Shipping & Refund / Return Policies

Free Shipping & Delivery

Please note that free shipping regions and eligible products may be adjusted from time to time based on market conditions and local warehouse availability. You can confirm eligibility at checkout after entering your shipping address.

Due to the high value of our products, all electric skateboards will require a signature upon delivery — without exception.

If you refuse delivery or are not able to receive delivery your shipment will be re-routed back to us. Upon delivery to us you will be responsible for the cost of the return shipping fees, including any duty, re-import or brokerage fees incurred. This cost will be subtracted from your order refund once received and processed by our return team. If your order has been returned to us due to a delivery failure and you wish to have your order re-shipped to you, you will be responsible for the new shipping costs, regardless of the order value. If the package is lost during the return process, you will be responsible for all associated costs.

Post Office Boxes

All orders for PEVs require a residential or business address. PEVs are NOT able to be shipped to Post Office Boxes.  If a Post Office Box is entered at checkout for a PEV order you will be contacted to provide an alternate delivery address. 

Air Shipping for the UK, Non-EU countries，U.S. insular areas and possibly other areas

Orders shipping by air from these areas will be subject to state taxes, customs inspection fees, import duties/tariffs and/or regulatory fees depending on your jurisdiction for which the recipient will be responsible, and which are not refundable in any way, in whole or in part. DUTY AND/OR TARIFFS WILL BE CHARGED TO YOU AT CHECKOUT. It is the sole responsibility of the purchaser to be aware of any customs inspection fees, import duties/tariffs and/or regulatory fees which may be in effect at the time of purchase and/or time of border processing and clearance. We are not able to provide any guidance regarding import duties/taxes.

• THE SUDDEN AND SIGNIFICANT INCREASE OF FORMAL CUSTOMS ENTRIES AT THE US BORDER MAY CREATE SIGNIFICANT DELAYS. AS THESE REGULATIONS ARE CHANGING AT SUCH A RAPID PACE NEITHER WE NOR ANY BROKERAGE FIRM ARE ABLE TO PROVIDE CLEAR GUIDANCE AT THIS TIME. 

Shipping Delivery Times

Online orders paid in full via credit card, Interac debit, Affirm,Klarna or PayPal typically ship from our warehouse within 2 business days. Orders placed on Friday after 12 noon Local time through to Sunday will be processed to ship the following Monday. Orders placed on holidays will be processed to ship on the next business day. All estimated shipping times (expressed in days) reflect business days (Monday-Friday, not including holidays). Saturdays, Sundays and holidays are not included in estimated shipping times.

• Here are the current delivery estimates for US ground shipments from local warehouse:
  • THE SUDDEN AND SIGNIFICANT INCREASE OF FORMAL CUSTOMS ENTRIES AT THE BORDER MAY CREATE SIGNIFICANT DELAYS. THE BELOW ARE GUIDELINES ONLY UNDER NORMAL SHIPPING CONDITIONS.
  • West 3-5 days
  • Midwest 5-7 days
  • Central 5-7 days
  • South 6-9 days
  • Northeast & East coast 6-9 days
  • All estimates are for major centres. Rural and semi-rural locations may take longer.
  • All estimates are expressed in standard business days. 

• Here are the current delivery estimates for European ground shipments from local warehouse:
  • THE SUDDEN AND SIGNIFICANT INCREASE OF FORMAL CUSTOMS ENTRIES AT THE BORDER MAY CREATE SIGNIFICANT DELAYS. THE BELOW ARE GUIDELINES ONLY UNDER NORMAL SHIPPING CONDITIONS.
  • Germany and its core neighboring countries (such as Belgium, France, and the Netherlands): 2-4 business days
  • Central and northern EU regions (such as Italy, Spain, and Portugal): 3-7 business days
  • Peripheral EU and Nordic regions (such as Sweden, Latvia, and Lithuania): 5-10 business days
  • All estimates are for major centres. Rural and semi-rural locations may take longer.
  • All estimates are expressed in standard business days. 

• Here are the current delivery estimates for Canadian ground shipments from local warehouse:
  • THE SUDDEN AND SIGNIFICANT INCREASE OF FORMAL CUSTOMS ENTRIES AT THE BORDER MAY CREATE SIGNIFICANT DELAYS. THE BELOW ARE GUIDELINES ONLY UNDER NORMAL SHIPPING CONDITIONS.
  • Ontario and Quebec: 2-5 business days
  • Manitoba, Saskatchewan, and Alberta: 3-6 business days
  • British Columbia and the Atlantic provinces: 6-9 business days
  • Newfoundland and Labrador: 7-10 business days
  • Northern Canada: 7-14 business days
  • All estimates are for major centres. Rural and semi-rural locations may take longer.
  • All estimates are expressed in standard business days. 

For information on other shipping methods and shipping rates to other regions, please enter your address on the checkout page or contact our customer service.

Shipping Confirmation & Tracking

All orders will receive a shipping confirmation email and tracking number once the order has shipped. If you did not receive an order confirmation please email shippinginfo@acedeckboards.com so we can help.

Estimated date of delivery may fluctuate due to extenuating circumstances such as weather, operational delays etc. We will work directly with you and the shipping companies to provide expedient solutions in the case of a severe delay if one should so occur.

