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FAQs about Pigeon's Roller Skate Shop Orders and Deliveries and the COVID-19 virus

Last updated on March 16, 2021.

Q: Can I place an order? 

Pigeon's Roller Skate Shop online shop is open and accepting + shipping orders. However, order fulfillment and production windows are taking longer than usual. We are doing our very best to amend product descriptions on affected items so we suggest reading the full product description before placing your order. 

Q: Are you offering any in-store or curbside pick up options for local customers?

We are not offering any will-call order options at this time. All orders through Pigeon's Roller Skate Online Shop must be received by mail.

Q: Is your physical location on 4th street open? 

Yes we are currently open limited days/hours! You can come by the Long Beach storefront Tuesday, Thursday, and Saturday 10am-5pm.

Q: Can I still order custom roller skates?

Yes. You are still able to order custom shoe skates at this time. Production time will vary depending on the components of your skates. Typically, it is a 3-6 week period.  

Q: When will my package get here? Can you tell me the status of my order? 

Please note that due to COVID-19, we have been forced to work with reduced staff to keep our team safe! This means that we have been experiencing some delays in getting out orders. Please allow 6-10 business days (not including Saturday and Sunday) for your in-stock items to be processed at this time.
Your order ETA is based on a combination of your product's production time and delivery window. Accessories that are in stock at Pigeon's Roller Skate Shop are typically packed and shipped within 6-10 business days (not including Saturday and Sunday). You'll know your order has shipped once you receive a shipping confirmation email with your tracking information.
 
After your order has been shipped, delivery time will depend on the courier/delivery option used for your package. Please consider and anticipate delays from couriers due to COVID-19.
For a thorough overview on production and shipping times, please visit "When Will My Order Arrive"

 

Q: How can I track my order?

You can track your order and deliveries by logging in to your Pigeon’s Roller Skate Shop account. As your items are packed and shipped we are uploading tracking information to your order. If you do not see any tracking information, it is likely that your order is still being processed. You will receive a separate email from Pigeon’s Roller Skate Shop once your order ships. We recommend double-checking your spam folder for order and tracking updates from us. If an order includes multiple items, your order may arrive in several packages. 

Q: Can I update my address? Can I change/cancel my order?

At this time we are unable to guarantee changes to ANY information on an order after you have submitted your order to Pigeon’s Roller Skate Shop (e.g. style changes, size updates, shipping address, payment information). Please double check all of your information before submitting your order.

Q: Can I combine shipping on two or more of my orders?

No. Multiple orders can not be combined. Please be sure to order all items that you wish to purchase in a single order.

Q: Can I place an order over the phone?

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at customerservice@pigeonskates.com and we’ll do our best to help. 

Q: Why was my order canceled/refunded?! I thought these skates were in stock!

We are stoked that so many people are getting rolling, however, the skate makers are having a hard time keeping up with the demand. The delay in processing due to this roller skating surge may lead to overselling on some items. We do our best to maintain accurate inventory counts, but occasionally there may be a discrepancy and we will not be able to fulfill certain items purchased. In this case, we would initiate a full refund on said items, or we will reach out to see if there is another item you'd like to replace it with. We are super bummed about this situation and are working hard to get more skates and improve systems to ensure this doesn’t continue to happen.

 Q: Why is my order taking so long to ship?

Like many retailers, we’ve had to adapt our operations to comply with our state and county’s COVID-19 guidelines. In some instances, this has resulted in order fulfillment taking longer than usual.   

Q: Can I still make returns?

Yes. We are still processing returns though the returns/exchanges department is minimally staffed at this time. Packages received for returns and exchanges are being processed 2-3 times a week to ensure that our staff is able to handle the high volume of incoming orders and inquiries. To learn more about our return/exchange policy, stop on by the return/exchange policy page.

Q: Is it safe to receive orders from Pigeon's Roller Skate Shop?

Yes, Pigeon's Roller Skate Shop is closely observing guidelines from the CDC and Los Angeles County.

Q: What is Pigeon's Roller Skate Shop doing to keep customers and employees safe?

In addition to following the guidelines provided by the CDC and Los Angeles County, a portion of the Pigeon's Roller Skate Shop staff are working remotely to guarantee the health and safety of both our customers and employees.

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