FAQ

If you look inside the empty wheel cavity (the wheel cavity is the hole on the bottom of the shoe where you normally insert your wheel and/or plugs), you'll find the type and size of wheel/plug that your shoe uses imprinted inside the wheel cavity. For example, if it reads 'FATS-L (US 9-12)', you will need to order FATS wheels and/or plugs in a size LARGE, which fits shoes in US sizes 9 through 12. Please note: If the imprint only shows a size (Small, Medium or Large), you will need the FATS style in the stated size.
To see a visual example, click here!

Please see our shipping information page.

Yes!  We sure can!  We can also ship to APO/FPO.  Please select Surepost as the shipping method

Yes! You have 2 hours to change or cancel your order. If canceling your order, you’ll receive an email confirming the cancellation status following an order refund email. If making changes to an order, we will cancel and refund the original order and create a new order with the changes that are being made. Please be aware that we are only be able to change or cancel your order if your request is answered before your order is processed. Simply Login to your Account or access view your order on the order confirmation email and select “Cancel” or “Edit” within 2 hours to update your order.

We are not currently shipping outside of the United States. If you’re visiting our site from outside of the United States, please visit the countries page to find a retailer or distributor in your country.

For registered users, to track your order, please login. You can check the history of your orders and check the status on those orders. You can also click on the link from your order confirmation email.

If you have an order you would like to track and you haven't registered, please email customer service and they will be able to provide you the latest shipping information. 

Yes! Please email customer service with your Order # and request to Sync your Order to your account at custserv@heelys.com.

Please visit our Shipping and Returns section. To initiate a return, click here. Items listed as "Final Sale" can NOT be returned.

We currently accept Visa, Mastercard, Discover and American Express.

We do accept bank gift cards; however, you must retain the gift card. In the event of a return, the refund can only be processed to the gift card. Heelys is not responsible for lost gift cards.

When using a credit or debit card on Heelys.com, your financial institution may place a monetary hold on your account. This hold is usually released when the completed transaction is received by the bank, but the release of the hold may take several days, depending on your banks policies. Please check with your financial institution for more information.

We recommend that you check the valid date to ensure that the promo is still current. If the promo code is still valid and you are having difficulty, please contact customer service for assistance.

At the top right of the page you will see "MY CART". Select "MY CART" and scroll down in your cart until you see "DISCOUNT CODE & GIFT CARDS". Type your promo code in this field and click "APPLY COUPON". Once applied, if the promotion is valid you will see in green writing, "Entered coupon code". The discount code will now be applied at checkout.

No, promo codes are designated for one and only one order.

Yes! Expedited options will be listed on checkout.

Sizes that that are displayed in the list with Out Of Stock are sold out. To see when your size might be back in stock, please email customer service. Currently we do not offer rainchecks nor back orders.

Whenever possible Heelys likes to take part in giving back to the community. Each case is reviewed and handled individually. We will work with your organization and collect information. Please reach out to customer service for assistance.

The wheels are easy to put in and easy to take out. You can wear your Heelys without the wheel and they look and function just like any other shoe.
Heelys do not have retractable wheels – shoes that have retractable wheels are NOT made by Heelys.

Yep! They are great for first-time skaters, because two wheels provide more stability and balance. Once the skater is ready for one wheel, the smaller wheel can easily be removed, turning them into a normal pair of Heelys. Not all sizes and styles come available in the two-wheeled model.

Of course! When ordering from our site, we guarantee your Heelys shoes will arrive with a set of wheels, Heel Plugs and a Plug Removal Kit.

We do not sell axles separately. You will need to purchase replacement wheels if you need new axles.

• Two Wheel Models are available in sizes 12Y - 4Y
• Youth One Wheel Models are available in sizes 13Y - 8Y
• Adult Sizes are available in sizes 9M - 13M
• All Models are Whole sizes ONLY and medium width. Sizes generally run true to slightly small we encourage you to choose the larger size if you are between sizes.
• Not all models come in all sizes
• Please use the size chart to assist in determining the best fit for you.

If you look inside the empty wheel cavity (the wheel cavity is the hole on the bottom of the shoe where you normally insert your wheel and/or plugs), you'll find the type and size of wheel/plug that your shoe uses imprinted inside the wheel cavity. For example, if it reads 'FATS-L (US 9-12)', you will need to order FATS wheels and/or plugs in a size LARGE, which fits shoes in US sizes 9 through 12. To see a visual example, click here! You can purchase replacement wheel kits on our Heelys Shop.

