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Frequently Asked Questions

Answers to Frequently Asked Questions on:

Ordering

Shipping

Payment

Returns & Exchanges


Q. Are items purchased from Hat Trick Sports brand new?

A. All items purchased from Hat Trick Sports are brand new top quality merchandise. Our products are the same high quality products you can find at your local sports store, medical supply store, doctor, or therapist. All our orthopedic braces, wraps, tape, and sports medicine supplies are the same name brand products that are often used by professional athletes and major universities and colleges. We will never sell you items that are damaged, seconds, or have known defects. If we do choose to sell an item that is not first quality, it will be clearly stated in the products description.


Q. How does Hat Trick Sports sell items for so much less than sports stores, medical supply retailers, and other online sites?

A. Our goal is to keep the total cost of an item, including shipping, below prices found at your local retailers and elsewhere on the internet. By purchasing our products in large quantities and having special relationships with our suppliers, and very little overhead costs we are able to sell our items online much cheaper than larger stores and distributors. These savings are then passed on to you, so that you get the lowest possible prices on the sports medicine products you want and need.


Q. Are the orthopedic braces Hat Trick Sports sells appropriate for everyday use as well as athletics?

A. Most of our sports medicine products and braces we choose to sell are designed to hold up during the rigors of athletics. We make no claims and hold no liability, however, on the individual products themselves. Questions on the appropriateness and proper use of an individual brace should be directed to your physician or the brace manufacturer. Many questions can also be answered by emailing the knowledgeable staff at Hat Trick Sports. Since most of our sports medicine products are designed for athletics use, they also usually can be used in everyday activities to ease the pain and dysfunction of injuries.


Q. Can I special order a specific brace or sports medicine product that is not listed in your online catalog?

A. Yes, we can often special order a specific brace, wrap, or sports medicine product that may not be listed in our online catalog. Our online offerings are not inclusive of all the manufacturers and products we have available to us. If you need a sports medicine product not featured in our catalog, please contact or email us at Info@Hat-Trick-Sports.com with your special request. We will make every attempt to be able to fulfill your order, and provide you with the low prices and specialized customer service Hat Trick Sports is known for.


Q. Are quantity discounts available for schools, teams, groups, or medical offices?

A. Yes, we love working with teams, coaches, and helping offices, clinics, or hospitals make bulk discounted purchases. Email us at Sales@Hat-Trick-Sports.com to inquire about discounts on the purchase of multiple items or quantities. Mixing and matching of items and sizes is allowed. Purchase orders and payment terms may be available for organizations meeting our approval criteria. Visit our group, team, and medical office discount page for more information.


Q. Can I order by telephone?

A. If you have a technical problem or concerns placing your order online, you may call our customer service at 1-724-25BRACE (1-724-252-7223) to place an order.


Q. Can I order by faxing a company, hospital, or school purchase order?

A. Yes, we accept purchase orders for all organizations, schools, teams, and hospitals. Include with the purchase order your complete shipping information, products, and quantity and FAX to 1-814-825-1205. Unless your organization has pre-approved payment terms, please also include credit card payment information or contact information for whom our customer service representatives should call for payment.


Q. How much is shipping?

A. We ship most items through the US Postal Service, FedEx, UPS and similar carriers. The price you pay for shipping on items ordered from Hat Trick Sports is a true shipping and packaging cost. We make no money on shipping or handling fees. For your convenience during the order checkout and payment process the actual cost of shipping and packaging items you order is displayed and calculated by our online shopping cart and will be added to your order total prior to payment. We make every effort to keep the total cost of items you order including shipping, below prices you will pay for the same item at a local sports store or a brace and medical supply outlet. International orders may also be subject to taxes, customs, brokerage, and/ or importation fees imposed by your home country. These additional fees are not included in your quoted purchase or shipping price and may be due by the package recipient at the time of delivery. For more information on shipping costs, please visit our shipping policies page.


