Yo riders! We’ve put together this FAQ to answer all your burning questions about our gear, shipping, returns, and more. If you don’t find what you’re looking for, hit up our crew at [email protected] – we’re real skaters who actually respond.
About Element
Who is Element?
Element is a skate shop born from the streets and built for riders who hate waiting. We test every product ourselves before selling it – from decks to jackets – and our global delivery system gets the same treatment. Based in Phoenix, AZ, we’re skaters serving skaters worldwide.
What products do you sell?
We carry everything a rider needs:
- Skate Hardware: Decks, completes, bearings, grip tape, flat bars & rails
- Apparel: Jackets, coats, jeans, trousers, shirts, shorts
- Accessories: Backpacks, bags, beanies, caps, belts
- Men’s Collection: Dedicated men’s accessories and apparel
Shipping & Delivery
Where do you ship?
We ship globally to most countries, except some remote islands and parts of Asia where delivery routes haven’t been tested by our team riders. If you’re unsure about your location, email us before ordering.
What are my shipping options?
EXPRESS AIR (Recommended for core skaters):
– Carriers: DHL or FedEx
– Speed: 10-15 days after shipping (sometimes as fast as 8 days to Europe)
– Cost: $12.95 flat rate worldwide
FREE RIDER SHIPPING (For those who can wait to style):
– Carrier: EMS postal service
– Speed: 15-25 days after shipping
– Cost: FREE on orders over $50
– Carriers: DHL or FedEx
– Speed: 10-15 days after shipping (sometimes as fast as 8 days to Europe)
– Cost: $12.95 flat rate worldwide
FREE RIDER SHIPPING (For those who can wait to style):
– Carrier: EMS postal service
– Speed: 15-25 days after shipping
– Cost: FREE on orders over $50
How long does order processing take?
Every order ships within 1-2 business days (we don’t count weekends – we’re skating too). Our warehouse crew treats every deck like their own setup – no factory robots, just real riders packing your gear with care.
Will I pay customs fees?
We handle all customs paperwork for international orders, but you might owe local duties depending on your country’s import policies. Check with your local customs office if you’re unsure.
Returns & Exchanges
What’s your return policy?
Changed your mind? We get it. You’ve got 15 days after delivery to initiate returns. Items must be unworn/unused with original packaging. Return shipping is on you unless we messed up (which rarely happens).
How do I start a return?
Email our crew at [email protected] with your order number and what you’re returning. We’ll send you return instructions. Pro tip: Keep your tracking number for the return shipment.
When will I get my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds go back to your original payment method.
Payments
What payment methods do you accept?
We accept all major cards (Visa, MasterCard, JCB) and PayPal. No sketchy payment processors – just secure transactions so you can focus on your setup, not security concerns.
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions. We don’t store your full payment details on our servers.
Why was my payment declined?
This is usually your bank’s fraud protection kicking in. Contact your bank to approve the transaction, then try again. If issues persist, try PayPal as an alternative.
Product Questions
How do I choose the right deck size?
Deck width depends on your shoe size and skating style. Generally:
- 7.5″-7.75″: Good for smaller riders or technical street skating
- 8.0″-8.25″: All-around versatile size
- 8.5″+: Better for transition skating or bigger riders
How often should I replace my bearings?
When they start feeling gritty or slow, even after cleaning. For regular skaters, every 3-6 months depending on conditions. Our Element bearings are built to last but no bearing survives forever.
Are your clothes true to size?
Our apparel is designed with skaters in mind – slightly relaxed fits for mobility. Check individual product pages for specific sizing charts. When between sizes, we recommend sizing up for that classic skate look.
Contact & Support
How do I contact customer service?
Email our crew at [email protected]. We’re real skaters who actually respond – usually within 24 hours on business days. For locals, swing by our Phoenix HQ at 1933 Cambridge Court (we’ve got a mini ramp out back).
Do you offer wholesale or team sponsorships?
Hit us up at the same email with details about your shop or skate credentials. We’re always down to support the skate community.
Still got questions? Don’t bail – reach out! Our crew lives for this stuff and we’re happy to help you get rolling with the right gear.