Returns and Exchanges
Returns Processing Time
Your satisfaction is guaranteed on every order.
We have a 15 day money back guarantee on any item returned unmodified in it's original packaging in "new" condition. New condition means blades not sharpened (unless sharpened by us), skates not used (worn wheels, etc.) tags must be on garments.Holiday Returns. Any orders placed between November 19, and December 31, qualify for our extended Holiday Returns period. Orders placed during this time will have until January 15 or 15 days from merchandise receipt (whichever is longer) to request a return authorization.Return Authorizations
To return an item for any reason:
You must email the address below for a return or exchange authorization. We will issue a Return Authorization Number and shipping instructions if return criteria are met. Requests for return and exchange authorization numbers must be received within 15 days of receipt of the item(s)
. Return the item with the original packing slip and the Return Authorization Number which we will supply you. We cannot guarantee that we can credit you the purchase price if you do not receive a Return Authorization number. Credit will not include shipping and handling charges.
Returns shipped freight collect will not be accepted.
Please allow 5-10 business days for your return/exchange authorization request to be processed and sent.
If the item needs to be returned due to any defects/damages that are not covered under the manufacturer's warranty, you must contact us within 15 days of delivery for a return label authorization. The return label will be sent electronically to your email address where the customer can print the label, apply to package, and take to any UPS authorized shipping locations. Products determined to be NOT defective/damaged, will either be sent back to customer, not credited, or not accepted/refused.
With few exceptions, a 20% restocking fee will be applied to all returns which do not result in an exchange. Instances were a restocking fee is not charged included shipping errors on our part, defective/damaged merchandise, and returns for size.
We MUST receive returns within 15 days of issuing a return authorization number. Returns received beyond that timeframe will either be charged an additional restocking fee, or will be refused.
If packages are returned to us for any reason except for shipping mistakes on our part or with our express consent, you may be charged for both inbound and outbound shipping. You are responsible for original shipping on returns for refund, except for when we have made an error. You are responsible for shipping charges back to our facility for returns and exchanges. We will pay for one re-shipment for custom skate orders of above $299 when you order boots first for fitting (re-shipment for exchanges are the responsibility of the customer on International orders). If we make a shipping mistake in an order, we will pay for your return shipping. CUSTOM ORDERS MAY NOT BE RETURNED FOR ANY REASON. Custom orders include boots manufactured to order, Twizzle skating dresses, monogrammed items, and many skate packages above $500. We will work with you to properly size boots on high-end skate orders. See individual pages or e-mail us for details.
Returns Processing Time
You should expect to receive your refund or exchange within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (5 to 10 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Please send return/exchange inquiries to email@example.com