Contact and FAQ
Here are a bunch of questions a lot of people ask us, you might find the answer you're looking for right below!
For anything else, or more, you can contact us through the message form on the right. Below that form, you will find other useful information pages as well.
Frequently asked questions
1.1 Can I visit the shop and fit skates?
While we would love to have you over like in normal times, our shop is only open by appointment! Please contact us per email so you do not arrive at a closed door.
We facilitate social distance curb side pick ups, so you can come by and pick up your online order. Please respect a minimum distance of 1.5 meter and do not come by with more than 2 people. We have masks and disinfectant gels in case you forgot yours.
Opening the store to the public entails a lot of precautionary safety measures and logistics that are just not feasible at the moment.
1.2 When can I pick up my online order?
From Monday until Friday between 10h and 16h (sometimes 18h).
Once these weird times change, we'll reinstate our regular opening hours (Wednesday to Saturday).
1.3 I want a pair of Moxi Skates, but they all seem out of stock. When will you be getting them?
Honestly, no idea! Moxi had to close their facilities for a while due to COVID-19 and they have resumed production recently. Everything that was in stock got sold and now we are waiting for deliveries. We pretty much get what rolls off the production line. We have had weeks with no Bunny,Lolly, Jack, Rainbow Rider or Panther skates, and then here and there a pair trinkles into the shop.
1.4 I want a pair of Moxi Lolly skates so bad! Do you have my size and color in stock?
Sometimes, but Moxi Lolly Boots & Skates are a made-to-order item. That means they are hand made in the USA Moxi facility upon order. There are just too many color options to carry those in stock all the time. For Moxi ànd of us. The normal lead time is 4-6 weeks.
Moxi had to close their facility for a while due to COVID-19, and while they resumed production, there is a delay. The lead time today runs up to 6 months.
If you are eyeballing Moxi Lolly boots or skates, we advise you to order them ASAP to enjoy some sunny summer skating.
1.5 When will my order arrive? How can I follow my order? Has it shipped yet?
Tip 1: If you have not received a tracking link or mail that your order has shipped, it has not shipped yet. (Also check your spam/junk folder, automated emails can end up in there)
Tip 2: You can check the status of your order in your account. When it says 'Ready for shipment', it means we received your order and payment, and all you had to do is confirmed for us to prepare your order for shipment.
Tip 3: Check your spam folder, some of our automated emails have been ending up in there lately. :/
Tip 4: When you've ordered a pre-order item, or you made your order less than 2 weeks ago, or you're too stoked to wait and you want to know what's up, you might be tempted to email us. Don't. It only slows us down on actually processing your order. The time we spend on letting every single one of you know we are working on your order, or we are waiting on more news from the manufacturer, takes us away from actually fulfilling orders.
Tip 5: Our mailbox organises messages per time stamp. So when you resend a message, the system throws you to the back of the line and you only get to wait longer. Patience is key. We will not forget about you!
Tip 6: We offer different channels through which you can contact us - mail, facebook messenger, Instagram messenger, Whatsapp... . Please choose 1 and stick to it. Asking the same or more questions on another medium, only makes helping you more complicated and it slows down actually helping you.
1.6 You have been the best to me during this crazy ass period. Can I let anyone know how awesome you are?
While yes. And please do!
We are a small business, so we appreciate all the support we can get. Here are a couple of ways you can help your friends our way:
- Tell all your friends! Let them follow us on Instagram for all the latest updates.
- Leave us a review on Google! Stars, and maybe even a couple of words.
- Review the items you use on the product page on our website. Fellow and future skaters love peer feedback. Help someone else by giving an honest review on the skates, protection and other things you got at our shop.
2.1 I want to cancel my order, can I?
Sure! As long as we haven't processed or shipped it yet, you can change or cancel your order. Just email us and include the order number you want to change or cancel.
2.2 Do you have any promotions going on?
2.3 How do I choose skates, wheels, plates or protection? What is my size?
Aaaah, there are so many options! We invite you to go through our informative pages about sizing, choosing boots, skates, wheels, protection, how to heat mold your skates and so on. If you have more questions, you can always send us a message by filling out the form on the bottom of this page.
2.4 Can I track my order?
Yes, you can! When your order shipped, you receive a tracking link per email (as most orders are shipped with UPS). When logging into your account on our website, you will also find the tracking link with your order. If there's not tracking link to be found with your order, or it does not have the status 'shipped' or completed'... it has not shipped yet, so you can't track it yet.
