Frequently Asked Questions (FAQ) – Skate & Gallery
Welcome to the Skate & Gallery help center. We’ve compiled a list of common questions to provide you with quick and clear answers about shopping with us. If you need further assistance, please reach out through our customer service portal.
Ordering & Account
How do I place an order?
Browse our collection, select your desired items, and add them to your cart. Proceed to checkout, where you will be guided through entering your shipping details and payment information to complete your purchase. You can shop as a guest or create an account for faster checkout and order tracking.
How can I create or manage my account?
You can create an account during checkout or by visiting the sign-up page on our website. With an account, you can view your order history, track current shipments, save your details for future purchases, and manage your preferences.
I forgot my password. What should I do?
On the login page, click the “Forgot Password” link. Enter the email address associated with your account, and you will receive instructions to reset your password securely.
How do I modify or cancel my order?
We process orders quickly to ensure fast delivery. If you need to change or cancel an order, please contact our customer service team immediately through your account. We will make every effort to accommodate your request if the order has not yet entered the shipment preparation stage. Unfortunately, we cannot guarantee changes once an order is being packed.
Shipping & Delivery
What shipping methods do you offer?
We partner with reliable carriers to deliver your orders. During checkout, you will see the available shipping options and estimated delivery timeframes for your location. The options and costs are calculated based on your cart’s contents and destination.
How can I track my order?
Once your order is shipped, you will receive a confirmation email containing your tracking number and a link to monitor your package’s progress. You can also view this information by logging into your account and accessing your order history.
My tracking information hasn’t updated. What does this mean?
Carrier scans sometimes experience brief delays. Please allow 24-48 hours for the tracking status to refresh after receiving your notification. If there is no movement after several days, please contact us for assistance.
What if my package is lost or appears damaged?
While rare, shipping issues can occur. If your tracking shows a delivery confirmation but you have not received the package, first check with your household or building management. For damaged packages or lost shipments, please report the issue to our customer service team within a reasonable timeframe so we can investigate with the carrier and resolve the situation for you.
Returns, Exchanges & Refunds
What is your return policy?
We want you to be completely satisfied. Most unused and unwashed items in their original packaging with tags attached can be returned within our specified return window. Some items, like hygiene-sensitive products, may be non-returnable for safety reasons. Please see our full Return Policy for detailed information.
How do I start a return or exchange?
All returns and exchanges must be initiated through our online system for proper processing. Log into your account, navigate to your order history, and select the item(s) you wish to return or exchange. Follow the steps to generate a return authorization and a prepaid shipping label if applicable. Please do not send items back without this authorization.
How long does a refund take to process?
After we receive and inspect your return at our warehouse, we will send an email to notify you of the approval. Upon approval, your refund will be processed automatically to your original payment method. Please note that it can take additional time for your bank or credit card company to post the refund to your account.
Can I exchange an item for a different size or color?
Yes, we offer exchanges for most items, subject to stock availability. The easiest way is to initiate an exchange through your account as described above. We will ship the replacement item once the return is received and processed.
Products & Inventory
How do I know if an item is in stock?
Items available for purchase on our site are generally in stock. If an item is low inventory or on pre-order, it will be noted on the product page. We update our inventory in real-time, but in the rare event an item sells out as you are checking out, we will notify you promptly.
Are your products authentic?
Absolutely. Skate & Gallery is an authorized retailer. We guarantee that every product we sell is 100% authentic and sourced directly from brands and trusted distributors.
Do you offer restocks on sold-out items?
Popular items are often restocked. We recommend signing up for back-in-stock notifications on the product page to receive an email alert when the item becomes available again.
Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), debit cards, and PayPal. All payments are processed through secure, encrypted gateways. We do not store your full payment information on our servers.
Is my personal and payment information secure?
Security is our top priority. Our website uses industry-standard SSL (Secure Socket Layer) encryption technology to protect all data transmitted during your shopping session. You can shop with confidence knowing your information is safeguarded.
Why was my payment declined?
A payment can be declined for various reasons, including insufficient funds, an incorrect card number or expiry date entered, or a security block from your card issuer. We recommend verifying your details and contacting your bank if the issue persists.
Other Questions
Do you have a loyalty or rewards program?
We frequently offer promotions and may have a loyalty program. To stay updated on special offers, sales, and news, we encourage you to subscribe to our newsletter at the bottom of our homepage.
How can I get help if my question isn’t answered here?
For any other inquiries, our dedicated customer service team is ready to help. Please use the contact form available in the help section of our website. We strive to respond to all messages within one business day. Thank you for choosing Skate & Gallery.