FAQ

  • How long will my order take to ship?

    Most orders leave our warehouse within 1-3 business days. Rush orders are prioritized. Your order may take up to 5 business days to ship if it is a custom mount.

    Orders arrive at different times depending on where you are located. We constantly update our checkout page with the most current ship time, so please refer to the timeframe you were given at checkout.

    Please do not contact us for a status update unless your order is late (according to the timeframe you were given at checkout) AND you have not received a shipping confirmation email. We understand you are excited to receive your skates, however our small team is not equipped to provide an individual status update to every customer and it prolongs our ability to respond to actual customer needs.

  • How can I track my order?

    As soon as your order leaves our warehouse, you will be sent a shipping confirmation email that contains your tracking number. This email will be sent to the email address you provided at checkout.

  • Do you ship internationally?

    We currently ship internationally to all of Canada, Mexico, Australia and New Zealand, and most countries in Europe, Central America, South America and Asia.

    The minimum subtotal for orders shipping to addresses in the UK is £135. There is no minimum subtotal for any other country.

    The customer is responsible for any applicable duties/taxes/fees. The amount due will be estimated for you at checkout. FedEx will contact you via email and let them know the tax and duty amount due. These fees can be paid online or at the time of delivery.

    Failure to pay applicable duties/taxes/fees will result in the order being returned to our warehouse, and any return shipping fees incurred will be deducted from the customer's refund

  • What if my skates don’t fit?

    If your skates feel too tight: skates should be snug, but not uncomfortable. We always recommend trying on your skates indoors with clean white socks and sitting with them on your feet for several hours. This allows the material to soften up and conform to your foot. If they are still uncomfortably tight, we will accept them as an exchange or a return.

    If your skates feel too large: if your feet are done growing and your skates are too big, we recommend adding a contoured insole or trying them on with thicker socks. If they are still too big, we will accept them as an exchange or return.

    PLEASE NOTE: Skates that are returned to us without the original product box are subject to a $5 re-box fee. We cannot accept skates that are used, damaged or missing components for a full refund. Depending on the level of severity, a 20%-50% fee will be deducted from your refund if your skates are returned no longer in new, re-sellable condition.

    To make a Return, please visit our Returns and Exchanges page.

  • What if I receive the wrong item, or it is damaged or defective?

    If you received the wrong item or the item is damaged or defective, please go to our Returns & Exchanges page for a returns link. Once you select your Return Reason, you will be prompted to upload photos and add comments so our customer service team can review the issue. You will select whether you would like a replacement or a full refund. Once our customer service team reviews the issue, you will receive a free return shipping label.

  • How do I change or cancel my order?

    We can accomodate most requests for order changes or cancellations if requested within the same day the order is placed and by 5pm CST.

    If you selected RUSH shipping, it is less likely we will be able to cancel your order.

  • Can I change my shipping address after my order is placed?

    Unfortunately we cannot make changes to your shipping address after your order has been placed. This is because your transaction was run through our fraud detection software and “passed” based on the billing and shipping address provided. Additionally, tax was calculated and charged automatically based on the zip code provided at checkout.

    If you must change your shipping address after your order is placed, we will cancel your order and issue you a refund. This way, you can place a new order with the updated shipping address and the transaction will run through our fraud detection software to ensure the purchase is non-fraudulent.

  • What can I do if a product goes on sale after I bought it?

    If you purchased a product from us that goes on sale within 2 weeks of when you bought it, we will refund you the difference between what you paid and the new sale price.

    Please contact us at email@rollerskatenation.com to request your refund.

  • What happens if there is an issue with my delivery?

    PACKAGE LOST/STOLEN

    If a package is lost or stolen, please reach out to our customer service team. They will submit a claim with UPS and an investigation will take place. We do not issue refunds for lost/stolen packages unless UPS determines the package was lost, but you may be entitled to a re-shipment

    FAILED DELIVERY

    If a package is returned to our warehouse due to 1. refused delivery or 2. the customer inputted the wrong address when they placed their order, the customer is responsible to pay the return shipping cost, which will be deducted directly from the customer's refund.