Q. Do you ship to APO, FPO, and Military Addresses?

A. Yes, we can ship to APO, FPO and military addresses. We proudly support our troops and have shipped hundreds of orders to our military. The shipping fees are the same for military addresses as they are for domestic US addresses. Please make sure when checking out to select the appropriate 'Armed Forces' selection in the drop-down state box, and select 'United States' for the country. Do not select the country you are currently stationed in, as it may result in a checkout error or higher shipping rates than expected. All military orders must be shipped USPS mail, and will be subject to their restrictions and specifications.


Q. Do you ship internationally to countries other than the United States?

A. Yes, we will ship anywhere allowed by law. Additional shipping fees may apply to orders shipped outside the United States. International orders may also be subject to taxes, customs, brokerage, and importation fees imposed by your home country or local shipping service. These additional fees are not included in your quoted shipping price and may be due by the package recipient at the time of delivery. For your convenience during the order checkout and payment process the actual current shipping rates will be calculated by our online shopping cart and will be added to your order. For more information on international shipping, please visit our shipping policies page.


Q. Will you change the dollar amount on the customs label so I don't have to pay a local import tax or surcharge or mark it as a 'Gift'?

A. No, we do not mark merchandise values on customs forms below value or mark items as "gifts". United States and international government regulations prohibit such behavior. This practice can result in lost packages, long delivery delays, or even fines and imprisonment. Any import duties, taxes, fees, and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up. These are not additional charges or hidden shipping fees charged by Hat Trick Sports, but rather government import charges that are specific to your country. For more information on our international shipping policies, please visit our shipping policies page.


Q. Can I have my order shipped to a different location than my billing address?

A. Yes, we can send items to locations other than your billing address. Have your order sent to your work address, as a gift to loved ones, the kids at college, or even to your hotel when you're traveling and in need of an emergency brace or sports medicine supply to get you through the road game.


Q. Is rush or overnight delivery available, I really need this product quick?

A. Yes, we can make special arrangements for overnight or quicker delivery on many of our items. Overnight orders must be placed by 2:00 pm Eastern US time or earlier. To inquire about overnight or rush delivery services not available with the standard online checkout process please call or email us. Expedited service is dependent upon inventory availability and may incur additional shipping and handling fees, please call or email us at Info@Hat-Trick-Sports.com for details or questions regarding expedited overnight delivery prior to ordering.


Q. When will I receive an item I ordered?

A. We attempt to ship all in stock items within 24-48 hours of receiving your order. Many items are shipped the same day! While this is not always possible the majority of orders are shipped within this time. Items are usually shipped using UPS, FedEx, the United States Postal Service's package services, or similar carriers. You are able to select the carrier of your choice during the checkout process. Please note however, that Hat Trick Sports reserves the right at any time to change your shipping preference selected during checkout in order to provide the most efficient order processing and delivery of your goods. Depending on your shipping location, you can usually expect to receive your items between 3 and 21 days from the time you place your order. For larger orders, items may be shipped in multiple packages. Some of our orthopedic braces and sports medicine supplies are non-stock due to the wide variety of colors and sizes. These products may be drop shipped or special ordered for you and may take a few extra days to arrive. Hat Trick Sports cannot guarantee delivery dates of these products, but will make every effort to make sure they are delivered to your door in a timely fashion.


Q. Why is the tracking number I received not showing the progress of my package when I check it online?

A. The tracking number you receive often takes up to 24 hours to update in the systems of the shippers we use. If we just printed and shipped your order, the tracking status may not have had time to update yet. Check back later to check the status of a shipment. Also, some shipping services such as 'USPS First Class Mail International' do not frequently scan and update the progress of the shipment at every phase of the delivery process. These services sometimes only update after a package has been delivered, and due to international shipping system differences may not report the status back to the original shipper to update online. Don't worry however, if you received a tracking number and shipping confirmation, your package is on its way to you.


Q. Does Hat Trick Sports take medical insurance as a payment?

A. No, at this time we do not accept medical insurance for payment. While a number of our products may be covered by some insurance plans with a doctor's prescription, our company currently does not accept insurance for payment. Since we do not accept insurance we are able to sell at prices 3 to 10x cheaper than your local DME, orthopedic goods, and medical supply stores that accept insurance payments. Accepting insurance payments would result in much more paperwork, staffing, and software expenses for our company. It is our ultimate goal to provide our products at the lowest cost possible to you the customer. Many times medical insurance plans have clauses that do not cover braces or require a co-payment to purchase. Often our prices are lower than the co-pay you will be required to pay by purchasing these items at a medical supply store. You are always welcome after purchasing from us to submit our invoice that is included with your shipment to your insurance plan for reimbursement. Some of our customers have recouped some or all of their purchase costs with the proper documentation. Many of our products may also qualify for reimbursement from tax-advantaged flexible spending medical accounts such as FSA, HRA, HAS, and MSA accounts. See your individual plan for coverage.


