Want to view or change your order? My Account lets
you check the status of an order, track your package, edit your personal information,
print receipts and more.
We care about your order just as much as you do, that’s why we will email you
every step of the way so your new stick makes it to your door as quickly as possible.
The first e-mail indicates that your order has been received. This assures you
that we are aware you have placed an order and that the order is in the processing
The second e-mail indicates that your order has been processed. This tells you
that we have matched up merchandise with your order. In the unusual case that an
item is backordered because we are awaiting merchandise from the manufacturer, we
will email you and let you know the expected date of availability.
Finally, you will receive a third e-mail confirming that your order has shipped.
This e-mail contains a link that will take you directly to the carrier's website
for the purpose of tracking your shipment.
Most orders will be shipped complete within 24 hours, frequently on the same business
day the order was placed. Please note that carriers do not ordinarily pick up or
deliver on Saturdays or Sundays, though we will still be here working to get your
order to you as quickly as possible.
You can always check your order status on-line by going to My Account and clicking on "View Order."
Dangle, snipe, celly. Hockey has enough words to learn without memorizing order status
Backordered: Backordered items are only temporarily out of stock. We will
notify you via email of any backordered items in your order with an estimated date
of their arrival back in stock. As soon as they arrive, we will ship any backordered
items via ground shipping with no additional shipping and handling fees. You won’t
be charged for these items until we send them out. The rest of your order will be
shipped and charged as usual.
No Longer Available: If the item you ordered is no longer available, this
means we will not have it back in stock in the foreseeable future, usually because
the manufacturer no longer makes it. We will notify you if any part of your order
is or becomes no longer available. If this is the case, please call 866.929.6699
so we replace the product or modify your order.
Everyone has a past — sometimes it’s just difficult to remember. To see
what you purchased last season, or even last week, simply go to
My Account and you can view your entire account history. You can also use your
Order History to print a receipt in case you want to return or exchange a product
within 90 days of purchase.
Have you grown six inches since you placed your order? Fell in love with a different
stick? Just can’t seem to make up your mind about which helmet to order? We
understand. Call us at 866.929.6699 so we can update your order. Keep in mind, once
our shippers get a hold of your order, its coming your way, so make sure you call
before you get the third email saying the order has been shipped. You can also email
Total Hockey at firstname.lastname@example.org. Just remember, our shippers
work diligently to get your order to you as soon as possible, so your order may
already be on its way.
Though it’s difficult to imagine, we understand that you might want to cancel
an order. Maybe you want to reorder another size; maybe you got three pairs of skates
for your birthday and simply don’t need a fourth; maybe you want to try it
on in a Total Hockey store — whatever the reason, the easiest way to cancel
your order is to call us at 866.929.6699. You can also click on “Cancel My
Order” under My Account.
No problem. You can print a copy of your receipts for every previous purchase from
your orders in My Account.
How do I change or cancel my order?
Until an order is marked 'Shipped', you can
cancel the order by going to My Account and clicking
'Cancel Order'. If you'd like to change your order please call 800.517.1238. Trying
to change your order online with the 'Edit Order' button will result in the order
being cancelled. You would then need to reorder your items.
the status of my order?
To check on the status of an order log in
to My Account and click on the order you want to check
on. At the top of the order there will be a line providing the current status of
Can I see orders
I made a long time ago?
Of course! Total Hockey provides customers
with access to every order they have placed with us so that they can always go back
and get a reminder of what they've purchased. You can see all your old orders by
logging in to My Account.
I lost my receipt!
What do I do?
No problem. You can print a receipt from
My Account any time. Once you've logged in and selected
the order you want to print, just scroll to the bottom and select "Print Order".
It's that easy!
a "backordered" item?
Backordered items are those that are temporarily
out of stock. If you have other items in your order besides those on backorder we
will ship the available items immediately and ship the backordered items at no extra
cost when they become available. Items are usually on backorder because of the manufacturer.
When will I receive my order?
We make every effort to complete all orders
within 24 hours of the time they were placed. Once an order has "Shipped"
that means it has left our warehouse and the map below indicates the average time
it takes from our warehouse for you to receive your order. We will send you a 'Shipped'
email with your tracking number when UPS takes the packages.
- What about custom orders?
If your order is for a custom item (Cascade helmets, skates, etc.) the order will
be marked as shipped so we can charge for the item. We then order the custom item
from the manufacturer. Once they inform us that they have shipped the item, we will
send you the tracking number assigned to the order. The time it takes for the manufacturer
to complete custom orders varies, and we will email you a more exact time frame
once we have placed the order.