FAQ

Shoes / Wheels

Heelys are shoes with a single or double wheel in the heel. They allow the wearer to go from walking to rolling simply by shifting their weight to their heels. When the wheels are easily removed, the shoe performs just like any other shoe.

Of course! When ordering from our site, we guarantee your Heelys shoes will arrive with:

A set of wheels (2 wheels total)
Wheel plugs
Plug removal kit

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.

You bet! 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.

Please note: Heelys wheels are never retractable – shoes that have retractable wheels are not made by Heelys.

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.

Yes! 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 website.

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.

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.

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

We highly recommend wearing protective gear 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.

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.

Orders / Returns

Please also allow a 2-3 business days to process your order. All orders ship from our Kentucky warehouse with UPS Ground Saver at a flat $7.99 rate for select U.S. shipping addresses.

Orders go out Monday - Friday, except on holidays. Any order received after 3PM EST, will not be processed until the following business day.

For more information see shipping information page.

No, we do not.

International shipping is only available for Canada at this time. For more information see shipping details.

Yes! You have up to 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 review your order on the order confirmation email and select “Cancel” or “Edit” within 2 hours to update your order.

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.

Yes! If you checked out as a guest and don’t have a Heelys account—or didn’t receive an order confirmation email—please reach out to our Customer Service team. They’ll be happy to help with the latest shipping update on your order.

Free 30-Day Returns

from February 1st - Oct 31st

All qualifying returns must be authorized in advance by Heelys Customer Service. Heelys is not responsible for customer returns that have not been processed using the Heelys Return Process (see below). Additionally, Heelys.com cannot issue returns for items that are purchased at other locations or websites and proof of purchase is required.

Returns will be accepted for all qualifying merchandise that is unused, in the original packaging and can be resold as such, and has been purchased within the previous 30 days. All credits (excluding shipping) will be issued once the product is received and inspected at the warehouse. The refund will only be issued to the payment method on the original transaction. If the product is deemed to be used or unsellable, Heelys reserves the right to deny the return request and refuse to issue the purchaser a credit. Items listed as "Final Sale" are non-returnable.

Heelys does not issue exchanges. All merchandise must be returned and a new order will be placed for the new style or size.

Holiday Returns

from November 1st - January 31st

Get ahead of the rush and don’t worry about returns. Anything purchased on and between November 1st through the holiday is returnable through January 31st. Avoid the rush and worry of shipping delays, processing backlogs, or out of stocks. Early shoppers have the best access to the widest assortment of styles, colors, and sizes.

Items listed on our sale collection are final sale and can NOT be returned.

Checkout

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 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.

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.