Support:
How do I contact Skatepile.com?
Skatepile has real skaters available to answer your questions.
1-866-745-3432
is toll-free from
anywhere in the USA or Canada.
We have live support from 8 a.m. to 6 p.m. Pacific Time from Monday
to Friday. We are closed on major holidays.
Skatepile will not accept collect calls.
Does Skatepile.com have a shop?
No. All Skatepile business is done through skatepile.com
Order Status:
How can I place an order with Skatepile.com?
You can either call your order in during customer service hours or you can place your order online at www.skatepile.com.
What DOES "backorder", "ETA" & "Discontinued" 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, Skatepile 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.
What types of payment does Skatepile.com accept?
Skatepile.com accepts Visa, MasterCard, American Express, Money Orders, Cashier's Checks, Personal Checks.
Where should Money Orders, Cashier's Checks and Personal Checks be mailed?
Please mail to:
Skatepile.com
4105 Del Mar Avenue
Building 3
Rocklin, CA 95677
Orders paid for with any of these types of payment will be held for 10 days.
When will my Skatepile.com order ship?
Every order we take BEFORE 2:00 PM PST will ship out the same day (if everything is in stock). If the order is placed AFTER 2:00 PM PST it will ship out the next business day.
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 Skatepile. 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 Skatepile. TWO DAY shipping will be delivered two business days after the order leaves Skatepile. 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.
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.
How does Skatepile.com determine shipping costs?
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.
Shipping prices are determined at checkout. If you are ordering online you will have a choice of STANDARD, TWO DAY or ONE DAY shipping 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 1-866-745-3432. 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 or Fedex.
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 Skatepile.
Please click here for shipping information on international
orders.
How can I track my package?
If you ordered on the website, go to the MY ACCOUNT link on the top of the page and you can track your order from there.
Upon completing your Skatepile.com order you will be given a Skatepile.com order number. All in stock orders made prior to 2 PM PST are available for tracking after Midnight of the same day. Orders made after 2pm PST are available for tracking the next business day after Midnight.
What is Skatepile.com's Return Policy?
We understand that once you get your order, you may not like what's in the box! Items can look different than what you expected. Or, it might not fit that way you want.
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 1-866-745-3432. 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 Skatepile. We recommend that you insure the package in case it gets lost. If the return is due to an error on the behalf of Skatepile, our customer service staff will deal with shipping charges appropriately.
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 like-new condition: Clothing must be unwashed, shoes must
be unlaced and unworn, videos and ramp plans must 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 Skatepile, freight
prepaid, by 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. Okay, before you get all
crazy you should know that we have done this less than 20 times in
10 years. We have shipped 200,000 orders in that same time. This
is only to protect Skatepile from those that are abusing our extremely
relaxed return policy. Although we reserve the right, we very rarely
apply it.
International:
Does Skatepile.com ship to International addresses?
Most definitely. Skatepile is happy to ship to most international locations. International customers please note: Skatepile.com is NOT responsible for customs, tariffs, taxes, duties, etc. that most international packages will incur. Please call your local bank, postal office, or UPS headquarter for information on the customs regulations within your country.
Please click here for shipping information on international orders.
