FAQ

Heelys are shoes with removable wheels in the heels. Remove the wheels and insert the heel plugs when you want to wear them as everyday shoes.

Yes. Heelys offers styles in kids’ and adult sizes. Available sizes vary by style; check the size options on the product page before ordering.

Heelys are available in whole sizes. If you are between sizes, size up. Use the Heelys size chart to compare foot measurements and youth, women’s, men’s, UK, and EU sizing.

Standard wheeled Heelys include wheels and heel plugs unless the product page states otherwise. Check the selected style’s description for its wheel configuration and included accessories.

Follow the official How to Heely instructions and the instructions supplied with your shoes. Contact customer service if you are unsure about wheel installation or removal.

Match replacement wheels to your shoe model and size using the replacement product’s compatibility information. Do not assume one wheel size fits every style. Contact customer service if you need help identifying the right replacement.

Start with How to Heely and read the Safety Guide before riding. Follow the product instructions and inspect your shoes and protective equipment before each use.

Stop using the shoes for rolling and contact customer service for guidance. Include your order number, shoe model, and photos of the affected area.

Remove the wheels before cleaning. Gently clean the shoes with a soft cloth, mild soap, and warm water. Do not machine wash or submerge them.

You can request a change or cancellation within 2 hours of placing your order, provided it has not been processed. Open your order confirmation or account and select “Edit” or “Cancel.” Changes are handled by canceling and refunding the original order and creating a new one. See Change or Cancel Order.

Allow 2–3 business days for processing, plus transit time. Orders are processed Monday–Friday, excluding holidays; orders received after 3 p.m. Eastern time begin processing no earlier than the next business day. Busy periods may take longer. Check checkout for transit estimates and Shipping & Returns for details.

Standard shipping is currently $7.99 for eligible U.S. addresses. Available methods and charges are shown at checkout. See Shipping & Returns for destination restrictions.

Available expedited shipping options are shown at checkout. Delivery estimates depend on the destination and selected service; allow for order processing as well as transit.

Heelys ships to eligible continental U.S., U.S. territory, and APO/FPO addresses. International shipping is currently limited to Canada. P.O. boxes, Hawaii, Alaska, and Puerto Rico are excluded. Review Shipping & Returns before ordering.

Use the tracking link emailed after your shipping label is created, or check your account. Guest customers can also use the shipping email. If you cannot find your tracking information, contact customer service with your order number.

A shipping label may be created before the carrier scans the package. Check again the following business day. If tracking still does not update, contact customer service with your order number.

Check the delivery address and carrier details, then contact customer service so the team can investigate. Any carrier claim is subject to review; a replacement or refund is not automatic.

Qualifying purchases made directly from Heelys can be returned unused, in their original packaging, and in resellable condition. The standard policy provides free 30-day returns, with a holiday extension described in Shipping & Returns. Items marked Final Sale cannot be returned. Obtain return authorization before sending anything back.

The published holiday policy allows qualifying purchases made from November 1 through the holiday period to be returned through January 31. Product condition requirements and Final Sale exclusions still apply. Review Shipping & Returns for the full terms.

Open the Heelys return portal and enter your order number and the email used at checkout. Follow the authorization, packaging, and shipping-label instructions provided for your return.

Heelys does not offer direct exchanges. Return your eligible original purchase and place a separate order for your preferred size or style. Availability may change.

Refunds are issued to the original payment method after the returned item is received and inspected. Original shipping charges are not refunded. Your bank or payment provider may need additional time to display the credit.

Contact the retailer that sold you the shoes. Heelys cannot process a refund for an order placed with another store or website.

Please contact customer service with your order number and photos. Products purchased through the official online store have a 90-day limited warranty from receipt against defects in materials and workmanship, subject to review and proof of purchase. Fit issues, misuse, alteration, and excessive wear are excluded. Read the warranty in Shipping & Returns.

Visit our Contact page for help with sizing, orders, delivery, or returns. Include your order number when asking about an existing purchase.

The payment methods available for your order appear at checkout. Review the displayed options before completing your purchase.

Check the offer’s dates, eligible products, minimum purchase, and any exclusions. Enter the code at checkout and review the total before paying. Contact customer service if an eligible code is still not applying.