Policy and Information Page

Return & Refund Policy

Everything we make is built specifically for your team — your colours, your logos, your names and numbers. Once production starts on that, we can't unmake it, so custom orders are final sale at that point.

Before then, there's plenty of room to move. You'll see mockups, you can ask for revisions until it looks right, and if you need to walk away before we've started design work, your deposit comes back (less processing fees). Once mockups are underway, it's 50%. After you give final approval, it's committed.

If we get something wrong — wrong name, wrong number, a defect from the factory — that's on us. Send us photos within a week of delivery and we'll repair or remake it. If neither of those works, we'll sort out another fix.

If you need to push your order to a later season or tournament, just tell us. Postponing isn't cancelling, and your deposit stays with your order.

Questions before you commit? Ask. We'd rather answer them up front than have you find out later.

Full details in our Terms of Service Below

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Terms of Service — Powerplay Customs

Last Updated: August 12, 2026

These Terms of Service apply to all orders placed with Powerplay Customs.

You agree to these Terms when you do any of the following: accept these Terms at checkout or on our order form, approve a quote, mockup, or proof, pay a deposit or invoice, or otherwise authorize Powerplay Customs to proceed with an order.

Any rights that cannot legally be limited or excluded under applicable law continue to apply.

1. Custom Orders & Approval

Powerplay Customs produces custom hockey jerseys, teamwear, apparel, bags, accessories, and other custom products for teams, organizations, businesses, and individuals.

Throughout the design process, customers provide or approve information including colours, logos, artwork, names, numbers, sizing, quantities, garment styles, placements, and other customization details. Powerplay Customs will provide mockups or proofs for review before production where applicable.

1.1 Authorized Representative

At the start of each order, the customer must identify a single authorized representative — the person responsible for submitting information, reviewing mockups, and giving final approval on behalf of the team, organization, or business.

Powerplay Customs is entitled to rely on instructions and approvals from that representative. We are not responsible for internal disagreements within a team or organization, or for information supplied by someone other than the authorized representative.

The customer may change their authorized representative by notifying Powerplay Customs in writing.

1.2 What Counts as Approval

Approval must be given in writing by the authorized representative. Written approval includes email, text message, or a message through a messaging or social media platform where Powerplay Customs and the customer have been communicating about the order.

A clear written confirmation — for example, "approved," "good to go," or "send it to production" — constitutes final approval of everything shown or listed in the mockup, proof, roster, or order summary being approved.

Verbal approval, in-person approval, and approval from someone other than the authorized representative are not sufficient on their own and will be confirmed in writing before production proceeds.

1.3 Customer Responsibility for Review

The authorized representative is responsible for carefully reviewing the final mockup and all order information before approval. This includes spelling, player names, numbers, sizes, quantities, logos, colours, placements, garment types, and other customization details.

Final approval authorizes Powerplay Customs to proceed with the approved order and confirms that the customer has reviewed and accepted all details as shown.

Customer-supplied or customer-approved errors — including incorrect names, numbers, sizes, quantities, spelling, logos, or other information — are not considered manufacturing defects and are not eligible for a free remake, replacement, or refund.

1.4 Changes After Approval

Changes requested after final approval cannot be guaranteed. Where a change is still possible, it may result in additional charges, additional deposits, or delays to the estimated timeline.

Once production has begun, custom products generally cannot be changed or cancelled.

2. Minimum Quantities, Additions & Reorders

2.1 Order Minimums

Minimum order quantities may apply to certain products, tiers, or customization options. Applicable minimums will be set out on the quote or order confirmation.

2.2 Additions & Roster Changes After Approval

Requests to add players, jerseys, or other items after final approval are treated as a separate order, not as a modification of the original order.

Additional items are subject to current pricing, applicable minimums, applicable surcharges, and their own production and shipping timeline. Added items may not arrive with, or at the same time as, the original order.

2.3 Reorders & Small-Quantity Surcharge

Reorders and add-on orders are subject to pricing in effect at the time of the reorder, not the pricing of the original order.

Orders and reorders of fewer than 8 jerseys are subject to pricing approximately 50% higher per unit than standard team pricing. Custom production has fixed setup costs — artwork preparation, screens or print setup, pattern and cut-and-sew setup, and minimum factory runs — that do not decrease with quantity. Small runs carry those costs across fewer units.

