Returns, Refunds, Exchanges, Shipping, International Orders, Support, and Customer Service.

Effective Date: May 27, 2026.

For orders placed before May 27, 2026 please refer to this policy.

This Store Policy applies to purchases made directly through www.skates.guru. By placing an order through Skates.Guru, you agree to the terms below, including our return, refund, exchange, shipping, and customer service procedures.

1. Summary of Key Return Terms

  • Returns must be initiated within 30 days of delivery.
  • Items must be unused, unworn, undamaged, and in new/resellable condition.
  • Items must be returned with all original packaging, accessories, inserts, manuals, tags, blade guards/covers, tools, and included components.
  • All returns require a Return Merchandise Authorization (RMA) before shipping the item back.
  • Return shipping is the customer’s responsibility unless the return is confirmed to be caused by our error or a verified defective/incorrect item.
  • Website customers may request a reduced-cost prepaid return label when available. The current reduced-cost return label fee is $10.
  • Refunds are processed after the returned item is received and inspected, typically within 5–7 business days.
  • Original shipping charges, shipping insurance, Route Package Protection, duties, taxes, brokerage fees, and other third-party service fees are non-refundable unless required by law or unless the return is caused by our confirmed error.
  • Final Sale items are sold as-is and are not eligible for return, refund, exchange, or store credit unless required by law or unless Skates.Guru confirms that the item delivered is materially different from the Final Sale listing, such as the wrong displayed size, wrong displayed model, or wrong displayed item. Final Sale items are commonly customer returns, open-box items, discontinued items, closeout items, or items with visible wear, cosmetic damage, packaging damage, defects, or other condition issues. Photos and descriptions are provided for reference but may not show every scratch, scuff, mark, stain, dent, defect, sign of wear, packaging issue, or cosmetic imperfection. Additional minor or visible condition issues are not valid reasons for return, refund, exchange, chargeback, or store credit.

2. Final Sale Items

Items marked or sold as Final Sale are sold as-is and are not eligible for return, refund, exchange, or store credit.

Final Sale items are commonly customer returns, open-box items, discontinued items, closeout items, special markdowns, limited-availability products, or items with visible wear, cosmetic damage, packaging damage, defects, missing or imperfect packaging, or other disclosed or reasonably expected condition issues.

Final Sale items are listed here:
https://skates.guru/products/final-sale/

By purchasing a Final Sale item, you acknowledge and agree that:

  • The item is sold as-is.
  • The sale is final.
  • The item may have scratches, scuffs, dents, stains, marks, signs of use, packaging damage, cosmetic imperfections, defects, or other condition issues.
  • Product photos and descriptions are provided for reference but may not show every scratch, scuff, mark, stain, dent, defect, sign of wear, packaging issue, or cosmetic imperfection.
  • The listed condition is not limited to what is visible in the photos.
  • Additional minor or visible condition issues discovered after delivery are not valid reasons for return, refund, exchange, chargeback, or store credit.
  • Customer preference, condition sensitivity, cosmetic expectations, fit preference, stiffness preference, blade/boot appearance, packaging condition, or dissatisfaction with disclosed/as-is condition are not valid reasons for return.

The only standard exception is when Skates.Guru confirms that the delivered item is materially different from the Final Sale listing, such as the wrong displayed size, wrong displayed model, wrong displayed item, or another clear fulfillment error. The customer must notify Skates.Guru within 7 days of delivery and provide clear photos showing the mismatch.

Final Sale items are not eligible for return based on disclosed defects, visible defects, cosmetic flaws, customer-return/open-box condition, or defects reasonably associated with the item being sold as Final Sale.

3. Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The return request must be initiated within 30 days from the delivery date shown by the shipping carrier.
  • The item must be unused, unworn, clean, undamaged, and in new/resellable condition.
  • The item must be returned in its original manufacturer packaging.
  • All original components must be included, including but not limited to skates, blades, blade guards/covers, laces, tools, inserts, manuals, tags, accessories, and promotional items included with the order.
  • The return must include a valid RMA issued by Skates.Guru.
  • The item must be shipped inside a protective shipping box or protective shipping bag. The manufacturer/retail box may not be used as the outer shipping container.

Returns that do not meet these requirements may be refused, returned to the customer, or subject to deductions from the refund.

Final Sale items are excluded from standard return eligibility and may not be returned under this section unless Skates.Guru confirms that the delivered item is materially different from the Final Sale listing, such as the wrong displayed size, wrong displayed model, wrong displayed item, or another clear fulfillment error.

4. Return Merchandise Authorization (RMA)

All returns require an RMA before the item is shipped back.

