Special Orders & Deposits
This policy applies where Puckin’ Go orders equipment specifically for a customer, including high-value skates, goalie equipment and other items we may not normally hold in stock.
Standard catalogue products marked “Available to order”
These are regular catalogue products that Puckin’ Go does not currently hold in our shop. The customer selects their exact option and pays the full displayed price securely at checkout. We then place an order with our supplier. Once the goods reach us and have been checked, we dispatch them using the selected delivery method or confirm collection is ready.
The displayed dispatch estimate is indicative and depends on the supplier. If we cannot supply the item within the agreed timeframe, we will contact the customer to discuss an alternative or refund. Standard online cancellation and faulty-goods rights still apply. The staged deposit arrangements below relate to separately agreed special or bespoke orders, not these standard online purchases.
Payment schedule
Unless otherwise agreed, a special order will normally require:
- 10–15% initial deposit before we place the supplier order.
- When the supplier confirms dispatch, a further payment so the total paid reaches 50% of the agreed purchase price.
- The remaining 50% balance on collection, before the goods are released.
The second-stage payment helps towards supplier cost, freight, import/clearance costs and other costs Puckin’ Go has committed to in obtaining the goods.
Stage-payment deadlines
When a dispatch-stage payment is requested, the customer will normally have 7 calendar days to pay. If unpaid, we will normally issue a final reminder allowing a further 7 calendar days. If payment is still outstanding and no alternative arrangement has been agreed, we may treat the customer as no longer proceeding with the special order and terminate it.
Cancellation after we place the supplier order
If a customer cancels after Puckin’ Go has committed the order to a supplier, we will take reasonable steps to minimise the loss. Where the supplier accepts the goods back, reasonable unrecoverable costs directly caused by the cancellation may be deducted, such as return carriage, non-refundable freight, genuine supplier restocking charges or other direct costs.
Where the supplier will not accept the goods back, we may attempt to resell them. If a reasonable price reduction is required to achieve that resale, the actual resulting loss may be taken into account. We will not automatically keep the whole deposit or 50% stage payment if our actual loss is lower. Any amount paid above the reasonable loss suffered will be refunded.
Special-order skates
Where we have helped select a skate, we will check fit when it arrives where reasonably possible. Skates should be tried on before baking, sharpening, profiling or other alteration. Once the customer confirms the fit and authorises that work, the skates cannot normally be returned for change of mind.
Custom goalie equipment and personalised goods
Genuinely bespoke equipment—such as equipment manufactured to individual specifications, custom colours or personalisation—may lose the normal change-of-mind cancellation right once manufacture begins. Standard catalogue goods do not become bespoke merely because we order them specially.
Supplier cannot fulfil the order
If our supplier cannot provide the agreed item and we cannot provide an acceptable alternative, money paid for that item will be refunded. The customer will not lose a deposit because Puckin’ Go or the supplier cannot fulfil the agreed order.
Online standard goods
Labelling an ordinary product as a “special order” does not remove statutory distance-selling cancellation rights that apply to standard goods bought online. Those orders are handled under our Returns & Refunds policy.
Contact
Telephone / WhatsApp: 07586 535143. The public @puckingo.co.uk email address will be added before launch.