FAQ

Orders can be placed through our website (brownhockey.com). A typical order looks like this:

1. Submit your order request through brownhockey.com.
2. We send a shipping quote and a secure payment link, within 12-24 hours. Please check your spam/junk or reach out if you haven't heard from us.
3. Payment is received.
4. Measurements are reviewed and appropriate cut sizes determined for your unique body.
5. We make your order with love in Collingwood, Canada; cut, sew, embroider and assemble.
6. Photos and shipment tracking is sent to your email.

We usually reply to all order requests and emails within 24 hours. If you haven't heard from us, it's probably because our emails are going to your spam/junk folder. Your business is important to us, please reach out. When we send emails to @hotmail accounts they are often delayed or sent directly to spam/junk.

No. We manufacture almost all equipment when you place an order. Unlike other brands, we don't keep stock for most items, so there isn't equipment sitting around that we are trying to clear out for new items. Everything is always new and is made for you.

Lead time refers to how long it takes us to process a custom order, from the moment we receive payment to shipping pickup. Stock products can usually be prepared within 24 hours (during business hours), unless we are currently manufacturing more stock.

Not really. We manufacture equipment only when needed, so you get tailored equipment at the same cost as retail. If you choose custom features during the order process, the additional cost for the those items is based on materials and time to make.

Custom colours at first glance appear like an option that should be free, but there are a number of hidden manufacturing and logistical costs.

The biggest reason we charge for custom colours is because of the extra time it takes to plan, cut and sew. Custom colours require arranging cut patterns in blocks that are unique for your order, frequently changing thread colours (both top and bottom bobbins), frequently changing binding, checking the colour diagrams, etc.

Custom colour orders typically waste more material; wasted thread from frequent bobbin changes, wasted binding from frequent binding changes, wasted nylon and leather from inefficient nesting of cut blocks.

The another reason custom colours is extra is because it costs more money to keep various different colour rolls in stock. Small batches of unique colours cost more per yard and often those material orders have cut fees from vendors. Purchasing large rolls is more cost effective per yard, but runs the risk of not being a popular colour.

There are a lot of reasons why custom colours cost more. We are working hard to minimize the custom colour fees that are within our control. We appreciate everyone who pays extra for custom colours.

Returns are not accepted on custom orders. We custom make equipment for your unique measurements and the features you selected. If you do not like something about the custom equipment you ordered, please reach out and we can discuss alterations and additional costs, if necessary.

If you recently ordered your equipment from us, within 30 days, and something is not to your liking, please contact us and describe your challenge. We want you to be happy with your new gear, and we will try to resolve your challenge as best as we can.

Alterations and shipping costs can be expensive, therefore we take extra care at each step of the order process to make sure everything is correct, from measurements to final colours.

If alterations are required, we will provide a cost break-down and payment instructions.

No. I'm very sorry, we do not modify existing equipment.

Often goalies will see a new feature and want us to add it to their existing equipment, unfortunately we do not modify existing equipment. New features are limited to new equipment only.

If there is a manufacturing defect within the first year of use, please contact us, and we will figure out a way to fix the problem. We do not repair older equipment.

Some replacement parts are available, such as a bag zippers, buckles, claps, etc. Check out our accessories for replacement parts. If something isn't listed, just ask.

We do not rejuvenate old equipment. There are number of tutorials on the internet that show you how to reinvigorate tired leather, clean puck marks from your gear, remove stains, etc. We do not offer these services. Please make sure you do your due diligence before trying any of the recommended solutions on the internet, as some are dangerous to certain materials.

We accept E-Transfer, Visa, Mastercard, American Express, Apple Pay, and Google Pay.

We are a Canadian company and all prices are in Canadian Dollars (CAD). Your payment method will be charged in Canadian Dollars (CAD).

Your payment method will be charged in Canadian Dollars (CAD). If your payment method currency is not CAD then your bank, credit card, or the payment processor will handle the currency conversion. We do not know the rate, and have no control over this.

We ship to all countries.

The delivery period is composed of two parts: manufacturing and shipping duration. All products are made to order. On average most orders are made within 3 weeks, some orders take less time, and others more depending on order complexity and factory load.

Shipping duration depends on what shipping speed you choose during checkout. For North American orders, the average duration is 1 to 2 weeks. For International orders, the duration varies widely from 2 weeks to 8 weeks depending on type of shipping and customs clearance.

