Customer Service

Order Tracking

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AND

Welcome to the Inline Warehouse Customer Service Center. IW is very proud of our level of customer service and hope you too are pleased with the level of service you receive before, during and after placing your order. Below are a few of the most common questions regarding our policies here at IW. If you have any questions or concerns regarding them, please feel free to contact us at info@icewarehouse.com.

Contact Information

Mailing Address

  • Ice Warehouse
  • 21 Zaca Lane, Ste 120
  • San Luis Obispo, CA 93401

Phone and Fax Numbers

  • Toll Free U.S. 1-800-366-3070
  • Direct Dial (805)-543-5154
  • Fax (805)-548-8722

Hours

  • Mon-Fri: 8:00am-6:00pm
  • Sat: 9:00am-4:00pm
  • Sun: Closed - Please Order Online
  • (Pacific Time Zone)

Email

Order Information

IW website features real-time inventory. When placing an order, please refer to the In Stock column for the up to the second inventory information.

In Stock Definitions:

  • # + = More than # units are in stock and ready to ship. If needing more than the stated quantity, then if available from the manufacturer, IW will order more to arrive in 7-14 business days, depending on the vendor.
  • # days = Item is out of stock. If you order it, it will take IW # business days to receive and ready the product to ship to you.
  • Month # = Item is out of stock, but is estimated to arrive at IW on this day. You may order this item to reserve it. It will ship to you as soon as it arrives.

Methods of Payment

  • Credit Card Online -OR- Phone at 800-366-3070 - Visa, MasterCard, American Express or Discover
  • COD allows you to pay the delivery driver at the door. COD's have a $7.50 service charge and must be placed over the phone by someone 18yrs old or older. COD's must be paid for with a MONEY ORDER. No Cash or Personal Checks accepted.
  • MONEY ORDER. To pay with a money order, call and place your order by phone Then mail your Money Order to the address above referencing your order #. Your order will process the same day it arrives.
  • PAYPAL. Open an account at PayPal.com if not having one, and place online. The confirmed address on your PayPal account should match the shipping address.

First Time Orders

In an effort to protect ourselves as well as cardholders from fraud, we ask that first time customers ship to the billing address of the credit card. Once customer history is established, orders may ship wherever you like. If unavoidable, we naturally will work on a case-by-case basis in an effort to get your order out. Thank you in advance for your understanding on this matter.

Coupon Codes

Not applicable to products subject to manufacturer imposed advertising restrictions. Limit one coupon code per order. ÊCan't combine discounts on one order.

Security

Our online ordering system uses industry standard SSL security encryption. Your information is transmitted using an encryption algorithm that only we can decode. We reveal only the last four digits of your credit card number when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

Shipping Information

IW knows that getting your order in perfect condition is a major concern. This is why we offer fast, affordable, and reliable shipping. IW does not require a signature in most instances, but reserves the right to do so to protect packages of high value ($500+) from loss and/or being left unattended.

Free Ground Shipping Details

  • FREE Ground shipping is provided on orders over $50.
  • Offer valid in the Contiguous US only.
  • Does not apply to drop ship items.
  • Wheel bags, hockey goals, and leg pads are excluded
  • Order ships once all items are in stock unless otherwise requested.

Free Return Shipping on all Skates Details


IW Guarantees Fit with FREE return shipping on skates. Return label request must be made within 7 calendar days of receipt. Order has to be made from within the contiguous United States. Skates are in NEW condition as described on customer service page.

To request a FREE return label, call 800-366-3070. IW cannot be responsible for emails sent that are not received. A Pre-Paid UPS label is then sent to your email. Simply print and attach label to the box in which your skates were received. The return label is intended for SKATES ONLY. Including other items will result in a deduction from your return to cover shipping costs.

If after 7 days, IW will gladly accept your return for up to 365 days (assuming item is in new condition). Return shipping is no longer covered.

Will you ship in stock items immediately if something is out of stock? If an item is out of stock, the expected arrival time is given online. In stock items can ship immediately if requested, but otherwise will ship altogether once all items are in. Split shipments would need to meet one of the FREE shipping requirements above to avoid shipping charges.

All orders placed before 2:30pm Pacific Standard Time, are shipped that same day (excludes weekends and holidays). Orders made after 2:30PM PST on Friday or on the weekend, are shipped out the next business day.

How much is shipping? Ground Shipping is a low flat rate of just $7.50 within the contiguous US if not qualifying for free shipping as outlined above.

What if I made a mistake on my address? Re-Routing a package after shipment is subject to a $15 service charge as UPS/FedEx charge to do so.

