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Customer Service / Help / FAQ

How do I find stuff I want?

It's easy! If you know that part number from a RW catalog, just type it into the SEARCH box at the top of the page

You can also type words into the SEARCH box like "BLACK BEANIE" or "56mm WHEELS". Just try a search and see what you get!

If you want to look through different products, the best way is to use the PRODUCTS menu on the left. Each of the main categories contain sub-categories to help you define what products are shown. Just hold your mouse over the category you want. A new menu will appear with more choices. When you've narrowed it down, just click the mouse on the items you want to see.

If you have any questions, please send us an email or call us toll free in the US at 1-800-772-2502. We are available from 8 a.m. to 6 p.m. Pacific Time from Monday to Friday. We are closed on major holidays.

What about size and color?

Just about every skater and every skate company has their own idea of what an XL is or should be. When ordering from a web site, it usually makes sense to go with the bigger is better rule.

Most of the clothing we sell comes in an assortment of colors, so we will let you pick. If the color(s) you want are not in stock, your best bet is always to pick a color that is in stock. If you have your heart set on a certain color that is out of stock, you can always put in a backorder. However, keep in mind that skate companies are not very consistent and it may be a LONG TIME before they ever (if they ever) make that color again. Also keep in mind that computer monitors vary greatly and the colors you see on your screen can be quite different than the actual color of the product delivered.

On AVERAGE, Men's T-Shirts sizes are: S(34-36), M(38-40), L(42-44), XL(46-48), XXL(48-52). This is just an average and not a guaranteed.

What in the heck does "backorder" mean?

Backorder is the term we use for a product that is NOT is stock, but which we expect to get more of on future shipments. Items in this state will usually have an ETA.

ETA means Estimated Time of Arrival. The ETA is the date that we expect to receive the product.

You may place an order for any item that is on backorder even though we do not have it in stock. We will ship the item to you once we receive it (depending on your shipping choices). One thing to remember, RW will NEVER charge your credit card for items that are not in stock. Your card will be charged only for the items that ship, and there will be a separate charge for each shipment.

DISCONTINUED simply means that the item is no longer available in that size or color. In most cases this is due to the fact that company is no longer producing that item. We cannot accept orders for discontinued items.

How do I pay for stuff?

RW will take any of the following forms of payment:

  • Visa
  • Master Card
  • American Express
  • Paypal
  • Personal Check
    (Orders placed by personal check are held for 10 business days)

What about sales tax?

RW only collects sales tax for orders that are shipped to an address inside California.

Can I order by phone?

YES! One of our strengths is that we have real skaters available to take orders by phone. These guys are experts and have a thorough understanding of all the items we sell. If they don't have an answer immediately available, they'll certainly find out and then let you know. There only job is to help you!

To order by phone, call us toll free at 1-800-772-2502. Our sales people are available from 8 a.m. to 6 p.m. PST Monday to Friday.

How long does it take to get my order?

Our standard shipping is pretty fast. Within the continental U.S. it usually takes between 3-5 business days from the day the order leaves Roller Warehouse. Rural areas can take 3-4 business days longer. Business days do not include weekends or holidays so it's basically Monday through Friday.

You can upgrade the shipping to a ONE DAY or a TWO DAY. ONE DAY shipping will be delivered one business day after the order leaves Roller Warehouse. TWO DAY shipping will be delivered two business days after the order leaves Roller Warehouse. Rural areas will take longer! Even though it says ONE DAY or TWO DAY, if you live in a rural area it will take longer. It sucks but that's the way the shipping companies do it. Express only operates Monday - Friday.

Weather can be a factor in shipping times. Bad weather can delay your order even if it's a beautiful day where you live. Planes need to land in airports and if they are delayed, well you get the idea. A package going from California to Florida may need to make stops in Dallas or Chicago.

What are the prices for shipping?

Shipping prices are determined by the weight of your order. This is the way we are charged by the shipping companies so it seems only fair that we charge you the same way. Don't get us started on how much other companies rip you off when they charge by the dollar amount of your order. Arghhh! RW will always treats you right.

