Return Policy
Standard Return Policy: We want you to feel completely satisfied with your purchase. If for any reason you are not satisfied, you may return an item covered by our Standard Return Policy within 30 days from the original date of purchase. Items that are being returned must be in NEW and UN-USED condition as determined by us. Additionally all original boxes, bags, packaging and literature must be in new condition and included with the returned product. ColorLab™ and Custom boots may not be returned. Please make sure the items you wish to return meet these criteria prior to proceeding. Some restrictions may apply. All returns are subject to a 10% restocking fee that will be deducted from your refund if awarded.
To help maintain customer satisfaction, most merchandise purchased from www.ice.riedellskates.com or www.roller.riedellskates.com may be returned within 30 days for a refund. All product returns require a Return Authorization Number. Items purchased from www.ice.riedellskates.com or www.roller.riedellskates.com are not eligible for returns or exchanges at any of our Authorized Dealer locations. Items purchased from an Authorized Dealer may only be returned or exchanged at that same Authorized Dealer. The return policy for our Authorized Dealers differs from our Return Policy Listed here, please contact the Authorized Dealer from whom you purchased your products from for additional details.
Items Not Eligible for Return: Although we have a very flexible return policy on most of the items we sell, there are some exceptions. The following items may not be returned under any circumstances:
- Discontinued or Obsolete Products
- Custom Built Products – Including ColorLab™ and Full Custom Boots
- Non-Advertised Skate Sets
- Any product that has had post-sale services done to it (stretching, sole treatments, mounting or sharpening done outside of Riedell, etc.)
As a manufacturer, we provide warranty services for defective products directly. Defective products that fall within our Warranty Policy or products that were incorrectly shipped may be returned for no restocking fee and shipping will be covered by us. For warranty information on our products, please read our Warranty Policy.
How to Return Merchandise (FOR U.S. CUSTOMERS)
For customers in the United States who ordered from www.roller.riedellskates.com or www.ice.riedellskates.com, click the "Return Product Via Ready Returns" button below to begin the return process. You will be required to provide the order number from your purchase as well as the email address used for your order, then follow the onscreen instructions to complete your return. You will then print out the prepaid UPS Shipping Label and take it to your nearest UPS shipping center.
Return Product via Ready Returns
A Return Authorization Number and corresponding shipping label expires 30 days from the date of issue. Expired Return Authorizations and labels will be refused at UPS shipping centers.
We will pay the return shipping cost for defective products and incorrectly shipped products. For all other products being returned within the “return period”, we do not cover the cost of return shipping. The cost of the return freight will be deducted from your product return credit along with a 10% restocking fee.
Returned merchandise must be in original condition, and include all factory packed accessories and paperwork (e.g. straps, unmarked warranty card, manuals, instructional cards, etc.), in the original manufacturer bag/box and packaging with UPC, barcode, and serial number intact. Incomplete returns will receive a reduced credit reflecting any missing accessories, packaging or literature. Please take special care when opening products shipped in plastic clamshell packaging as we may be unable to accept a return for items with destroyed or damaged packaging. Removal or alteration of a product's UPC number or serial number label will automatically void any possibility of return for credit or replacement. Products that are returned with a missing or altered UPC or serial number will be returned to the sender. The product serial number must match the serial number in our database (we maintain serial number tracking).
Returned merchandise must be double boxed with no writing on the manufacturer's box. We will not, under any circumstances, accept a return that uses a skate box or shoe box as the outer box even if the items inside are different than what is depicted on the box. Your Return Authorization Number must be displayed prominently on the outside of the shipping box. Packages without a Return Authorization Number will be refused. Refused deliveries will be subject to a return shipping fee. Returned merchandise that is lost or damaged during transit is solely the shipper's responsibility. It is important to save the tracking information to properly insure all merchandise has been successfully returned.
You may contact UPS at (800) 742-5877 to determine an Authorized Shipping Outlet nearest your location.
How to Return Merchandise (FOR CANADIAN CUSTOMERS)
For Canadian customers who ordered from www.roller.riedellskates.com or www.ice.riedellskates.com and are looking to return a qualified item, please follow these stepS:
- Contact us at customerservice@riedellskates.com or call 1-800-698-6893 to request an Return Authorization (RA) Number.
