If you would like to place an order, you can do so by completing our on-line purchase form. Upon completion, please contact us at Battram Custom Goal Equipment via phone, fax, email or regular mail at the following:
BATTRAM CUSTOM GOAL EQUIPMENT
9 Kitchen Court
R. R. 4 Woodstock
Curries, Ontario, Canada
Toll Free: 1-888-220-5872
(Please note that while we maintain a presence on social media such as Facebook and Instagram, that we would prefer all communication regarding active and prospective orders be directed to us either by phone or email so that we can better keep track of all interactions. All orders will be verified before production begins, but we wish to ensure that we don’t have to piece details together from a number of different conversations on different platforms.
Orders must be paid in full to secure spot in production queue. Payment arrangements are available on a case-to-case basis, but will require a deposit of at least 50% of your order total to secure your spot in line. Full cost must be paid by time of production or the next paid order in line will go ahead of your order.
Should this occur, you will not lose your spot in line, and you will be slotted in immediately after payment is completed.
Order Date (referring to ‘place’ in production queue) is the date of complete payment. Our production schedule determines order based on order date, and no exceptions can/will be made to the schedule. In the interest of fairness, we must pre-emptively refuse requests to be ‘bumped’.
Our goal at Battram is to bring our lead times down to 12-14 weeks, and it is essential that we keep our production schedule as constant as possible to ensure that we can plan builds accordingly. Estimates provided will be based strictly on number of orders multiplied by days required to fulfill said orders. Please keep in mind that factors such as staffing, material availability and unforeseen circumstances can impact production times. It is our goal to be accurate to within 2 weeks with our estimates.
For the purposes of protecting sensitive business information, we cannot post a detailed schedule publicly; we can however give you a rough estimate of number of orders ahead of your own upon request.
When ordering with a credit card, the card will be billed within 2 weeks of your order being placed in order to secure your production slot.
Your designs should be the LAST thing you submit to us before we begin production. While we understand that you know what you want, we find that frequently customers begin to second-guess their choices after submitting them. We recommend having a general idea coming in, but take some time, think them through down to the last detail, and allow yourself some time to change your mind.
Your production slot is your time with our master builder, and you will get an opportunity to discuss your ideas, but these discussions can only take place during your production window with an expectation of a speedy response; otherwise, your discussion is taking time/focus away from someone else’s production slot. Customer Service can handle inquiries related to schedule updates, requests for photos, etc. - please see Sections 2.2 and 2.3 for more information.
We’re excited to build your gear, but sadly any time we spend chatting with you about your order is time we aren’t building someone’s gear. Know what you want, and we’ll take care of the rest!
All prices are in CANADIAN DOLLARS. Battram Custom Goal bills in Canadian dollars - all refunds will be remitted in Canadian dollars; BCG assumes no responsibility for issues related to exchange rates.
For customers with paid, active orders, contact Customer Service (order inquiries, updates, requests for pictures, etc.) can help you. For requests for quotes, or issues related to build (modifications, materials and specs) or graphics, please contact Scott.
Email is the preferred method of communication as it allows us to keep track of our conversations with you, the customer. Please keep in mind that we are a small company and have many orders in queue; we won’t be able to respond to every inquiry immediately, but we will ensure that you can get a hold of us when you have a question, and that you can get the answer you’re looking for.
It is also asked that you CC both of us (firstname.lastname@example.org and email@example.com) in all emails to ensure that we both have the most up-to-date record of your conversations with us. Additionally, when replying to emails, please select ‘Reply All’ so that we both get your replies.
We also ask that any issues with our products/your order experience be brought up with us first to allow us a chance to make things better if need be. The satisfaction of our customers is our top priority at Battram, and we strive to ensure that you love your gear.
Requests for pictures can be fulfilled, but we ask that the request only be made once during the order process, and that you specify for which stage you want pictures. Some sets are photographed from beginning to end for the purposes of social media content, and final photos are taken of all completed orders, but we do not take pictures at all stages for all orders.
Please forward requests to Casty and your order will be noted to provide pictures once we begin on your order - we recommend making the request when we get in touch with you to confirm your order details prior to work beginning.
Updates will only be given when you are within two weeks of your production date; we respectfully ask that requests for updates be kept to those within this date range. The production process, while not instantaneous, is also not a weeks-long process per set. The majority of your wait time is us building other people’s gear. Occasionally we will do large batches of gloves, so your gloves will be ready ahead of your pads, but we will ensure that we touch base with you first to go over your glove details prior to building.
For updates on active orders, we ask that you refer to Casty (firstname.lastname@example.org), but please remember our two-week rule for inquiries. If you’re not within two weeks of your order, no part of your order has begun production, and there is unfortunately nothing to update.
We are working to implement a system which will allow all customers to receive bi-weekly updates on our production progress by March/April 2015.
Orders cancelled prior to beginning construction have a 50% non-refundable deposit that will remain with Battram Custom Goal Equipment. If the order is cancelled after work has begun and prior to shipping, 50% of the total order will be forfeited to Battram Custom Goal Equipment to cover our expenses on the products (material, labor); 50% will be returned to the customer.
