Questions &
Answers

We’ve compiled a list of our most commonly asked questions to give you an answer faster. If there’s anything you can’t find here, you can contact us and we’ll get you sorted!

Getting Started

Your little one will be ready to skate in no time! Follow the 5 easy steps to get rolling here.

Keep your little ones safe by reading through our safety guidelines here.

The Ookkie® progresses with your child and can be used in 4 different phases. View these 4 phases here.

Your new skateboard is designed with quality components and secret plastic formula to ensure a premium ride, built for strength, flexibility, performance and maximum radness. However, please be aware that over time general wear and tear or prolonged exposure to UV or moisture may impair the performance of your skateboard. We recommend your skateboard be continuously maintained and components replaced throughout the life of your board to ensure a safe and smooth ride.

View our maintenance guide here.

Orders

We accept ShopPay, AfterPay, Zip, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.

Once your order has been placed, it immediately starts going through our fulfilment process. Therefore, unfortunately, once your order has been placed, we’re unable to change any items you’ve ordered. We’re also not able to change the address once the order has been placed.

Once your order has been placed, it immediately starts going through our fulfilment process. Due to the fast turnaround time in our Warehouse, we cannot cancel or recall an order once it has been placed. The package will have to be delivered and then we can proceed with the returns process.

If you’re looking to return your order, we're here to help! We offer returns within 30 days of receiving your order. All items must be in brand new condition (unused, unridden) to be eligible for a refund and shipping costs are your responsibility for any delivery and re-delivery of goods.

Check out all of the details on our Returns Policy, such as which returns we can authorize and which ones we cannot.

Once you have checked those important T&Cs, if you still want to initiate a return, please complete our contact form here so our Customer Care Team can assess your returns request.

We're sorry to hear you received a damaged or faulty item. If you have just opened your brand new order and notice that your item is damaged, please send us the following information here:

- Your Order Number
- Item Name
- Photos that show the fault as clearly as possible

Don't worry about sending your damaged item back to us, just keep hold of it until you've been in touch and we advise you what to do next.

Upon assessment by us, if we deem your goods to be faulty, normal warranty conditions will apply. It is your responsibility to follow warranty/instruction information. We may ask you to return your item and we will despatch your replacement item (subject to availability) or will happily refund the original product price and associated delivery costs. This will return to the original method of payment.

Please note, you are responsible for all costs incurred in relation to any return. Please allow up to 14 days for refunds to be processed upon our receipt of the goods.

We are so sorry you received the incorrect item! Please contact our customer care team by filling out the contact form here, so we can begin to get this resolved for you. Please include the following detail:

- Order Number
- Full Name
- Name of item missing and item received
- Images of item received

We do offer promotions on our site throughout the year which you can keep up to date with by signing up to the mailing list at the bottom of our website, or by following @ookkieskateboards on Instagram. By doing this, you’ll be the first to know about any sales and giveaways!

At the moment, we don't have Gift Cards available for purchase.

Orders come prepackaged in branded shipper boxes so we don't offer a gift wrap service. There are no pictures of the Ookkie on the box but if you are purchasing your board as a gift, keep an eye on the tracking to see if you can sneakily intercept the delivery and hide their new ride until it comes time for the big gift reveal!

Shipping

As soon as your order has been shipped, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking may take around 24-48 hours to update after dispatch

Processing begins immediately as we are committed to ship orders by the next business day, so once an order has been processed we cannot change the address.

If the tracking number says it has been delivered, double check with all family members and/or neighbours that could possibly have picked it up. If the order is still not found please contact the courier who can help to track down the order. If they can't find the order please contact us immediately so we can begin working with them to resolve the issue.

We offer Free Shipping on all US orders over $50. We also offer Express shipping if an item is needed urgently. Please refer to our Shipping & Delivery Page for complete details for US and International shipping.

We are committed to ship orders by the next business day. You will receive an email with the tracking number as soon as it is shipped and you can track your delivery progress there. Please refer to our Shipping & Delivery Page for our time frame of processing and shipping items.

For the smoothest delivery, we recommend shipping to a Residential or Business address. However, we do ship to PO boxes. However, It is required to be shipped with Fed Ex Smartpost and can take 2-8 business days within the contiguous 48 states and 10-14 business days to PO Boxes in Hawaii or Alaska.

We ship all online orders with FedEx. Please note, your shipment does not require a signature on delivery.

Some international orders may have additional customs and import fees upon delivery. These are to be paid by you to the Courier. 

If you choose to refuse the customs fee, your parcel may be abandoned and we will not be held responsible for any loss of funds as a result of this occurrence. If you're unsure on whether you'll be subject to customs and import fees, we recommend contacting your local customs office for more information before placing your order.

Warranty

Ookkie is covered under a Limited Manufacturer's Warranty. If something does happen to your board caused by a manufacturing defect, please contact our customer service team with your proof of purchase and photos depicting the damage and we'll start a warranty claim.

The original purchaser, who bought the product from Ookkie. Proof of purchase is required.

Workmanship and/or materials that are deemed faulty or defected, providing the product has been used at all times in normal conditions, properly maintained and in accordance with the instructions.

To lodge a Warranty Claim, please fill out the following contact form here.