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FAQ

WHAT IS YOUR RETURN/EXCHANGE POLICY?  

As long as the item is not used or damaged in any way and meets the eligibility requirements below, I’m happy to process a return/exchange for you. Please contact me for return address and further instruction. 

Note: return package MUST include your order number, name, and exchange/return details in order to be processed.

    • Request within: 14 days of delivery
    • Ship items back within: 30 days of delivery
    • Request a cancellation: before item has shipped

RETURN/EXCHANGE ELIGIBILITY: Returns/exchanges accepted within 30 days of delivery. Returns granted for store credit only, in the amount of the item or items being returned. Buyers are responsible for return shipping costs, as well as shipping for new/replacement item in the event of an exchange. 

  • Toe caps must be in new, unused condition, with absolutely no marking/damage or other visible sign it has already been installed onto a skate (notably around the toe stop hole)
  • Laces and Wheels must be unopened, in original packaging
  • Items must be returned undamaged, with all pieces/components they were sent with
  • Customer is responsible for using appropriate packaging to ship items back. (Returns may NOT be sent in a paper envelope, as they are prone to tearing and items being lost)
  • Custom and made-to-order items (fringe kits) are not eligible for return

POSSIBLE CUSTOMS/IMPORT CHARGES: International customers should keep in mind that taxes on imported goods vary by country and may requite you to pick up your package from customs. Buyers are responsible for any customs and import taxes that may apply. Please be familiar with these policies as they apply in your country before placing your order. Rollerstuff is not responsible for delays due to customs, USPS service/lead time changes, or packages/deliveries placed on hold due to suspended mail service in delivery country.

INTERNATIONAL SHIPMENT TRACKING & DELAYS: International buyers are highly encouraged to select Priority Mail or higher (not the lowest shipping option) to ensure your package is eligible for inquiry in the event of a lost/stuck situation.

International customers please note that the step between leaving the distribution location in the United States and being scanned/updated in the recipient country is usually the longest one in the delivery process, as the package must travel from the U.S. to the destination country, be delivered to the proper location at customs, wait in the queue to be processed by the customs department, physically be assessed and approved by a customs agent, then released to be scanned for the next update.

IN TRANSIT PACKAGES: I cannot refund orders that are still in transit, just because their delivery is delayed or the tracking updates are not as frequent as preferred. Packages such as this are still on their way and will still be delivered. If you would like to return your order once received, I’m happy to take it back and process the return for store credit in the amount of the items ordered.

MISSING, STUCK OR OTHERWISE LOST IN TRANSIT PACKAGES: If you did not select a shipping class eligible for inquiry or claims service, a refund cannot be issued until the carrier/mail service formally deems the tracking status of the shipment as “Lost.” Packages that are delayed, held up in customs, and/or appear to be “stuck” (have not shown “movement” in tracking status for a period of time) WILL NOT be refunded or replaced while tracking status still shows “in transit."

Note: If the last tracking update was in your country of residence, the delivery is no longer in the hands of the Unites States Postal Service as it has been handed off to Customs or the next carrier. If this is the case, you may contact your local courier or nearest customs department to locate your package. 

REFUNDS & REPLACEMENTS FOR LOST PACKAGES: Refunds or replacement shipments are not able to be issued until the shipment has been officially classified as Lost Mail by the carrier and tracking status has been updated to reflect that classification.

Note: Refunds will be for the order total not including shipping (regardless of delivery status) as the shipping fee was still paid to purchase of the label at time of shipment.

MISSING PACKAGES: If your package has been marked as delivered but was not received/collected from delivery point (or possibly taken from mailbox, porch, etc.), must contact within 2 business days of delivery date, otherwise there is no way to investigate/locate the package as too much time has passed from date it was left by the carrier. 

TOE CAP SIZING: Refer to SKATE size, not SHOE size; See "Size Guide" image on product page for full details.

General guideline for traditional style skates: SMALL recommended for skate sizes 8 and smaller; LARGE recommended for skate sizes 9 and larger. (Size 8 can go either way: small for snug fit, large for more coverage.)

Exceptions: (See size guide for specific skate model examples)

  • SKATES WITH A PUFFIER / MORE PADDED BOOT: You may need to size up to LARGE at skate sizes 7-8 instead of 9
  • IF YOUR SKATES LACE TO THE END OF THE TOE: It is recommended to go with size SMALL regardless of boot size
  • IF YOUR SKATES HAVE A LARGER TOE BOX: You will likely need size LARGE regardless of your boot size