Question 1

STICK ORDERING

Accepted Answer

Every single stick is made to order and custom made. While we do not typically carry hockey sticks in stock, we occasionally have a small number of sticks available. If your build matches one of these, your stick will ship right away; otherwise, orders take up to 6 –8 weeks to ship.

Question 2

WARRANTY

Accepted Answer

Warranty Duration: 30 day limited warranty from date of delivery. KANATA HOCKEY will provide a one-time replacement of your composite stick IF BROKEN DUE TO A MANUFACTURING DEFECT within 30 days from the date of delivery. Go to the Warranty Claim section in your profile to submit a warranty claim. Or, go to this link Warranty Claim.(https://kanatahockey.com/home/warrantyclaim) Customer is responsible for additional shipping charges.

We know that sticks lead their own adventurous lives, but our warranty does have its limits. As experts, we can easily spot when a warranty is being stretched to its limits. We don’t advise intentionally snapping one.

One warranty claim per purchase. Please inform us if anything unusual occurs.

Question 3

DO YOU SHIP INTERNATIONALLY?

Accepted Answer

Yes, we ship internationally! Email us at info@kanatahockey.com for details. Note: import taxes and duties are on you. If not paid, the order's forfeited and no credit given. Check with your local customs before ordering. Items may arrive in multiple packages.

Question 4

IS MY ORDER ON ITS WAY?

Accepted Answer

Log in and hit 'My Orders' at the top right to see if your gear's on the move!

Question 5

CAN I CHANGE OR CANCEL MY ORDER?

Accepted Answer

Shoot us an email at info@kanatahockey.com (info@kanatahockey.com)to change or cancel your order within 24H-48H. Heads up: once it's processing or shipped, we can't make changes. Personalized orders are non-refundable.

Question 6

WHERE'S MY ORDER?

Accepted Answer

Log in and click 'My Orders' at the top right to track your stick's journey.

Question 7

MY ORDER NEVER ARRIVED

Accepted Answer

Click the “Log in” link and then “My Orders” at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Question 8

AN ITEM IS MISSING FROM MY SHIPMENT

Accepted Answer

Click the “Log in” link and then “My Orders” at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
 
Please note that your items may be shipped in multiple packages to you.

Question 9

RETURN, REFUND AND EXCHANGE POLICY

Accepted Answer

We want you to love your Kanata Hockey gear! If not, returns and exchanges are easy.

Returns: 
• Return items within 30 days if unused, uncut, and in original packaging. 
• Personalized items can't be returned. 
• You cover return shipping unless we messed up.

Exchanges: 
• Swap for a different flex, curve, or model within 30 days. 
• Items must be unused and in original condition. 
• Personalized items can't be exchanged. You cover shipping unless it's our error.

Refunds: 
• Once we get your return, we'll refund your original payment method in 5–10 business days. 
• Personalized items and shipping fees (unless we made a mistake) are non-refundable.

Defective/Damaged Items: 
• Contact us within 7 days with photos if your item is damaged or defective. 
 •We'll cover return shipping and send a replacement or refund. 
Start a Return/Exchange: 
1. Go to the Return Center (https://www.kanatahockey.com/fr/account/returnrefund)in your account with your order number. 
2. Follow the instructions and keep your tracking number until it's done.
3. we will provide a shipping label if necessary.

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