Frequently Asked Questions - STX

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FAQS

General Information

How do I contact STX?

Feel free to give us a call toll-free at 1.888.STX.STX4 (1.888.789.7894) between 9 a.m. – 5 p.m. ET Monday – Friday or email us at [email protected].

What is the STX warranty policy?

Please see the Legal section of the website for our full warranty policies.

Do I need an RA number for a warranty claim?

RA numbers are required for warranty claims on certain items. Please click here to view all our warranty policies.

I have a question about a specific product. Whom should I contact?

For answers to specific product questions, please contact us via email with as much information as you can provide at [email protected] or give us a call at 1.888.789.7894 between 9 a.m.– 5 p.m. ET Monday – Friday.

What if I can't find my receipt?

If you made a purchase on store.STX.com or UKStore.STX.com and cannot find your receipt, please contact the STX Customer Service team at [email protected] or give us a call at 1.888.789.7894 between 9 a.m.– 5 p.m. ET Monday – Friday and we can assist you in finding your order information.

 

If you purchased your product from a retailer please contact them directly for this information.

How do I open an STX retail account?

If you are interested in becoming an STX retailer, please submit a request to [email protected] along with official reseller information. STX reserves the right to maintain strict guidelines and policies related to the distribution and resale of its products.

Where do I send a product idea?

STX does not actively solicit product ideas from outside our company. The issues from doing so can be complicated, including patent rights. We have in the past received product ideas through [email protected] when the originator has waived any rights to claim ownership later. Remember, we do this stuff for a living!

Does STX make charitable donations?

STX is deeply committed to giving back to the community, especially where there are special needs. If you have a charitable request, please address it, along with confirmation of your non-profit status and a formal written proposal to: Charitable Request Coordinator STX 1500 Bush Street Baltimore, MD 21230

Ice Hockey

Can you tell me more about 14 Day Demo?

We are taking the guesswork out of deciding what hockey equipment is best for you. Now you no longer have to watch video reviews, awkwardly flex a stick in store, or wonder what our gear fits like when looking at it online.

Now you can order with confidence knowing you have 14 full days to decide if you love your new equipment by, you know, actually using it. Take it to practice, skate with it during your next game, dangle with it during shinny, cut it down, or sweat all over it. We know the best way to determine what works for you is to actually play with it! We are confident you’ll LOVE your new gear. However, if for any reason, during the 14 day window, you are unsatisfied with the performance of the gear simply send it back to us for a full refund.

Please remember, this program is limited to one return per category per household per year.

A friend gave me their gear, can I return it under the 14 Day Demo?

You have nice friends! Unfortunately, the 14 DAY DEMO PROGRAM applies only to original purchasers of STX products purchased directly from store.STX.com.

Do I have to use the original box I was sent to return my gear under the 14 Day Demo Program?

No. You may use any box where the gear fits for a return. But feel free to hold on to the original box it was shipped in, as it might be the easiest way to get the equipment back to us.

Do you pay for return shipping under the 14 Day Demo program?

Yes! We are confident you’re going to love your new equipment. However, if for any reason you don’t we will take it back no questions asked. We pay for the return shipping and once the item(s) have arrived we’ll issue you a full refund.  

Does my warranty start over if I am shipped a new stick during the 14 Day Demo window?

No. All STX Ice Hockey sticks have a standard 45 day warranty period. Each stick warranty is good for a one-time replacement.

How do I set up a return?

Visit https://stxstore.myreturnscenter.com/ or give or us a call at 1.888.789.7894 between 9 a.m.- 5 p.m. ET Monday - Friday, to get started on the return process.

How many times can I return a stick under the 14 Day Demo Program for a full refund?

This policy is limited to one return per household, per product category, per year.

I bought my stick at a demo from one of your reps – is my stick covered under the 14 Day Demo Program?

Unfortunately, the 14 day demo program applies only to original purchasers of STX Products purchased directly from store.STX.com.

I bought my stick through a TEAM deal from one of your reps – is my stick covered under the 14 Day Demo Program?

It is not. The 14 Day Demo applies only to STX equipment purchased directly from store.STX.com.

I bought my stick through Amazon is my stick covered under the 14 Day Demo Program?

No. The 14 DAY DEMO PROGRAM applies only to STX Products purchased directly from store.STX.com.

I bought my stick through Amazon, is my stick covered under the 45 Day Warranty?

Yes of course! As long as your stick is still under the 45 day window just visit https://stxstore.myreturnscenter.com/ or give or us a call at 1.888.789.7894 between 9 a.m.– 5 p.m. ET Monday – Friday, to get started on the return process.

I bought the wrong item, how can I exchange it?

At this time, we do not offer exchanges through store.stx.com. If you would a different item, size or color, simply send back the product you have for a refund and place a new order on store.stx.com. This is the fastest and most efficient way get your replacement item. You may also give us a call at 1.888.789.7894 between 9 a.m.- 5 p.m. ET Monday - Friday and we would be happy to help.

I bought two Elite level sticks in one purchase – are they both covered under the 14 Day Demo Program?

Each household is allowed only one 14 day demo return per product category. So if you purchased 2 sticks and decide you want to return them for a refund under our demo program you may only return 1 of those sticks. You will not be refunded for 2 sticks.

Both sticks will, however, still have our standard warranty coverage.

I live in Alaska, does free shipping on your equipment and apparel apply to me?

We love the frontier state. However, free shipping isn’t valid for Alaska.

I live in Hawaii, does free shipping on your equipment and apparel apply to me?

