Terms and Conditions
Please familiarize yourself with these policies to avoid misunderstandings and possible problems!
Your satisfaction with our products and service is our TOP priority and we would go the extra mile to assure that. We are a dynamic company and do realize that without our loyal clients and referrals we wouldn’t exist, so we are always open to suggestions and would do our best to accommodate your requests. Having said that, our terms and conditions are dictated by financial costs associated with cost of doing business.
Common purchase queries answered
Orders and Shipping
We do our very best to ship orders as soon as possible. Normally, we are running 1-2 business day processing time and that is on top of the estimated shipment timeframe listed in the shipping option selected. If you have a certain deadline to receive the package, please mention it in the order notes and/or send us an email. We will do all we can do to accommodate your request.
Please note that there is no shipping on weekends and holidays.
To put an order on hold or to cancel – please send us an email to [email protected] right away. We do our best to respond right away and this way we can avoid possible misunderstandings. Please note that we can not cancel any orders that have been shipped and picked up by courier services.
To add an extra item to the existing non-shipped order, please send us an email right away with the list of items and their size/colour and we will do our best to put the order on hold and to send you a manual invoice to pay ASAP. Please note that we can not guarantee on-time processing as our warehouse is doing their best to ship orders first in first out. Moreover, a shipping delay likely to occur until the extra payment received and order processed with the change.
If you have placed an order and noticed that the shipping address in the order confirmation email is incomplete, please send us an email to [email protected] right away and we gladly will help. Please note that we can not guarantee on-time processing as our warehouse is doing their best to ship orders first in first out.
We are unable to change address once the order has been shipped and picked up by courier. In most cases, you can contact the courier’s Customer Service directly and to request a pickup at a nearby location.
Once the order has been placed you will receive an email confirmation within a few minutes. If you have not received the email, please check the SPAM folder. If the email can not be found anywhere, most likely the payment did not go though and you will need to place the order again OR the email address has been misspelled. For any questions or concern, please send us an email to [email protected]
We do our very best to ship orders as soon as possible. We are unable to ship on weekends and holidays. Normally, we are running 1-2 business day processing time and that is on top of the estimated shipment timeframe listed in the shipping option selected. Once the order has been packaged and shipped, our system will send an automatic email with the shipping method and tracking number.
We ship worldwide and have thousands of clients around the world in more than 50 countries. The system will automatically show the shipping options and their cost at the Checkout.
If you, do not see a shipping option listed there, please send us an email to [email protected]
ProSkaters Place is proud to be offering the best rewards system on the market!
We appreciate your business and know that buying skates is just the beginning of a wonderful hobby. That is why we offer 10% back in PSP Rewards for every dollar you spend with us (account is required). This way you can save money on wheels, bearings, parts, or a pair of new skates.
For every $1 you will pay for a product cost you will earn 10c back in rewards towards your future purchases with us. The accumulated rewards will never expire and can be used immediately to pay for up to half (50%) of the product cost on your next order.
There are no rewards on Clearance items and low-margin items that will have a special note in the product description. Also, in case of a return for a refund, the rewards will be deducted as well accordingly.
At ProSkaters Place we always strive to provide the best possible prices for our valued customers upfront. If accidentally there is an exception and you find a lower price for an identical item in another store or online prior to placing an order, please see the rules below
We also provide a grace period of 7 days from the original purchase date to apply for a Price Match under the same terms. No price match will be available after that period.
– The competitor should be a legitimate store or online shop with verifiable contact details and located within North America
– The product should be identical in all features, size, colors, and other specifications
– The product and size must be IN STOCK on the competitor’s website or in-store (the proof is required if not available for online verification)
We will carefully review and verify all the supporting information. Please allow us up to 48 hours to process your request and advise you on our decision. Please note that is some extreme cases, we reserve the right to refuse to provide a price match, and this only if it will cause us to lose money on that sale.
