Shipping & Returns
SHIPPING TIMES: We are working hard to ensure a speedy delivery, but some orders may be delayed due to increased shipping volume.
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.
Please note due to the high volume of returns there may be a slight delay in receiving a shipping label.
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. If the product is deemed to be used or unsellable, Heely’s.com 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:
Please send an email to returns@Heelys.com with ‘Heelys Shop Returns’ in the subject line and include the e-mail address originally used to register on Heelys.
***NOTE: WE MUST HAVE A VALID E-MAIL ADDRESS IN ORDER TO PROCESS YOUR RETURN***
In the body of the email, please make sure to include:
- The full name of the person who placed the order on Heelys Shop
- Your telephone number with area code (in order to expedite your return, please include a valid telephone number so that we may quickly and easily contact you, if needed).
- Your Heelys order number (this can be found in the confirmation e-mail sent to you at the time you placed the order)
- Reason for return
- Within three - five (3-5) business days, excluding holidays, Heelys Customer Service will email the Return Authorization and the FedEx shipping label to be used on the return shipment
- Once you have received your return instructions and your Customer Returns Number via email, pack your product in the original shoebox and place the shoebox and the Return Authorization document in the original carton you received.
- 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 ten (10) 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.