The applicable surcharge will always be shown on the quote before any payment is requested.

2.4 Colour & Material Matching on Reorders

Powerplay Customs will make reasonable efforts to match previous production runs, but exact matching to a prior order cannot be guaranteed.

Fabric dye lots, thread lots, twill materials, supplier stock, and available fabrics change over time. Reordered items may show reasonable variation in shade, texture, or finish compared to items produced in an earlier run, and this variation is not considered a manufacturing defect.

Where matching to an existing set is important, we recommend ordering spares as part of the original order.

3. Deposits & Production Payments

3.1 Initial Order Deposit

During the mockup and design process, Powerplay Customs may request an initial order deposit. The required amount depends on the size and scope of the project and will be set out on the applicable quote, invoice, or order confirmation.

The initial deposit is applied toward the final order balance and allows Powerplay Customs to begin and continue work associated with the project, including custom mockups, design revisions, artwork preparation, production planning, supplier coordination, and other order preparation.

3.2 Deposit Refund Schedule

Initial deposits are refundable according to the following schedule, based on how far the project has progressed at the time a written cancellation request is received:

Stage at time of cancellation request

Refund of initial deposit

Title

Before design or artwork work has begun

Full refund, less payment-processing fees

Title

After the mockups has been delivered, before final approval

50% refund

Title

After final written approval

Non-refundable

Title

After production has begun

Non-refundable

Title

Where an order has incurred unusual non-recoverable costs — including samples, special-order materials, supplier charges, or third-party artwork work — those documented costs may be deducted from an otherwise refundable amount. Any such costs will be identified to the customer.

3.3 Exceptional Circumstances

If Powerplay Customs is unable to reasonably fulfill the proposed order, if an accidental or duplicate payment is made, or if another exceptional circumstance prevents the order from proceeding, a full or partial refund may be provided regardless of the schedule above.

3.4 Postponement Is Not Cancellation

Postponing an order is treated differently from cancelling an order.

If a team needs to delay its order, season, tournament, or project until a later date, the initial deposit will generally remain credited toward that order so the project can continue when the customer is ready. A reasonable postponement does not, by itself, cause the customer to lose the deposit.

Postponed orders remain subject to pricing, materials, and availability in effect when the order resumes.

3.5 Inactive Orders

If an order has been postponed or has otherwise had no customer response for 12 months, Powerplay Customs may close the order and treat the deposit as forfeited.

Before doing so, we will send written notice to the customer's last known email address and allow at least 30 days for the customer to respond and resume the order.

3.6 Production Payment

Before manufacturing begins, Powerplay Customs may require an additional production deposit or payment. The required amount will be communicated on the applicable quote, invoice, or order confirmation.

Production will not begin until the required payment has been received and all necessary artwork, mockups, roster information, sizing, quantities, and other required details have been approved in writing.

Once production has begun, payments associated with custom-made products are non-refundable, because materials, labour, customization, supplier commitments, and factory production have been committed specifically to that order.

4. Payment Disputes & Chargebacks

Payment of a deposit or invoice, together with written approval of a mockup or order, constitutes the customer's authorization of the associated charges.

If a customer has any concern about an order, a charge, a delay, or a completed product, the customer agrees to contact Powerplay Customs at info@powerplaycustoms.ca first and to allow a reasonable opportunity to investigate and resolve the issue before initiating a chargeback, payment dispute, or reversal with a bank or payment provider.

Powerplay Customs will respond to disputes with the applicable order records, including written approvals, mockups, invoices, correspondence, production records, and delivery or tracking confirmation.

Where a chargeback is initiated on an order that has been approved, produced, or delivered as ordered, Powerplay Customs may recover reasonable costs associated with responding to the dispute, and may decline to accept future orders from that customer.

Nothing in this section limits a customer's legal rights or their ability to pursue a legitimate dispute.

5. Returns, Refunds & Custom Products

Because our products are made specifically for each customer, custom products are final sale once production has begun, except where there is an approved manufacturing defect, an error attributable to Powerplay Customs, or where applicable law provides otherwise.

