15) What size blade will fit my intermediate shaft?
16) Are most blades compatible with most shafts?
HELMETS/CAGES
17) What is a "cat eye" cage?
18) What does HECC certified mean?
Manufacturer Warranties :
1) Bauer
2) CCM
3) Christian
4) Easton
5) Itech
6) Louisville TPS
7) Mission
8) Nexed
About Us
HockeyGiant has become the largest online specialty retailer of hockey equipment and merchandise in the United States, carrying a very broad selection of the latest in product at competitive prices, and priding itself on customer service and satisfaction. HockeyGiant is a part of theSports Giant family of companies, a multi-channel sports specialty group.Our proud employees are dedicated to serving the needs of our customers.Sports Giant's business is carried on in a modern 55,000 sq. foot warehouse operation in Carlsbad, California which features a state-of-the-art inventory management and control system,
teleservice, warehouse pick, pack and shipment, and customer service operations, all of which support the company’s internet and retail store operations. Help/F.A.Q.
Before contacting us, you might find the answer to your question in our help section.
Email Us
Live Online Help and Call Center
HockeyGiant representatives can provide online help for questions on placing orders and product information. Live Online Help and Call Center are available:
- Monday through Friday - from 6 am to 6 pm PST.
- Saturday - from 9 am to 5 pm PST.
- Sunday - Closed.
Phone Numbers
- Toll free 800.633.5999
- Local 760.579.4406
- Fax 760.692.0302
- International 760.579.4406
- Team Sales 888.894.6253
Our address is
HockeyGiant.com
5928 Farnsworth Ct.
Carlsbad, CA 92008
customerservice@hockeygiant.com
Return Policy
At SportsGiant, we want you to be 100% satisfied with your purchase. We have a NO RESTOCKING FEE Policy. You can shop with confidence, knowing that we stand behind our products. All returns and exchanges must be received within 30 days of the date of purchase, and the product must be returned in its original packaging, in “as new” and re-saleable condition. We regret that we cannot accept returns or exchanges on used products, special orders or customized merchandise. Jocks and undergarments are not returnable or exchangeable for any reason. Returns
There is NO restocking fee whether you return for credit or return for exchange. We want you to be completely satisfied. Be sure to keep your shipping receipt until credit is issued, as Sportsgiant reserves the right to require proof of delivery of the return shipment prior to issuing any credit. We will process your refund within 7 days of receipt. Please allow up to 2 billing cycles for the credit to appear on your credit card statement. When returning an item we recommend you use either Fedex Ground or UPS Ground so that you get a tracking number with your shipment.
Unfortunately we are unable to refund shipping costs on your return unless the error was ours. However if you are returning an item because of an error we made please call us at 800-633-5999 to arrange for an etag, which will pay for your return shipping costs.
Click Here to download our Return or Exchange PDF Form.
To view PDF files you need to downloadAdobe® Reader® (Clickhere to get it for free)
Exchanges
We understand that sometimes products need to be exchanged for a different size – SportsGiant will gladly exchange any new product for a different size, color, or item. You will not be charged a restocking fee, but will be charged the cost of shipping for the replacement product being sent back to you. We recommend that you reorder your new size or product now, and then return your incorrect size to us for a credit. The benefit of this method is that your new order will ship immediately and hold your new product.
Refusal of Package
If parcels are refused, original and return shipping charges will be charged to your original form of payment.
