At Bauer Official Store, we are committed to delivering top-quality hockey equipment and gear to players worldwide. Our Shipping & Returns Policy is designed to ensure a seamless experience, whether you’re gearing up for the next game or need to make a return. Below, you’ll find all the details about shipping options, delivery times, and our straightforward returns process.
Shipping Information
We ship globally (excluding Asia and select remote areas) and offer two reliable shipping methods to meet your needs:
- Standard Shipping:
- Carrier: DHL or FedEx
- Cost: $12.95
- Delivery Time: 10-15 business days after shipment
- Free Shipping:
- Carrier: EMS
- Cost: Free for orders over $50
- Delivery Time: 15-25 business days after shipment
Order Processing Time: All orders are processed within 1-2 business days. You will receive a confirmation email with tracking details once your order ships.
Returns & Exchanges Overview
We want you to be completely satisfied with your purchase. If you need to return or exchange any item from our collection—including Accessory Bags, All Socks, Bags, Baselayer, Clothing, Bottoms, or Goalie Pants—we’re here to help. Please review the following guidelines to ensure a smooth process.
Return & Exchange Timeframe
You have 15 days from the delivery date to initiate a return or exchange request.
Condition Requirements
To be eligible for return or exchange, items must meet the following criteria:
- In original condition with tags attached
- Unused and unwashed
- In original packaging
- Accompanied by the original receipt or order confirmation
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged once packaging is opened:
- Cut Resistant gear
- Finger Protection equipment
- Personal protective items where hygiene cannot be guaranteed
Return & Exchange Process
Follow these steps to initiate a return or exchange:
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order.
- Provide Order Details: Include your order number, items to return/exchange, and reason for the request.
- Receive Authorization: We’ll send you a Return Merchandise Authorization (RMA) number.
- Package Your Items: Securely pack the items with the RMA number clearly visible.
- Ship to Our Facility: Send the package to: Bauer Official Store
4083 Patterson Fork Road
DALLAS, US 97338 - Processing: Allow 3-5 business days for processing once we receive your return.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service and purchasing shipping insurance for your protection.
Refund Information
Once your return is processed:
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Processing Time: 5-7 business days after we receive and inspect your return.
- Shipping Costs: Original shipping fees are non-refundable.
Exchange Process
For exchanges to a different size or color:
- Follow the standard return process above.
- Clearly indicate the desired replacement item in your email.
- We’ll ship the replacement once we receive your return. Standard shipping rates apply for the new shipment.
Damaged or Defective Items
If you receive damaged or defective merchandise (e.g., Bauer Sticks, Blockers, Catch Gloves, or any protective equipment), contact us immediately at [email protected]. Include photos of the damage, and we’ll arrange for a replacement at no additional cost.
Need Assistance?
Our customer service team is here to help hockey players worldwide (excluding Asia and select remote areas). Contact us at:
- Email: [email protected]
- Address: Bauer Official Store, 4083 Patterson Fork Road, DALLAS, US 97338
We’re committed to resolving your concerns with the same precision and dedication we bring to crafting world-class hockey equipment.