Frequently Asked Questions
Q: Do all products come with a warranty?
A: All items come with a standard manufacturer’s warranty. This can be anywhere between 30 days to 2 years depending on the product. Contact us if you want to check the warranty on your purchase. Thankfully, even if your warranty has expired, Bladeworx offers a full maintenance and repair service and carries spare parts for most products.
Q: I can’t find the item I’m looking for, how do I find out where to get it?
A: Our online store shows a good range of our products, however there are more options in store that may not show online, and even MORE options available to be ordered from our suppliers! Give us a call if you are looking for something on our website and you are unable to locate it.
Q: Can I purchase a Gift Voucher online?
Yes, you can! Gift Vouchers are available in the ____ section, and can be purchased online in $20, $50, $100 or $500 amounts. If you want to get a different amount, call the shop and we can process a voucher for any amount you like. Gift Vouchers can be either emailed or posted – please specify which you would like in the delivery notes.
Q: My delivery is incorrect, doesn’t fit, or I’m not happy with it – what can I do?
A: Contact the shop straight away – giving us a call is best. As long as the product is unused and in the original packaging, we will be happy to swap it for a different product or for another size. Extra shipping charges may apply if you choose incorrectly and need to change something over, so make sure you call and ask for help with fitting if you’re not 100% sure what you need.
Q: How do I return a faulty product?
A: If your product is faulty contact the shop immediately. You will need to provide your proof of purchase (receipt) if you wish to claim on warranty. If your warranty has expired, we may still be able to repair your product, but you will need to pay for any parts and a service charge may apply.
Q: What are the layby terms and conditions?
A: Layby is available in store and over the phone. You will need to pay a minimum 20% deposit when you start your layby, and you have 90 days to pay the remainder and collect your item (or have it shipped if necessary – regular shipping charges will apply). If you cancel your layby or do not finalize your layby within 90 days, your 20% deposit may be retained as a cancellation charge. Custom boots must be paid in full upon ordering and cannot be put on layby.
Q: How do I know what size skate to buy?
A: Size charts are not a substitute for a proper fitting and you should be very careful when buying skates online. THERE IS NO SUBSTITUTE FOR TRYING SKATES ON. Sizes vary hugely (as much as 2-3 sizes!) from brand to brand and there is NO consistent sizing method – a size 9 US in one brand may be much smaller than a size 9 US in another brand. You also need to be aware of differences between men’s, women’s and children’s sizing. All of our staff are trained in sizing for the different brands and will be able to assist you if you call the store – you may be asked to measure your feet with a ruler or to do a foot tracing. But, the best way to know if something fits you is to try it on!
Q: How long will my order take to arrive?
A: We aim to complete all orders within 24 hours of being placed. Approximate delivery times are:
VIC: 1-2 business days
SA, NSW, ACT, QLD: 2-3 business days
NT, WA: 2-5 business days
Please note that deliveries to some remote areas may take longer to arrive. We will email you tracking details once your order is shipped, and we can track the order at any time for you. Deliveries within Melbourne, Geelong, Bendigo and Ballarat will usually arrive on the next business day (or the same afternoon in some cases). If you need your order ASAP we can send it via Australia Post Express, for an extra charge. Express is next day delivery to MOST areas of Australia and will be much faster to remote areas and to NT and WA. Call the shop if you would like to upgrade to Express or if you want to know when to expect your parcel. International shipping costs depend on product size, weight and destination country. Costs will be confirmed by a staff member once your order is placed. All international orders are shipped via Australia Post Pack & Track International and are fully trackable, with delivery within 2-10 business days.
Q: Can I track my order?
A: All of our order are sent by either courier or Australia Post Express and are fully trackable. You will be emailed tracking details when your order is sent, and you can call the shop if you’d like us to track your parcel for you.
Q: What forms of payment do you accept?
A: We accept AMEX, MasterCard, VISA, EFTPOS, direct deposit and Bladeworx Gift Vouchers. If you would like to pay by direct deposit or Gift Voucher please call the store when placing your order.
Q: Can I change an existing order?
A: Call the store! If you place an order and then realized you ordered the wrong thing, or ordered something you didn’t mean to order, don’t panic! Just get in touch with us straight away and we’ll fix it up for you. Credit card payments are not processed straight away, so your card won’t be charged until your order is confirmed at the store.
Q: Can I order custom products?
A: You will need to contact the store directly to order custom skate boots (color, width, etc). If you want to order a custom skate setup or a custom skateboard build, give us a call to check you are choosing components that are the right size/type for each other.
Q: Some products are cheaper on overseas websites. Why should I buy from Bladeworx?
A: Some overseas stores (particularly in North America) will appear to have cheaper prices. However, once you add shipping and calculate for the exchange rate it will likely to come to a similar price as buying it in Australia. If you buy from Bladeworx, you get the assurance you are purchasing from a reputable business with over 20 years of experience. All of our staff members are skaters who are passionate about the field and will be able to give you reliable and realistic advice. We offer FREE lessons in store when you buy from us (excluding ice), so we can teach you how to nail that kickflip or hockey stop you’ve been working at. We have an exchange and return policy that means if your product is not right, or doesn’t fit, we will change it for you. Not to mention that when you buy in Australian retail stores, you are helping to strengthen the local skating community by shopping at the businesses that support, sponsor and promote local Aussie skaters and athletes.
Q: Do you accept returns?
A: If your product is faulty you will be able to return it. If it is the wrong size, not what you were expecting, or you simply change your mind, we will be happy to offer you an exchange or store credit (provided the product is unused and has all of its original packaging). We CANNOT exchange items that have been damaged, used, marked, removed from their packaging or are in an otherwise unsalable condition. Any item that has been assembled, mounted, sharpened, unwrapped, gripped or otherwise modified is not able to be returned. Custom skate boots, custom skate setups and custom skateboard builds are non-returnable and non-refundable.
Q: I placed an order but my credit card hasn’t been charged. How can I check my order?
A: Order payments are not processed automatically. When we receive your order, we check that your selected products are available, and the payment is only processed once that’s been confirmed. This means that if you order something and for any reason it is not available, you will not be charged. We aim to complete all orders within 24 hours of receiving; however it may take longer over weekends, public holidays, and the Christmas period. You can contact the shop at any time to check on your order.
Q: I’m new to skating/roller derby/ice hockey. What should I buy?
A: We specialize in high end performance products, but we also have tons of products and advice for rookie skaters and fresh meat. Many products (like protective gear) can be purchased in packages that give you everything you need to get started at a discounted package price. You can contact the store any time to get friendly, personalized advice on gear and skating. We have experienced staff in all fields, and they are happy to answer any and all questions you have – there are no stupid questions, and everyone was a rookie once!
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