Our Commitment to Customer Satisfaction
We want every customer to feel confident when shopping through our independent online retail platform.
We understand that purchasing footwear, clothing, and accessories online sometimes means that an item may not fit as expected, meet personal preferences, or match the customer's intended use.
For this reason, we provide a clear return and refund process designed to make post-purchase assistance convenient, fair, and transparent.
Our store offers a 60-day return window, free returns for eligible purchases, and refunds generally completed within 5–10 business days after processing.
This policy explains return eligibility, product condition requirements, refund procedures, exchanges, and how customers can obtain assistance.
1. Our 60-Day Return Policy
Return Eligibility Period
Customers may request a return within 60 calendar days after the date their order is delivered.
The delivery date shown in the relevant carrier record or other reliable delivery confirmation is generally used to determine the beginning of the return period.
Return requests must be initiated within the applicable 60-day window.
Once a request has been approved, customers should follow the return instructions and shipping deadlines provided by our customer service team.
Shopping With Confidence
Our return policy is intended to give customers a reasonable opportunity to examine their purchases and determine whether the products meet their expectations.
Whether customers ordered skate shoes, snowboard boots, casual footwear, clothing, or accessories, eligible products may be returned in accordance with the requirements outlined below.
We encourage customers to inspect items promptly after delivery and contact our team if assistance is needed.
2. Free Return Shipping
No Return Shipping Charges for Eligible Returns
We offer free return shipping for eligible returns approved through our return authorization process.
Customers are not required to pay standard return shipping charges when using the return method provided or authorized by our customer service team.
This service is intended to make eligible returns convenient and straightforward.
Using the Approved Return Method
Customers should contact our support team before returning merchandise.
After a return request has been reviewed and approved, our team will provide the applicable return instructions.
Depending on the available return arrangement, these instructions may include a prepaid shipping label, an authorized return method, or specific packaging and shipment guidance.
Customers should use the approved method to ensure that their return is properly identified and handled.
Unapproved shipping expenses or independently selected premium shipping services may not be reimbursable.
3. Conditions for Returning Products
General Product Condition Requirements
To qualify for a standard return, merchandise should generally be:
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Unused, unworn, and in resalable condition.
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Free from avoidable damage, stains, odors, or alterations.
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Returned with original tags, labels, and included accessories where applicable.
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Accompanied by the original product packaging when reasonably available.
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Associated with a valid order placed through our website.
Customers may examine products carefully to assess fit and appearance.
However, merchandise that shows signs of extended wear or use beyond reasonable inspection may not qualify for a standard change-of-mind return.
Footwear Returns
Shoes and boots should be tried on indoors on clean surfaces to help preserve their original condition.
We recommend avoiding outdoor wear until the customer is satisfied with the fit and overall product.
Footwear boxes should be protected inside suitable outer packaging whenever possible.
Attaching shipping labels directly to a branded shoe box may damage the packaging and complicate processing.
Apparel and Accessories
Clothing should be returned clean, unworn, and with its original labels or tags where applicable.
Accessories should include any components originally supplied with the product.
Products that have been altered, permanently customized, or damaged through misuse may be subject to additional review.
Damaged, Defective, or Incorrect Merchandise
Different considerations apply when an item arrives damaged, defective, or incorrect.
Customers should report these concerns to our team and provide reasonable supporting information.
A product should not be rejected solely for failing standard unused-condition requirements if the issue being reported is an existing defect or an error attributable to our fulfillment process.
Each such request will be reviewed according to the circumstances.
4. How to Request a Return
Step 1: Contact Customer Support
Begin by contacting our customer service team through the support options available on our website.
Provide the order number, the product you wish to return, and a brief explanation of the request.
If the product is damaged, defective, or incorrect, photographs may help us assess the situation.
Step 2: Return Request Review
Our team will review the order details and determine the applicable return arrangements.
If the return is eligible, we will provide instructions for preparing and sending the merchandise back.
Customers should not ship items to an unconfirmed return destination.
Step 3: Prepare the Merchandise
Pack the merchandise carefully to minimize damage during transportation.
Include all relevant product components and any return identification materials requested by our support team.
Whenever possible, retain proof that the package has been handed over to the designated shipping provider.
Step 4: Return Shipment
Send the package using the authorized free return method.
Tracking information, where available, can help confirm the progress of the return shipment.
Step 5: Inspection and Resolution
After the returned merchandise is received, our team will inspect it and verify the relevant order information.
If the return is approved, the refund will be processed according to the procedures described below.
If an issue prevents approval, we will communicate the relevant reason and available next steps.
5. Refund Processing
Refund Approval
Refund processing normally begins after the returned product has been received, inspected, and approved.
For certain verified fulfillment errors, lost shipments, or other circumstances in which a physical return is unnecessary, our team may authorize an alternative resolution.
