Shipping/Status Questions

What is the difference between Classic and the New RBK?

  
The NHL introduced new jerseys for the 2007-2008 season for all NHL teams. These jerseys are now called the RBK Premier (replica) and RBK EDGE Authentic.

Reebook/CCM have now discontinued and stopped manufacturing all of the Away and Third jerseys for all NHL teams used before and up to the 2006-2007 season. The Away and Third jerseys will now become very hard jerseys to find and get. These are now referred to as the "CLASSIC" jerseys. Reebok/CCM will be and are still manufacturing the Home (Dark) jerseys from the 2006-2007 season these jerseys are considered the "third/alternate" jersey for the 2007-2008 season and on and are called the CLASSIC jersey.

 


 

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 of each layer. We then take these numbers and letters and stitch it 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 a 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!

*Our Professionally zig-zag stitched full layered tackle twill customization




*Competition cheap screen printed numbers, heat pressed onto jersey.





 


 

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 turn around 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 this customization, which can take 4-10 weeks! plus shipping times.

Since our customization orders take roughly 10 business days to complete the item still needs to be shipped. Shipping times are estimated 3-5 business days to anywhere in Canada and the continental United States.

We offer customization RUSH ORDER Services and Express Delivery.

*Please note: That 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 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. For the new RBK jerseys we recommend purchasing the same size you may have worn in the CCM Classic or Vintage jerseys, despite any rumors you may have heard of going 1 size larger. The new RBK jerseys do have a more fitted feel however it is not a big change.


 

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 what customization details once you send payment for us to 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: PLAYERNAME
Number: #00
Captain C/A:
Captain C or Alternate A
Patches: ex: 2007 Stanley Cup Patch
(Please note patches are extra $25)


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: PLAYERNAME
Number: #00
Captain C/A:
Captain C or Alternate A
Patches: ex: 2007 Stanley Cup Patch
(Please note patches are extra $25)
 


 

Order/Payment Questions


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 $168. Shipping costs to the Continental United States is $18. Your total order for US residents is:
$168 + $18  TOTAL: $186


*Example Canadian Residents:







Jersey cost for this order is $168. Shipping costs to anywhere in Canada is $15. Sales taxes apply to Canadian residents. For example if you live in Ontario then your sales tax is 14%. Sales tax is calculated on item cost + shipping then taxes. This total amount for an Ontario resident for this order would be:
$168 + $15 = $183 + 14%. TOTAL: $
208.62
 



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 - $18 (United States) or $15 (Canada)
Each additional item is only - $2

Example:
(If you live in the United States and purchase 3 jerseys)

1st Item full price:
$18
2nd Item:
$2
3rd Item:
$2

Total Shipping costs for these 3 items is $18+2+2 = TOTAL: $22
 



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.

 

Returns & Duty/Taxes Questions


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.

  • 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.
     

  • 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

 

Shipping/Status Questions


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.