What if something is missing from my order? IW prides itself on quick and accurate shipments. However, should a discrepancy exist, notification is to be made within 48 hours of delivery. IW cannot be held responsible for a package or its contents after such a time.

What if I'm shipping outside of the United Skates? For costs and times, please add items to your cart and then click on the Shipping Calculator icon. For more detailed information on international orders, please refer to our International Page.

Delivery delays due to weather or other actions deemed beyond the shippers control are not eligible for refund.

Standard Overnight delivers the next business day normally by 4:30pm.

Priority Overnight delivers by 10:30 a.m. to most U.S. addresses; by 4:30 p.m. or 5 p.m. in remote areas. Saturday delivery is available on Priority Overnight packages plus a $12.50 Saturday Delivery Fee.

UPS 2nd Day Air delivers in 2 business days from the day your order ships (may take 3 days for parts of Alaska and Hawaii). Guaranteed.

Ground may take up to 5 business days from the day your order ships. Those destinations closer to California take a shorter amount of time. Ground times are not guaranteed. See transit days map below.

Golden State Overnight (GSO) is available to California residents with delivery the next business day by 6pm to all of the zip codes they accommodate (delivery time depending on zip code). In addition, GSO provides Saturday delivery to most zip codes at no additional charge. To request Saturday delivery, contact one of our representatives at 800.366.3070. If available in your area they will make the appropriate label for you. If not, it would arrive the next business day (Monday). For orders under $49 the charge is just $6.50 and orders over $49 this option is free (excluding oversize or drop ship items as outlined in shipping details).

Priority Mail delivers in approximately 3-7 business days from the day your order shipped. Military & PO Box addresses must use Priority Mail. No tracking available.

Guaranteed Lowest Prices

IW will match or beat any posted overall price from another site. All that is required is that it be from an Authorized Dealer, In Stock, and not a Clearance or Closeout item. Price match requests are to be made by phone and will be confirmed once the order is placed. Any shipping, oversized, and handling fees are factored in the price match. Our lowest overall price guarantee is valid for up to 7 days after your purchase date. If finding your item at a lower price within 7 days of purchase, a store credit will be issued for the difference (item must be in stock, at an authorized dealer, not a closeout or clearance).

I Win Membership

Join the IWin Membership and you win every time you return to make a purchase. Purchase 1 (or more) designated IWin item for 10% OFF that order AND all future orders. Discount not shown in cart, but on your Order Confirmation email. IWin Members enjoy the highest discount available. Should a special limited time coupon code be happening at a greater discount, IWin Members are awarded the discount even if unaware of the promotion. No more searching for coupon codes or being disappointed when expired. Membership discount also works on all our affiliate sites: Ice Warehouse, Inline Warehouse Hockey, Inline Warehouse Fitness, Inline Warehouse Aggressive and Derby Warehouse. You win!

By joining the IWin Membership you agree to the terms and conditions of the membership. Your account will be noted as a Member, and future orders will score a 10% discount. Discounts are not applicable online to manufacturer price restricted items or to previous purchases. IWin discount cannot be combined with other discount promotions. Discount does not apply to IWin Membership gear, gift certificates, taxes, shipping and similar charges. By joining the I Win Membership you agree to receive advertising emails from IW. IW does not sell or rent any personally identifiable information about you to any third party. IW may at any time terminate or modify the IWin Membership program without any further obligations to Members. Memberships are nontransferable and rules are void where and to the extent prohibited by law.

Click here to visit the IWin Membership page.

Returns

In the event you need to return or exchange an item, IW offers:

  • NO-RESTOCKING FEES
  • 365 DAYS TO RETURN
  • *FREE RETURN SHIPPING on ALL SKATES (see details below)
    (Must be requested within 7 calendar days of having received your skates & within the contiguous U.S.)

Simply print and complete our Returns Form located here or on the back of your invoice, and make sure your item(s) meet the below requirements.

  • Your item is 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...
  • Your item is not a Custom item. Custom items may NOT be returned or exchanged. This includes custom skates, sticks, helmets, and any item considered custom.
  • Your item is not an undergarment. Undergarments may not be returned or exchanged due to the nature of the item (jocks, cups, jock shorts, compression jock shorts, etc...).
  • Packaging is not damaged or missing. No tape, stickers, shipping labels or other foreign objects can be attached to the skate, shoe, helmet boxes and the like. Return how we shipped the item to you.
  • Your item was purchased within 365 days of your invoice date.

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.

You may call or place your order for an exchange ahead of time. We simply charge your card for the replacement, and issue a credit to your card for the returned item upon its arrival. A credit will be given only if meeting the above requirements.

