Your satisfaction with our products and service is our TOP priority and we would go the extra mile to assure that. Please familiarize yourself with these policies to avoid misunderstandings and possible future disappointments! We are a dynamic company and do realize that without our loyal clients and referrals we wouldn’t exist, so we are always open for suggestions and would do our best to accommodate your requests. Having said that, our terms and conditions are dictated by financial costs associated with shipping rates and other related expenses.
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.
EXCHANGE / RETURN POLICY (Not Including Skis)
In case you would need to exchange or return an item, we would gladly work with you to assure your complete satisfaction with our service. We offer FREE return shipping for an exchange (USA/Canada clients only) on any items over $100 in value excluding Clearance items. Please see our Clearance Items Section below! Custom made and special order products do not qualify for returns or exchanges.
For an exchange: Please contact us via email ([email protected]) within 60 days of purchase 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. The original packaging will be required (if applicable).
For all US clients: For any items, a UPS return shipping label will have to be generated by us and it will be forwarded to you 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 in total).
For all Canadian and 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 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 for Canada) and will have to be charged prior to the shipment.
For returns for a refund: Please contact us via email ([email protected]) within 60 days of purchase. The originally purchased item will have to be brand-new (unused) and returned with no signs of use, clean, and with no scratches. The original packaging will be required (if applicable). For your convenience, we are not charging restocking or handling fees! We are always ready to work with you on other options.
For all US clients: For any items, a UPS/FedEx return shipping label will have to be generated by us and it will be forwarded to you via email. Once the product received and inspected, a refund will be issued. If the item was shipped to you and the order has qualified for the Free Shipping option, the original shipping cost as well the cost of the return shipment would be deducted from the refund amount (usually $30 in total). If the original shipment was paid for, this amount will not be refunded as well as the cost of the return shipment (usually $18) will be deducted from the refund.
For all Canadian and 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. If the item was shipped to you and the order has qualified for the Free Shipping option, the original shipping cost would be deducted from the refund amount (usually $18). If the original shipment was paid for, this amount will not be refunded.
Please kindly let us know the reason for the return, so we will be able to learn and improve for the next time! Please make sure that:
- Your item should be brand-new and can be sold again as new. Item(s) must be in original packaging without any tags removed. Item(s) cannot be used, scuffed, sharpened, washed, smelling of odor, etc…
- The packaging is not damaged or missing. No tape, stickers, shipping labels, or other foreign objects can be attached to the box.
Any item(s) not meeting the above requirements will not be accepted and the customer responsible for return shipping. A copy of your invoice is helpful but not mandatory. Sorry, but we are unable to offer the free return for an exchange shipping service to our international clients (outside of the USA and Canada) due to a high cost of shipping.
SKIS EXCHANGE / RETURN POLICY
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.
CLEARANCE ITEMS POLICY
The items that have a “Clearance” tag on the product photo and/or that have prices ending with .79 in USD are on Clearance and will no longer be carried by our shop. Therefore, these items are available on a first-come-first-serve basis and can not be backordered. These items also do not qualify for the PSP Rewards!
Due to a super low sales margin on these items and quite often a loss, we can not provide free returns for an exchange. We understand that buying online is sometimes tricky and therefore ready to accept these items back for an exchange. In this case, the client will have to cover the costs of back and forth shipments (usually a total of $30 per pair of skates). The replacement pair will be shipped under the same rules as a new order would (a.k.a free shipping if applicable). Under no circumstances, the clearance items will be accepted for a refund! An exchange or a store credit will be issued for the purchase amount minus the back and forth shipping costs.
PRICE MATCH POLICY
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 to check if it qualifies for the Price Match. 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, Bay.com, 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…
– 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.
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, ProSkates 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.
Our shop is one of very few in the world that provides product customization services. 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. Wrong color of the wheels or any other parts on skates nor an upgrade that has been not performed will NOT qualify skates for free return shipping for either exchange or return. We gladly will refund the upgrade fee (if it has been charged) and will try to work with you to fix the issue.