Customer Service

Order Tracking

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Headquarters:
Derby Warehouse
21 Zaca Lane, Ste 120
San Luis Obispo, CA 93401

Toll Free U.S.: 1-800-366-3070
Direct Dial: (805) 543-5154

Email: info@derbywarehouse.com
Customer Service Phone Hours:
Mon - Fri: 8:00am - 6:00pm
Sat: 9:00am - 4:00pm
Sun: Closed - Please Order Online

Retail Hours:
Mon - Fri: 9:30am - 5:30pm
Sat: 9:30am - 3:30pm
Sun: Closed

(Pacific Time Zone)

First Time Orders
In an effort to protect ourselves and cardholders from fraud, we ask that first time customers ship to their billing address whenever possible. Once customer history is established, orders may ship wherever you like. If unavoidable, we will make every effort to get the order out as requested. Thank you in advance for your understanding.

Coupon Codes
Not applicable to products subject to manufacturer imposed advertising restrictions. Limit one coupon code per order. Coupon codes may not be combined with other promotions.

Shipping Information

Derby Warehouse is leading the way in quick, affordable shipping. All orders placed before 2:30pm Pacific Standard Time will be picked, packed, and shipped that same day (excludes FedEx International Shipments which must be placed before 1:30pm). All orders over $50 receive FREE ground shipping. All other ground deliveries are $9.75 within the contiguous United States ($6.50 if shipping to California). We charge you less for shipping so you can get more of the stuff you want.

Note: UPS does not deliver to P.O. boxes or APO's. Please choose Priority Mail.

Note: A signature may be required on packages high in value or on those using express shipping to certain areas (2-day and Overnight). If a signature is required and no one is available to sign, the shipper will not leave the package. Derby Warehouse will not be held responsible to reimburse shipping charges if no one is available to sign for the package.

$5 Flat Rate Two Day Shipping Details

  • $5 Two Day Shipping through UPS on shipments over $25
  • Offer valid in the Contiguous US only.
  • Promotional pricing automatically offered at checkout for qualifying orders. If not shown, the order does not qualify (call with questions).
  • Due to size constraints, shipments requiring more than one package will incur additional costs if not meeting requirement(s) on their own.
  • Shipment must have an actual and dimensional weight of 10 lbs. or less. Long, large or heavy items such as hockey sticks, wheel bags and goals are therefore excluded.
  • Does not apply to drop ship items.
  • Does not include Saturday delivery
  • Offer not retroactive on prior purchases.
  • Order ships once all items are in stock unless otherwise requested.
  • Limited Time Offer

Free Ground Shipping Details

  • FREE Ground shipping is provided on shipments over $25.
  • UPS Ground shipments under $25 pay just $6.99 for shipping.
  • Due to size constraints, shipments requiring more than one package will incur additional costs if not meeting requirement(s) on their own.
  • Offer valid in the Contiguous US only.
  • Does not include Saturday delivery.
  • Does not apply to drop ship items.
  • Order ships once all items are in stock unless otherwise requested.
  • Limited Time Offer

Exceptions
Due to dimension and weight limitations assessed by UPS, orders made with an extraordinary amount of weight or large dimensions may be subject to a freight charge (some wheeled bags for example). Please call 1-800-366-3070 or e-mail info@derbywarehouse.com if you think you may be placing an order that could incur a shipping charge. We will confirm if your order does need a freight charge and can supply you with a shipping cost for your purchase at that time.

$5 FLAT-RATE TWO-DAY SHIPPING RESTRICTIONS: Skates shipped using the previous Two-Day Shipping Promotions, "FREE TWO-DAY SHIPPING" or "FREE 2-DAY Holiday Shipping", will NOT qualify for free return shipping under the IWin Membership Program. Returns are still welcomed, but shipping would be the responsibility of the consumer. Otherwise, standard shipping and return guidelines apply.

UPS and FedEx Air
Please be advised when choosing UPS Air as a shipping option, depending on your location, UPS may require a signature in order to leave the package. If a signature is required and no one is available to sign for the package, UPS will not leave it. We strongly suggest that if you choose Express shipping as an option someone be home to sign for the package or have it shipped to a business where someone is available to sign for it. Derby Warehouse will not be held responsible for reimbursing shipping charges if there is no one available for a signature release.

UPS Priority and FedEx Overnight
Priority Overnight gets your package to you the next business day (excludes weekends and holidays). Priority Overnight + Saturday Delivery is available depending on your location. UPS/FedEx does not guarantee delivery by 10:30am to certain locations depending on the zip code and address location, some packages may not be delivered until 5pm. Standard Overnight option provides for delivery the next business day without a specified time. Unfortunately, UPS cannot provide us with zip codes where these varying delivery times apply. Please be advised that if you are in a remote destination and choose UPS Priority Overnight, the guaranteed arrival time will not apply but the next day delivery will. As a result, Derby Warehouse will not be refunding for Priority Overnight deliveries made to rural areas where there is no delivery time guaranteed.