The following items DO NOT qualify for the price match:
– Clearance, closeout, and liquidation items on our or competitor’s website
– Products listed on Amazon, eBay, AliExpress, or any other internet selling platform of this type
– Any client-specific deals, vouchers and/or one-time promotions offered by a competitor
The price match service is not available at the time of the storewide promotional period – Boxing week, Christmas, etc…
Please note:
– the price match will take into account the sale terms including shipping, delivery fees, rewards, and taxes that might apply from a competitor’s website. For example, if the product cost on the competitor’s website is $100 and the shipping is an extra $30, the match will be up to $130.
– any additional rewards and sales promotions will be waived on price matched items.
USA – we do not charge any sales tax orders going to the US and based on our experience no fees or taxes charged on import.
Canada – since our warehouse in location in Toronto, we charge Sales Taxes accordingly to the Province/Territory tax rate.
Worldwide – for our clients around the world, we do not charge any Sales Taxes but unfortunately have no control over fees or taxes that might be charged on the products upon arrival at your country. If you have any requests and/or limitations that you are aware of, please send us an email to [email protected] and we will do our best to accommodate.
For our client is the EU, we are not pre-charging V.A.T at this point in time but seriously considering that for the near future.
Our shop is one of very few in the world that provides inline skates customization services. Currently, we can not offer the same service for Roller Skates. We do our best to stock most of the components in sufficient quantities, but while we will do our best we can not guarantee the customization parts availability. Moreover, some of the skates are coming with color-matched or unique parts and therefore can no be customized.
To confirm this option, please select the skates model and size that you would like to customize and confirm that it is listed in-stock. If it is, please choose the parts that you would like to be installed instead of the default ones and also confirm that they are in stock at the moment. Once it has been done, please send us an email to [email protected] outlying the skates and parts, and we will get working on pricing and compatibility check for you. Please allow 48 hours to get a response.
Usually, if we had a fairly firm arrival date for an incoming out of stock item, we will listed it on a Pre-order online. If we can fairly easily order a product from the supplier where it is readily available, we will list this item on a Backorder.
If the item is listed as out of stock, that means that we are not sure when we can get an extra stock or it is not available with the supplier.
If the product you are looking for is not listed on our webstore and it is by one of the brands that we have listed online, we gladly will check the availability for you and let you know the price, availability, and estimated time of arrival.
In any case, you are welcome to send us an email at [email protected] and we will do our best to help!
You can create an account while placing an order or by selecting the “My Account” button in the top-right corner of the webpage.
Please note that to earn PSP Rewards you must to have an account.
We value your privacy! We do not keep credit card information on file as we use highly secured payment processing service that returns either Yes or No to our system. The only information that will be kept in our database is name, billing and shipping addresses, email address, and phone number.
To place a new order or to pay for an invoice, you will need to enter payment information again.
Since we either offer a free shipping in the US and Canada or charge a flat shipping fee for the shipments and/or upgrades, we reserve the right to combine products inside the package and this in order to save in volume of the shipment. In some case, we will ship multiple packages for the products that can not be safely combined together. In any case, we will never open and/or discard the original packaging (if was available from the manufacturer) and will make sure that the products will not damage or leave any marks.
The product will be either packaged in a cardboard box, bubble-mailer, or protected with a durable poly-mailer to keep it clean and to prevent water damage (in case and the product is coming packaged in a original box from manufacturer). Please note that it is our policy not to double-box any products as we believe that is a very wasteful and environmentally non-friendly way of shipping. We believe that boxes are designed merely to protect the content a.k.a. the product itself and therefore even if they are getting damaged but the product is all in tact, we do not consider that a defect. A damaged box will not affect a return or exchange eligibility.
For a curbside pickup at our Toronto location, please place an order online and select the curbside pickup option. Please allow at least 2-3 hours for the order to be prepared (preferably, please wait until receiving an email from Customer Service).
Please note that we will need to see a government-issued photo ID that should match the Billing Name to release the package.
If you need to swap an item
Warranty, Returns, and Exchanges
The best way to communicate with our shop is via email [email protected] or Contact Form on the website. We do our best to respond right away and this way we can receive photos, send links, and avoid possible misunderstandings.