5.1 Reporting an Issue

If Powerplay Customs makes an error or an item arrives with a manufacturing defect, please contact info@powerplaycustoms.ca within 7 days of delivery where possible, and include:

the order number
a description of the issue
clear photographs of the affected item

We understand that teams don't always unbox everything the day it lands. If something is reported outside that window, contact us anyway — we will still review the issue in good faith, and nothing here removes a remedy that applies under law.

5.2 Remedy

Where Powerplay Customs confirms that an item was produced incorrectly or is defective, our first remedy will generally be to repair or remake the affected item. Where a reasonable repair or remake is not possible, another appropriate remedy — which may include a credit or refund to the original payment method — will be considered.

Claims apply only to the affected item or portion of the order, unless the issue materially affects the remainder of the order.

5.3 What Is Not a Defect

Minor variations that occur naturally during custom manufacturing are not considered defects. These include reasonable differences in colour between digital screens and finished materials, stitching, embroidery positioning, measurements, fabric batches, and other normal production tolerances.

Customers are responsible for selecting sizes using the sizing information provided. Unless an item was manufactured materially outside the confirmed size specifications, an incorrect size selected or approved by the customer does not qualify as a manufacturing defect.

Variation between a reorder and a previous production run is addressed in section 2.4.

Nothing in this policy removes or limits any remedy or consumer right that cannot legally be excluded.

6. Production & Delivery Timelines

Any production, completion, or delivery timeline provided by Powerplay Customs is an estimate unless Powerplay Customs expressly confirms a guaranteed deadline in writing.

Production timelines begin once all required deposits or payments, artwork approvals, roster information, sizing, quantities, and other necessary information have been received.

Late customer approvals, roster changes, additional items, design changes, supplier interruptions, factory closures, material availability, holidays, equipment issues, carrier disruptions, customs processing, severe weather, or other circumstances outside our reasonable control may affect estimated timelines.

Customers should notify Powerplay Customs of important tournament, season, event, or other required dates before production begins. Providing an event date helps us plan the order but does not create a guaranteed delivery date unless that guarantee is specifically agreed to in writing.

7. Shipping, Customs & Delivery

Shipping is governed by our Shipping Policy, which forms part of these Terms.

In summary: Powerplay Customs ships worldwide; shipping within Canada is free where advertised or included with the applicable order; delivery estimates are not guarantees; and duties, taxes, and import charges on international shipments are the customer's responsibility unless stated otherwise in writing.

A customer's refusal or failure to pay applicable customs, duties, brokerage, or import charges does not automatically cancel a custom order or create a right to a refund.

8. Customer Artwork & Intellectual Property

The customer confirms that they own, license, or otherwise have permission to use any logos, trademarks, photographs, artwork, sponsor marks, names, designs, or other materials they provide to Powerplay Customs.

The customer grants Powerplay Customs and its production partners permission to reproduce those materials as reasonably necessary to design, manufacture, and fulfill the customer's order.

The customer is responsible for claims arising from materials they supplied or specifically instructed Powerplay Customs to reproduce. Powerplay Customs reserves the right to decline artwork that we reasonably believe may be unauthorized, unlawful, or infringing.

8.1 Artwork Files & Retention

Powerplay Customs will make reasonable efforts to retain production artwork and design files for 24 months following the completion of an order, so that reorders can be produced without repeating setup work.

We do not guarantee retention beyond that period, and customers are encouraged to keep their own copies of any logos or artwork they may need in the future.

Design work, mockups, patterns, and production files created by Powerplay Customs remain the property of Powerplay Customs. Customer-supplied logos and artwork remain the property of the customer.

9. Portfolio & Marketing Use

Unless the customer requests otherwise at or before the time of ordering, Powerplay Customs may photograph completed products and use non-confidential images of finished work on our website, portfolio, social media, advertising, samples, or other promotional materials.

We will not intentionally publish confidential roster information or other private customer information for promotional purposes.

10. Limitation of Liability

To the fullest extent permitted by applicable law, Powerplay Customs will not be responsible for indirect, incidental, special, or consequential losses arising from an order, including lost profits, lost sponsorship revenue, missed games, missed tournaments, missed events, or reputational loss.

To the fullest extent permitted by law, Powerplay Customs' total liability relating to an order will not exceed the amount paid for the affected goods or services.

