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

What is so great about Risk Free Trial?

It’s a whole new way to hockey. You no longer have to watch video reviews or awkwardly flex a stick in store to decide if you like it. Cut it, tape it, and try it. Now you get to decide if you like a stick by, you know, actually using it. Take it to practice, skate with it during your next game, or     dangling with it during shinny.

During the 14 day window if, for any reason, you are unsatisfied with the performance of the stick simply send it back to us for a full refund.

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

A friend gave me their stick, can I return it under the Risk Free Trial?

You have nice friends! Unfortunately, the Risk Free Trial 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 stick under the Risk Free Trial Program?

No. You may use any box where the stick 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 stick back to us.

Do you offer risk free trial on other (non-hockey stick) products or equipment?

No, unfortunately we do not. We have been known to show up at rinks to offer demos of all our equipment - so sign up for our email list to be the first to know when we'll be in your area.

Do you pay for return shipping under the Risk Free Trial program?

We do not. Return shipping costs are the responsibility of the purchaser.

Does my warranty start over if I am shipped a new stick during the Risk Free Trial 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 STX.com/legal 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 Risk Free Trial for a full refund?

This policy is limited to one return per household per year.

I bought 2 STX Elite level sticks in one purchase – are they both covered under the Risk Free Trial?

Each household is allowed only 1 Risk Free Trial return. So if you purchased 2 sticks and decide you want to return them for a refund under the Risk Free Trial 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 bought my stick at a demo from one of your reps – is my stick covered under the Risk Free Trial?

Unfortunately, the Risk Free Trial 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 Risk Free Trial?

It is not. The Risk Free Trial applies only to STX sticks purchased directly from store.STX.com.

I bought my stick through Amazon is my stick covered under the Risk Free Trial?

No. The Risk Free Trial 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 www.STX.com/legal 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 STX.com. If you would like to get an item in 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 for you to get your replacement item or give or 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 live in Alaska, does free shipping on your sticks 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 sticks 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 Risk Free Trial program, provided you are still within the 14 day trial period.

If you are outside of the 14 day Risk Free Trial period or you have previously sent back a stick under Risk Free Trial, 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, but at STX we want to give you the best product for the best price. That means trying some new and exciting things. We are bringing hockey to you, in a whole new way.

In some areas of the country we offer free on ice demo opportunities. Sign up for our email list to stay in touch so you’ll know where we’ll be next.

If my stick breaks do I have to return the broken pieces to get my Risk Free Trial refund?

Yes. We need to verify the stick upon return to STX. In order for us to process your Risk Free Trial 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 Risk Free Trail period ends on a weekend / Holiday please help!

You only have to initiate your Risk Free Trial return by the 14th day. Just go to www.STX.com/Legal 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 Risk Free Trial window has passed)?

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

In even better news, your stick is still covered for another 31 days of standard warranty!

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/warranty (needs hyper link) for the full return policy and procedures.

What products are covered under the Risk Free Trial?

At this time the following composite hockey sticks are covered:

· Surgeon RX3 Senior / Intermediate / Junior

· Stallion HPR Senior / Intermediate / Junior

*YOUTH sticks (of any kind) are not covered under the Risk Free Trial.

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 Risk Free Trial 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 Risk Free Trial window. I want to return it under Risk Free Trial - can I 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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