To request an RMA, contact:
[email protected]

Please include:

  • Order number
  • Customer name
  • Item being returned
  • Reason for return
  • Photos if the item is damaged, defective or incorrect.

Returns received without an RMA may be delayed, refused, or returned to the sender. If we cannot identify the order or customer, the return may not be processed until sufficient proof is provided.

5. Return Shipping Responsibility

For customer-preference returns, including but not limited to wrong size selected, wrong color selected, changed mind, item feels too stiff/soft, customer ordered by mistake, or item no longer needed, return shipping is the customer’s responsibility.

Customers may either:

  • Use their own carrier and provide valid tracking; or
  • Request a reduced-cost prepaid return label when available.

The current reduced-cost prepaid return label fee for eligible www.skates.guru website customers is $10 and will be deducted from the refund if used.

The customer is responsible for the package until it is delivered to our return address. We strongly recommend using a trackable shipping method and keeping the drop-off receipt.

6. Return Order or Items

Customers must request and receive an RMA before sending any item back. Returns sent without an RMA may be delayed, refused, or returned to the sender.

Reduced-Cost Prepaid Return Label

Eligible www.skates.guru website customers may request a reduced-cost UPS/FedEx return-service label.

  • Current reduced-cost return label fee: $10
  • The label fee will be deducted from the refund if the label is used.
  • The prepaid return label is available only for eligible www.skates.guru website orders.
  • The customer must use the carrier shown on the label.
  • The customer must keep the drop-off receipt until the return is delivered and processed.

Generate the return label: Generate reduced-cost UPS/FedEx return-service label

Without Prepaid Return Label

Customers may ship the return using their own carrier after receiving an RMA. The customer is responsible for using the correct return address, purchasing postage, using a trackable shipping method, and keeping the tracking number.

Shipping address:

SKATE GURU Returns Department
2696 Lavery Ct Unit 22
Newbury Park, CA 91320
United States
[email protected]
(818) 722-1288

Shipping Label Purchase Links

The following links may be used when available:

7. Return Address

Returns should be sent only after an RMA is issued.

Skates.Guru Returns Department
2696 Lavery Ct Unit 22
Newbury Park, CA 91320
United States
[email protected]
(818) 722-1288

Customers using their own carrier are responsible for shipping to the correct address and keeping the tracking number.

8. Damaged, Defective, or Incorrect Items

If your non-Final Sale item arrives damaged, defective, or incorrect, you must notify us within 7 days of delivery.

For Final Sale items, disclosed defects, visible defects, cosmetic flaws, scratches, scuffs, stains, signs of wear, packaging damage, open-box/customer-return condition, or condition issues reasonably associated with the Final Sale listing are not treated as damaged/defective item claims. Final Sale claims are limited to cases where Skates.Guru confirms that the delivered item is materially different from the Final Sale listing, such as the wrong displayed size, wrong displayed model, wrong displayed item, or another clear fulfillment error.

Your message must include:

  • Order number
  • Description of the issue
  • Clear photos of the item
  • Clear photos of the packaging, shipping label, and any visible shipping damage
  • Any additional documentation we reasonably request to verify the claim

Examples of incorrect items include wrong size, wrong model, wrong color, or a different item than what was ordered. For Final Sale items, “incorrect item” means the item is materially different from the Final Sale listing, not merely that the customer is dissatisfied with the item’s as-is condition or that additional cosmetic flaws are found after delivery.

Failure to report damage, defect, or incorrect item issues within 7 days of delivery may disqualify the order from free return shipping, shipping reimbursement, replacement, or exchange. The item may still be eligible for a standard customer-preference return if it is within the 30-day return window and otherwise meets return eligibility requirements.

If the issue is confirmed after review, Skates.Guru will provide a resolution at no cost to the customer, which may include replacement, exchange, refund, prepaid return label, or shipping reimbursement, depending on the situation and product availability.

If a defect or incorrect item claim is reported late, for example on day 29 after delivery, the claim may be declined as a defect/incorrect item claim. The item may still be returned under the standard return policy if eligible, but return shipping would remain the customer’s responsibility.

9. Refunds

Refunds are issued after the returned item is received and inspected.

Final Sale items are not eligible for refunds, partial refunds, exchanges, store credit, or post-delivery price adjustments based on condition, cosmetic flaws, disclosed/as-is defects, packaging damage, signs of use, or customer preference. Final Sale refund review is limited to confirmed fulfillment errors, such as the wrong displayed size, wrong displayed model, wrong displayed item, or another clear material mismatch from the listing.