We are looking forward assisting you to the very best of our abilities!
All of the products qualify for a manufacturing warranty against the defects accordingly to the specific manufacturer terms and conditions. ProSkaters Place will gladly represent the client and lead every case to the best possible resolution with the manufacturer. Under no circumstances, ProSkaters Place will be liable to any claims or fees. We will work with you and for you but please mind that we are merely a re-seller and cannot be responsible for manufacturer mistakes.
In case you would need to exchange an item, we would gladly work with you to assure your complete satisfaction with our service.
We offer FREE return shipping for an exchange (US/Canadian clients only) on any items over $100 in value excluding Clearance items. Custom made and special order products do not qualify for returns or exchanges.
Please send us an email [email protected] within 60 days of purchase to notify about the need and to assure that we have the other item/skate size in stock. The originally purchased item will have to be brand-new (unused) and returned with no signs of use, clean, and with no scratches. Original packaging will be required (if applicable).
US clients: for any items, a UPS return shipping label will have to be generated by us and it will be sent via email. If the product value is over $100, the return shipping cost will be covered by ProSkaters Place, if it is under $100, the client will have to cover its cost ($15). Once the product received and inspected, the new one will be shipped out with the appropriate shipping option to you. Please note that the replacement item’s shipping cost will be at the client’s expense (usually $18) and will have to be charged prior to the shipment. Only one size exchange will be covered by us for the items over $100 in price, while the rest of the shipments back and forth will have to be covered by the client (usually $30).
Canadian clients: for any items, a UPS return shipping label can be generated by us and it will be sent via email. If the client can exchange the product at the Toronto store, there is not going to be any fees or charges. If the client prefers to ship the products by Canada Post or other shipping service at his/her expense to the Toronto shop, an authorization from Customer Service has to be received first. If the product value is over $100, the return can be done only via UPS shipping label and its cost will be covered by ProSkaters Place, if it is under $100, the client will have to cover its cost ($18) or to ship at his/her expense. Once the product received and inspected, the new one will be shipped out with the appropriate shipping option to you. Please note that the replacement item’s shipping cost will be at the client’s expense (usually $20) and will have to be charged prior to the shipment. Only one size exchange will be covered by us for the items over $100 in price, while the rest of the shipments back and forth will have to be covered by the client (usually $36).
International clients: for any items, the client will need to ship it back to our warehouse in Toronto, Ontario with any shipping service that is the most convenient and least expensive to the client, as the cost will have to be covered by the shipper. Once the product received and inspected, the replacement product shipping cost will be determined and will have to be charged prior to the shipment. Once paid, the new product will be shipped out with the appropriate shipping option.
In case you would need to return an item, we would gladly work with you to assure your complete satisfaction with our service.
Clearance, custom-made, and special order products do not qualify for returns.
Please send us an email [email protected] within 60 days of purchase to notify about the need to return. The originally purchased item will have to be brand-new (unused) and returned with no signs of use, clean, and with no scratches. Original packaging will be required (if applicable).
US clients: for any items, a UPS return shipping label will have to be generated by us and it will be sent via email. Once the product received and inspected, a refund will be issued to the same payment method the original payment was made minus the back and forth shipping costs (usually $30).
Canadian clients: for any items, a UPS return shipping label can be generated by us and it will be sent via email. Once the product received and inspected, a refund will be issued to the same payment method the original payment was made minus the back and forth shipping costs (usually $36). If the client can drop of the product at the Toronto store, there is not going to be any return shipping fee. The product will be inspected on a spot and a refund will be issued within 24 hours online to the same payment method the original payment was made minus the original shipping cost (usually $20). If the client prefers to ship the products by Canada Post or other shipping service at his/her expense to the Toronto shop, an authorization from Customer Service has to be received first and once the product received and inspected, a refund will be issued minus the original shipment cost (usually $20).
International clients: for any items, the client will need to ship it back to our warehouse in Toronto, Ontario with any shipping service that is the most convenient and least expensive to the client, as the cost will have to be covered by the shipper. Once the product received and inspected, a refund will be issued minus the original shipment cost (depending on the actual amount paid by ProSkaters Place).
