Shipping & Returns
The Heelys Shop will only ship to United States addresses. Heelys does NOT ship to P.O. boxes.
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 FedEx Ground (unless expedited shipping is chosen at checkout) from our Missouri 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 up to 10 business days to ship from our warehouse for ground delivery orders. 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. FEDEX Ground delivery is usually 3-5 business days. Want to know a more specific transit time estimate? Click here to see the estimated transit time to your location. Just enter zip code 63645 in the origin zip code field.
Please note: If you choose FedEx Ground, they 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 FedEx indicates that the shipment has been delivered, we will initiate and investigation through FedEx. Only FedEx can determine if the claim is valid and the order should be replaced or refunded. FedEx 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 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.
HEELYS tries to ship orders as fast as possible. In the even that you need to make a change to an order, including sizes, styles or addresses, HEELYS requests that you contact us immediately to cancel your order before it ships so you can place a new order. That way there will be a better chance that the product you want is still in stock. Once the order is sent to the warehouse for processing, we can no longer make changes to this order. Please contact customer service and see if this is possible.
All 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 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 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.
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:
- 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.
- Within one business day, an email Return Authorization with the FedEx return shipping label will be sent to the original email or you will be contacted by Heelys Customer Service for additional information.
- 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 FedEx Return Label sent in the email to the shipping box, preferably covering the original shipping label. Please note that you MUST use the FedEx 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 FEDEX shipping location. If you need assistance locating one near you, please use this link: FEDEX Locations
Upon receipt of your return, the product will be inspected to make sure that it is unopened and unused.
Once the returned product passes inspection, Heelys.com will issue a credit to the card on which the original order was placed LESS the shipping paid on the original order. Please allow up to 7 business days to see credits posted to your account once the merchandise is received and inspected at the warehouse. This may take more time depending on the bank or credit card used.
If the returned product does not pass inspection, a customer service representative will contact you to determine how to proceed, as we do not issue credit on returned product that does not pass inspection.
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.