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Shipping/Status
Questions |
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What is the
difference between your customization and other shops?
We
are still offering full pro customization on all our
replica and authentic jerseys. What this means is that
we are using full layers of tackle twill material and
stitching everything directly onto the jersey. If the
team has a 2 or even a 3 color number/letter then we use
1,2 or 3 layers of tackle twill material, professionally
stitched onto each layer. We then take these numbers and
letters and stitch them directly onto the garment.
None of our customization is heat pressed!
Most fan/stadium shops and online retailers are taking a
cheap approach to customization. What they are doing is
using Screen Printed numbers and letters. Basically this
means that it is 1 layer of material that is dyed
different colors to give the look of multiple layers of
tackle twill. These numbers/letters have also a beveled
printing of "fake" stitching to give you the impression
that the layers of twill are stitched on when in fact
its just a print out. On top of this these screen
printed letters and numbers are being heat pressed onto
the jersey!
With our On-Site 15,000 square foot factory we are able
to offer one of the most cost effective, professional
and quickest turn around times in the industry! We are
very confident in the quality of work and craftsmanship
in our jersey customization as we have been in the
business for over 20 years!
How long does a customized
jersey take to arrive?
We
have a 15,000 square foot on-site factory that gives us
an advantage over our competitors with quick turnaround
times. However, it still does take some time, normally
10 Business days or less for customization, plus
shipping times. Many retailers and online shops
outsource their customization, which can take 4-10 weeks
plus shipping times!
Our customized orders take roughly 10 business days to
complete and then the item still needs to be shipped.
Shipping times are estimated at 3-5 business days to
anywhere in Canada and the continental United States.
We offer customization
RUSH ORDER Services and
Express Delivery.
*Please note:
During the holiday season orders can be delayed by a few
business days due to high volume of orders. This may
result in customization wait times of 15 business days.
However, our competitors who outsource customization,
experience 10-18 week wait times for customized orders.
What if I want a customized jersey quicker?
(Can't wait 10 Business
days)
Sometimes you just need a jersey quicker due to a tight
deadline because of a game or a gift. We understand that
sometimes you need it urgently this is why we offer a
rush order service. Our regular customization service
takes roughly 10 business days and sometimes more during
the holiday season because of the high volume of orders.
This rush order service costs $49 and what this gets you
is your jersey completely customized within 48 hours
(Business days) and ready to ship. Shipping times are
still standard 3-5 business days for orders in Canada
and the United States. If you still need this even
quicker we offer overnight delivery.
Please click here for
overnight/express shipping rates.
Do you have other sizes in stock?
We have a huge inventory of
replica/authentic new and vintage jerseys in our
warehouse. Certain sized jerseys are not listed on our
eBay listing but are featured on our eBay store. If you
see an auction for an item you like but the size is
incorrect just click the red "Visit Store" button within
the auction details to view all our sizes for that
specific jersey:
You may also visit our eBay store directly by
clicking here
If the item/size is not listed on our eBay/Amazon store
they may be listed on our online store at
www.coolhockey.com
Do you have a certain jersey
or style in stock?
Please see above question.
How does the sizing work for jerseys or other items?
Please review our sizing chart below. The size chart applies to
the Majestic replica jerseys.
How do I tell
you what I want customized on my jersey?
For the auctions that include customization
"ANY NAME, ANY NUMBER" you need to let us know the
customization details once you send payment so that we
can begin processing your order.
Option 1: During the process of payment through
PayPal, you will be taken through the checkout, just
before submitting payment there will be a an "Optional
Instructions" text box, you can submit your
customization details in this format:
Name: PLAYER NAME
Number: #00
Option 2:
You may also send us an email through the ebay messaging
system or directly to
info@coolhockey.com Payment must be received before
we begin customization on any order. Please include the
below details in the email:
Auction # or Order #:
Name: PLAYER NAME
Number: #00
What is the total price of
my order including shipping and taxes?
You can calculate your order total very easily. United States
residents do not pay any taxes on their orders. However,
may be subject to
duty/brokerage charges. The total cost is calculated
by Order price + Shipping.
