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

Effective Date: July 10, 2023 until May 27, 2026. For orders placed after May 27, 2026, this policy applied.

Summary of Key Return Terms

  • 30-day return period from date of delivery
  • Item must be unused and in original packaging
  • Return shipping is the customer’s responsibility (or $10 prepaid label option)
  • Refunds processed within 5–7 business days of return inspection
  • Defective or incorrect items returned at no cost to you

1. General Policy Overview

By placing an order on www.skates.guru, you agree to the terms outlined in this Returns and Refunds Policy. This agreement is confirmed during the checkout process. If you are unsatisfied with your purchase, we’re here to help.

2. Return Eligibility

  • Returns must be initiated within 30 days of delivery.
  • Items must be unused, in new condition, and in the original packaging.
  • Items must be shipped in a protective shipping box; returns sent without one may be refused or charged a $20 repackaging fee.
  • All returns require a Return Merchandise Authorization (RMA). Contact [email protected] to request an RMA.

3. Damaged or Incorrect Items

  • If your item arrives damaged or incorrect (wrong size, model, or color), you must notify us within 7 days of delivery and provide clear photos.
  • Failure to report within 7 days may disqualify the item from shipping reimbursement or exchange.
  • Once confirmed, we will issue a full shipping refund after the item is returned and inspected.
  • Example: If a defect is reported on day 29, the claim will be declined. The item can still be returned, but return shipping is the customer’s responsibility.

4. Refunds

  • Processing Time: Refunds are issued within 5–7 business days after inspection.
  • Calculation:
    Refund = Original Payment – Return Label (if used) – Original Shipping – Damage Fees (if applicable) – Insurance (if applicable)
  • Customer Preference Returns (e.g., wrong size, color, or too stiff/soft): Original shipping is non-refundable.
  • Return Label: You may use a $10 prepaid return label, or ship using your own carrier.

5. Exchanges

  • Exchanges follow the same process as returns.
  • You must return the original item and place a new order for the desired size or model.
  • All return-related fees still apply.

6. Blade Attachment for Complete Skates

Blade attachment depends on the boot support level:

  • High Support: Blades are detached
  • Moderate Support: Blades are permanently or temporarily attached, or occasionally detached
  • Low Support: Blades are attached

If you prefer a specific method, please leave instructions in the order comments. If no preference is specified, the standard method will be used based on availability and support level.

Important: Blade attachment method is not a valid reason for return. Blade mounting is a standard procedure typically completed at the local ice rink as part of regular skate fitting.

7. International Orders

We recommend selecting a shipping option that includes taxes and duties upfront. This creates a faster and more streamlined experience during import processing and helps avoid additional import brokerage fees.

  • Returns are accepted under the same terms as domestic orders.
  • International customers are responsible for all return shipping costs.
  • Import duties and brokerage fees are non-refundable.
  • Return Address:
    Skates.Guru Returns Department
    2696 Lavery Ct Unit 22, Newbury Park, CA 91320

8. Shipping Policy

  • Shipping Schedule: Orders are shipped Monday–Friday, 10 AM–5 PM PT.
  • Orders with Express or Ground shipping placed before 2 PM PT are typically processed same-day.
  • Carrier Delays: We are not liable for weather or high-volume carrier delays, including during holidays.
  • Customer Confirmation: Delays may occur if order details require confirmation (e.g., incomplete address or unclear size). If we do not receive a response within 7 days, the order may be canceled.
  • Shipping Responsibility: Skates.Guru is not responsible for errors, theft, or delays once the package is marked as “delivered” by the shipping carrier. This includes situations where the package may be misplaced, stolen, or signed for by someone other than the intended recipient. We strongly recommend choosing a shipping option with insurance and signature confirmation for high-value or time-sensitive orders.
  • High-Value Orders: For orders over $100, we recommend selecting signature-required or insured shipping.
  • Undeliverable Addresses: If undeliverable, return shipping fees will be deducted from your refund.

9. Payment Authorization

  • We authorize your card at checkout, but do not charge it until the order is reviewed and confirmed for shipment.

10. Customer Communication

We respond to all inquiries within 1–2 business days.
Please ensure emails from [email protected] and [email protected] are whitelisted to avoid missing important updates.

Why We Don’t Offer Phone Support: Skates.Guru does not provide phone-based customer service. Instead, we prioritize fast and effective help through our online support channels — primarily email.

Our Customer Support team is available Monday to Friday, from 10 AM to 5 PM Pacific Time, and is staffed by real, friendly humans. Here’s why we choose online support:

  • Efficient Order Handling: We can instantly access your order, product availability, and account details, allowing us to resolve issues faster than we could over the phone.
  • Accurate, Thorough Responses: We can take the time to investigate, provide links or documentation, and give you the most accurate answer — without rushing or placing you on hold.
  • Detailed Record Keeping: Email threads provide a complete record of your case. If we need to escalate your concern, nothing gets lost, and you won’t need to repeat yourself.
  • Faster Resolution: Most inquiries can be resolved faster via email than over phone lines, especially during high-volume periods.

We appreciate your understanding and are committed to delivering excellent support through the most efficient and reliable channels.

11. Third-Party Shipping Insurance

  • Route Package Protection or similar services are non-refundable once your order ships.
  • Claims involving Route must be made directly via their support channels. Proceed to https://claims.route.com/ to submit a claim.

12. Warranty & Policy Abuse

  • We follow manufacturer warranties for defective products.
  • If a defect is confirmed post-use, we will assist in filing a warranty claim with the brand.
  • We reserve the right to refuse service to anyone who abuses our return or chargeback policies.

Return order or items

Generate reduced cost UPS/FedEx return-service label – $10 for www.skates.guru website customers only – Generate the return label

Without prepaid return label

Shipping address:

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

Outbound Prepaid Shipping Label

Purchase Outbound Shipping Label

Return Service Shipping Label

Purchase Return Shipping Label

Additional policies that might be involved during order fulfillment.

  • Stripe – https://stripe.com/
  • AfterPay – https://afterpay.com/
  • UPS – https://www.ups.com/
  • Shipstation – https://www.shipstation.com/
  • FedEx – https://www.fedex.com/
  • USPS – https://usps.com/
  • Route – https://route.com/

Policy updated on June 13, 2025

Return and Packing Instructions

  • Do not use the skates outside. Items must be returned in the same condition you received them.
  • Repack all components. Include both skates and all original items that came with the order (e.g., blade covers/guards, laces, inserts, manuals, accessories, tags, etc.).
  • Pack skates correctly (important). Place the skates sole-to-sole in the box so that the blades face opposite directions (toe picks pointing away from each other). This helps prevent the blades from rubbing or damaging the boots during shipping.
  • Use the original box.
    • Place the skates neatly back into the manufacturer’s box.
    • If the original box is damaged, use a sturdy replacement box.
  • Protect the box.
    • Put the skate box inside a shipping box or shipping bag.
    • If using a box: add packing paper/bubble wrap so the skate box does not move around.
  • Seal the package securely. Apply strong packing tape to all seams. Tape should be applied only to the outer shipping box/bag—do not place tape directly on the retail/manufacturer’s box.
  • Attach the return label correctly.
    • Place the label on the outside shipping box/bag.
    • Do not place the label directly on the manufacturer’s box.
    • Remove/cover any old shipping labels on the outside package.
  • Drop off with the correct carrier. Use the carrier listed on the return label (UPS/USPS/FedEx). Keep the drop-off receipt.
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