While we understand that mistakes happen and appreciate the fact that you might not like the product as much as on photos, unfortunately we are unable to cover the shipping costs in case of a return as while they might be listed a free to you, they are definitely not free to us! We simply dedicate a good portion of our profits to cover them. In case of a return, there are no profits and therefore we do no have other choice but to deduct them from the refund. If you would be ready to reconsider and to exchange, we gladly will be ready to help as much as possible.
Clearance products can not be returned for a refund. Exchange Only! They also do not qualify for a free return shipping.
In case and you would like to exchange, please send us an email [email protected] within 30 days of purchase to notify us. The originally purchased item will have to be brand-new (unused) and returned with no signs of use, clean, and with no scratches. Original packaging will be required (if applicable).
US clients: for any items, a UPS return shipping label will have to be generated by us and it will be sent via email. Once the product received and inspected, the replacement one will be shipped out with the appropriate shipping option to you. Please note that before shipping the item out, an invoice for the back and forth shipping cost (usually $30) will have to be paid.
Canadian clients: for any items, a UPS return shipping label can be generated by us and it will be sent via email. Once the product received and inspected, the replacement one will be shipped out with the appropriate shipping option to you. Please note that before shipping the item out, an invoice for the back and forth shipping cost (usually $38) will have to be paid. If the client can exchange the product at the Toronto store, there is not going to be any fees or charges. If the client prefers to ship the products by Canada Post or other shipping service at his/her expense to the Toronto shop, an authorization from Customer Service has to be received first and once the product received and inspected, an exchange will be arranged. Client will have to cover the replacement product shipment cost (usually $20).
International clients: due to high international shipping costs, exchanges on Clearance items usually are not financially sound. Usually, the best way it for that item to be sold locally. If you still would like to explore the exchange option, please send us an email and we will do out best to assist.
While we understand that mistakes happen and appreciate the fact that you might not like the product as much as on photos, Clearance items are sold usually at cost or even below and therefore we are not able to cover any shipping costs associated with exchanges.
We accept returns and exchange of Alpine and Nordic skis only from local clients! No exchanges or returns for skis shipped outside of Canada.
In order to prevent any skis damaging during shipment, new skis return for refund or exchange will be possible only when bringing it to the shop in person. No returns via shipment will be accepted. Please perform all necessary measurements and validations before placing your order online! When a ski is returned for refund/exchange $20 re-stocking fee will apply. If the ski was shipped to a client and then returned in person for refund, a $40 (re-stocking fee + shipment expense) will be deduced from the refunded sum.
First and foremost, we apologize for the inconvenience! There has been either a human error at our warehouse or at the manufacturer side, but in any case, we will make it right for you. Please send us an email immediately to [email protected] and our team will guide you through the process. Please make sure to include a photo of the item/s and label as an evidence for the mistake, so we will be able to choose the best way to fix it.
First and foremost, we apologize for the trouble! While we do our best to protect the products and packages, courier and postal services can be really brutal sometimes. Please send us an email immediately to [email protected] and our team will guide you through the process. Please make sure to include a photo of the item/s and packaging condition as an evidence, so we will be able to choose the best way to fix it.
Please note, that if you have purchased the Route Insurance at the checkout, the best is to open a claim directly with them. They will process the claim very quickly and either issue a refund or order a replacement from us.
If the package was reported as delivered by the courier service and can not be found anywhere or stuck/lost on its way to you, please contact the courier service immediately! The best and only way is to contact them directly as unfortunately, there is not much we can do from our end to help.
If you have purchased the Route Insurance at the checkout, the best is to open a claim directly with them. They will process the claim very quickly and either issue a refund or order a replacement from us.
Please note that is you live in an apartment/condo building, please check for the package at your neighbors, mail room, and superintendent as sometimes that is where the packages are left. If you live in a private houses, please check over the fence and around the entrance as often delivery people are very creative in hiding packages.