FAQ

Here is a list of Frequently Asked Questions.  We hope this helps you find the answer quickly.

ABOUT THE STORE

How long has the Lax Shack been in business?

We’ve been diligently serving customers since 1998. That means if you’re in your last year of Junior lacrosse, our doors opened about the same time you were born. That’s a long time. And in that time, we’ve built a solid customer base and helped thousands of customers. We enjoy talking about ourselves - if you want to find out more Click here.

Is it safe to pay with my credit card?

We do not handle any credit card information – that is all done through our secure payment processor. Moneris and Shopify Payments are the best in the business. Our site is SSL Secure. That means, it activates the padlock and the https protocol and allows secure connections from a web server to a browser. Typically, SSL is used to secure credit card transactions, data transfer and logins.

Do you have a store?

Yes, we have a real store. Actually…it’s a 2,700 sq ft retail store conveniently located off the highway just east of Toronto, ON. Here’s a map so you don’t get lost.

What are your store hours?

We’re open 7 days a week. But not everyday...we enjoy spending time with our families and look forward to a day off once in a while so we are closed during statutory holidays. Click here for store hours.

Why should I buy from you?

We are a lacrosse specialty store. We are passionate about this sport. Not only have we been sponsoring teams and organizations for the past 21 years, we help promote and grow this great game. We’re not a big box store and that’s a good thing. We care about you. Chances are we’ve been involved with your team or served one of your teammates at one point or another.

Do your employees know anything about lacrosse?

Yes, our staff comprises of current and past professional, national, collegiate and Junior/Senior players. We even have goalies, face-off specialists and women field lacrosse gurus on staff to help you with your specific sport and position questions.

CUSTOM ORDERS

How long does it take to get my custom Cascade helmet?

The short answer…it takes approximately 10 business days (excluding holidays) from the time you place your order to the time it arrives at your door. Click here for more details. We also have lots of Cascade helmets in-stock. Please call or email us for a list of our current helmet stock.

How long does it take to get custom Boddam Leg Guards?

We have a healthy inventory of Boddam leg guards. Give us a call or email us and we’ll give you the details of the ones we currently have. However, if we don’t have the specific leg guards that you want - don’t worry - we’ll get them made for you. Production time is approximately 4 weeks.

TEAM ORDER & TEAM DISCOUNTS

Do you make uniforms?

Yes, we make box, field and women’s field uniforms. We also make house league jerseys and team wear including warm-ups, jackets, hats and custom socks. We use Big-Time brand names like Under Armour, New Balance, Adidas, Maverik and more. Call one of our Team Specialists to assist you. They will help you every step of the way.

Do you offer team discounts?

Yes, we offer GREAT team discounts! Our specialty is providing teams and organizations with helmets, gloves, goalie gear and lacrosse balls all at a discounted rate. Call one of our Team Specialists and start saving.

SHIPPING, WARRANTIES & RETURNS

Where’s my order?

First, check your emails for the tracking number. Canada Post and UPS directly email you the tracking information. In addition, we also send you the tracking number. If that still doesn’t work, call or email us and we will be happy to help you out.

What do I do if I received the wrong thing?

Don’t worry – take a deep breath. We’re here to make things right. Whether the equipment doesn’t fit, the incorrect item was shipped, the item was damaged when it arrived or it’s just not what you wanted, click here to see what to do next. If that doesn’t work, call or email us for more information.

How do I make a warranty claim?

One of the best things about ordering from us is you don’t have to go directly to the manufacturer to make a warranty claim, we can help you. In most cases, all you need to do is email us a clear and accurate photo of the receipt and damaged product. Click here for more information on making a warranty claim.

GIFT CARDS

I have so many questions about your Gift Cards...Where do I start?

Can a gift card be used more than once? Yes, provided there is still a balance remaining on the card.

Can gift cards be reloaded? No, you can't reload a gift card.

Can more than one gift card be used towards a purchase? Yes. You can redeem another gift card during checkout. 

How do I check my gift card balance? If a gift card is associated with your customer account, then you can check the balance by using the link provided in the gift card email. If you do not have a customer account, you have to contact us for the balance.

Can a gift card be used to buy a gift card? No, you can't use a gift card to buy another gift card.

Can a gift card be used to pay for shipping and taxes? Yes, gift cards are applied to the final order total which includes shipping and taxes.

Can gift cards be used in conjunction with a discount code? Yes, gift cards are a form of payment.

Do gift cards expire?  No, gift cards do not have an expiration date.