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FAQ

Has my order shipped?

You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few days since entering your order and you have not received shipping confirmation, please contact customer service at store@ca.shop.elementskateboards.com or by calling 888-844-0703.


How can I track my order?

You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain information to track your order. You can also view your tracking information on the order history page, once you have logged into your account. If you have any questions, please contact customer service at store@ca.shop.elementskateboards.com or by calling 888-844-0703.


There is a problem with my shipment, what should I do?

Please contact customer service at store@ca.shop.elementskateboards.com or by calling 888-844-0703.


My order never arrived.

Please contact customer service at store@ca.shop.elementskateboards.com or by calling 888-844-0703.


How can I get a copy of my invoice?

You can download a copy of your invoice on the orders page, once you've logged into your account.


I ordered the wrong stuff! What do I do?

Once you place an order at Element, you cannot make changes through the online store. Please call us as soon as possible at 888-844-0703.


When will my order ship?

Most orders ship within two business days (not including weekends or holidays) from the receipt of your order. Additionally, we are closed the week between Christmas and New Years Day. You will receive a shipping confirmation email once the order has shipped from the warehouse.


Timing of billing

Your credit card will only be charged once your order has shipped. Most orders ship within two business days of receiving your order. You will receive a shipping confirmation email once the order has shipped from the warehouse.


Accepted forms of payment

We accept the following credit cards: Visa, Mastercard and American Express. *Please note: The credit card must have a Canadian billing address.


If I order the wrong size can I return the item?

Yes, you may return your unused product for a full refund with in 30 days of the purchase date. You can expect a refund to your credit card 7 to 14 business days of Element receiving your return. We do not offer direct exchanges. If you wish to exchange the product you will need to return the undesired product for a full refund and purchase the correct item.


Can I return an item that I have used?

Sorry, only products in new, unused condition will be accepted for returns. View return policy


Warranty

All products are covered under our standard one year warranty policy.


What is a CSC code?

A card security code is an added safeguard for your credit card purchases. Depending on the type of credit card you use, it is a 3- or 4-digit number printed on the back or front of your credit card. For online credit card purchases from us, the security code is required information. For Visa, your identification number is the 3-digit number found on the back of your credit card near the signature panel.


Is your site secure?

Our secure servers protect your information by using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web pages that ask for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.
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