Refund policy

CANCELLATION POLICY

You may cancel your order any time before it is fulfilled. If you wish to cancel your order after it has been fulfilled, our return and refund policy applies. Please review this policy below.

RETURN AND REFUND POLICY

We can only process returns from customers who purchased our products directly from FACE-OFF GAMES in-person or through one of the following websites: 

• www.faceoffgames.ca
• www.shopfaceoffgames.com
• www.hockeyhardware.com

If you purchased our products from any other retailer, we cannot assist you. You will have to inquire directly with that retailer about their return and refund policy. 

If you purchased our products from FACE-OFF GAMES on Amazon, please refer to our return and refund process on Amazon.

Please contact us at support@faceoffgames.ca if you have any questions about our return and refund policy.

Return Eligibility

You are eligible to return item(s) and receive a refund if you meet the following conditions:

• You initiate your return within 30 days of placing your order if you ordered between December 1 and October 31, or you initiate your return within 60 days of placing your order if you ordered between November 1 and November 30.
• If the product is a game, game accessory, or merchandise item: The product must be unopened, unused, and in its original packaging as you received it.
• If the product is apparel, including but not limited to hats or jerseys: The product cannot be customized, and it must be unworn, unwashed, and still have its original tags and/or stickers attached as you received it.
• You must provide a copy of your receipt or proof of purchase for the item(s) being returned.

We reserve the right to accept your return and issue a full or partial refund. We also reserve the right to reject or deny your return and/or your refund if we determine you do not meet our eligibility conditions.

Non-Returnable Items

We do not accept returns for the following items: 

• Unpackaged, opened, used, worn, or washed products.
• Clearance or final sale products. 
• Customized products (such as special orders or personalized items).
• Gift cards.

Reporting An Order Issue

Upon receiving your order, immediately inspect its condition. If your new item(s) is/are damaged, defective, missing parts or components, or is the wrong item(s), email us right away at support@faceoffgames.ca 

Please include the following information in your Order Issue email to us:

• Use this text in the Subject Line: ORDER ISSUE
• Provide a detailed description of the issue(s).
• Provide a copy of your receipt or proof of purchase that includes the following information:
  • Date of purchase
  • Order number
  • Name of purchaser
• Provide any supporting content like pictures or a short video that clearly depicts the product issue(s).

This Order Issue email initiates our return process. Once we receive your email, we will review it and confirm your return eligibility.

Confirming Your Return Eligibility

Once we receive your Order Issue email, customer support will review it and respond within 2 business days. Our email response will confirm if you are eligible for a return and refund or if we need additional information to determine your eligibility.

We reserve the right to accept your return and issue a full or partial refund. We also reserve the right to reject or deny your return and/or your refund if we determine you do not meet our eligibility conditions.

Shipping Your Return To Us

If we confirm your return eligibility, we will provide you with a prepaid return shipping label.

It is your responsibility to use a shipping box and carefully pack it to ensure the product does not get damaged during its return shipping. We recommend using the original packaging or a similar sized box. Your return must be in the same condition as you reported it in your Order Issue email when we receive it.

Note: An item cannot be sent back to you after it has been returned.

Important: Do not include items from separate orders in the same return. This will make you ineligible for a refund.

Verifying Your Return

When we receive your return, we will inspect it to verify that it matches the condition and information that you provided to us in your Order Issue email. This verification process will be completed within 2 business days of us receiving your return.

If we run into an issue verifying your return or if we have any questions during the verification process, customer support will reach out to you.

If we cannot verify your return, you will be ineligible for any refund and the returned product will re-enter our inventory.

Once your return is verified, we will issue your refund, less the cost of return shipping.

Issuing Your Refund

We will notify you when your refund has been initiated. Please note that original shipping costs, packaging fees, and/or any tariffs or duties that you paid on your original purchase are non-refundable.

After we issue your refund, it may take 3 to 5 business days (or longer depending on the payment method used) for the refund to appear on your original form of payment.