*Example
United States Residents:
Jersey costs for this order is $99. Shipping costs to
the Continental United States is $12.50. Your total
order for US residents is:
$99 + $12.50 TOTAL: $111.50
*Example Canadian
Residents:
Jersey cost for this order
is $99. Shipping costs to anywhere in Canada is $8.50.
Sales taxes apply to Canadian residents. For example if
you live in Ontario then your sales tax is 13%. Sales
tax is calculated on item cost + shipping then taxes.
This total amount for an Ontario resident for this order
would be:
$99 + $8.50 = $107.50 + 13%. TOTAL: $121.47
Can I get combined
shipping if I purchase 2 or more items?
We do offer combined shipping on orders of 2
or more items only. This is how Combined shipping is
calculated:
1st Item is Full price shipping - $12.50 (United States)
or $8.50 (Canada)
Each additional item is only - $2
Example: (If you live in the United States and
purchase 3 jerseys)
1st Item full price: $12.50
2nd Item: $2
3rd Item: $2
Total Shipping costs for these 3 items is $18+2+2 =
TOTAL: $16.50
Can I pay in USD or CDN
dollars?
All our ebay auctions are listed in US
Dollars. If you are a Canadian customer purchasing
through ebay then during the checkout payment with
paypal, you will see that paypal has it's own exchange
rate and calculates the funds in Canadian dollars for
you. Please note we have absolutely no control over the
exchange rate paypal uses and is not controlled by us.
On our
www.coolhockey.com store the exchange rate is
changed on a weekly basis to reflect the current dollar
exchange rate. You may go ahead and purchase in either
US Dollars or Canadian Dollars if you feel you will get
a better exchange rate through us or through your credit
card company.
What method of payments are
accepted?
We currently accept the following
methods of payment for either sale on our ebay, amazon,
coolhockey.com store, or just a web/phone order.
Ebay Auctions:
- Paypal (www.paypal.com)
- Credit Card by Order Form
(Click here to download ORDER form)
Order form must be
faxed 416-784-9193 or emailed to
info@coolhockey.com
Amazon Store:
- Payment through Amazon.com website only. Amazon
has real time secure credit card processing.
Coolhockey.com Store:
- Our coolhockey.com website also features secure
online real time credit card processing.
- Paypal (www.paypal.com)
- Credit Card by Order Form
(Click here to download ORDER form)
Order
form must be faxed 416-784-9193 or emailed to
info@coolhockey.com
Phone/Web
Order:
If you do not have an ebay auction # or order # and
would like to just purchase through the phone/web
without having to go through a checkout or auction.
- Paypal (www.paypal.com)
Once you let us know what item you want we can send you
a invoice directly to your paypal account.
- Credit Card by Order Form
(Click here to download ORDER form)
Order
form must be faxed 416-784-9193 or emailed to
info@coolhockey.com
*NOTE: You will need ADOBE ACROBAT READER in
order to open and view the order form. Adobe Acrobat
Reader is free software and can be downloaded fast and
free by clicking the button below:
What is the cut off date
for guaranteed Christmas delivery?
The very last day
we guarantee delivery for you to receive the item before
Christmas is, December 3rd around Noon EST. Please note
that once the item is shipped and out of our warehouse
we have no control over delivery. We will ship all
orders received before December 3rd with enough time for
the order to arrive before Christmas. Again we have no
control if the item is held up by customs or improper
information filed by you on your order. In order to
insure a smoother delivery please make sure your
accounts are updated with the correct shipping address
and very importantly please include a contact phone #
that you can be reached at most times in case that
Customs or Courier need to contact you for more
information.
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Returns & Duty/Taxes
Questions |
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Why do Canadian Customers
Pay Taxes?
Since we are a registered business within Canada. We
need to charge sales taxes for any item that is being
delivered within Canada. Please note that taxes are
charged by the "SHIP TO" address and not the "BILL TO"
address.