- Be sure to include your reasoning for returning the item.
- Once we provide you with an RA number, include that RA number on the outside of the packaging.
- Visit your local shipping center to ship your return to the following address:
We will pay the return shipping cost for defective products and incorrectly shipped products. For all other products being returned within the “return period”, we do not cover the cost of return shipping. The cost of shipping and a 10% restocking fee will be deducted from your refund amount.
Returned merchandise must be in original condition, and include all factory packed accessories and paperwork (e.g. straps, unmarked warranty card, manuals, instructional cards, etc.), in the original manufacturer bag/box and packaging with UPC, barcode, and serial number intact. Incomplete returns will receive a reduced credit reflecting any missing accessories, packaging or literature. Please take special care when opening products shipped in plastic clamshell packaging as we may be unable to accept a return for items with destroyed or damaged packaging. Removal or alteration of a product's UPC number or serial number label will automatically void any possibility of return for credit or replacement. Products that are returned with a missing or altered UPC or serial number will be returned to the sender. The product serial number must match the serial number in our database (we maintain serial number tracking).
Returned merchandise must be double boxed with no writing on the manufacturer's box. We will not, under any circumstances, accept a return that uses a skate box or shoe box as the outer box even if the items inside are different than what is depicted on the box. Your Return Authorization Number must be displayed prominently on the outside of the shipping box. Packages without a Return Authorization Number will be refused. Refused deliveries will be subject to a return shipping fee. Returned merchandise that is lost or damaged during transit is solely the shipper's responsibility. It is important to save the tracking information to properly insure all merchandise has been successfully returned.
Return Shipping
Return shipping cost (the cost to send an item back to our warehouse) is like or comparable to your cost of driving to any store for returning an item, which is not reimbursable. Therefore, we do not reimburse any return shipping cost.
If an item you received is defective or was not the item you ordered, we will certainly replace the item with a new one, and we will cover or reimburse the shipping cost for returning defective or incorrectly sent merchandise back to our warehouse. We will ship the replacement product to you at our cost, and use every good measure to ensure that the replacement order is processed quickly.
Refunds & Store Credit
Please view our Return Policy for a list of what is considered ineligible for Return. Refunds do not apply to the cost of shipping, handling or restocking charges. You are responsible for the actual price of shipping even if the shipping was free or discounted. In some cases the actual price of shipping may exceed the amount originally charged for shipping, the difference in shipping cost will be deducted from any refund. There is also a 10% restocking fee for all returned product that will be deducted from any refund. All Refunds are applied to the payment method used at the time of purchase 5-10 business days after the returned merchandise has been received, inspected and processed. Requests for store credit or anything of that nature will not be allowed.
Exchanges
If you purchased a product from us that you wish to exchange for an alternative, you can return the item for a refund of the product purchase minus freight cost and simply place a new order for the item you desire. It may take 5-10 days for a return to be received, inspected and processed.
Defective Items
An item that was discovered to be defective upon receipt can be replaced, or returned for a full refund for the purchase price provided that the item hasn't been used. We will pay the return shipping cost for defective merchandise. As the manufacturer, we are responsible for product defects, because we manufacture the products we carry. If you send the defective item back to us, we will replace the item and ship the replacement to you at no charge. We will do whatever it takes to ensure that your item is replaced promptly, without hassle.
Refused Deliveries
If you refuse delivery, a credit will be issued to your card used for purchase for the price of the merchandise minus the actual cost of shipping and the cost of return shipping.
Damaged, Missing & Lost Items
All Packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us at 800-698-6893 immediately. We must be informed of all shipping related claims within 48 hours after the package was received. We will issue refunds for returns of damaged merchandise. An item that was discovered damaged upon receipt will be replaced with the same model only. Should the item not be available for replacement, you will be issued a refund of the product purchase price or given the option of selecting a different product of equal value.
Should your package be deemed Lost in Transit, please contact us at 800-698-6893 immediately. An investigation will be started with UPS and if the product is deemed “truly lost” we will either issue a full credit back to your purchasing card or will reship the product purchased. Should the item not be available for replacement, you will be issued refund of the product purchase price or given the option of selecting a different product of equal value.
Please allow 1 to 8 days for the processing of claims for lost UPS packages.