Shipping & Returns
The Heelys Shop will only ship to addresses with the United States and US territories.
Sorry, International shipping is not available at this time. Please check our countries tab to find a retailer near you.
All products are shipped via UPS or FedEx Ground (unless expedited shipping is chosen at checkout) from our Kentucky warehouse Monday through Friday, excluding holidays. Any order received after 3P.M. Eastern time, will not be processed until the following business day. Please also allow a 1-2 business days to process your order. Please note: During high volume periods orders may take longer to process and ship from our warehouse. We make every effort to ensure timely delivery of your goods.
After a shipping label has been created, we will email the tracking number to the email address you provided at checkout. For ground delivery you will be provided an approximate transit time at checkout. If you want to know a more specific transit time estimate? Click Here to see the estimated transit time to your location. Just enter zip code 40258 in the origin zip code field.
Please note: UPS and FedEx will drop the package at the address listed on the order and will not require a signature. Heelys cannot possibly guarantee the security of the drop-off location on the order and is not responsible for lost or stolen shipments. If you have not received the package after the carrier indicates that the shipment has been delivered, we will initiate and investigation on your behalf. The carrier will determine if the claim is valid and the order should be replaced or refunded. Carrier claims can take 10-14 days to process and the outcome is not guaranteed.
Tracking Your Package
Once your order is shipped, you will receive a tracking number via email, if you have provided the correct email. If you do not receive your tracking number, log in to your account and check if your email address is incorrect. You may also see your tracking information online in your account.
Invalid Tracking Numbers
This usually happens during the time that the warehouse sends a confirmation to the warehouse that the order has been shipped. Once a tracking number is established with UPS or FedEx, they actually need to scan the label for the tracking number to begin working. If you get this message trying to track your package, try again the next day and it should work then.
Returned To Sender Packages
If your package is not successfully delivered and is sent back to HEELYS by the carrier, we will contact you to provide the option of reshipment or a refund of the merchandise, excluding any shipping fees.
If you refuse your shipment from HEELYS, you are responsible for the original shipping charges, and any duties, taxes and/or customs charges on the package (both original and return shipments), plus the cost of returning the package to HEELYS.
You have 1 hour 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 1 hour to update your order.
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. Please note that merchandise that is part the "SUPRISE" program are not eligible for return or exchange. All credits 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.
Heelys Return Process
To begin the Heelys return process for qualifying items see the steps below.
Heelys listed as "Final Sale" are non-returnable:
- Click this returns link and you will be prompted to provide your order number and the email address used to place your order. Your order number can be found on your order confirmation email or on the packing list that was included with the original shipment. It is a five digit number beginning with an H (example: H12345). You will be prompted to select the product(s) being returned from the order and the reason for return.
- An email Return Authorization with the UPS return shipping label will be sent to the original email.
- Once you have received your Return Authorization email, pack your product in the original shoebox for return. Print the Return Authorization email and include it in the package being returned.
- Secure the box appropriately.
- Cross out with a marker all previous shipping labels and attach the UPS Return Label sent in the email to the shipping box, preferably covering the original shipping label. Please note that you MUST use the UPS label provided by Heelys and it must be used within thirty (30) days. If you do not use the label within this time, please contact Heelys Customer Service to have a new label issued.
- Bring the package to any authorized UPS shipping location. If you need assistance locating one near you, please use this link: UPS Locations
- Please allow up to 7 business days to see credits posted to your account from the time your package is given to the carrier. This may take more time depending on the bank or credit card used.
Products sold through the Heelys Shop are warranted against defects in materials and workmanship for 90 days from the date of receipt. Manufacturer’s defects will be determined by Heelys. Valid claims will receive a full refund. Improper fit is not valid criteria for warranty. Warranty is valid only with proof of purchase from the Heelys Shop online store. Misuse, abuse or alteration of product voids warranty. Heelys will not issue replacement product or credit for returned products that have experienced excessive wear or any type of abuse or mistreatments.