These limitations do not apply where liability cannot legally be excluded or limited.

11. Events Outside Our Control

Powerplay Customs will not be responsible for a failure or delay caused by circumstances outside our reasonable control, including severe weather, natural disasters, fire, flood, war, government action, customs interruptions, labour disruptions, carrier failures, transportation interruptions, factory closures, material shortages, widespread power or communication failures, or similar events.

Where reasonably possible, we will communicate material delays and work to complete the affected order as soon as practical.

12. Privacy

Use of our website and the personal information collected in connection with an order are also governed by our Privacy Policy.

13. Updates to These Terms

Powerplay Customs may update these Terms of Service from time to time by posting an updated version on our website.

Unless otherwise required by law or agreed with the customer, material changes to these Terms will apply to future orders rather than changing the terms of an order that has already been accepted.

13. Updates to These Terms

These Terms and orders placed with Powerplay Customs are governed by the laws of the Province of Alberta and the applicable laws of Canada, subject to any mandatory rights or laws that apply to a particular customer or transaction.

Any dispute will be handled in Alberta where legally permitted.

For questions regarding an order or these Terms, contact info@powerplaycustoms.ca.

Shipping Policy — Powerplay Customs

Last Updated: August 12, 2026

Powerplay Customs ships worldwide, with most orders delivered throughout Canada and the United States. Shipping within Canada is free where advertised or included with the applicable order.

Timelines

Shipping estimates begin once production is complete. Customers will receive tracking information once their shipment has been processed by the carrier.

Estimated delivery dates are not guarantees unless Powerplay Customs specifically agrees to a guaranteed delivery date in writing.

Routing & Carriers

For Canadian addresses, parcels will often arrive more quickly when routed directly into Canada. In some circumstances, carriers may route international shipments through another country or customs facility before final delivery.

Once a shipment has been accepted by the carrier, Powerplay Customs does not control the carrier's transportation network, customs processing, border inspections, weather interruptions, delivery attempts, routing decisions, service disruptions, or other carrier operations.

Powerplay Customs is not responsible for delivery delays caused solely by carriers, customs authorities, severe weather, labour disruptions, incorrect or incomplete customer shipping information, or other circumstances outside our reasonable control. We will, however, reasonably assist customers with tracking issues and eligible carrier claims.

Customer Address Information

Customers are responsible for providing a complete and accurate delivery address, recipient name, telephone number, email address, and any other information reasonably required for delivery or customs clearance.

Additional carrier charges resulting from an incorrect address, failed delivery, address correction, return-to-sender shipment, storage, refusal of delivery, or similar customer-related issue may be charged to the customer where applicable.

Duties, Taxes & International Orders

Unless specifically stated otherwise on the applicable invoice or order confirmation, any import duties, tariffs, customs assessments, brokerage fees, taxes, clearance charges, or other charges imposed on an international shipment are the customer's responsibility.

Customs assessments, border processing, and clearance timelines are determined by carriers and government authorities and are outside Powerplay Customs' direct control.

Lost or Damaged Shipments

If a shipment appears to be lost or arrives damaged, contact info@powerplaycustoms.ca as soon as possible and, where possible, within 7 days of delivery or the most recent relevant tracking update.

Please include the order number, tracking information, photographs where applicable, and any relevant details. Customers should retain the original packaging and provide any information reasonably required for a carrier claim.

Powerplay Customs will work with the customer and carrier to investigate the shipment and determine the appropriate next steps. Depending on the circumstances, this may include a carrier claim, repair, replacement, reshipment, credit, refund, or another appropriate resolution.

Now that's alot of information, have any questions? Ask below.

Contact Us

Have a question about our jerseys? Looking to start a custom team order? We’re here to help — just reach out and we’ll get back to you as soon as possible.

*Typical First Time Response 2 Hours*

or Email us at:

powerplaycustomsinfo@gmail.com

or Email us at:

info@powerplaycustoms.ca

Call or Text:

(403) 899-9023

Call or Text:

+1 (403) 899-9023

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About Us:

At PowerPlay Customs, we believe every hockey player deserves gear that makes them feel like part of the team because they are. Whether you're lacing up for another rec league season or suiting up for a championship run, our custom jerseys are built for players of all levels... Read More