Any such arrangement will be communicated directly to the customer.
Refund Method
Approved refunds are generally issued to the original payment method used to complete the purchase.
This helps maintain payment security and ensures that funds are returned through the original transaction channel wherever possible.
If the original payment method is unavailable, our team will review what alternative refund arrangements may be supported.
Refund Processing Time
After a refund has been issued, it generally takes 5–10 business days for the funds to appear in the customer's account.
The exact timing depends on the payment provider, financial institution, and transaction processing requirements.
Some refunds may appear sooner, while others may take additional time because of circumstances outside our direct control.
Refund Currency
All store prices and refund calculations are expressed in United States Dollars (USD).
Refunds are ordinarily processed in USD.
If the original payment involved currency conversion, the amount received in another currency may vary because of exchange rates or fees applied by the customer's payment provider.
6. Refund Amounts
Full Refunds for Eligible Returns
Approved standard returns generally qualify for a refund of the amount paid for the returned merchandise, including any applicable product discount.
Because our store offers free standard shipping, customers are not charged a standard outbound shipping fee that would otherwise need to be deducted from the merchandise refund.
Promotional Purchases
If an item was purchased during a promotional event, the refund will reflect the actual amount paid for that item rather than its regular non-promotional price.
Where an order includes multiple products or a combined discount, the refund may be calculated according to the discount allocation associated with the original transaction.
We aim to ensure that these calculations are fair and transparent.
Partial Refunds
Partial refunds may be considered in circumstances where the customer and our support team agree that a partial adjustment is an appropriate resolution.
Examples may include a minor product concern that does not prevent the customer from keeping and using the merchandise.
Partial refunds are not automatically applied and require an appropriate review.
7. Damaged, Defective, or Incorrect Products
Reporting a Product Problem
We want customers to receive the merchandise they ordered in satisfactory condition.
If an item arrives damaged, is materially defective, or differs from the purchased product, customers should contact our support team promptly.
Useful supporting information may include the order number, a description of the problem, photographs, and any relevant packaging details.
Available Resolutions
Depending on the nature of the problem and product availability, we may offer:
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A replacement of the affected item.
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Shipment of the correct merchandise.
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A full refund.
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An agreed partial refund.
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Another appropriate resolution accepted by the customer.
Approved returns involving our shipping or fulfillment errors will be handled without return shipping charges to the customer.
8. Exchanges
Size and Style Exchanges
Customers sometimes discover that another size, color, or style would be a better choice.
Exchange requests may be accommodated depending on product availability and the status of the original purchase.
Because inventory can change, we cannot guarantee that a requested alternative will remain available.
Return and Reorder Option
In some circumstances, the simplest option may be to return the original item for a refund and place a new order for the preferred product.
Our customer service team can explain the available arrangements.
Any newly placed order will be subject to the current listed price, applicable promotions, and normal shipping procedures.
9. Order Cancellations
Cancellation Before Dispatch
Customers who wish to cancel an order should contact customer support as soon as possible.
If the order has not entered a stage of processing that prevents cancellation, we will make reasonable efforts to accommodate the request.
Cancellation After Shipment
Once a shipment has been dispatched, immediate cancellation may not be possible.
Customers may instead request a return after delivery in accordance with this policy.
If an order is successfully canceled before shipment, the appropriate payment reversal or refund will be arranged.
10. Exceptions and Special Circumstances
Items That May Require Additional Review
Some products may have special eligibility considerations if they are clearly identified as customized, personalized, hygiene-sensitive, or otherwise subject to specific conditions.
Any product-specific limitations should be disclosed before purchase.
Returns Outside the Standard Window
Return requests submitted after the 60-day period may not qualify for our standard return program.
However, customers with a genuine product defect, fulfillment error, or unresolved delivery concern are encouraged to contact us.
We will review the information and determine what assistance may be appropriate.
Unauthorized Returns
Merchandise returned without following our authorization process may experience processing delays.
In some cases, unauthorized shipments may be difficult to identify or may not be accepted at the destination used.
We strongly recommend receiving return instructions before dispatching any merchandise.
11. Refund Status and Customer Assistance
Customers may contact our support team to request information about an approved return or refund.
When making an inquiry, please provide the order number and any available return tracking details.
If a refund has been issued but has not appeared after the expected processing period, we recommend checking with the original payment provider.
Our team can review the transaction information available to us and provide reasonable assistance.
12. Fair and Consistent Return Handling
Our return process is designed to balance customer convenience with responsible merchandise handling.
We aim to assess requests consistently, explain our decisions clearly, and work toward appropriate resolutions.
Nothing in this policy is intended to remove any mandatory customer protections that apply to a transaction.
Our Return Promise: 60 days to request an eligible return, free authorized return shipping, and clear refund processing.