All refunds will be issued in CANADIAN FUNDS ONLY. While we are fortunate to have customers from around the world, currencies fluctuate, and this can affect the amount remitted at time of refund. We apologize, but Battram Custom Goal does not control currency fluctuations - all transactions are conducted in Canadian funds as we are a 100% Canadian company.
If you are not satisfied that your Battram gear meets standards as outlined for the product, we will fix or replace the equipment. We will offer refunds on any equipment with which you are unsatisfied, but we reserve the right to refuse refunds at our discretion.
Refunds will not be given on visibly used equipment.
All protective goale equipment products ( GOAL PADS, GOAL GLOVES, GOAL CHEST & ARM AND GOAL PANTS) manufactured or distributed by Battram Custom Goal shall be warrantied to be free of any and all manufacturing defects for a period of one year from date of purchase.
In the event you have a claim under our warranty policy, please contact Battram Custom Goal by phone FIRST, accompanied by an email afterwards to recap the conversation, and provide photos/additional information as needed.
Any products found to have sustained damage through use other than that sustained during regular play will be ineligible. Our products are designed to withstand the rigors of hockey goaltending, and will give the average user years of enjoyment if cared for properly.
Battram Custom Goal holds sole discretion regarding whether an item satisfies this requirement. Should it be determined item is ineligible, the customer will be provided an explanation as to why.
Any complaints not directed to Battram Custom Goal first (i.e. will void the warranty, and the products will be ineligible for replacement/refund. We take customer service seriously, and we take our reputation seriously. It is only fair we be given an opportunity to address an issue with a product we made.
Warranty only applies if customer still owns the product(s) in question. Battram Custom Goal holds no responsibility should an item no longer be possessed by the customer. Additionally, BCG only does repairs for the purpose of addressing a manufacturer’s defect. If you purchased a Battram product secondhand, the condition is based on the use by the original owner - any repairs required should be directed to a local or online hockey repair shop.
Battram Custom Goal reserves right to void warranty at our discretion.
Our reputation as a quality company and our commitment to customer satisfaction ensures our customers that they will be 100% satisfied with our products. Returns are very rare; when they do occur, they are almost always the result of poor communication or inaccurate information regarding the appropriate size of the equipment. PLEASE VERIFY ALL MEASUREMENTS AND SPECIFICATIONS THOROUGHLY BEFORE SUBMITTING.
Please ensure that the equipment which you order is appropriate for your size and requirements. If you have any questions concerning the proper fit of your goal equipment, we are always available and eager to answer them for you. (To find the size of pad that's right for you, please check our page on selecting your new goal pads.)
THE ACCURACY OF MEASUREMENTS ARE THE RESPONSIBILITY OF THE CUSTOMER. INACCURATE MEASUREMENTS TAKEN BY A CUSTOMER CAN VOID YOUR WARRANTY - BE SURE.
Authorization for return must be given in writing from Battram Custom Goal Equipment, before returning any goods for exchange. Our top quality manufacturing techniques ensure that the quality of our products remains consistently high, as each piece of gear is carefully inspected at numerous stages of the production process, which is done by our experienced pad builder.
Sorry, but we cannot offer refunds on uniquely customized equipment (any product that has been customized in either special graphics or unique modifications to the product design).
Our customers are our most important asset, and we are working to improve our customer service experience. While we are in this period of growth, we want to ensure that our first-time customers, as well as our repeat customers, are satisfied with their experience every step of the way.
Our customers are entitled to what they pay for: their dream gear, in the time quoted, for the cost quoted. At time of payment, each customer is entitled to a production slot. A production slot refers to the 2-3 day block allotted specifically to your order.
Outside of your 2-3 day block, please understand that time is someone else’s paid production block; as such, we cannot spend extensive amounts of time discussing your order with you. You are entitled to answers to any questions you have, but we ask that you keep in mind that time and focus are at a premium around the shop. If you ask us a question, you will get an answer - we just ask that you bear with us.
We ask that all complaints be directed to us first so that we can make the situation right. To not allow us an opportunity to rectify a situation before taking it to a public forum is a demonstration of ‘bad faith’, and removes any responsibility on the part of Battram Custom Goal to fulfill any obligations via the warranty.
Complaints first directed to social media or other pubic forum are grounds for voiding of your warranty at our discretion.
Hockey is a dangerous sport; Battram Custom Goal manufactures custom-made goalie equipment for ice and roller hockey goalies intended to protect goalies against injury from the hazards of playing hockey. Battram Custom Goal holds no liability for injury sustained while using our products unless injury can be shown to be as a result of an issue of design and/or workmanship.
Additionally, as we are a custom equipment maker, we build to our customer’s specifications. Battram Custom Goal assumes limited responsibility for issues related to fit. We can assume no responsibility for issues of fit related to personal preference which are not effectively communicated in your order notes. Accuracy of measurements are the responsibility of the customer.
We will confirm all orders before production begins, but ask that all customers ensure that they have clearly communicated ALL special build requests, and submitted to Battram Custom Goal in the form of a point-form word document outlining all requests, and accompanied by some form of physical representation (sketch, mock-up, etc.).
We reserve the right to refuse/cancel any order with refund of any payment.
Refunds are made in Canadian funds, as the payment was submitted in Canadian funds.
Battram Custom Goal reserves the right to make minor cosmetic alterations/substitutions (colour, material choice) based on availability of materials.