Follow the steps below to insert your wheels back into the shoes:

1. Place the wheel in the wheel bracket and make sure the axle is aligned with the axle arms.
2. With the palm of your hand, push the wheel into the bracket as hard as you can. You should hear a clicking sound indicating that the axles are seated securely.
3. Visually inspect the wheel to make sure it is straight, and after putting the shoes on, stomp each heel to check for seating one last time.

ABEC, Annular Bearing Engineering Counsel, is a rating system used by the bearing manufacturers (ABEC 1, 3, 5 and 7). Usually the higher the rating the more precise and smooth the ride is. The ABEC rating does not, however, determine the speed of the wheel and is in no way a measure of the quality of the wheel. The tag on the shoes will tell you what ABEC rating they are.

We highly recommend its use when the wheels are in the shoes.

• Always stagger your feet with your strong foot in front – putting them side-by-side will result in your feet sliding out from under you.
• When walking with the wheels in, do not lean back on your heels and make sure to walk with your toes touching the ground first.
• Be extra cautious when skating on uneven surface – debris and crevices can cause sudden stops and uncontrolled movements.
• Never skate faster than you can walk. When you feel like you are losing balance, stop skating by putting your toes down and lean forward.

• Crowded public areas are not good places for skating.
• Do not cause inconvenience to others by running into them or cutting them off.
• Do not endanger others' safety or your own.
• Follow the rules in public places – if there is no skating allowed, make sure to take out your wheels.
• Respect others' rights to enjoy public places just as you do.

You can clean your shoes with soap and warm water. Do not wash your shoes in the washing machine as this may damage the shoes and will void your warranty.

We do not recommend that you remove either the axles or the bearings! You can purchase bearing solution at your local automotive store. You can also use WD-40 but note that it is a water displacer and degreaser, so there will be little to no lubricant residual once bearings have been cleaned. Most machine lubricants, grease or oil based, will work well.

Cleaning your wheels with some WD-40 or bearing lubricant will usually solve the problem.

The wheel bracket embraces the wheel and is recessed 3 to 5 mm from the outsole. It is made with high-density polyurethane for stiffness and durability. However, it does not resist abrasion. Even though the outsole is made with highly abrasion resistant rubber, which wears up to 10 times longer than regular outsole rubber, the shoes are no longer safe for skating once the heel bracket wears out and the axles have no proper room for seating.

Heel Plugs go into the soles of your Heelys footwear when the wheels are removed and help to prevent debris from getting into the wheel brackets. Please note that while it's important to keep your wheel wells clean when putting in your wheels, you still wear your shoes without the plugs.

Heelys models that come with plugs also come with a removal tool to pop the plugs out. To remove the heel plugs, insert the removal tool all the way into the slot between the heel plug and the sole. Then pull away from the plug. The heel plug should pop out. Please be careful to direct the heel plugs away from yourself and others.

The removal tool is designed for removing the heel plugs from your Heelys. We do not recommend removing your wheels with the removal tool because it may damage the wheels, which are to be removed by hand.

Follow the steps below to remove your wheels:

1. Hold the shoe upside down with the sole and wheel facing away from you. Position both thumbs (one on top of the other) against the side of the wheel that is closer to you.
2. Using your thumbs, push out and upward on the side of the wheel. Because axles are pressure fitted into the axle arms, removing the wheels may be difficult at first.
3. If after step #2, the wheel has not come loose, turn the shoes around and repeat step #2 on the other side of the wheel.
4. To prevent potential injury, always point the bottom of the show away from you and others.
5. Using the heel plug tool to remove your wheels may damage the wheels, which are designed to be removed by hand.

If you look inside the empty wheel cavity (the wheel cavity is the hole on the bottom of the shoe where you normally insert your wheel and/or plugs), you'll find the type and size of wheel/plug that your shoe uses imprinted inside the wheel cavity. For example, if it reads 'FATS-L (US 9-12)', you will need to order FATS wheels and/or plugs in a size LARGE, which fits shoes in US sizes 9 through 12. You can purchase replacement wheel kits on our Heelys Shop.

The shoes are shipped from the factory with a small charge, but most likely will require an initial charge of at least 60 minutes prior to the first use. If you are experiencing any issues with the lights, charge them first and if the problem persists after an hour charge, please reach out to us.