Frequently Asked Questions

• Customer Service
• Gift Services
• Ordering
• Shipping
• Returns and Warranties
• Security and Privacy

Customer Service

What are Kemp's Hockey customer service hours?

Customer Service Hours:
Monday — Friday 9:00am - 8:00 pm EST
Saturday 10:00 am - 5:00 pm EST
Sunday - Closed

Customer Service Phone# 800-223-8571 or 518-785-5297 (outside U.S.)
Customer Service Fax# 518-785-6027

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Gift Services

Does Kemp's Hockey offer Online Gift Certificates?

Yes, they may be purchased from our Online Gift Certificate page.

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Ordering

What options do I have to place an order?

You may place your order online, through our toll free number 800-223-8571 or 518-785-5297 (outside U.S.), fax it to us at 518-785-6027, or mail to: Kemp's Hockey Supply Company, 704 New Loudon Rd., Latham, NY 12110

What methods of payment can I use?

We accept Master Card, Visa, Discovery or American Express Cards, Money Orders, or Kemp's Hockey Gift Certificates. Sorry, we do not accept Personal Checks.

Can I order hockey products that I do not see on your web site?

Yes, if the product is from a company that we regularly order from, and the manufacturer has inventory available for immediate shipment, we will try and accommodate you. Special Orders will be done at our discretion, and must be cost prohibitive.

When will my order be shipped?

All orders received by 3:00 p.m. EST Monday – Friday will be shipped the same business day. Orders received over the weekend will be shipped on the following Monday.

Will I be charged sales tax?

Only if you are shipping your package to New York State. Kemp's Hockey must charge 8.025% sales tax on all packages delivered to New York State.

How can I track my U.P.S. order?

You may track your U.P.S. package by going to our tracking page and entering your 12 digit order number (sent with your email confirmation). Orders will be available for tracking the business day after they have been shipped.

Can I track a FedEx shipment?

Email us info@kempshockey.com the business day following the shipment of your order and we can provide you with the FedEx tracking number. However, FedEx is very reliable and you may refer to the following chart:

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Shipping

What products are included on the Free Ground Shipping on orders over $49.00 deal?

All of the ice and inline hockey skates and equipment on our web site except the following items:

Sticks (Senior/Intermediate Composite and Wood, Goalie), Wheel Bags, and Puck Cases

Sticks Oversize Item Shipping Charges Junior Sticks Excluded
Zones 1, 2, 3, 4* Sticks Purchases Over $124.00 qualify for Free Ground Delivery Sticks Purchases Under $124.00 – $5.95 (1-6 sticks )	Zones 5 & 6* All Sticks – $ 12.95 (1-6 sticks)
Oversize item charges will be added upon receipt of your order. * See U.P.S. zone chart below Shipping Charges on these items will be the above listed charge plus our standard $3.95 handling fee.
UPS approximate shipping time from Latham, New York

There will be a $3.95 handling charge on all orders.
Orders must be shipped within the continental U.S. to qualify.

What shipping methods are used?

U.P.S. Ground within the Continental U.S. (48 states):
Orders over $49.00 will be shipped Free U.P.S. ground ($3.95 handling charge). Oversize items excluded from offer.
Orders under $49.00 will be shipped U.P.S. ground with a $9.95 charge (includes the $3.95 handling charge). Oversize items will have additional charges added.

Shipping rates on orders other than the U.P.S. ground shipments are shipped FedEx and are calculated by the FedEx residential shipping charts, and are based on the dimensional weight and the distance to be shipped. As you check-out in our shopping cart your shipping method will be calculated based on the shipping method you select. Due to the fact that FedEx shipping is based on dimensional weight of the package, we will notify you if any adjustments need to be made.

Oversize items will have additional charges added.

When can I expect to receive my order?

U.P.S. ground shipments take 1 - 7 business days depending on what destination you are shipping to. Please see the U.P.S. shipping chart for estimated time for delivery.

FedEx packages will arrive as specified. See "Can I track my FedEx shipment?" for chart.

How are Alaska, Hawaii, and APO / FPO orders shipped?

APO / FPO orders must be shipped U.S. Postal Service (USPS)
Alaska and Hawaii orders may be shipped FedEx or U.S. Postal Service (USPS)

The shipping costs for these orders will be billed according to weight and destination.

Does Kemp's Hockey Ship Internationally?

Yes, we can ship internationally, however, there are a few more requirements to ship to destinations outside the U.S. Please call us at 518-785-5297, Fax us at 518-785-6027, or email us at info@kempshockey.com and we will be glad to assist you in setting up your order.

Please include:
1) Name
2) Billing Address
3) Shipping Address
4) Telephone Number
5) Items (Including sizes, colors, etc.)
6) Any Questions

This will expedite the order process. You may also place an order through our shopping cart, but please keep in mind, we will need to add the appropriate shipping charges, and approve payment method.

Please Note: We will not be responsible for any taxes, duties, or customs fees levied by the country of destination. Some countries (including Canada) charge their residents taxes, duties, or customs fees when merchandise is delivered. Contact your local authorities for more information about any of these additional fees that may apply.

Kemps Hockey Supply Company charges you according to the amount our shipper will require to ship your order as stated above, destination taxes, duties or customs fees are not included in this charge. We do not ship COD.

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Returns and Warranties

How do I return a product?

If you are not completely satisfied with your purchase, we offer a money-back guarantee for items that are returned unused and unsoiled within 30 days of purchase. Return unused items along with a copy of your invoice and a request for credit. Exchanges will be shipped back at no additional charge (ground, continental US only). CODs will not be accepted.

Return to:
Kemp's Hockey Supply Co., 704 New Loudon Rd., Latham, NY 12110

Do you guarantee your products?

All hockey products are guaranteed by each applicable manufacturer for their workmanship. If you have a problem with a defective product, please call us on our Toll Free# 800-223-8571 or 518-785-5297 (outside U.S.), or email info@KempsHockey.com. We will be glad to assist you.

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Security and Privacy

What are Kemp's Hockey security and privacy policies?

Kemp's Hockey guarantees to protect your privacy. We use your personal information to service You as efficiently as possible. Kemp's Hockey Supply Company will not sell, trade, or rent your personal information to others. Our shopping cart protects your credit card information with Secure Socket Layer (SSL) encryption to prevent data theft. Encrypted information can not be read or recorded as it is being transmitted over the internet.

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UPS approximate shipping time from Latham, New York

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