Shipping duration may vary depending on the time of the year, eg. holidays.

For all orders we provide a tracking number. For International orders, we sometimes use multiple couriers, and will provide a tracking number for each part of the journey.

We use UPS, Canada Post, Polar, Canpar and DHL. Depending on your location and whether you are receiving the order at a residential or business address we select the appropriate courier. We always try to select the cheapest shipping option with reasonable delivery times.

We ship most items in discrete cardboard boxes. For accessories, we ship them in the smallest available package possible.

We try to minimize the number of boxes, but it depends on the size of each item, and your country. For large items, such as goal pads, those might be the only item that can fit in a box. Sometimes it is more cost effective to ship multiple items separately.

If multiple boxes are required, we will send you tracking information for each box.

For international shipments we try to provide an estimate of the import taxes for your country. You can pay the estimated taxes before we ship your order or when you receive the parcel. Paying the taxes before the order is shipped can save time in customs and extra handling fees. We will provide shipping quotes and estimated taxes, so you can make an informed decision.

For USA orders, anything under $1000CAD is usually tax free. Over $1000CAD there is approximately a 4% tax fee.

Our shipping labels are one-way only. Shipping is very expensive and we do not provide a return shipping label. If you are approved for equipment return, it is your responsibility to purchase a shipping label and box to send the gear back. If you are sending your gear back due to a manufacturing defect we will provide a shipping label.

All returns must be approved by a Brown Hockey representative following a phone or video call. Non-approved returns will not be accepted. All returns must be accompanied by the original receipt.

Any equipment that has been used will not be accepted for return, no matter what the duration or type of use. Handling and shipping charges will be paid for by the customer. Any returns will be accompanied by a 10% re-stocking fee.

Returns are not accepted on custom orders. We custom make equipment for your unique measurements and the features you selected. If you do not like something about the custom equipment you ordered, please reach out and we can discuss alterations and additional costs, if necessary.

Is your return approved by a Brown Hockey representative? If not, do not proceed.

1. Purchase a shipping label from any Canadian shipping carrier, whatever is most convenient for you.
2. Send to:
   Brown Hockey
   ATTN: Returns
   864 Hurontario Street, Unit 2
   Collingwood, Ontario, Canada
   L9Y 0G7

Is your return approved by a Brown Hockey representative? If not, do not proceed. It's very important that you follow these instructions closely, otherwise there will be additional duties/import fees.

1. Print the "Commercial Invoice" you received from Brown Hockey, when you were approved for the return. The "Commercial Invoice" includes a date when the goods were exported from Canada, and is different from the invoice you received when you first purchased your goods from Brown Hockey. You must include the "Commercial Invoice" on the front of the box for easy access by border agents (place in a plastic sleeve for protection).
2. You must complete a Customs Declaration form (CP72) when shipping to Canada, and place it on the front of the box. This form can be picked up at your local USPS office, or it can be filled out online (https://cfo.usps.com/). You should match the description and cost of goods as close as possible to what is listed on the "Commercial Invoice", eg. HOCKEY PANTS. The contents should be marked "Returned Goods".
3. When purchasing your return postage, it is recommend that you insure the shipment.
4. Send to:
   Brown Hockey
   ATTN: Returns
   864 Hurontario Street, Unit 2
   Collingwood, Ontario, Canada
   L9Y 0G7

Is your return approved by a Brown Hockey representative? If not, do not proceed. It's very important that you follow these instructions closely, otherwise there will be additional duties/import fees.

1. Print the "Commercial Invoice" you received from Brown Hockey, when you were approved for the return. The "Commercial Invoice" includes a date when the goods were exported from Canada, and is different from the invoice you received when you first purchased your goods from Brown Hockey. You must include the "Commercial Invoice" on the front of the box for easy access by border agents (place in a plastic sleeve for protection).
2. You must complete a Customs Declaration form (CN23) when shipping to Canada, and place it on the front of the box. This form can be picked up at your local post office, or it can be filled out online through most carriers. You should match the description and cost of goods as close as possible to what is listed on the "Commercial Invoice", eg. HOCKEY PANTS. The contents should be marked "Returned Goods".
3. When purchasing your return postage, it is recommend that you insure the shipment.
4. Send to:
   Brown Hockey
   ATTN: Returns
   864 Hurontario Street, Unit 2
   Collingwood, Ontario, Canada
   L9Y 0G7