Back Ordered Items
If an item is out of stock, expected arrival time is provided BEFORE adding to your shopping cart. Expected arrival time is reiterated on your confirmation email. DW will wait to ship all items together unless otherwise requested so as to not affect meeting free shipping requirements on shipments. Should an order experience unexpected delays on a backordered item or qualify for free shipping if splitting, DW is happy to work with you to get out in stock items out right away. If having backordered items on your order and would like to discuss your options, please contact us at 1-800-366-3070 or info@derbywarehouse.com. Please be advised, unless otherwise notified all back ordered items will be sent via First Class Mail or UPS Ground.

General Travel Time Breakdown
With the exception of Priority Overnight Saturday Delivery, weekend days are not included in the travel time of a package. All UPS, FedEx and GSO shipments offer tracking.

UPS Ground
Please see the map below for approximate travel times.

Note: Transit days for ground shipments are business days and do not include weekends or holidays. Transit days are approximate and not guaranteed on ground shipments.

Priority Mail
Typical travel time is 4-10 working days regardless of destination. This shipping option is not insured and does not offer a tracking service.

Note: All Ground and Priority Mail shipment times are approximate and are subject to change.

Golden State Overnight
For California residents, as well as certain Arizona and Nevada zip codes, Golden State Overnight (GSO) is offered. GSO offers next day delivery by 6pm to all of the zip codes they accommodate (delivery time will vary depending on zip code). If your zip code qualifies for Golden State Overnight the website will display this shipping option. In addition, GSO provides Saturday delivery to most zip codes within their coverage at no additional charge. To request Saturday delivery, orders and special label request must be done so by phone at 800-366-3070. For orders under $50 the charge is $6.50 and orders over $50 ship free.

UPS 2nd Day
As long as your order is placed before 2:30pm Pacific Standard Time Mon.-Fri. your order will ship the same day. If you place a UPS 2nd Day Air on Monday you should expect to receive it on Wednesday (no particular arrival time is allotted for these shipments). If you place a UPS 2nd Day Air on Thursday you will receive the order, guaranteed, that following Monday (weekend days and holidays are not included in travel time).

Fed Ex Standard Overnight and Priority Overnight
(UPS Overnight used for California Residence only)

All orders placed with Fed Ex Standard Overnight will be delivered the next day (with the exception of Saturday) with no specific arrival time. If a Standard Overnight is submitted on Friday it will be delivered, guaranteed, Monday after the weekend (or holiday). If you need an order delivered on Saturday, you will need to choose the Fed Ex Priority Overnight Saturday Delivery Option. This option is slightly more expensive but is guaranteed Saturday delivery (in most areas, see below paragraph for exceptions to certain rural areas). If you need a package delivered before 10:30am on a weekday (in most areas, see below paragraph for exceptions to certain rural areas), you will need to choose the Fed Ex Priority Overnight option.

Additional Delivery Options
Hawaii/Alaska/Puerto Rico: Derby Warehouse is able to ship to Hawaii, Alaska and Puerto Rico via Priority Mail. Please call 1-800-366-3070 or email: info@derbywarehouse.com for an exact shipping quote.

FPO/APO mailing addresses: Derby Warehouse is able to ship to military mailing addresses via Priority Mail only.

International Orders
For International orders please refer to our International page.

Returns and Exchanges

365 Day Return Policy.
Derby Warehouse always wants you to get what you want, but in the event that you would like to return an item please refer to the back of your invoice for directions. To view requirements or if needing a copy of our return form, you can download it here. If you have a question that your invoice does not address please call and speak with a customer service representative who will give you return information specific to the product you are returning. DW allows 365 days from purchase to return those items that are new and in perfect condition (packaging included).

Free Return Shipping on Skates - IWin Memberships Only

This benefit is exclusive to IWin Members - Not a Member? Join Today!

Free Return Shipping on Skates is provided for those in the contiguous 48 states if requested within 7 calendar days of receiving your skates. To receive a pre-paid label, simply call 800-366-3070 and make sure the skates and packaging are in the same condition as received. If after 7 days, you may still return, but shipping would then become your responsibility. DW allows 365 days from time of purchase to return items in new condition.

