Frequently Asked Questions - Ordering

You can contact HockeyMonkey at 888.286.6169 or 951.271.4159 during the hours of 6:30am - 6pm PST Monday through Friday, and 9am - 5pm PST on Saturday [excluding holidays]. Alternatively, you can send your inquiries via fax [951.271.4153] or email [info@hockeymonkey.com].

Ground orders take approximately 24-48 hours to process before they are shipped. This may vary depending on the time the order was placed [for example after hours], order verification, etc. If there is a significant delay you will be contacted via phone and/or email.

We accept Optima cards, Visa, Master Card, American Express, Discover credit cards and United States Postal Service Money Orders. To place an order for payment by USPS Money Order, please call customer service to place your order.

Sorry, We are unable to accept Gift Cards from major credit cards vendors (Visa, Master Card, American Express, Discover, etc.)

After your order is placed you will receive an order confirmation. Once your order has been packaged you will receive a notification from UPS Quantum View. This e-mail will contain tracking numbers allowing you to view the up to date status of your order.

Hockeymonkey.com currently accepts credit & debit cards from your area, so if it is more convenient, you may place an order by phone, email or fax. If you are placing your order by email or fax please include the following information:

a) Full Item Description with Size/Color/Quantity/Hand/Flex/Pattern (as applicable).

b) Full Billing Name, Billing Street Address, Billing City, Billing State/Territory, Billing Zip/Postal Code, Billing Contact Phone Number

c) Full Shipping Name, Shipping Street Address, Shipping City, Shipping State/Territory, Shipping Zip/Postal Code, Shipping Contact Phone Number

d) Desired Shipping Method
Delivery method for orders shipped to HI or AK - 2nd Day Air for HI & AK
Delivery method for orders shipped to Military Personnel - USPS
Delivery method for orders shipped to Canada - UPS Ground for Canada
Delivery method for all other International Orders - Worldwide Express

e) Contact E-Mail Address

f) Credit Card Number & Expiration Date

g) Card ID Number
AmEx: 4 Digit, non-embossed number printed above your account number on the face of your card.
Visa/MasterCard/Discover: 3 Digit, non-embossed number on the signature panel on the back of your card.

Please Note: That the CUSTOMER is responsible for all customs, duties and taxes of home country on all international orders. When delivered, the delivery person may require an additional payment or you may be billed. This is amount due is the duties and/or customs brokerage fee...this is not a shipping charge. Please check your local rules and regulations prior to ordering for the amount of these charges.

If your Credit/Debit Card has been declined, this could be for many different reasons. These are usually the five most common:

1) The expiration date originally submitted is incorrect.
2) The daily limit for the credit/debit card has been exceeded.
3) There are not enough funds in the account to cover the cost of the order.
4) The bank may have placed a block on the card for internet orders, as a safety precaution.
5) The card in use has not yet been activated.

The card issuer does not tell us the reason why the card has been declined, as divulging such personal information is unethical and illegal. Please contact your financial institution to find out why the card cannot be processed.

Occasionally we offer our customers the opportunity to pre-order products due to their limited availability and/or popularity. By placing a pre-order, you will be among the first to receive the latest items. When you place a pre-order, either over the phone or through the website, your order is placed on hold until the product arrives at our warehouse.

Pre-Order Skates: Your credit/debit card will be charged once the product is received at the warehouse.

Pre-Order Sticks: Your credit/debit card is charged when you place the order.

Your order may be cancelled up until your credit card is charged, but not after. Delivery dates are estimates only and may be subject to change without notice. Estimates that we provide are based on the delivery dates the manufacture provides to us. Complications such as logistics, production delays and product shortages may arise. These factors are outside of our control. Please check the product you are interested in for the most recent delivery estimate. There is no additional fee for placing a pre-order.

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