Frequently Asked Questions

SHIPPING

Where do you ship?

We ship worldwide. However, we are not responsible for any taxes or duties which may be charged at the receiving end.

We cannot pay shipping costs for any returns from overseas. These must be paid by you.

I paid for 2-day shipping, why hasn’t my item shipped yet?

The 2-day shipping is provided by UPS. We aim to pick and pack all orders within 24 hours of your order being placed however it is not always possible during high volume times of the year. 2-day shipping means, your order should be delivered two days from the day the order shipped, not 2 days from when the order was placed. We use UPS which does not count the day the order was made as a shipping day. They also do not count weekends as shipping days.

Sometimes circumstances occur with shipments that are out of our control. We are not responsible for shipping issues once it is passed to UPS.

 

Can you ship to my vacation destination?

We will ship to anywhere however, once the item is delivered we are not responsible and we do not accept any liability. Customers ordering and using a hotel for a delivery address accept the risk that once items are delivered they may become lost by the hotel. HFS cannot take any responsibility for any problems that occur when asking for this type of delivery. We will refund, subject to the above, if the product is returned at the customer’s expense.

We are also not responsible if you provide us with the wrong shipping address. If the item is returned to us, you will need to pay the shipping for the item to be returned to you.

I ordered from Canada and I have been charged a broker fee, why?

Unfortunately, this is completely out of our control. This is controlled by Canadian customs and the shipping company. We have no input whatsoever and cannot offer any refund for this. Some shipping companies offer brokerage services which will be a lot cheaper than when an items has shipped.

If you want to calculate the approximate taxes and duties you can use this calculator.

We recommend you speak to a local shipping company and ask for guidance on the best way to ship from the US to Canada to avoid increased brokerage fees.

Canadian customs mandates certain fees due to their internal customs regulations whenever another party is clearing on behalf of the receiver directly.  FedEx and UPS both have similar fees when they advance the payment of duties and taxes directly to Canada Border Services Agency on the client’s behalf.  These are considered part of the duties and taxes fees that are billed directly to the consignee.

For example we have seen clients charged by Canadian customs a $16 customs fee.  Broken down as $11.00 processing fee and a $5 transaction fee + tax (VAT). This is a customary fee that Canadian customs charges and this figure can vary. The minimums are ($11+$5) or 2.5% of the duty and taxes, whichever is greater.

We don’t see this for all shipments so the inconsistency with Canada makes it difficult to explain to repeat clients that are billed on one shipment this fee and not on another.

 

RETURNS

What is your returns policy?

Returns are accepted on unused, unworn, in original box and in perfect condition items if something didn’t work out for you, within 30 days. Customers will not be refunded the cost of shipping they paid, nor the cost of the return shipping if the return is not the fault of HFS. For example, ordering the wrong shoe size or simply don’t like the product. Customers are advised to carefully review the sizing information supplied on the webpages to ensure you order the correct size. HFS will use official adidas conversion charts and not those of anywhere else.

Damaged boxes, missing tags, marked boxes will result in a 15% restocking fee deducted from your refund. Worn shoes will not be refunded as it is an issue of hygiene and the shoes cannot be resold.

 

The shoes/stick I ordered didn’t work out, how do I return them?

You can return them to:

HFS Sport

10975 San Diego Mission Road

San Diego, CA

92108

 

You sent me the wrong size shoe…..

Before contacting us, please check your order carefully. Quite often you will see the men’s size on the box. The men’s size is one size smaller than the women’s size and is displayed in both sizes in the drop down when you purchase the shoe. For example, a men’s 7 is a women’s 8.

Do adidas hockey shoes run true to size?

Typically, adidas hockey shoes run slightly large, but it does depend on the model. We have tried lots of shoes on and tried to put a guide in the product description. 

 

I ordered a stick but have decided I don’t like it, can I return it?

All items returned to us must be returned in brand new condition. Once the plastic has been removed from the stick, it is no longer in new condition and is unsellable.

 

Warranty

What is the warranty period on my stick and shoes?

The warranty period is 6 months from date of purchase and is for manufacturing defects. Please send pictures of the product and your order number to info@hfssport.com so we can assess if the product meets the warranty guidelines.

 

I purchased my stick a year ago but haven’t used it because I was sidelined, but used it for the first time the other day and I think it’s broken, am I covered by your warranty?

Our warranty period is 6 months from date of purchase. This is because carbon fibre does degrade over time without use.

 

Do you have a store?

We are located in sunny San Diego, California. We do not have a store however, we do allow pre-arranged appointments at our warehouse. Please contact us at info@hfssport.com to see if we can arrange a time.