Please send all returns to:
Derby Warehouse
21 Zaca Lane - Suite 120
San Luis Obispo, CA 93401

Defective Products
Derby Warehouse wants you to be completely satisfied with everything that we offer. This begins from the site all the way to the product you select. Product is deemed defective either from the manufacturer or Derby Warehouse depending on the item. Contact our warranty department at 800-366- 3070 to determine whether the item is to ship back to DW, the manufacturer, or be destroyed in the field. If an item shows up at your defective, all avenues to replace immediately are taken. Should an item be defective after use, contact DW and we will contact the manufacturer on your behalf for guidelines.

Exchanges
You may call or place your order online 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.

Warranty Information

In the unfortunate instance where an item shows up at your door broken or defective prior to use, contact DW 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 you have a question regarding warranty, feel free to contact us at info@derbywarehouse.com

Antik

Contact DW for Warranty Return Authorization on:

  • 3 month warranty offered on skates
  • Send a few pictures of defect to speed up the process:
    info@derbywarehouse.com

Riedell

Contact DW for Warranty Return Authorization on:

Sure Grip

Contact Sure Grip direct for Warranty Return Authorization on:

Coupons

Coupons are not applicable to IWin Membership gear, items priced ending in '7' (e.g. 19.97), restricted SALE items, promo items, gift certificates, taxes, shipping and similar charges. Coupons cannot be combined with any other offers, discounts, or promotions. Coupons are not applicable to products subject to manufacturer imposed advertising restrictions, which includes select items from Bauer, Easton, CCM and Warrior. Discount will be shown in shopping cart when applicable. Coupons can not be used on prior purchases.

Low Price Guarantee

DW will match or beat any posted overall price advertised in-store or online. All that is required is that the item be in-stock and the price can be confirmed. 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.

IWin Membership

Join the IWin Membership and you win every time you return to make a purchase. Purchase 1 (or more) designated IWin item for 15% 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!

IWin Membership Exclusive Benefits
  • No Hassle Discount Every Order* - No Confusing Points to Calculate
  • Free Return Shipping on Skates**
  • Priority Same Day Shipping
  • Members Only Promotions

*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, items priced ending in '7' (e.g. 19.97), restricted SALE items, promo items, gift certificates, taxes, shipping and similar charges.

** Free Return Shipping on Skates is provided for those in the contiguous 48 states if requested within 7 calendar days of receiving your skates. To receive a pre-paid label, simply call 800-366-3070 and make sure the skates and packaging are in the same condition as received. If after 7 days, you may still return, but shipping would then become your responsibility. IW allows 365 days from time of purchase to return items in new condition.

By joining the IWin Membership you agree to the terms and conditions of the membership. 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.

Frequently Asked Questions

What does it mean in the "in-stock" column when shopping online?

  • 2 or 2+
    The first tells that two remain in stock of this item and are ready to ship. The other tells that more than 2 are available to ship. You are welcome to order more than the stated quantity. If ordering more than what is in stock, expected wait time will be provided on your confirmation email.
  • 3 days
    This means the item you are viewing is out of stock with an expected wait time of 3 business days should you place an order. It takes approximately 3 business days for items to arrive at DW from that vendor.
  • Jan 25
    Item is out of stock, but is estimated to arrive at DW on the specified date. If wanting this item, DW recommends you go ahead place your order. Inventory is real-time and doing so reserves this item once the specific purchase order is received.

What can I order?
You may order all items shown on our online catalogue. If you are interested in an item that is not found on our website please email info@derbywarehouse.com and we can look into it for you.

How can I order?
You may order via our secure online ordering system or you may send your order request via email or fax us at 805-548-8722. Our Customer Service Department is open for phone orders 6 days a week. You may call Monday through Friday between 8am PST and 6pm PST and you may call Saturday between 10am PST and 4pm PST. If you would like to place a phone order please call our toll free line 1-800-366-3070 or local telephone number 805-543-5154.

Can I redeem multiple DW gift cards on one order?
Yes.

Can I redeem a Visa/Amex/MC gift card?
DW strongly recommends saving these for in-person transactions. As no billing address is attached to the card, it may look fraudulent on our end when processing and result in our voiding the charge and causing delays with funds on your card. If you must use an outside gift card, place your order over the phone and inform us you are doing so prior to processing.

How can I pay?
You may pay with a Master card, Visa card, Discover card or American Express. We also accept PayPal, International Money Orders, and Wired Fund Transfers. Please contact our International Department for more details regarding International Money Orders and Wired Fund Transfer payments. Please note that Derby Warehouse may require additional information from you before we can process your order.

How long will it take to receive my order?
Orders placed by 2:30pm PST with all items available will be shipped that same day.

  • FedEx Priority Overnight: By 10:30 a.m., next business day (most areas).
  • FedEx Standard Overnight: Afternoon delivery, next business day.
  • UPS 2nd Day: Afternoon delivery, second business day.
  • UPS Ground: 1-5 business days within 48 contiguous states.

Please call for rates and availability for Saturday Delivery orders.