Aloha! We’d love to say yes – but Hawaii is really far away from our warehouse. So, unfortunately, free shipping isn’t valid for shipments to Hawaii.

I live outside of the United States, can I buy products from STX.com and have them sent to me?

Unfortunately, we are only able to ship to the continental United States, Hawaii, and Alaska. For our fans in Canada and other parts of the world, we're working on bringing STX hockey equipment to you through store.stx.com.

Be sure to sign up for our newsletter to stay in touch so you’ll be the first to know when it’s available in your region of the world!

I was sent a warranty replacement stick during the 14 day window and that one broke, now what?

If you are sent a warranty replacement stick and it breaks you may return it under the 14 Day Demo program, provided you are still within the 14 day period.

If you are outside of the 14 day demo window or you have previously sent back a stick under warranty replacement, then your warranty coverage has been exceeded. Each STX stick has a one-time warranty replacement.

If this happened and you have any questions please call our customer service team so we can help - 1.888.789.7894 between 9 a.m.- 5 p.m. ET Monday – Friday.

I’m used to buying hockey equipment at a retail store - don't I need to see these products in person before buying them?

We understand the familiar concept of a traditional retail store. We are making it easier than ever to shop with confidence with STX. We offer free shipping, both ways (to you and free return shipping) as well as an industry first 14 Day Demo program.

This allows you to shop with confidence knowing you’ll get the best equipment, at the best price, all shipped direct to you. You’ll have lots of time to try on the gear and try it out at the rink to make sure the purchase you made it perfect!

If my stick breaks do I have to return the broken pieces to get my 14 Day Demo refund?

Yes. We need to verify the return for the stick after you send it back to STX. In order for us to process your 14 Day Demo return you must return the entire stick, including any broken pieces.

Please click here for our full warranty policies or you can call our customer service team - 1.888.789.7894 between 9 a.m. - 5 p.m. ET Monday - Friday and we would be happy to help!

Is the return process different if I ordered through Amazon?

Yes. If you ordered a product from Amazon and want to return it, you must work with Amazon directly.

My 14 Day Demo window ends on a weekend / holiday please help!

No problem. We know life can get busy! You only have to initiate your 14 Day Demo return by the 14th day. Just go to https://stxstore.myreturnscenter.com/ and start your return. Then just drop it in the mail on the next regular business day.

What happens on day 15 (after my 14 day window has passed)?

Essentially nothing (except you now have the best hockey equipment in the market!). It just means you will no longer be able to return the gear for a full refund.

In even better news, your equipment is still covered by the best warranty in the market. So get out there and play with confidence knowing we have your back.

What is your standard return policy?

Items ordered from www.store.stx.com can be returned within 30 days of receipt, as long as the item is unused, hasn’t been washed and is in its original packaging.

After 30 days, we review each request on a case-by-case and do our best to accommodate all that are reasonable. STX’s determinations however are final. Visit stx.com/legal for the full return policy and procedures.

What is your standard warranty policy?

We have a 45-day, warranty policy for our composite Ice Hockey sticks. For all other equipment, accessories or apparel we offer a 90 day warranty policy. If you aren’t totally satisfied with your purchase during either of those periods, please visit stx.com/legal for a full list of return policies and procedures.

What products are covered under the 14 Day Demo Program?

At this time the following products are covered:

· Surgeon RX3 products

  • Sticks

  • Gloves

  • Pants

  • Shin Pads

  • Elbow Pads

  • Shoulder Pads

· Stallion HPR products

  • Sticks

  • Gloves

  • Shin Pads

  • Elbow Pads

  • Shoulder Pads

*YOUTH sticks (of any kind) are not covered under the 14 Day Demo.

What products are offered under the 14 Day Demo Program?

ALL our elite equipment across the following product categories: sticks, gloves, pants, shin pads, shoulder pads, and elbow pads.

 

*Youth Sticks are excluded from the 14 Day demo program

Where do you ship?

We currently ship to all addresses within the United States, including Alaska and Hawaii.

My stick broke during the 14 Day Demo window, how do I get a replacement?

All our ice hockey sticks have a standard 45 day warranty. If this happened to you, please click here to start a warranty claim or you can call our customer service team - 1.888.789.7894 between 9 a.m. - 5 p.m. ET Monday - Friday and we would be happy to help!

My elite level stick broke during the 14 Day Demo window. I want to return it, can it still be refunded?

Yes. If this happened to you please click here to start a Risk Free Trial warranty claim or you can call our customer service team - 1.888.789.7894 between 9 a.m. - 5 p.m. ET Monday - Friday and we would be happy to help!

STX Sponsorships

How do I get sponsored by STX?

We applaud on-field and on-ice success at every level, but academic success is just as important. The NCAA guidelines for athletes with remaining eligibility are strict, and we adhere to them in all of our marketing efforts when athletes are involved. For this reason, STX does not sponsor individuals except for those who have exhausted their college eligibility and gone on to compete professionally. When it comes to team or event sponsorships, as you might imagine, we get hundreds of requests. While we wish we could honor each and every one, the truth is we simply can’t. If you would like to be considered, please prepare a complete and well-documented sponsorship proposal, knowing that we typically work 8-12 months out in event planning. You should submit your formal written proposal to: STX Sponsorship Coordinator 1500 Bush Street Baltimore, MD 21230

STX Careers

How do I find out about career opportunities at STX?

Like every good team, we are always on the look-out for the next best prospect. Consider yourself a top-notch free agent? Check out our career page at www.stx.com/careers and be sure to upload your resume while you’re there.

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