Typical refund processing time after inspection is 5–7 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Refunds are calculated as follows:

Refund = Original item payment minus applicable deductions

Applicable deductions may include:

  • Prepaid return label fee, if used
  • Original outbound shipping charge, if non-refundable
  • Shipping insurance or Route Package Protection, if purchased
  • Damage, use, missing-item, missing-packaging, or repackaging deductions
  • Duties, taxes, brokerage fees, or other non-refundable third-party charges
  • Any other fees allowed by law and applicable to the condition or handling of the return

Original shipping charges are non-refundable for customer-preference returns.

Shipping upgrades, express shipping, insurance, Route Package Protection, and similar optional services are non-refundable once the order ships unless required by law or unless the return is caused by our confirmed error.

10. Restocking, Repackaging, Damage, and Missing-Component Deductions

Items must be returned in new/resellable condition. Refund deductions may apply if the returned item is used, worn, damaged, incomplete, dirty, missing parts, missing accessories, missing packaging, or returned in damaged retail/manufacturer packaging.

Examples that may result in deductions or refusal include:

  • Skates used outdoors or on rough surfaces
  • Wheels, stoppers, blades, boots, or liners showing wear
  • Scratched blades or boots caused by improper packing
  • Missing blade guards/covers, laces, tools, manuals, tags, inserts, or accessories
  • Manufacturer box damaged because it was used as the shipping box
  • Tape, labels, postage, or writing applied directly to the manufacturer/retail box
  • Item returned without protective packaging
  • Item returned dirty, odorous, damaged, or not suitable for resale as new

Returns shipped without a protective outer shipping box or shipping bag may be refused or charged up to $20 repackaging fee, depending on the condition received.

If the item cannot be resold as new due to customer use, damage, missing components, or packaging damage, the refund may be reduced accordingly or the return may be declined where allowed by law.

11. Exchanges

Skates.Guru does not guarantee direct exchanges because inventory changes quickly.

Final Sale items are not eligible for exchange unless Skates.Guru confirms that the delivered item is materially different from the Final Sale listing, such as the wrong displayed size, wrong displayed model, wrong displayed item, or another clear fulfillment error.

Exchange requests follow the same process as returns:

  1. Request an RMA.
  2. Return the original item.
  3. Place a new order for the desired size, model, color, or item.

All return eligibility rules and return-related fees still apply. We recommend placing the new order as soon as possible if the desired item is available, because items are not reserved during the return process unless expressly confirmed in writing by Skates.Guru.

12. Blade Attachment for Complete Skates

Blade attachment may vary based on boot support level, manufacturer configuration, inventory availability, and standard skate-fitting practices.

General blade attachment expectations:

  • High-support boots/skates: Blades may ship detached.
  • Moderate-support boots/skates: Blades may be permanently attached, temporarily attached, or occasionally detached.
  • Low-support boots/skates: Blades are usually attached.

If you prefer a specific blade attachment method, you must leave clear instructions in the order comments at checkout. We will try to follow the request when possible, but blade attachment method is not guaranteed unless confirmed by Skates.Guru in writing before shipment.

Blade attachment method is not considered a valid reason for a free return, prepaid return label, shipping reimbursement, or defect claim. Blade mounting, adjustment, alignment, sharpening, and final fitting are standard procedures commonly completed by a qualified skate technician or local ice rink pro shop as part of regular skate fitting.

13. Shipping Policy

Orders are shipped Monday through Friday, excluding holidays.

Standard shipping operation hours are:

Monday–Friday, 10:00 AM–5:00 PM Pacific Time

Orders with Express or Ground shipping placed before 2:00 PM Pacific Time are typically processed the same business day when the item is in stock and no additional confirmation is needed.

Same-day processing is not guaranteed. Delays may occur due to inventory verification, payment review, address issues, fraud prevention, customer confirmation requirements, order volume, weather, holidays, carrier delays, or other circumstances outside our control.

14. Customer Confirmation and Order Holds

Some orders require customer confirmation before shipment, including but not limited to:

  • Incomplete or unclear shipping address
  • Possible size mismatch
  • Product selection concerns
  • Payment review
  • High-value order verification
  • Inventory substitution or availability issue
  • International shipping or customs-related clarification

If we request confirmation and do not receive a response within 7 days, we may cancel the order and issue a refund.

15. Delivery, Carrier Delays, and Lost/Stolen Packages

Once a package is accepted by the shipping carrier, delivery timing is controlled by the carrier.

Skates.Guru is not liable for carrier delays caused by weather, high-volume periods, holidays, operational disruptions, incorrect routing, customs delays, or other carrier-related issues.