Example:
If a customer from the United States purchases an item
and wants it delivered to a Canadian address then taxes
must be charged according to that province. The reason
for this is that the item is staying and being sold
within the country therefore sales taxes must still be
charged.
Why is "Courier" giving me a COD
Charge?
In some cases you may be asked to pay a C.O.D (Cash on
delivery) extra charge You may be wondering "if I
paid for shipping already what is this extra charge?"
This charge is normally referred to as import-duty, tax
collection or brokerage fee that the courier has been
asked to collect by the US Government. We have
absolutely no control over this. And this must be paid
on delivery of the package in order to receive it.
Refusing the package will get it returned back to sender
in which this charge may be sent to us (Silver
Crystal Sports) that we will not cover, and this
cost will be added to your account.
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You can
either get us to send the package again in which you
will have to pay again for shipping plus (+) any
duty, taxes, brokerage fees charged to us by refusal
of the package.
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If you
decide to get a refund for this order and do not
wish for us to ship it again then we will be
refunding you the amount of your order minus (-) the
shipping charges and minus (-) any extra fee's.
*Please Note: That
there is no refund or exchange on
customized/personalized jerseys. If a package is
returned back to us we will contact you to let you know
that we need to send the jersey again and you will need
to pay for shipping costs. The item will sit in our
warehouse until shipping costs are paid for again and we
will ship the order out again.
Why did someone contact
me from US Government asking for information?
There have been some cases where our customers are being
contacted by someone from Customs (US Government). We do
not agree with what they are doing and feel it is bad
practice as they are asking for personal sensitive
information over the phone. This is legit and in fact
Customs (US Government) calling requesting for this
information as there may be a Duty, Tax, Brokerage fee
attached to your order in which they want to make sure
that this item gets paid. Refusal of this information
will result in the package being held up at the border
and returned to sender.
If you want more
information regarding this please contact the following:
UPS Customer Service:
1-800-PICK-UPS (742-5877)
US Customs:
Contacts:
http://www.cbp.gov/xp/cgov/toolbox/contacts/
Home Page:
http://www.cbp.gov/
How do I return my order?
(Incorrect Sizing or Error on your order)
We only accept returned orders under the following
circumstances.
- The jersey is damaged, either manufacturer defect,
damaged during the customization process or damaged
during shipping.
- We shipped the incorrect jersey.
- We shipped wrong size.
- There is an error on the customization of a jersey.
- The order is not complete.
In order to put a return claim, you need to contact us
at
info@coolhockey.com with the return reason. We will
then issue you a RETURN AUTHORIZATION #
RETURN PROCESS:
(Step:1) Once you have been issued a return
authorization # you can ship the package back to
address:
Silver Crystal Sports
1141 Roselawn Ave.
Toronto, Ontario
M6B 1C5
Canada
Use
standard delivery service we do not cover the cost of
overnight or express returns. Also Include a copy of the
original receipt from the post office for us to credit
you the return shipping amount when we receive
your
order.
(Step:2) On
the outside of the package in large print please write
RA#
xxxxxx
also
please include a copy of this # on the inside of the
package in case it does get covered by shipping labels.
(Step:3) *Very
Important: If this item is being sent from anywhere
outside of Canada you must include in large print on the
outside of the package:
“CANADIAN GOODS FOR RETURN”
Failure to do so may result in charges such as duty,
taxes when this item crosses the border back to us. We
do not cover this cost if failed to include this on the
outside of the package in which this cost will be
charged back to you.
Once we receive the
return jersey we
will
begin processing the return.
My order was returned
back to sender?
If
you checked tracking and you notice the tracking details
state "returned to sender" or you have been alerted by
us that your order has been returned:
- There could have been an error with the shipping
details such as an incomplete address and the courier
could not make the deliver attempt
- The courier tried to make 3 delivery attempts and
nobody was home to accept the package and/or the courier
was never contacted by you with an alternative address.
Once the courier makes a delivery attempt a "notice of
delivery" sticky note is left at the door. Please
contact the courier immediately to arrange a better
shipping time that works around your schedule.
- The item was refused on delivery. If you refuse the
item upon delivery then it will be returned back to us.
