FAQ

 

Q:  How long will take my board to be shipped out?

A:  We will ship your board within 3-5 business days of your order placement. Usually we ship out earlier. 

Q:  How long will it take the board to arrive?

A:  It will depend widely on your country. During the Covid-19 Pandemic, it's normally taking about 15-20 days to ship with the fast shipping option. It can take up to 30-35 days with standard free shipping during the Covid-19 Pandemic. This time frame begins from the day you receive your tracking number. We thank you in advance for your patience during these difficult times. 

Normal Tracking Times: 

  • United states: 10-14 days.
  • Europe: 12-20 days.
  • Canada: 15-20 days.
  • Australia: 10-13 days.
  • Western Australia: 13-17 days.
  • Japan: 5-7 days.
  • Singapore: 5-7 days.

**Please note that your shipping / tracking number will not be issued immediately. The product can be obtained after leaving the factory. Usually there is no need to send us an email, as soon as the tracking number is published, you will receive the tracking number via email. Thank you very much for your understanding.**

Q: My tracking number hasn't updated in several days or even a few weeks, and Fedex says that they don't have the board. What's going on? 
A: If you received a tracking number, but it hasn't updated, that means that your Raldey Board is still in transit from China to local customs. Once it passes local customs, it's handed off to Fedex, and the tracking number will begin to update with pertinent information. 

Q:  The initial delivery date the shipping company gave me has come, and my skateboard hasn't arrived yet. What happened to my Raldey Board? 

A: The initial delivery date given by the shipping company is automatically system generated. Therefore, it's not accurate. The real delivery date will generate once the board arrives in your country. 


Note: Please allow 3-5 business days to ship out from the factory. Then based on current situation by logistics company, you can track your order on the tracking company's website. 

 

Q: Do I need to pay for tax?

A: 1. If you buy a complete board, no tax will be charged for orders shipped to the US and the EU.(tax will be charged for customers in NZ/Norway/Switzerland/South Korea)

    2. If you buy spare parts and ship them to EU/NZ/AU, you will need to pay tax.

Q:Do you offer financing? 

A:We don't offer financing at this time.

Q: Can the carbon fiber decks used on some Raldey boards be impacted?

A: No, the material of Raldey board makes it inviolable assuming reasonable and unintentional impact, as well as typical use.

Q: Are the Raldey boards waterproof?

A: No, Raldey boards are not waterproof. However, they are water resistant to small puddles. Do not submerge the board or motors in water, or ride in heavy rain.

Q:What should I do if the parts are damaged during the warranty period?

A:1.Explanation of 180 days warranty and guarantee repairs:
(1)Guarantee repair refers to the loss of customer's products due to quality problems during the 180 days warranty period, we provide free replacement parts service. If the customer does not install and replace, the customer needs to mail the product to our after-sales service point for repair and replacement service.

(2)Warranty refers to that during the 180 days warranty period, the customer's parts are damaged due to abnormal use,such as break, crash, water immersion, etc. We will provide the customer with a replacement price at a cost price. The customer will bear the shipping cost of the parts.

2.During the warranty period, all parts and replacement parts are sold at cost price. If the parts are damaged due to quality problems, we will replace and repair them for free.

3.During the warranty period, parts damaged due to abnormal use must be purchased at the customer's cost price and bear the increased freight.

4.After-sales maintenance, please contact:service@raldey.com

Q:Statement on transportation:

A:Recently, due to this factors such as COVID-19 and protests, etc.transportation has been greatly affected, and the delivery time is slower than before.

so we made a tough decision: in order to our customers can receive their products more faster,from now on Raldey Orders will be the default setting :shipped by air.

If you are willing to accept sea and land transportation for more than 30 days, please contact Michael@raldey.com, we can reduce the air freight difference of 150 USD for you. However, once the slow order is shipped, we will not accept a refund.