Frequently Asked Questions 

List of the most frequently asked questions by our customers at Quad Brothers Hockey : 

 

Question: Do I have a minimum order amount to place when purchasing from you?

Answer: No. There are no minimums at Quad Brothers Hockey. But you are responsible for your freight costs so sometimes it makes sense to group items together before shipments.

 

Question: Do I have to pay my own freight costs?  If so, how does that work and what does it cost?

Answer: Yes. Freight costs are your responsibility and are added to your invoice.  UPS is our freight company. However, you are free to use your own freight company should you wish. i.e. Purolator, Dicom, FedEx, Can Par or even Canada Post. Normal freight charges represent from 4 – 7% of your total bill which is quite standard. There are exceptions though. Shipping sticks require an oversized stick box which is a surcharge of $5.00. A large box with 3-4 hockey pants will be charged a cubic weight price as the large box is quite light. There may be duties or customs charges following shipments to you that are your responsibility as well. If any they are usually quite minimal. Remember too that UPS does not deliver to postal boxes. There is also an additional $3.50 CAD charge for residential deliveries.

 

Question: How do I pay for my orders?

Answer: Quad Brothers Hockey accepts e-transfer ONLY as form of payment. You will only be charged for what is shipped on your invoice and nothing else. Payment is to be received in FULL before your order will be placed.

 

Question: Am I able to do custom gloves orders with custom colors?

Answer: Yes, Warrior is our only customizable glove. Pro gloves include embroidered team name (glove cuff), embroidered team logo (glove thumb), and embroidered jersey number (if wanted). Team gloves include embroidered team name (glove cuff) only. After customer image of glove is approved, production time is 8-10 weeks

 

Question: How long does it take to get my order processed?

Answer: Most orders can be processed within 24-48 hours depending on the time of year. Should there be back orders they are usually received within 5 – 7 days. There can be longer days from the manufacturers depending on the product ordered, but we try and get our orders out as fast as we can.

   

Question: I am interested in Team Jerseys and apparel.  Do you offer this and how does it work?

Answer:  Yes, we do and we have access to Bauer, CCM and GameWear apparel.  Our embroidery department offers, embroidery, tackle twill, perma twill, thermo film, sublimation, screen printing, helmet stickers, name bars and much more. A vector file will be required and delay times depend on what time of year you are ordering your team apparel.

 

Question: Can I send products back?  What is your return policy?

Answer: Products may be returned with our authorization only. All returns are at your expense and must be approved by Quad Brothers Hockey. Should we make an error in your shipment, products can be returned at our expense. Returns, after our approval, are subject to a 15% restocking fee. Once a product is purchased it belongs to you.

  

Question: Are your prices in Canadian funds?

Answer: Yes, all of our prices are in Canadian funds.

 

Question: What about warranty on one-piece sticks or skate blades. How does that work?

Answer:  All composite sticks and shafts carry a 30-day warranty with a one-time replacement. Warranty phone numbers are provided on each specific company website for your convenience. You are to return the products at your expense. You are to call the number and follow the prompts.

 

Question: I see there are products that you don’t carry. Why don’t you carry everything?

Answer: All products purchased and carried have gone though a selection process. Ninety-five percent of products carried here are products sold on a regular basis no matter where you’re located. It is impossible to carry all products offered to us by the manufacturers.  We ask that if you are interested in a product that is not on our website, please contact us and we will do what we can to order it in for you.