If the item has a C.O.D charge please
click here for more info.
- The item was held up at customs. Customs (US
Government) needs to collect more information from you
in order to proceed with the delivery. If they cannot
get a hold of you they will eventually return the
package back to us. Please make sure that all your
shipping details are up to date, it is always
recommended to include a contact phone # on your order
details.
Why am I being
charged Duty Taxes or Brokerage fee's?
Import-Duty, Taxes and Brokerage fee's may be
charged on packages crossing the border to the United
States. This is a hit or miss with the US customs and
some packages are being stopped and inspected. When a
package is stopped and Inspected it is almost guaranteed
to get a import-duty and/or tax and/or brokerage fee.
This fee is
inevitable, and despite rumors you may have heard of
"marking a low value fee" on the outside of the package
does not work and is illegal.
For more information on Brokerage fee's please read the
UPS site:
http://www.ups.com/content/us/en/resources/advisor/customs/index.html?WT.svl=SubNav
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Shipping/Status
Questions |
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When will I receive my
jersey?
Shipping times are normally 3-5 Business days for
anywhere in Canada and the continental United States.
Delivery times vary to other countries shipped outside
Canada and United States. Estimated delivery time for
International orders is 5-7 Business days.
*NOTE:
If you ordered a customized jersey shipping times are
calculated once the jersey's customization is completed.
Please click here for
customization details.
Blank Jerseys or Orders that do
not need customization:
Canada:
1-2 Business Days for Handling + 3-5 Business
days for Shipping.
United States:
1-2 Business Days for Handling + 3-5 Business
days for Shipping.
International
(Includes Alaska, Hawaii, Puerto Rico, Canadian
Territories):
1-2
Business Days for Handling + 5-7 Business days
for Shipping.
Customized Orders:
Canada:
10 Business days for production + 3-5 Business days
for Shipping.
United States:
10 Business days for production + 3-5 Business days
for Shipping.
International
(Includes Alaska, Hawaii, Puerto Rico, Canadian
Territories):
10
Business days for production + 5-7 Business days for
Shipping.
Do you offer overnight or
express delivery?
Yes we do offer express delivery (Overnight). The charge
for overnight delivery is total shipping costs of $45.
Overnight delivery is only advantageous to blank jerseys
or orders that do not need customized and and ready to
ship once ordered. Please note that there can be a 1
Business day handling time for administration and
processing.
For jerseys or orders that are to be customized, please
note that by upgrading your shipping service does not
get the jersey completed quicker. The 10 business day
customization still applies to the order and once the
order is complete then the item will be shipped from our
warehouse with overnight delivery. It is really
advantageous to get overnight delivery with the RUSH
ORDER SERVICE for customized orders.
Please click here to read about our
RUSH ORDER SERVICE.
*NOTE:
Once the order is shipped from our warehouse we have
no control over delivery, the couriers we use are very
reliable and 99% of the time can get the package
delivered by the next day. Due to the nature of the
business and items being shipped over borders there is a
possibility of some complications. We are not held
responsible once the item leaves our warehouse.
Which countries do you
ship to?
We offer worldwide shipping services! We ship to
anywhere on this globe that a courier can get to.
Click here for estimate
delivery times.
Which couriers, shipping
methods do you use?
We use the following couriers:
UPS (www.ups.com):
United States - Standard and Express Deliveries.
CANPAR (www.canpar.ca):
Canada - Standard and Express Deliveries.
CANADA POST (www.canadapost.ca):
International: Any Orders outside of Canada and
United States.
United States: Any orders shipping to a PO BOX
Canada: Any orders shipping to a PO BOX
Tracking # and tracking your
order online
We ship all our packages with Insurance and Tracking #.
Once the item is shipped you will be given a tracking #
in which you can track online:
UPS - www.ups.com
CANPAR -
www.canpar.ca
CANADA
POST -
www.canadapost.ca
We update
all our systems with the tracking details. You are
normally emailed automatically once the item is shipped
and we have updated our tracking details for that order. |
