Frequently Asked Questions

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

ORDERS

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

 

Email [email protected] for further assistance

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

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. 

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. 

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

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 [email protected]

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

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

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

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.

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.

Any stock epoch product and or apparel item

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

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 to [email protected]

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 [email protected] and we will direct you an expert sales rep in your area.

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

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

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.

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

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