Customer Service Hours: 9-5pm (CDT) Monday - Friday

support@epochlacrosse.com

ORDERS

Where can I find my order number?

After placing your order you will receive an email confirming your purchase and your order number. 

I never received an order confirmation. What do I do?

Emailsupport@epochlacrosse.com for further assistance

How can I check the status of my order?

To check the status of your order, please visit the check order status page. Have your order number/email address used to order ready. 

SHIPPING

How long will it take to get my order?

It all depends on what you order. Processing time for orders is listed below.

Stock Epoch products take 2-3 business days to be delivered once shipped.

Apparel orders take 3-5 business days to be delivered once shipped.

Custom Shaft orders take 3-5 business days to be delivered once shipped.

If you order a stock Epoch product and a custom apparel and or custom shaft product, your order will arrive in different packages within different time frames, depending on their shipping times. For instance: If you order a Strung Z-One Head and a Deephaven Short Sleeve T-Shirt, your Z-One Head will arrive before your T-Shirt. Your T-Shirt may take 5-7 days to arrive after your Z-One Head is delivered.

*Please allow extra shipping and processing time for orders shipped to Canada due to customs processing.

How do I track my order?

To check the status of your order, please visit the check order status page. Have your order number/email address used to order ready. 

Stock Epoch products take 2-3 business days to be delivered once shipped.

Apparel orders take 3-5 business days to be delivered once shipped.

Custom Shaft orders take 3-5 business days to be delivered once shipped.

*Please allow extra shipping and processing time for orders shipped to Canada due to customs processing. 

I need my order FAST. What can I do?

At this time, we do not offer expedited shipping, nor can we guarantee your order delivery before your big game/tournament/birthday etc. However we will do our best to get your order shipped as fast as possible. 

WARRANTY

Where do I make a warranty claim?

You can fill out a warranty request here

What do I need for my warranty claim to be processed?

You will need the following:

  1. The product you are requesting the warranty for
  2. Picture of the damaged product
  3. Proof of purchase (This can be in the form of a copy of the original receipt, screenshot of the online order, or a credit card statement detailing the date of purchase and the name of the authorized Epoch dealer it was purchase from.)

EACH EPOCH PRODUCT WARRANTY IS DIFFERENT. PLEASE REFER TO OUR WARRANTY PAGE FOR MORE INFORMATION REGARDING OUR WARRANTY POLICIES. IF YOU STILL HAVE FURTHER QUESTIONS REGARDING A WARRANTY, CONTACT US AT SUPPORT@EPOCHLACROSSE.COM

If the product I got as a warranty breaks can I get a new one?

No. We only offer 1-time replacements of warranty products

My custom shaft broke, is it covered under warranty?

Our custom shafts come with the same warranties all our Dragonfly Shafts carry. Find all of our warranty policies here

If your custom Dragonfly shaft breaks, and is still within the proper warranty period, we will try to replace your custom shaft with the same design. If for any reason we cannot replace your custom shaft with a new one, you will receive a stock shaft of equal or greater value. To note: for custom shaft warranty orders, please allow time for additional processing.

*Limited Edition Shafts (For example: shafts where only a certain number are made ie 1 of 25) are not covered under our regular warranty. We will replace the Limited-Edition Shaft with a stock shaft of equal or greater value.

Please refer to our warranty page for all shaft warranty policies

RETURNS/EXCHANGES

What is your return/exchange policy?

We are offering an extended return policy for the 2020 Holiday Season. All orders placed after November 26th will receive a 60-day extended return policy.

We offer a 15 day return and exchange policy on all Epoch products in new and unused condition.

How do I make a return online?

Go to our return page here:https://www.epochlacrosse.com/return-request/and follow the on screen instructions. Be sure to have your order # and email ready If you checked out as a guest.

How do I make an exchange online?

Go to our return page here: https://www.epochlacrosse.com/return-request/ and follow the on screen instructions. Be sure to have your order # and email ready If you checked out as a guest.

What can I return or exchange?

Any stock epoch product and or apparel item

Can I return or exchange a custom shaft?

No. Each shaft is made to order and comes fully custom for the user. This includes but not limited to: Shaft Collections, Limited Edition Shafts, and Name + Number Shafts.

OTHER QUESTIONS

When will Bespoke be back up and running?

Currently we are updating bespoke online and our order processing is down, however we can take your bespoke order manually over the phone as well. If you would like to place a bespoke order, please reach out tosupport@epochlacrosse.com

I want to get custom Epoch Gear for my Team. How do I start?

Great Question! We would love to help get your team in Epoch gear. If you are interested in placing a team order for custom protective, custom shafts, custom heads, and or custom apparel, please email info@epochlacrosse.comand we will direct you an expert sales rep in your area.

Can I get free stuff?

Sorry but no. With practice (and hard work) maybe you’ll make it to the PLL and we can sponsor you then!

What if I want to review a product? Can I get free stuff?

Still No. We only work with trusted partners and brands to do reviews of our products. 

Do you make all of your Dragonfly Composite Shafts in the United States?

We absolutely do. We have a 10,000 sqft facility in Minnesota that cranks out hundreds upon thousands of shafts, quality tested by our own staff in house as well as some of the greatest athletes in the game like Matt Rambo and Jarrod Neumann of the PLL.

Is it really as cold in Minnesota as they say it is?

Yes – freezing in winter time, but that makes the spring and summer lacrosse seasons even more enjoyable!