Groupe Hockey - F.A.Q.

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Below are the most frequently asked questions by our customers.

Do you carry everything I need for my store or pro shop?

I don't have a store but an online business. Can I purchase from you?

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

As a new account, do I have a minimum to purchase on my initial order ?

Do I have to pay my own freight and what does it cost?

How do I pay for my orders?

How long does it take to get my order processed?

Can I purchase everything from all the manufacturers?

I am interested in team jerseys. Do you do team jerseys and how long does it take?

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

Can you call the manufacturer to see if they have certain products in stock?

I am just starting out and need some help with my initial order. Can you help me?

Are your prices in Canadian dollars?

Do I have minimum purchases throughout the year to keep my account open?

What about the warranty on one piece products. How does that work?

There are products that you don't carry. Why don't you carry everything?

There are no pictures of your products on your website. Why?

How to print a version of your online booking result sheet ?

Registration

	Question :	Do you carry everything I need for my store or pro shop?
	Answer :	Yes. We are a one stop shop Canadian distributor and can supply all of your needs. We carry tape; laces; accessories; skates; equipment; goalie equipment; one piece sticks; wood sticks; shafts and blades; hockey jerseys and socks; dri-fit undergarments and much much more. top

	Question :	I don't have a store but an online business. Can I purchase from you?
	Answer :	No, we do not sell to online businesses and promotional companies. top

	Question :	Do I have a minimum order to place when purchasing from you?
	Answer :	Yes. Your minimum order must be $50.00. On your initial order, you must purchase a minimum of $1,000.00. We are selling to retailers and not to the general public. top

	Question :	As a new account, do I have a minimum to purchase on my initial order ?
	Answer :	Yes, you must purchase a minimum of $1,000.00 on your first order. We are selling to retailers and not to the general public. top

	Question :	Do I have to pay my own freight and what does it cost?
	Answer :	Yes. Freight charges are your responsibility and are added to your invoice. UPS is our freight company. Freight is calculated by weight or by cubic weight. The normal freight charges represent anywhere from 3 – 6% of your total bill which is standard in this industry. There are exceptions: cubic weight is charged when a specific box weighs less than what that sized box should have weighed. The freight charge is a bit higher in this instance. Also, it costs basically the same to send one hockey stick or 12 hockey sticks. Sticks surpass the normal length and have a surcharge of $5.00 per bundle. It is never a good idea to order just one stick. There may also be certain duties or customs fees to pay depending upon quotas from certain companies. UPS does not deliver to P.O. boxes but only civic addresses so please avoid those. top

	Question :	How do I pay for my orders?
	Answer :	Groupe Hockey accepts Visa and Mastercard as forms of payment. Credit cards are the easiest as your transactions will be processed much faster with a credit card on file. We do NOT accept American Express. Only products being shipped to you will be charged to your card and not backorders. Should you have a placed a $800.00 order and we ship $500.00, this is the amount that will be charged. The balance will be charged to your card as your backorders arrive. For larger orders, our banking information can be forwarded to you for bank transfers. top

	Question :	How long does it take to get my order processed?
	Answer :	Most orders can be processed within 48 hours. Should there be backorders, we usually receive them within 5 – 7 working days from our suppliers and then forward them on to you. There can be delays depending on availability of certain products. We can not call the manufacturer each time a product is backordered. The best thing to do is to place the order. We receive confirmation within 24 hours of placing orders from our suppliers. It they have it in stock, we will receive it within the normal 5 – 7 days. If not, we will be given a date of expected shipment or a code: N/A..not available; S/O…sold out. This information will be transferred to you giving you the opportunity to cancel or wait for the expected date of arrival or your products. top

	Question :	Can I purchase everything from all the manufacturers?
	Answer :	Not all products are made available for distribution. Most of the time it is limited to high end; pro goalie; top of the line skates. These products are usually available to platinum type accounts that purchase large volumes in those high end products. If you do not see the product on our website, it is not available for distribution. The majority of products available for distribution are available to us and are stocked here in our warehouse. top

	Question :	I am interested in team jerseys. Do you do team jerseys and how long does it take?
	Answer :	Yes. We do CCM jerseys with all NHL team styles available; Team Canada jerseys and all other custom type jerseys you may need. We can do your team logo; get your jerseys crested with tackle twill numbers or vinflex heat sealed numbers with several colours to choose from. This service takes at least a couple of weeks to complete and may be longer depending on availability of your jerseys and our screen printer. Delivery of customized jerseys also depends on time of year they are ordered. Most all teams want and need their jerseys for the start of the season and order them a week or so before the date they need them. Our suggestion is to work as early as possible to give all parties the time needed to complete your order. top

	Question :	Can I send products back? What is your return policy?
	Answer :	Products may be returned with an authorization from Groupe Hockey. All returns are at your expense and must be approved by Groupe Hockey. Should we make an error in shipment, product may be returned at our expense. Returns, after approved, are subject to a 15% re-stocking fee. Products may not be returned because they did not sell. Other than an error, once you have purchased a product it belongs to you. top

	Question :	Can you call the manufacturer to see if they have certain products in stock?
	Answer :	No, we can not call each supplier to see if certain products are in stock. We have too many accounts and also inventories change hourly. Our suggestion is to place the order and within 24 hours we will receive confirmation from our suppliers as to the status of your products. You will then be informed permitting you to cancel your order if necessary. top

	Question :	I am just starting out and need some help with my initial order. Can you help me?
	Answer :	Yes. Our staff has over 100 years of combined experience in this domain. We can work within your budget and help you put your entire order together to get you started. top

	Question :	Are your prices in Canadian dollars?
	Answer :	All of our pricing are in Canadian funds. top

	Question :	Do I have minimum purchases throughout the year to keep my account open?
	Answer :	Yes. As a retailer, you must purchase a minimum of $2,500.00 yearly to keep your account open with Groupe Hockey. top

	Question :	What about the warranty on one piece products. How does that work?
	Answer :	All composite sticks, shafts and blades carry a 30 day warranty with a one time replacement. Warranty phone numbers are provided for your convenience on our PDF price list. All returns to the manufacturers are done by your accounts. They are to call the number and follow the prompts. top

	Question :	There are products that you don't carry. Why don't you carry everything?
	Answer :	We have been ordering products for many years. All of the products purchased and carried in inventory have gone through a selection process. Ninety-five percent of products carried here are products sold on a regular basis no matter where your store or shop might be located. It is impossible to carry all products offered by the manufacturers. Verify our inventories online and suggest stocked items to your accounts to speed up the process in receiving orders. top

	Question :	There are no pictures of your products on your website. Why?
	Answer :	Products change frequently and are being introduced throughout the hockey season. It is an ongoing job just to keep images updated. There are no images on our website. However, when clicking on a supplier listed on our home page, a link will bring you directly to their site. You can browse extensively on these sites as most of them are extremely detailed and multi-dimensional. All product images can be found on our suppliers’ websites. top

	Question :	How to print a version of your online booking result sheet ?
	Answer :	Please follow this link for a complete answer. top

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