Shipping prices are determined at checkout. If you are ordering online, shipping charges are shown in the shopping cart. The website will automatically determine the shipping price.

If you are ordering by phone, mail or fax, please call us toll free at 1-800-772-2502. Our sales people are available from 8 a.m. to 6 p.m. PST Monday to Friday.

All continental US orders are shipped standard to US addresses. Express shipments are available to all US addresses for an additional charge.

Canada orders are shipped through the U.S. Postal Service. Canada orders are shipped once per week, usually on Friday. We do not offer express shipping to Canada. Be aware that additional charges for VAT, Taxes and Duties may be applied to your order by the customs department or other Canadian agencies and these charges are completely out of our control at RW.

Can I get my order shipped faster?

Yes, RW does offer express shipping. For express shipping rates, please see the categories above for more details.

Do you ship international (outside the US)?

WE SHIP WORLDWIDE. CLICK HERE FOR MORE INFO. Canada orders are handled the same as U.S. orders. See above for more information. Please contact us directly for shipping information on international orders.

How do I return something?

This is one of the great things about RW, we make it really easy to return stuff. We understand that once you get your order, you may not like what's in the box! Hey, stuff can look different in the catalog. It might not fit that way you want. That green shirt might clash with your new blue hair.

The most important thing is this, the item must be in BRAND NEW condition. You cannot return skates once you have worn them outside! Try them on in the house, on the carpet and be careful you don't scratch them up until you are positive that you love them. You cannot return clothing after it has been washed. You cannot return bearings if you already put them in your wheels. You cannot return frames if you already put them on your skates. We could go on and on here but you get the idea.

To return an item you will need a Return Authorization (RA) number. To get a RA number you need to call our customer service department toll free at 1-800-772-2502. Customer Service is available from 10 a.m. to 6 p.m. PST Monday to Friday.

You are responsible for the shipping charges to return the item to RW. We recommend that you insure the package in case it gets lost. If the return is due to an error on the behalf of RW, our customer service staff will deal with shipping charges appropriatly.

You can choose to have your return processed in one of the following ways:

1) REFUND. In this case we will process a refund to your credit card if one was used. If you originally paid by check or money order, we will send you a refund check.

2) STORE CREDIT. This will put the dollar amount of the item onto your account and will be applied to your next order.

3) EXCHANGE. In this case, we will apply the dollar amount of the item to a new order that will ship out as soon as possible. You will be required to pay for outbound shipping charges on the new order.

Time Limits: Officially, Returns and exchanges are accepted only within 30 days of the invoice date. However, we are reasonable people. In most cases if the item is current we believe we can still sell it, we will extend this time period. We have taken stuff back a year later. It all depends on the item.

Conditions of Merchandise: All items must be unused and in 100% new condition: Clothing must be unwashed, shoes must be unlaced and unworn, videos must not be unopened, etc.

Authorization: Be sure to get an RA number from our customer service staff. Items returned without an RA number will most likely be refused.

Shipping: Return the item to RW, freight prepaid, be a reliable carrier such as the US Postal Service. Insure the package if you want to guarantee it's safety.

COD & Freight collect shipping: We will not accept packages returned to us C.O.D. or Freight Collect.

Restocking fee: We reserve the right to assess a 15% restocking fee to any returned item.

Can I still return sales or closeout stuff?

Sale purchases are NOT final at the RW! We always want you to be satisfied.

As long as the item meets the criteria set out above, we'll take it back. No problem!

What is the international return policy?

In order to return an International order, please send us an email and a customer service representative will advise you on the best way to handle your return.

International customers who return items without first contacting us will be responsible for all applicable return shipping costs.

Be advised that you will be responsible for all shipping charges to get the item back to RW. This can be extremely expensive. We highly recommend that you are very certain about your purchases if you are an international customer. Returns are not easy and the expenses usually end up costing more than the original cost of the item itself.

How do I check the status of my order?

Log into your account and check it!

Can I buy a gift certificate?