What happens if I don't receive my package?
UPS and Fed Ex shipments are covered by insurance that guarantees that Derby Warehouse will replace packages that are lost or damaged during transit.

Note: Priority Mail, World Mail, and Express Mail are NOT insured. Derby Warehouse will not replace packages that are lost or stolen if Priority Mail, World Mail, or Express Mail was the method of shipment chosen by the customer. Derby Warehouse will not be responsible for lost or stolen shipments to a non-current address. If we are not notified of an address change before the shipment of your order, refunds or replacements for a lost or stolen package will not be accepted.

What happens if I entered my address incorrectly online?
Please call us to correct. If the package has already shipped, UPS/FedEX charges a re-routing fee to correct of $15. This fee is passed along to you as the error was no fault of our own. Re-routing may delay delivery times.

What if something doesn't fit or I change my mind?
You are welcome to return or exchange any items purchased from Derby Warehouse. The products must be returned in the same condition they were received in. Clothing must be unworn and in the original packaging. Skates must be unworn and in the original box. Derby Warehouse will refund the product cost only. All shipping fees and taxes incurred will be your responsibility.

Are back order arrival dates guaranteed?
Back order arrival dates are provided by the manufacturer and are subject to change and therefore are not guaranteed.

How do we ship back ordered items?
Orders are shipped once all items are in stock unless otherwise requested. Back ordered items may ship free if meeting the $50 free ground requirement on their own. DW will provide free back order shipping should an item experience an unforeseen delay or significantly change from that shown online. All out of stock items show their expected arrival time to our warehouse BEFORE adding to the cart to avoid any unexpected wait times. Should you want to split a shipment already placed or suspect an item has been delayed beyond what was originally displayed, call our friendly customer service staff for options at 800-366-3070. Please be advised, unless otherwise notified all back ordered items will be sent via First Class Mail or UPS Ground.

Do you have a U.S. military discount?
Derby Warehouse is honored to be able to provide our U.S. military service men and women with a 10% discount on all orders. We will ask that a current, valid military ID be sent or a copy of your DD214 if you are no longer serving, for verification purposes. Once this information is provided you are set to receive your 10% discount on all orders from Derby Warehouse. Thank you all for your invaluable service to our country and sacrifice for our freedom. Note: Limit one discount or coupon per order. The military discount cannot be used in addition to any sale or promotional discounts or coupons.

Will I have to pay any taxes or import duties?
There are no U.S. taxes for international customers; however, you will be responsible for any additional customs handling fees, duties and/or taxes. Because each country is different, and these fees change often, we do not know these fees. Your local post/customs office can give you this information. California residents are subject to the state sales tax.

Privacy Policy

Privacy

Your privacy is taken seriously here at Derby Warehouse. If you have any questions or concerns about this privacy statement please contact us via mail at the following address: Derby Warehouse, Attn: Privacy Policy, 21 Zaca Lane, Ste 120, San Luis Obispo, CA, 93401 or email us at info@derbywarehouse.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. Derby Warehouse does not acknowledge the "Do Not Track" setting in browsers or any other mechanisms that allow the user to exercise choice regarding the collection of Personally Identifiable Information(PII). We also do not allow the collection or sale of Personally Identifiable Information(PII) to third parties or online services.

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.

If you have any questions, comments, or concerns, please feel free to contact us info@derbywarehouse.com.

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 cannot retrieve personal information from your computer.

Counter-Notification

If you believe that your Content that was removed (or to which access was disabled) is not infringing, or that you have the authorization from the copyright owner, the copyright owner's agent, or pursuant to the law, to post and use the material in your Content, you may send a counter-notice containing the following information to the Copyright Agent:

  • Your physical or electronic signature;
  • Identification of the Content that has been removed or to which access has been disabled and the location at which the Content appeared before it was removed or disabled;
  • A statement that you have a good faith belief that the Content was removed or disabled as a result of mistake or a misidentification of the Content; and
  • Your name, address, telephone number, and e-mail address, a statement that you consent to the jurisdiction of the federal court in San Francisco, California, and a statement that you will accept service of process from the person who provided notification of the alleged infringement.

If a counter-notice is received by the Copyright Agent, Derby Warehouse may send a copy of the counter-notice to the original complaining party informing that person that it may replace the removed Content or cease disabling it in 10 business days. Unless the copyright owner files an action seeking a court order against the Content provider, member or user, the removed Content may be replaced, or access to it restored, in 10 to 14 business days or more after receipt of the counter-notice, at Derby Warehouse's sole discretion.

Please note that under Section 512(f) of the Copyright Act, any person who knowingly materially misrepresents that material or activity was removed or disabled by mistake or misidentification may be subject to liability.

International

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

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