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Shipping & Returns

Eligibility: 

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.

Rates:
All products are shipped via UPS Ground, unless the customer chooses an expedited method.  Please refer to shipping schedules below.

Shipping Schedule:

 Orders are shipped from our Missouri warehouse Monday through Friday, excluding holidays. Please note: During high volume periods orders may take up to 10 business days to ship from our warehouse. We make every effort to ensure timely delivery of your goods.


UPS Ground: Please allow 3-5 business days for delivery, excluding holidays (order may arrive sooner).  In general, please see our order-shipping schedule for UPS ground below:

Order Placed before 4:30PM ET

Order Verified and sent to Warehouse

Order Picked and shipped via UPS

Estimated Delivery on:

Saturday

Monday

Tuesday

Following Thursday

Sunday

Monday

Tuesday

Following Thursday

Monday

Monday

Tuesday

Following Thursday

Tuesday

Tuesday

Wednesday

Following Friday

Wednesday

Wednesday

Thursday

Second Monday

Thursday

Thursday

Friday

Second Tuesday

Friday

Friday

Monday

Following Wednesday

 

*Orders placed after 4:30PM ET are processed on the following day

 

*If there are any issues or concerns with the order, Customer Service will notify the customer and this may impact delivery

 

 

*Subject to UPS delivery schedule and factors outside Heelys control such as weather

 

 Returns:

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:

  1. 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*** 

  1. 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
  1. Within two - three (2-3) business days, excluding holidays, Heelys Customer Service will email the Return Authorization and the UPS shipping label to be used on the return shipment
  2. 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.
  3. Secure the box appropriately.
  4. 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 ten (10) days.  If you do not use the label within this time, please contact Heelys Customer Service to have a new label issued.
  5. Bring the package to any authorized UPS shipping location.  If you need assistance locating one near you, please use this link:  UPS Dropoff 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, Accounting will issue a credit to the card on which the original order was placed.  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.

 

Limited Warranty
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.