Understanding Refund Delays

Refunds can be delayed if:

• Your return is in transit longer than expected.
• An untrackable shipping method is used.
• We receive a different item than what you ordered.
• If we have any questions after reviewing your Order Issue email
• If we run into issues or challenges verifying your return.
• An item that was sold as new, is returned with signs of use or damage.

Return Fees

Certain situations or item conditions will incur fees against your refund: 

• A Restocking Fee that is 100% of the item price when you return an opened or used product to us.
• A Return Shipping Fee that is 100% of the cost of the prepaid return shipping label. 

Cancelling a Return

You may cancel your return anytime. Just let us know by emailing support@faceoffgames.ca

Exchanges

We do not process exchanges. These items must meet the same eligibility criteria as a return and follow the same process as a return, as outlined above.

Ineligible Returns, and Suspicious or Excessive Activity

Refunds will not be issued to customers who we deem to be ineligible for a return. We reserve the right to limit service or deny future service if customers exhibit suspicious or excessive return activity and product or order issues.

COMPONENT REPLACEMENT

Damaged or Missing Part(s) for NEW Games

If you just unpackaged your new game to play it for the first time, and you realize one or more parts of your new game are damaged or missing, please complete the following steps:

For any missing component(s): Thoroughly check and double check the game box, your playing surface, and the surrounding area for the missing component. Be sure to also remove all components from the game box, carefully sort through them to double check everything, open all inner packaging and flip through each page in the booklets in your effort to search for it/them.

For any damaged or missing part(s) that are still missing after your thorough search, please immediately alert us by emailing support@faceoffgames.ca and include the following information: 

• Use this text in the subject line: ORDER ISSUE
• Identify the specific part(s) or component(s) that are damaged or missing.
• Provide proof of purchase information that includes the following information:
  • Date of purchase
  • Order number
  • Name of purchaser

Once your email is sent, customer support will review it and respond within 2 business days. We will do our best to make this right!

Damaged or Lost Part(s) for USED Games

If you happen to damage or lose one or more components over the duration of your game’s lifetime, please complete the following steps:

For any missing component(s): Thoroughly check and double check the game box, your game table, and the surrounding area for the missing component. Be sure to also remove all components from the game box, carefully sort through them to double check everything, open all inner packaging and flip through each page in the booklets in your effort to search for it/them.

Consider purchasing a new copy of the game from our online store by clicking here.

If you’re insistent on replacing a damaged or lost component for a used game, you may also try visiting the 'Shop Products' page on our website to see if we have the replacement component(s) you need in stock and available for purchase, or email us at sales@faceoffgames.ca with your specific component request.

Below is a list of replacement components that we carry for Hockey Hardware: The Original Game.

Hockey Hardware Replacement Components: 

• Card Deck (includes Trophy Cards, Adversity Cards, Game Cards, and Tuck-End Box): $20.00 CAD + Shipping + Tax, if applicable.
• Individual Cards: $0.25 CAD each + Shipping + Tax, if applicable.
• Dice Set (includes 5 Stat Dice, 1 Bonus Die, and 1 Game Die): $20.00 CAD + Shipping + Tax, if applicable.
• Set of Player Position and Conference Pieces (includes Black, Blue, Red, and Yellow Player Position Pieces and 4 Conference Pieces): $10.00 CAD + Shipping + Tax, if applicable.
• Score Sheet Notepad (20 pages printed double-sided for a total of 40 Score Sheets): $7.99 CAD + Shipping + Tax, if applicable.
• Game Schedule: $5.00 CAD + Shipping + Tax, if applicable.
• Component Insert Piece: $5.00 CAD + Shipping + Tax, if applicable.
• Rule Book: $5.00 CAD + Shipping + Tax, if applicable.
• Tuck-End Box (no cards included): $5.00 CAD + Shipping + Tax, if applicable.
• Game Box: Not available.

Note: Shipment tracking numbers are not generally available for replacement components.

Last Updated: May 12, 2026