Once a package is marked as delivered by the carrier, Skates.Guru is not responsible for theft, loss, misplacement, building mailroom issues, package-room errors, delivery to a front desk, delivery to a mailbox/parcel locker, or packages signed for or received by someone other than the intended recipient.

For high-value, urgent, or time-sensitive orders, the customer is responsible for selecting appropriate delivery-protection options when available, including but not limited to signature-required delivery, shipping insurance, Route Package Protection, delivery to a secure address, delivery to a business address, or delivery to a carrier pickup location.

Shipping protection, insurance, Route Package Protection, or similar package-protection options may be offered during checkout. If package protection is automatically added during checkout, the customer may have the option to intentionally remove or decline it before placing the order. By declining available package protection, shipping insurance, Route Package Protection, or signature-required delivery, the customer accepts the risk of loss, theft, misdelivery, or non-recovery after shipment or carrier delivery, except where prohibited by law.

Skates.Guru is not liable for stolen packages when the customer did not select signature-required delivery and/or did not keep available Route Package Protection, shipping insurance, or similar package-protection coverage on the order.

If a package is lost, stolen, misdelivered, or marked delivered but not received, the customer is responsible for contacting the carrier, filing any applicable carrier claim, checking with household members, neighbors, front desk, building management, mailroom, parcel locker provider, or local delivery office, and submitting any available Route or insurance claim if protection was purchased.

If the customer declines available protection or signature-required delivery and the carrier denies reimbursement, the customer is responsible for the loss and Skates.Guru is not required to issue a refund, replacement, store credit, or reshipment unless required by law.

For orders over $100, we strongly recommend selecting insured and/or signature-required shipping when available.

16. Undeliverable, Refused, or Returned-to-Sender Packages

If a package is returned to Skates.Guru because it is undeliverable, refused, unclaimed, or shipped to an incorrect/incomplete address provided by the customer, the customer is responsible for any related shipping costs.

Refunds for returned-to-sender packages may have the following deducted:

  • Original shipping cost
  • Return shipping cost charged by the carrier
  • Address correction fees
  • Carrier service fees
  • Any other applicable fees caused by the failed delivery

If the customer wants the order reshipped, additional shipping charges may apply.

17. International Orders

International customers are responsible for understanding and complying with their country’s import requirements.

We recommend selecting a shipping option that includes duties, taxes, and import fees upfront when available. This may create a faster and more predictable import process and may help reduce unexpected brokerage or customs charges.

International return terms:

  • International returns are accepted under the same eligibility rules as domestic returns.
  • International customers are responsible for all return shipping costs unless the return is caused by our confirmed error or required by law.
  • Import duties, customs fees, brokerage fees, taxes, and similar charges are non-refundable.
  • Skates.Guru is not responsible for customs delays, import restrictions, refusal by customs, abandoned packages, or fees imposed by customs authorities or carriers.

18. Payment Authorization

When an order is placed, your card or payment method may be authorized at checkout.

Depending on the payment method and order status, the charge may be captured after the order is reviewed, confirmed, or prepared for shipment. Some payment providers may show an authorization or pending charge before the transaction is fully captured.

Payment processing may involve third-party payment providers, including but not limited to Stripe, Afterpay, PayPal.

19. Third-Party Shipping Insurance and Route Package Protection

Route Package Protection, shipping insurance, and similar third-party protection services are non-refundable once the order ships unless required by law.

Claims involving Route must be submitted directly through Route’s claims process:

https://claims.route.com

Skates.Guru may assist with information needed for a claim, but approval, denial, timing, and resolution of third-party protection claims are controlled by the applicable third-party provider.

20. Warranty Claims

Skates.Guru follows applicable manufacturer warranty terms for defective products.

Final Sale items may be customer returns, open-box items, discontinued items, closeout items, or items sold with visible defects, cosmetic damage, packaging damage, or other condition issues. Disclosed defects, visible defects, cosmetic flaws, as-is condition, customer-return/open-box condition, and condition issues reasonably associated with the Final Sale listing are not handled as standard warranty or return claims through Skates.Guru.

If a defect is discovered after use, the issue may need to be handled as a manufacturer warranty claim rather than a standard return. Warranty coverage depends on the manufacturer’s policy, product type, time since purchase, product condition, and whether the issue is determined to be a manufacturing defect.

Damage caused by misuse, improper fit, outdoor use, improper installation, improper sharpening, improper blade mounting, improper maintenance, normal wear and tear, impact damage, water damage, heat exposure, modification, or unauthorized repair is not considered a manufacturing defect.

If a warranty claim appears valid, we may assist with submitting the claim to the manufacturer. Manufacturer approval is not guaranteed.

