Here are the answers to some of our most common customer queries. If you do not see the answer to your question below, feel free to email your question here.

I just received my invoice. How come the total I was charged on my Visa statement differs from the total on my receipt?

We have to run all of our credit card orders through our terminal in Canadian funds. Therefore we have to convert all U.S. currency orders to Canadian dollars.

When you receive your monthly statement from your credit card company, the amount will be converted back to U.S. funds (if you are an American customer) and should jibe with your invoice total.

*** At current exchange rates, $100 U.S. equals approximately $133 Canadian.

How do I know the item I am interested in is legitimate? Will I get a Certificate of Authenticity with my order?

If you have not done so already, please check out the rest of the website. We make a point to include numerous photos of players signing autographs for us and posing in front of our stores. This is done for the purpose of CREDIBILITY. There is no company in the field of autographed hockey memorabilia that is more credible than Frozen Pond.

We have conducted autograph sessions with hundreds of professional athletes, and have pictures with most of them to prove it. We are endorsed by the NHL, the Hockey Hall of Fame, and dozens of other teams, leagues, and players. We are as legitimate as they come.

The validity of one of our autographs has never been questioned.

And yes, you will get a certificate of authenticity with every autograph purchase, plus a Frozen Pond holofoil is included on all items signed in our presence.

Can I send my own item in and have you get it signed the next time you're with that player?

Sorry, but this is not a service that we offer. Warehousing merchandise for collectors offers plenty of risk on our part, with very little reward.

Our public and private autograph sessions are well advertised in our mailings and on our website. You are more than welcome to send in your own item to get signed at any of these solicited events.

I’m trying to find out if my item is real and what it may be worth. Are you able to help me with this?

We are, but unfortunately this service is not free. Researching authenticity and values takes time and can be a very laborious task. Please feel free to drop us a line at info@frozenpond.com if you would like a quote for your piece.

Is that really Gordie Howe on your answering machine message?

Yes it is. Gordie came to the Grand Opening of our retail location in November of 2007, and recorded our answering machine messages. He was at Frozen Pond more than fifteen times over the years and was an amazing friend to us. We miss him. :(