RW sells gift certificates in any dollar amount over $25. The only restriction is that you buy a gift certificate in even dollars (i.e., no cents). Gift certificates apply money to an account for later use. We will mail the Certificate to you or anyone else you choose. The user does not have to return the certificate in order to use it. See below for more information.

How do I us a gift certificate someone gave me?

Gift certificates may be redeemed (spent) via the phone, mail, or fax, but NOT over the Internet. You may combine a gift certificate with another form of payment if you wish. An example of this is buying a pair of skates for $199 by using a $50 gift certificate and putting the balance on a credit card.

How do I get a RW catalog?

The best way to get a catalog is to buy something from us. After about a year, if you don't place any more orders, we stop sending you catalogs. Why? Because they are expensive and why always try to keep our costs down. If we keep our costs down we can keep our prices lower.

The other way to get a catalog is to order one by telephone or send us an email. The catalog will be mailed to you FREE; there is no charge for the catalog, and no charge for the mailing. You will also receive our next few catalogs when they become available.

We do not mail catalogs outside of the U.S.

We do not send catalogs to people less than thirteen years old. This is due to company policy and laws that say web sites cannot collect personal information from people twelve and younger. Since we can't collect that information, which includes an address, we can't send the catalog. It's a good law and a good policy, although we're sorry if it stops you from getting a catalog. You can always ask a parent or older brother or sister to request the catalog under their name and birthday, and then you read it when it arrives.

Tips for the New Skate Owner

Congratulations! You have new skates. Now here are some tips about how to take care of them--and take care of you, too.

Skate Safely: Don't skate beyond your ability. Start slow. Always wear protective gear and watch for traffic. Remember that most of the skaters pictured in magazines and catalogs are professionals, and we would make them wear safety gear if we could. Do not follow their bad example.

Use Your Tools: Use the skate wrench to make sure that all the nuts and bolts are snug. Make sure to check axles, frame bolts, soul screws, cuff screws, etc. This needs to be done everytime you skate and in between sessions on big skate days.

Make Sure Skates Are Snug: Skating in loose skates is dangerous. Keep buckles strapped and laces tied. This will help to protect your ankle and leg. Also, loose skates cause blisters and blisters are no fun, trust us on that one.

How can I get sponsored by RW?

Make a skating edit, upload it to Youtube, and send us the link HERE. The best thing to do to get sponsored is compete in as many events as you can. Obviously, this means traveling. Traveling cost money. To get traveling dollars, work with the local businesses in your area. Get local businesses to help you out and you help them out by promoting their name and helping them get business. They don't have to be skate shops.

I am buying lots of stuff, can I have a discount?

Maybe. Call us or send us an email and we can talk.

I'm broke. Can you help me out with some free stuff?

We feel your pain. It sucks to be broke. We don't want to be broke. If we gave away free stuff we'd be broke too. So no, you can't have any free stuff.

How about getting a job? If you're not old enough for a real job (or just too lazy) maybe you can do stuff around the 'hood. We know lots of kids that have saved big bucks by mowing lawns, washing cars, shoveling snow, whatever. Or you could just keep bugging your mom until she finally gives in and buys you something just to shut you up.

Why don't you carry scooters/skateboards/etc?

RW doesn't carry anything but skates. The reason for this is that we know skates. We know them better than anyone. We stick with what we know and that allows us to be the best.

How do I order a product that you don't have on your site?

If it's a new product or a new company that we don't carry then send us an email and let us know about it.

If the item is an older product that we used to carry but no longer list, we are probably all out. You can always give us a call at 800-772-2502 to see if we have any left.

I am starting my own skate shop. Can I get a discount?

No. We only sell to individual skaters. We do not give discounts just because you are a store or distributor. But you can buy all you want at our regular prices. :-)

Can I use pictures from your web site on my web site?

Thank you very much for asking. That shows a lot of respect.

Our policy is this: You can use any picture that has "rollerwarehouse.com" printed across it. We own these pictures so we can pass them on to you.

All other pictures belong to their respective owners, usually the company that makes the product or sponsors the rider. We cannot give you permission to use the pictures because they are not ours.



For the absolute BEST advice, always call us! We are here to help. 1-800-772-2502.
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