Orders & Payments
1. How can I check my order status?
Log into your account and go to “Order History” to view the status.
2. Can I modify my order?
Once an order is submitted, it cannot be directly changed. Please contact customer support for assistance.
3. What payment methods are accepted?
We accept credit cards, PayPal, and select local payment options.
4. Will I receive a confirmation email after payment?
Yes, you will receive an order confirmation email once payment is successful.
5. Is my payment information secure?
We use encryption technology to keep your payment details safe.
6. Do I have to pay taxes / duties / customs fees?
It depends on the country of destination. Please check with your local authorities for information. All the customs taxes and duties are paid by the customer.
7. Can you set the value in the customs declaration lower than the actual product price?
The customs declaration is generated automatically upon purchase. We can nor edit or change it.
Shipping
1. How long does it take to ship my order?
Orders typically ship within 1-2 business days.
2. How can I track my shipment?
You will receive a tracking number via email once your order is shipped.
3. Do you offer international shipping?
Yes, we ship internationally to selected countries (We don't ship to Denmark).
4. Where do you ship from?
We ship from Germany via DHL
5. What are the shipping costs?
Shipping costs vary based on location and shipping method; details are available at checkout.
6. Can I change my shipping address?
Contact customer support as soon as possible if you need to update your shipping address.
7. I didn’t receive any order confirmation and shipping details
Please kindly check the “Spam” folder of the mailbox you used for placing your order.
Returns
1. What is your return policy?
We accept returns within 30 days of purchase, provided items are unused and in original packaging.
2. How do I initiate a return?
Contact customer support to start the return process, and we will provide you with instructions.
3. Will I get a full refund?
Refunds are processed for the product price, excluding shipping costs.
Products
1. Can I get a frame with custom color / finish / rocker / etc?
We do not sell personalized custom made frames.
2. What does “rocker” mean?
Please read our Rocker information page.
3. How do I rotate my wheels?
Please read our wheel rotation information page.
4. Do you need testers for your frames?
Our frames have already been tested by skaters with different skill levels so you can simply enjoy them.
