What items are excluded from sales or promotions?
Refurbished skates are not apart of any discount.
How do I find my size?
The most accurate method to determine your correct size is to wear socks and have someone measure your feet. Record your measurements and compare them to our size chart to ensure the right fit. And remember, it's always better to measure twice! If you know your EU shoe size, order accordingly. The conversion to USA sizes tends to run a bit small. If you are normally a true size US Women's 7, then order the size 7. If you are in-between sizes, order the next size up. For example, if you normally wear a US Women's 7.5 you should order the size 8.
My skates do not fit. I want to exchange/ Return my skates, what do I do?
Please note: you have 7 days from the arrival of skates to initiate a return. Due to our ever-changing inventory, we can only accept returns. The buyer is responsible for return shipping costs as well as a $12 restocking fee for the returned skate. The refund issued will be the product's price minus a $12 restocking fee. If you need a different size we suggest you purchase your size necessary while it is in stock. Skate must show no wear (staining, damaged wheels, hair in trucks/axels, etc.), returned in original box, with all tags attached. Prior return authorization required.
What is Shop Pay Installments? How do I buy now, pay later?
Our store offers Shop pay, which breaks your order down into 4 equal interest free payments. Select the Shop Pay payment option at checkout and follow the steps for approval. The estimated payment amount excludes taxes and shipping. Payment options are offered by Affirm and are subject to eligibility check and might not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license. Only available for purchases within the USA. For questions about your payments please contact ShopPay.
What is your Shipping Policy?
We move quickly around here. Our motto is "If we don't ship tomorrow, we ship today.". Often times orders are shipped within hours of placing the order.
For US orders, our preferred carrier is UPS. This does not mean that your order is guaranteed to ship out via UPS. Depending on your proximity to our location (Englewood, Colorado) the trip is any where from 2-5 days. Please monitor your tracking number so that you are aware of where your package is at. If your package is shipped via UPS, we add your email into the label so that you are notified of delivery updates.
*We do not grantee any Overnight, 2 day or 3 day delivery services, as the delays from the carrier within transit are out of our control. Sorry for the inconvenience.
We do not deliver to PO boxes. If a PO box is listed we may contact you and ask you to provide us with an alternative address.
The tracking shows my package has been delivered, but I cannot locate my package.
We regret to inform you that we do not offer refunds for packages that have been marked as delivered by the shipping carrier. It is essential to verify that your shipping address is correct before placing the order. If you are unable to locate your package, we suggest checking with your neighbors in case it has been delivered to them by mistake. Additionally, contact the carrier to request a trace inquiry to see if they can locate your delivered package. We want to assure you that we take extra measures to keep you informed of any delivery updates. Please note that any package marked as delivered and is suspected of being stolen or misdelivered will not be eligible for a refund. We apologize for any inconvenience this may cause. Please email us if you have question.
Rates are calculated based on location and weight.
All International orders ship via the United States Postal Service. The international shipping chain has been disrupted from COVID and its world wide effects. The shipping situation changes and updates daily . Please view link below, which will dictate where we can send packages. If you have concerns or questions if your country is able to accept international packages, please refer to the link below. The time varies for delivery and can be anywhere from 12-60* days. This is out of our control and we are at the mercy of the local customs department and postal services.
If you have any questions, do not hesitate to reach out:
Can I return my worn skates?
No, we do not accept returns on used skates. To be eligible for a return: Skate must show no wear (staining, damaged wheels, hair in trucks/axels, etc.), returned in original box, with all tags attached.
Do I have to pay for return shipping of my skates?
Buyer is responsible for return shipping costs. Skate must show no wear (staining, damaged wheels, hair in trucks/axels, etc.), returned in original box, with all tags attached. If the item is not returned in its original condition, the buyer forfeits eligibility for a refund. Take proper care that your return meets proper return condition requirements for a refund. All returns are subject to a $12 restocking fee. The refund issued will be the product's original price minus a $12 restocking fee. Please note: you have 7 days from the arrival of skates to initiate a return.
To be sure which shoe size you need, please check our size chart.
I want to return my Refurbished skates, what do I do?
Refurbished skates are sold as is, and cannot be returned.
I want to exchange my Refurbished skates, what do I do?
Refurbished skates are sold as is. Please contact us at hello@BTFLstore.com for more information.