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Hey roller fam! At Outdoor Skates Shop, we want you to be as stoked about your gear as we are. If something’s not rolling right, our returns process is smoother than fresh bearings. Read on for the full scoop!

1. The Basics

We accept returns and exchanges within 15 days of delivery. All items must be:

  • In original condition (unworn, unwashed, with tags attached)
  • In original packaging (including any protective gear boxes)
  • Accompanied by proof of purchase

⚠️ Safety First: For hygiene reasons, helmets, elbow pads, and knee pads can only be returned if unopened in their original packaging. Once you’ve strapped them on, they’re yours to keep!

2. How to Initiate a Return/Exchange

Follow these steps to get rolling on your return:

Step 1: Contact Our Crew

Email us at [email protected] with:

  • Your order number
  • Item(s) you want to return/exchange
  • Reason for return
  • Whether you want a refund or exchange
Subject: Return Request – Order #[Your Order Number] Hi Skate Shop Crew, I’d like to request a return/exchange for my recent order: Order Number: [Your Order Number] Item(s) for return: [Product Name, Size, Color] Reason: [Too big/too small/damaged/wrong item/etc.] Preferred resolution: [Refund/Exchange for [Product Name]] Please let me know next steps! Roll on, [Your Name]

Step 2: Wait for Approval

Our team will respond within 2 business days with:

  • Return authorization
  • Shipping instructions
  • Return address (1101 Watson Lane, San Antonio, TX 78205 USA)

Step 3: Ship It Back

Pack items securely (we recommend using the original box) and ship to our warehouse. Include your return authorization number clearly on the package.

3. Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline:
    • Credit cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note: Shipping costs are non-refundable unless the return is due to our error.

4. Exchanges

Want to swap for a different size or style? Here’s the drill:

  1. Follow the return process above
  2. In your email, specify what you’d like instead
  3. We’ll ship your new item once we receive the return
  4. If the exchange costs more, you’ll pay the difference
  5. If it costs less, we’ll refund the difference

5. Non-Returnable Items

Some gear is final sale for safety and hygiene reasons:

  • Opened protective gear: Helmets, elbow pads, knee pads
  • Personal items: Crew socks, knee high socks, headwear
  • Customized products: Any skates with custom modifications
  • Clearance items: Marked “final sale” at checkout

6. Damaged or Wrong Items?

If your gear arrives damaged or incorrect:

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll cover return shipping and rush you a replacement

Pro Tip: Consider adding shipping insurance when returning high-value items – we can’t be responsible for packages lost in transit back to us.

Still Got Questions?

Our customer service squad rolls deep – hit us up at [email protected] or call (210) 555-ROLL (7655).

Remember: Life’s too short for gear that doesn’t shred right. We’ve got your back (and your feet, knees, and elbows)!

– The Outdoor Skates Shop Crew