21. Policy Abuse, Fraud, and Refusal of Service

Skates.Guru reserves the right to refuse, limit, or cancel orders, returns, exchanges, warranty assistance, or customer service requests where we reasonably suspect policy abuse, fraud, misrepresentation, excessive returns, chargeback abuse, return of used items as new, altered products, missing components, false defect claims, false Final Sale condition claims, attempts to relitigate disclosed/as-is condition issues, or other conduct that violates our policies.

We reserve the right to document return condition, packaging condition, serial numbers, photos, videos, carrier records, and customer communications for fraud prevention, carrier claims, warranty claims, payment disputes, and policy enforcement.

22. Customer Communication and Support

Customer support is available Monday through Friday, 10:00 AM–5:00 PM Pacific Time, excluding holidays.

We typically respond to inquiries within 1 business day. During high-volume periods, holidays, weekends, or when additional investigation is required, responses may take 1–2 business days.

For support, contact:

[email protected]

Please whitelist the following email addresses to avoid missing important updates:

23. No Phone-Based Customer Service

Skates.Guru does not provide phone-based customer service as the primary support channel. We prioritize written support through email because it allows us to provide faster, more accurate, and better-documented assistance.

Written support helps us:

  • Review order details, product availability, tracking, and account information accurately.
  • Investigate issues before responding.
  • Provide links, documentation, photos, and detailed instructions when needed.
  • Maintain a clear record of the case for both the customer and Skates.Guru.
  • Escalate issues without losing information or requiring the customer to repeat details.

We are committed to providing reliable support through our online support channels.

24. Contact Details

For customer service, order questions, returns, exchanges, warranty assistance, and shipping-related questions, please contact us by email:

Email: [email protected]

Mailing / Return Address:
Skates.Guru / SKATE GURU Returns Department
2696 Lavery Ct Unit 22
Newbury Park, CA 91320
United States

Customer Support Hours:
Monday–Friday, 10:00 AM–5:00 PM Pacific Time, excluding holidays

Technical / administrative phone number:
(818) 722-1288

This phone number is not a customer-service consultation line. Skates.Guru does not offer phone-based customer service, phone consultations, or phone-based order support. For the fastest and most accurate assistance, customers must contact us by email so we can review the order, tracking, product details, photos, and written case history.

25. Return and Packing Instructions

Returned items must be packed carefully. Damage caused by poor return packaging may result in refund deductions or refusal of the return.

Follow these instructions:

  1. Do not use skates outside. Items must be returned in the same condition received.
  2. Repack all components. Include both skates and all original items that came with the order, including blade covers/guards, laces, inserts, manuals, accessories, tags, tools, and promotional items.
  3. Pack skates correctly. Place the skates sole-to-sole in the box so that the blades face opposite directions, with toe picks pointing away from each other. This helps prevent blades from rubbing against or damaging the boots during shipping.
  4. Use the original manufacturer box when possible. Place the skates neatly back into the manufacturer’s box. If the original box is damaged, use a sturdy replacement box.
  5. Protect the manufacturer/retail box. Place the skate box inside a protective shipping box or shipping bag. The manufacturer/retail box must not be used as the outer shipping container.
  6. Add packing material when needed. If using a shipping box, add packing paper, bubble wrap, or other protective material so the skate box does not move around during transit.
  7. Seal the package securely. Apply strong packing tape to all seams of the outer shipping box or shipping bag.
  8. Do not tape or label the manufacturer/retail box. Tape, postage, return labels, writing, or carrier stickers must be applied only to the outer shipping box or shipping bag.
  9. Attach the return label correctly. Place the return label on the outside of the shipping box or shipping bag. Do not place the return label directly on the manufacturer/retail box.
  10. Remove or cover old labels. Remove or fully cover any old shipping labels or barcodes on the outside package.
  11. Use the correct carrier. Drop off the package with the carrier shown on the return label, such as UPS, USPS, or FedEx.
  12. Keep the drop-off receipt. The customer is responsible for proving the return was shipped and tracking it until delivery.

26. Additional Policies Involved During Order Fulfillment

Order fulfillment, payment processing, shipping, tracking, insurance, and delivery may involve third-party providers. Their own terms and policies may also apply. These are additional policies and services that may be involved during order fulfillment.

Examples include:

Skates.Guru is not responsible for third-party provider decisions, outages, delays, denied claims, service limitations, or fees except where required by law.

27. Policy Updates

Skates.Guru may update this policy from time to time. The policy version posted on www.skates.guru at the time of purchase will generally apply to that order unless a later version is required by law or is more favorable to the customer.

Policy last updated: May 27, 2027

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