How to Return an Item
In order to return an item you ordered with Skates.com, contact us by E-Mail to request an RMA (Return Merchandise 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 the customer's credit card within 2-5 business days.
Ship returns to:
Skates Dot Com
1818 Haight st
CA 94117 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.
*Items shipped back to any address other than the address shown above is subject to a rerouting fee of $15.00.
* 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.
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 will not accept any merchandise back into stock for Refund and or Exchange, if it has been altered in any way, making it unsellable as Brand New.
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. Item(s) will not be eligible for any refund and/or exchange.
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.
Free Shipping products are subject to a 10% restocking fee if returned for refund/exchange.
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, (quadline), Inline or ice skate packages and OR BULK ORDERS OF 3 MORE SKATES (ice, roller or inline), SKATE PACKAGES resulting in $300 or more will be subject to the 15% restocking fee.
If the customer refuses delivery or if the merchandise is re-routed back to the shipper of a package, they are subject to: 20% restocking fee, Customer pays for all shipping charges, Customer pays customs, duties and fees associated with the shipment (including the $17.50 refused/return to sender delivery fee charged from UPS)
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.
There is a 20% restocking fee on all special order items.
The customer pays for shipping in all directions UNLESS we make the mistake of shipping you a different item from what you ordered. If a customer claims that a package was shipped wrong, or if they claim to have received a damaged/defective item(s), it is our policy to wait for the item to be returned to us before shipping out another. If the customer wants a replacement shipped right away then we will charge the customer the full price of the replacement item at the time the replacement is shipped. Once the incorrect/damaged/defective item(s) is returned, a prompt refund of these charges will be issued to the customer.
We will not be able to refund you the shipping cost of the package if an item is missing or if your order is incomplete. In that case we will ship the missing item(s) to you immediately at no additional charge.
If you receive a damaged or defective item, contact our Customer Service within 72 hours of delivery at 1.800.554.1235 or 415.990.5869 (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 415.990.5869. Once again, please have your order number available when you contact the Customer Service Specialist.
All Free Accessories such as Skate Bags, Jelly Beans and Socks must be returned in order to get a full refund. Accessory items that are not returned will be charged from the refund at full retail price.
Product we sell are covered by warranties by the Manufacturer which exclude wear and tear . If you feel the item you purchased through Skates.com is indeed faulty, please contact us at 1.800.554.1235 or 415-752-8375 (Domestic and International) 10-6pm PST. For these situations, we would normally do the following:
- 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).
- We will check all parts and claimed defects.
- Once the product is determined to be defective, the item will be repaired or replaced. A refund is also available for the cost of the product only.
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 415-752-8375 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.