FREE Items or promotions you receive as a result of a purchase must be returned as well if not making an exchange. If not, the value will be deducted from the returned item.

IW prides itself on the quickness and accuracy of orders. However, should a discrepancy exist, IW requires notification within 48 hours of receipt.

*FREE RETURN SHIPPING ON SKATES

Must be requested within 7 CALENDAR DAYS of having been received and within the contiguous U.S. (no AK or HI).

IW guarantees fit by offering FREE return shipping on all skate orders. Skates must meet the return/exchange requirements shown above. Simply contact IW at 800-366-3070 or email within 7 days of receiving your skates to have a Pre-Paid UPS label sent to your email. Using the toll free 800# is recommended as IW cannot be responsible for emails sent that are not received. Once you receive your label, print and attach to the box in which your skates were received. If after 7 days, you would be responsible for return shipping.

Return shipping is the responsibility of the customer (excluding skates meeting the above guidelines). All returns are to be shipped to the address shown above or on your invoice.

Warranty Information

In the unfortunate instance where an item shows up at your door broken or defective prior to use, contact IW immediately to arrange for replacement or credit.

For items thought to be defective after use, warranty periods and actions to be taken vary by item and manufacturer. Should a problem occur within a warranty period, you may be responsible for shipping to the manufacturer.

Click the brand below to see warranty information for that brand. Otherwise, IW will work with you to resolve your warranty issue as quickly as possible.Warranty is void if normal wear and tear, misuse, a replaceable part, or the item(s) leaves the USA.

If a question regarding warranty, feel free to contact us at info@icewarehouse.com.

Bauer

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Ice Skates Ð 90 days on boots, 1 year on runner and holder
  • Protective Gear, Bags, Soft Goods - 90 days
  • Visors or Shields Ð 180 days
  • Helmets - 1 year
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

Mission

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Ice Skates Ð 90 days on boots, 1 year on runner and holder
  • Protective Gear, Bags, Soft Goods - 90 days
  • Visors or Shields Ð 180 days
  • Helmets - 1 year
  • Send a few pictures of defect to speed up the process: info@icewarehouse.com

Reebok

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Ice Skates Ð 90 days on boots, 1 year on runner and holder
  • Protective, Bags, Soft goods Ð 90 days
  • Helmets Ð 90 days
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

CCM

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Ice Skates:ÊÊ90 days on Boots, 1 year on runner and holder
  • Protective, Bags, Soft goods Ð 90 days
  • Helmets Ð 90 days
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

Easton

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Ice Skates Ð 90 days for boot, 1 year for blade and holder
  • Protective, Bags, soft goods Ð 90 days
  • Helmets Ð 1 year
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

Alkali

Composite Sticks and Shafts

Contact IW for Warranty Return Authorization on:

  • Protective Gear, Bags, Soft Goods - 90 days
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

Warrior

Composite Sticks and Shafts

Contact Warrior directly for all other products:

Tour

Contact IW for Warranty Return Authorization on:

  • Protective, bags, soft goods Ð 30 days
  • Send a few pictures of defect to speed up the process:
    info@icewarehouse.com

Sherwood

Composite Sticks and Shafts

  • 30 Day warranty offered on all sticks and shaftsÊ
  • Contact Sherwood direct at:
    800-563-2202
  • warranty@sher-wood.ca
  • 90 day warranty offered on protective equipment

Cascade

Contact Cascade directly with:

Privacy Policy

Privacy

Your privacy is taken seriously here at Inline Warehouse. If you have any questions or concerns about this privacy statement please contact us via mail at the following address: Inline Warehouse, Attn: Privacy Policy, 21 Zaca Lane, Ste 120, San Luis Obispo, CA, 93401 or email us at info@icewarehouse.com. Our primary goal in collecting personal information is to provide you with a smooth, efficient and customized experience. Under some circumstances we may require additional financial information. We use your financial information, including credit card information to verify your name, address and other information to bill you for use of our services. The information we maintain in your customer file is used to resolve disputes and troubleshoot problems. We do not sell or rent any personally identifiable information about you to any third party.

Cookies

We collect non-personal information about your use of our site, directly and through the use of cookies. Cookies are small computer files that we transfer to your computer's hard drive that allow us to know how often someone visits our site. This information helps us to customize our web site specifically for you and also allows us to statistically monitor how many people are using our site and for what purpose. Cookies can not retrieve personal information from your computer.

International

Click here to be taken to our international page. There you will find information on international shipping & currency conversion.

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