Return Policy
Professional players and coaches design and select most of the products we sell, so we honestly believe that you will be very pleased with the products and services we provide. We understand, that occasionally you may have to return something to us for a variety of reasons; to make this process easier, we have a simple return and exchange policy.
How do I return my order?
Please use the information on this page to proceed with the return of your product. After reading these instructions, if you have any questions or concerns, please don't hesitate to contact us at sales@gokeeper.ca and we will get back to you within no more than 3 days.
When will I get my refund?
Refunds are processed within 14-30 days. GoKeeper's quality assurance team will inspect all returned products to make sure that they meet the requirements of our Return Policy. After that, it will take 1-5 days to make the refund to your payment account. Some banks and/or credit card providers may take a longer to apply the credit to your personal account.
Can I exchange a product?
Unfortunately, we do not exchange products. Though, you can return unwanted items for a refund, and then place a new order. Refunds are subject to the conditions of our Return Policy and are not available for personalized and/or customized items (e.g. uniforms).
What should I do if my product arrives damaged or defective, or isn’t what I ordered?
Please return the product as per the return process instructions below. If you require further assistance, please contact GoKeeper's Customer Services at sales@gokeeper.ca.
Will you refund my shipping/delivery cost if I return my order?
Unfortunately, we do not refund shipping or delivery costs. If you wish to return your product, you will be responsible for paying all shipping costs related to the purchase and the return of your product. However, if we sent you the wrong product or a product with a default, we will cover shipping fees provided that you follow the our Return Policy and the returning instructions provided by our Customer Service Team.
Return Policy
Within 10 days from the date of purchase we will happily refund your order, provided the following criteria are met.
- The product must be in original, brand-new condition, showing no sign of wear, or use of any kind.
- Almost all items that have been worn outside (especially gloves) will show signs of wear and will no longer be in original condition.
- If the item arrived as a set, such as a uniform, all parts of the set must be returned.
- The original tag, plastic wrapping, box, etc. that arrived with the order must be returned as well.
Please do not attempt to return your products if they don't qualify for a return. If you attempt to return an item that does not meet the criteria for a return, we will not be able to process your return and will not ship the items back to you.
If all the preceding conditions for a return are met, please use this information to complete your return.
Return Process
- Please contact us via email at sales@gokeeper.ca within 10 days from the date of the purchase to start the return procedure.
- You will receive a Return Authorization Number to confirm your return request and instructions on how to proceed with the return such as shipping instructions.
- Clearly mark your return with the following information:
- Clearly show your Return Authorization Number on the outside of the box/package and ship via courier or insured registered mail.
- Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in the mail. All refunds will be for merchandise only; we cannot refund shipping costs. If we sent you the wrong item, we will cover the cost of return and replacement shipping.
- Other: GoKeeper cannot refund products that are obtained from a source other than GoKeeper.ca.