Shipping Insurance & Disclaimer

Acedeck is not responsible for lost, damaged, or stolen packages. The risk of loss and/or damage passes onto the customer after the shipment has been picked up by the courier. If you want to insure your package from loss or damage, we strongly recommend purchasing the shipping insurance option provided by XCotton at checkout. Be advised if you do not select XCotton Shipping Protection at checkout your package will not be insured throughout the shipping process and any costs to the purchaser will not be recoverable in the event of loss, damage, theft or any and all similar events which prevent receipt or proper operation of the device by the customer. Some customers may have shipping insurance or purchase protection as part of their credit card holder agreement. Please refer to your credit card holder agreement for details. If you purchased XCotton Shipping Protection and have received a damaged product or your product has been confirmed as lost by the appropriate shipping company please contact us directly at shippinginfo@acedeckboards.com. Alternatively, you can contact the insurance company directly using the insurance policy that XCotton will send you via email after you purchase the insurance.

Shipping Protection Plan -XCotton(partner with AIG).

We’ve teamed up with trusted partners to offer shipping protection—so your order is covered if something goes wrong. Just reach out to Xcotton if you need help. Full policy details below.

1.What’s covered by this plan?

• Package lost in transit
• Package stolen or missing after delivery
• Package damaged in transit
• Delay in delivery

2.How to add protection

During checkout, you will have the option to add Shipping Protection to your order. By selecting this service, the protection fee will be automatically included in your total payment.

Please note:

• This protection is applied per order.
• It only covers products purchased within the corresponding order.
• The service cannot be added after order completion.
• Shippring Protection cannot be cancelled once parcel shipped.

3.To report an issue

Upon successful enrollment in the protection plan, a confirmation email containing the following will be automatically dispatched:

• Service contract reference number
• Step-by-step claims guide
• Official claims procedure documentation

4.Filing Claims with Xcotton

In the event of parcel loss ortransit damage, immediately initiate the claims processclickingHERE

If you have any questions, please feel free to reach out to our customer support team by email support@xcottons.com.

4.Liability Statement

When you purchase protection, coverage for shipping loss or damage is provided by Xcotton. We’ll gladly assist by sharing claim info, but Xcotton manages the claims process directly.

5. Helpful Reminders
Double-check your shipping info: Make sure your address and contact details are correct at checkout. Inaccurate info could lead to delivery issues or affect your ability to file a claim.

Inspect your order ASAP: Once your package arrives, check it right away. If there’s any damage or problem, email us at support@xcottons.com as soon as possible to begin the claims process.

Fraud Policy

The Acedeck’s website is built on the Shopify e-commerce platform. Shopify provides built-in anti-fraud and security risk software to analyze every order placed through the Acedeck’s website.

In some cases orders placed may trigger a fraud alert. This could be due to a number of risk factors.

In the case that an order is given a high level risk of fraud warning it will automatically be cancelled and refunded immediately. Any subsequently placed orders using the same payment method of the fraudulent flagged order will be refused.

In the case that an order is given a medium level risk of fraud warning we may reach out to you via email in order to verify your identity and payment details. If the required verification information is not received within 7 days of the request your order will be cancelled and refunded.

If an order is found to be fraudulent the appropriate authorities will be notified and Acedeck will assist in every available capacity to help lead to the arrest and/or prosecution of anyone committing financial fraud and/or identity theft.

Due to the high value of our products we take e-commerce fraud and identity theft extremely seriously. If you are notified about your order being potentially fraudulent, the steps being taken to verify identity and payment information are done to protect yourself and all of our customers from financial fraud and/or identity theft.

Refunds/Returns/Exchanges/Cancellations

We have a 2-day return policy, which means you have 2 days after receiving your item to request a return. Please note that only products shipped to locations within the United States, Canadian, and Europe can be returned to our local warehouses. Unfortunately, due to the high expense of global shipping, we cannot accept returns outside of these 3 regions.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in sealed original packaging. You’ll also need the receipt or proof of purchase.

For returns unrelated to product quality issues, we will not accept return. For quality issues, we can only provide component replacements or repairs, returns are not available.

Please check your address carefully before placing an order. We are not responsible for delivery failures caused by incorrect addresses.

Issue a return

To start a return, you can contact us at service@acedeckboards.com. Please include the following information when you request a return & refund:

1) Order Number,
2) Number of returns, product name, and serial numbers,
3) Reason for return,
4) Videos and photos indicating the product is in unused condition and in full packaging. A set of 7 photos of the Product must be provided ahead the Product being shipped:
Front
Rear
Top
Bottom
Left side
Right side

Our customer service team will process your request within 2-5 working days of receiving your email. If your return is accepted, we’ll then send you a unique RA (Return Authorization) number, as well as instructions on how and where to send your package.

Once you have received the RA number please pack the items and ship to the location as instructed in our email, within 7 days. If the return was not triggered by a faulty or misdescribed item, you will be responsible for the costs of returning the goods to us. All return packages to our local warehouses would have to be pre-paid by the customer. Please ensure the RA number is indicated on the external packaging, as any package without an RA number will be returned to its sender at its own expense. Items sent back to us without first requesting a return will not be accepted.

Once our warehouse receives the return and completes the full inspection, to conclude that your returned item is in the condition we expected, we will issue the full refund of your order in 2 working days, excluding delivery costs, customs duties, tax, or any cost associated with processing the returns.

Acceptance for Refund, Exchange and/or Return will be at the sole discretion of Acedeck. You can always contact us for any return-related questions at service@acedeckboards.com.