Orders with only small items, such as laces, a mouthguard, small hardware... are shipped per regular mail and do not have a tracking number.
2.5 Oops! My shipping address is not correct, what should I do?
Get in touch with us ASAP so we can change it. Once your order is picked up for shipping, there is nothing we can do to alter the address.
If you chose to collect your order at a UPS pick up point, one will be chosen near your shipping address.
2.6 What if something does not fit or I changed my mind?
You can return and/or exchange unused items! Please read more about the specifics, requirements and limitations right here.
As a quick reminder, make sure you try your skates or protection on carpet so you can avoid any and all traces of use.
Do not forget to inform us about a return/exchange package coming our way, and include the order return form in the package.
2.7 My order delivery takes longer than I expected. What's up?
We process orders as fast as we can. But don't forget, we are a hard working skater owned shop and no Amazon/Zalando/Bol.com. This means we can only ship during business hours (weekdays until 18h) and overnight shipment is not a standard.
So expect a couple of business days before your order arrives. From time to time, ordered items are not in stock and thus your order gets a couple of days delay.
And while it is unusual, some items are even in backorder at our supplier, so it takes longer to deliver. This might be the case with special sizes or special models or US handmade roller skates.
You can also find information about backorders and shipping right here.
3.1 Is the price of wheels for 4 or 8 wheels?
All the wheels on our website are priced per set of 4. That means you need to set the quantity to 2 sets to put wheels on both your skates.
This allows you to combine different hardnesses or colors of wheels as you please.
Note there are no bearings included with wheels, that is an item you should get separately.
-- Go to the wheel page.
3.2 If I purchase bearings, how many do I get?
Our bearings are sold per 16. So when you get a set of bearings, you get 2 for each wheel of your complete skate setup.
We might have some single bearings available, that is clearly mentioned in the product title and on the product page.
Check if you need 8mm bearings (standard) or 7mm bearings. If you're unsure, send us a message (here on the right!)
-- Check out the bearings.
4.1 Can I come by with my skates to (re)mount them?
Sure thing, it is our specialty! Just know that it takes some time, so don't delay coming in until 15 minutes before closing time :) If you are coming over on a Saturday, we advise you to come as early as possible.
We can not always guarantee mounting while you are waiting, as we might have a queue or we might be busy in the shop (especially on Saturdays). Contact us before to be sure.
4.2 Who the heck are you?
We are completely skater & derby owned and operated, one of the few roller derby dedicated shops in Europe (and even in the world) run that way!
We are Maarten and Miyagi *wave* and we run Sucker Punch Skate Shop, with the help of friends who skate roller derby and skate parks.
Everyone who responds to your emails, who lets you fit skates in the shop and who you meet at events, loves putting wheels under their feet.
4.3 I would like to visit your shop, where is it?
Hi! You are always welcome to come try anything on and talk derby at our shop in Belgium.
This is the address: Sucker Punch Skate Shop, Reep 24, 9000 Gent, Belgium.
If that is a bit too far for you, we would love to meet you at an event! We travel all over Europe to meet skaters face to face for consultation, gear/derby talk, fittings, workshops and so on.
Here you'll find where we're heading next: Where are we?
While our schedule fills up fast, don't hesitate to invite us to your event or an event you're attending! Just message us the details and we'll talk.
4.4 Do I need to make an appointment?
At the moment, due to COVID regulations:
YES, please email us to make an appointment for pick ups, fitting and purchases. This makes it possible for us to uphold all safety measures and give you a nice shopping experience. Upside: it's like personal shopping :)
Non COVID times:
No, just drop by the store during our opening hours and we'll be happy to help. If you are looking for a specific item or size, you can contact us before your visit so we can make sure we have it here before you make the drive.
Another thing to keep in mind is that fitting skates takes some time. Easily plan 45 minutes to twice that time in your day and within our opening hours.
5.1 Oh my god, where do I even begin?
Entering the Roller skate/Derby Jungle can be quite overwhelming. There is a lot of different information going around and as you can see, we offer a lot of different pieces of equipment in all models, sizes and price ranges.
This page should help you get on the road to choosing your first Roller Derby kit.
If you just want to get a package with everything included, here we also offer Starter packages with everything you need to join your first roller derby practice.