Returns (RMA)
How to return an item
In order to return an item you ordered with Skates.com, contact us at 1.800.554.1235 or 415.447.1800 (Domestic and International) 10-6pm PST or E-Mail us to request for an RMA (Return Authorization). Please provide your order number and/or last name to speed up the process.
RMAs are only issued for UNUSED items for credit/refund. They must be requested within 20 calendar days from the date of receipt of merchandise as evidenced by shipment tracking information. After this time, items will cease to be eligible for RMAs (Return Merchandise Authorizations), credit, refund or exchanges.
Merchandise must be postmarked for return within 7 calendar days after RMA is issued. Customer is responsible for all shipping costs for returns in both directions. On receipt of RMA, refunds will be credited back onto customers' credit card within 2-5 business days
Ship returns to:
RETURNS
Skates Dot Com
540 De Haro St
San Francisco
CA 94107 USA
To obtain a different size or item, please place a new order through our website.
*Items returned without an RMA could be subject to delays with a $5.00 processing fee imposed on the total amount refunded
* Orders made from Nov 1st are subject to 60 day limit from date of receipt in spirit of the holidays.
* Orders made from Dec 1st are subject to 40 day limit from date of receipt in spirit of the holidays.
- Restocking Fees
- Skates which require plate/chassis mounting (except wheel-changing) will be subject to a 10% restocking fee. This includes all skates that require a skate mechanic to mount, modify and hand-build. Also, any quad skate packages (these include rollerskates and Quadlines) priced $300.00 and above will be subject to the 10% restocking fee.
- Free Shipping products are subject to a 10% restocking fee if returned for refund/exchange.
- Custom made, colored and built skates, as well as custom mounted ice skates, are neither returnable nor refundable. They include the Palomino, Special EE widths, Custom Orders, Custom Configuration and any items that are not offered on the website as current options. Ice skates with blades mounted and or sharpened are neither returnable nor exchangeable.
- Defective Items
If you receive a damaged or defective item, contact our Customer Service within 72hours of delivery at 1.800.554.1235 or 415.447.1800 (Domestic and International) 10-6pm PST or E-Mail us. Please provide your order number and item number from your original confirmation e-mail and we will make every reasonable effort to replace the item for you. We will cover shipping charges if there was damage to the item due to shipping. If there is extensive damage to the carton, contact the Postal carrier and the Skates.Com Customer Service immediately at 1.800.554.1235 or 415.447.1800. Once again, please have your order number available when you contact the Customer Service Specialist.
*** For defective Razor Aggressive skate products, please contact the manufacturer directly:
Razorskate.com
1-866-729-6779
Info@sunshine.com
- Warranty Issues
Most products we sell are covered by 1 year warranties by the Manufacturer except wear and tear parts like frames, wheels and brake pads. If you feel the item you purchased through Skates.com is indeed faulty, please contact us at 1.800.554.1235 or 415.447.1800 (Domestic and International) 10-6pm PST. For these situations, we would normally do the following:
i) Ask you to send us a picture attachment of the item in question so we may investigate. Or, alternatively, ask that you ship the item back to us (Shipping is paid by the customer at this point).
ii) We will check all parts and claimed defects.
iii) Once the product is determined to be defective, we will either refund you in full (including shipping both ways) or replace the item with a new one.
Alternatively, if we determine the product NOT TO BE DEFECTIVE we will not be able to reimburse you for the shipping nor the product. At this point, you can choose to have the product shipped back at your expense.
We strongly suggest that you call our customer service reps at 1.800.554.1235 or 415.447.1800 so we may provide you with technical support BEFORE beginning the return process. This will save you a lot of time and money in the long run.
- Used Item Disclaimer
Used items are NOT Returnable, Exchangeable nor Refundable. No exceptions.
The skates/shoes/items you receive in the mail are brand new and in unused condition. We strongly recommend that you try them on INDOORS ON SMOOTH OR CARPETED SURFACES to ensure proper fit before using them at all. This will preserve the condition of the items should you choose to return them. In other words, do not attempt to test the skates or items by skating around the block or at an indoor rink.
We do not differentiate between slightly used, well used or very used. Any skate/shoe/item which comes back to us in a condition that cannot be resold as new are considered USED.
We will contact you to let you know so we can either ship the item/s back to you at your cost or donate them to a school or charity
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