Q. What forms of payment does Hat Trick Sports accept?

A. We currently accept all major credit cards (Visa, MasterCard, Discover, and American Express), debit cards with the Visa and MasterCard logo, money orders, PayPal eChecks, and PayPal. All payments are processed through our secure encrypted website to ensure a safe transaction and your privacy and protection. In addition to credit card and money order checkout, Hat Trick Sports offers our customers the option of completing their purchase with PayPal. PayPal is an online payment method that is completely safe and secure for both the buyer and seller. PayPal is easy and free and will not charge you any additional fees for signing up for an account or using the PayPal service to make a purchase from Hat Trick Sports. PayPal is provided as a convenience to our customers, and an account with PayPal is not a requirement to make a purchase on our website. PayPal also offers eCheck checkout for customers without or not wishing to use a credit card for their purchase. PayPal's eCheck purchase option deducts payments directly from your checking account similar to a paper check. Please note Hat Trick Sports will hold all shipments of items purchased with eChecks approximately 3 to 7 days until payments have cleared. Customers choosing to pay with a money order should complete and submit the online order form, print it out, and then send payment within 5 days to the following address, making sure to include your name and order number on the money order.

Hat Trick Sports, LLC
3256 W 26th St., Ste 8
Erie, PA 16506-2549

Only money orders payable in US Dollars will be accepted. Hat Trick Sports will ship orders upon receipt of payment. Those sending money order payments should also send an email to Hat Trick Sports (Sales@Hat-Trick-Sports.com) prior to sending payment to assure that your item is still in stock upon receipt of payment. For large orders over $ 1000 USD we accept, and may require, a wire transfer SWIFT payment to complete the purchase. Please contact us for more information and SWIFT bank transfer codes prior to placing a large dollar amount order.


Q. Is ordering from Hat Trick Sports using a credit card safe and secure?

A. All credit card orders received by Hat Trick Sports are processed using our secure encrypted site and reputable credit card processing companies. You can feel safe using a credit card to pay for orders on our site knowing that the transaction is encrypted and sent using current technology and standards. Additionally, we will not sell or release any personal information submitted to Hat Trick Sports to any outside party. If you still have concerns about using a credit card to make a purchase online, please call our customer service department at 1-724-252-7223 and the order can be taken over the phone.


Q. The item I received is not what I expected, the wrong size, or not what I needed for my condition. Can I return or exchange it?

A. We understand that sometimes ordering items online that require sizing can be difficult. For this reason we have a generous and easy 14 day exchange and return policy for our braces and products. Please note that some rehabilitation products carry a 7 day return policy and can only be returned if unopened and unused. If you ever receive an item from Hat Trick Sports that you are not completely satisfied with or does not fit as expected, you can return it for a refund or exchange. (*Refund does not include shipping fees previously paid, or return shipping to us unless we have made an error on your order or you have received a defective product. Hat Trick Sports may at their discretion impose a 20% restocking fee on returned items). Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt please contact us at Info@Hat-Trick-Sports.com immediately after your package arrives for a return authorization claim number. To return an item, send the product back in its original unused condition, with all original packaging and tags intact within 14 days of receiving it, and your money will be promptly refunded or credit issued. Hat Trick Sports under no condition will accept returns of clothing, orthopedic braces, or sports medicine supplies if they have been worn or used. Items are inspected upon return and if they are dirty, used, or missing original packaging inserts the return will not be accepted. For more information on our return, exchange, and refund policies, please visit our return and exchange policy page.


HAVE A QUESTION THAT IS NOT ON THIS LIST?
USE OUR CONTACT FORM OR EMAIL US AT: Info@Hat-Trick-Sports.com


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