Shipping Information
| METHOD: | ORDER BY: | SHIPS BY: | RECEIVED BY: | | FedEx Ground | Before 12:00pm EST | Same Business Day | 1 to 5 Business Days After Shipping Date | | FedEx Ground | After 12:00pm EST | Next Business Day | 1 to 5 Business Days After Shipping Date | | 3 Day Air | Before 3:00pm EST | Same Business Day | 1 to 3 Business Days After Shipping Date | | 3 Day Air | After 3:00pm EST | Next Business Day | 1 to 3 Business Days After Shipping Date | | 2nd Day Air | Before 3:00pm EST | Same Business Day | 1 to 2 Business Days After Shipping Date | | 2nd Day Air | After 3:00pm EST | Next Business Day | 1 to 2 Business Days After Shipping Date | | Next Day Air Saver | Before 3:00pm EST | Same Business Day | Next Business Day After Shipping Date | | Next Day Air Saver | After 3:00pm EST | Next Business Day | Next Business Day After Shipping Date |
Hockey Giant endeavors to provide the lowest cost shipping and considers these costs as a necessary cost of business on the internet. In the interests of providing our customers with the lowest possible prices on product, we do not consider shipping as an area to generate additional profit or a way to offset our discounted product prices to our customers. The shipping costs are reflective of the company’s costs to process an order and pay the shipping carriers the discounted fees they charge based on the product shipped. The shipping costs to our domestic individual customers are capped to better service our customers and can be viewed in advance of Confirming the order at Checkout. In an effort to better service our customers, the company is constantly looking for additional ways to lower shipping costs and will constantly review the charges to provide the lowest possible cost.
For expedited shipping options such as FedEx 3 Day Air, FedEx 2nd Day Air, and FedEx Next Day Air, shipping rates are based upon the weight of your order. As you checkout, the weight of the items in your cart will be calculated against the shipping method that you have chosen. Oversized items such as hockey sticks and goalie pads will be charged based on the “dimensional weight” of the order. Some bulky items, although light, are charged based on “dimensional weight” or the space the package occupies in the delivery vehicle. (For further information on oversized items call us toll free at 1-800 633-5999.)
Packages shipped via FedEx Ground usually arrive within 1-5 business days of the date shipped. Packages shipped via USPS Priority mail arrive within 5-10 business days of the date shipped. Business days exclude weekends and holidays. Delivery times may vary depending on the destination.
Saturday, Sunday and certain holidays are not classified by Fedex as normal shipping days. If you require a Saturday delivery please call our customer service line at 800-633-5999.
Hawaii and Alaska orders may ship via FedEx Second Day Air, FedEx Next Day Air, or USPS Priority Mail by choosing USA – P.O. Box.
Military
Personnel can have their orders shipped to APO and FPO locations by choosing USA – APO
or FPO as the shipping method. Format the military address similar to the examples below:
SSGT Kevin Taylor
Unit 2050 Box 4190
APO AP 96278-2050
SGT Robert Smith
PSC 802 Box 74
APO AE 09499-0074
Seaman Joseph Doe
USCGC Hamilton
FPO AP 96667-3931
SGT Jane Doe
CMR 1250
APO AA 09045-1000
When shipping to a P.O. Box please choose USA – P.O. Box as the shipping option at checkout. FedEx does not deliver to P.O. Boxes, these orders will be shipped via USPS Priority Mail.
International Orders Billing Verification:
All International orders, or orders using International Credit Cards must be verified with the bank prior to shipping. Please allow 2-5 Business days to verify all billing information. You will be contacted if the information cannot be verified, and you may be asked to do a wire transfer All verifications are for your security, and we appreciate your patience in processing your information. Shipping Costs:
All international shipping charges are based upon the weight of your items and your location. Additional charges may apply if the items are oversized or if it is necessary to ship a multi-item international order from more than one SportsGiant warehouse. In such cases, you will first be contacted for authorization or to arrange other options. Duties, Custom Fees, and Taxes:
All International customers are required to pay any applicable duties, custom fees or taxes that their country requires upon entry of the goods. Please contact your local Customs office for more details, information, and estimated fees before ordering. Please note that these charges are not charged by us, and therefore cannot be refunded by us. If parcels are refused, original and return shipping charges will be charged to your original form of payment. Instructions for Wire Transfer:
You may be required or choose to do a wire transfer. Please add $25 USD to your total to cover all wire transfer fees.
1) Place your order by:
a. Calling: +1-760-579-4406
b. Email:international@sportsgiant.com
2) Instruct us you will be paying by wire transfer (we will hold the order for you) and give you our wire transfer information.
3) Issue a wire transfer through your bank and add $25 to cover all wire transfer fees.
4) Please reference your order number when you perform the transfer to expedite the process.
5) When your wire transfer is received your order will be released First time orders from France and Australia must do a wire transfer.
customerservice@hockeygiant.com
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