Return Policy
Revised 11/3/06 - all orders received on and after this date will be handled according to these policies.
Where do I return my boots?
Please contact Customer Service for instructions on where to return your order. Jessica and Stephanie will be more than happy to give you easy and precise instructions to ensure the process is handled in a professional and personal way.
What is the first step in returning or exchanging my boots?
Please contact Customer Service. Please do not take any action until you email or call us. We reserve the right to reject returns without any prior authorization or contact.
How long after the date of purchase will you accept my return or exchange?
Returns and exchanges are good up to 30 days after purchase. We only accept boots that have been worn on carpet for no more than 30 minutes. Any boots that are returned after that period, have been polished, or have been worn outside will either be rejected or charged a 15% re-stocking fee.
Again, we cannot accept returns after the 30 day period. If you are unsure if you will make this time frame, contact Customer Service.
The time frame for APO/FPO orders is 60 days due to the transit times for shipment.
Can I wear my boots outside and then return or exchange them?
No. When you try on your boots upon arrival, do so on carpet. Again, if they are polished or worn outside and you wish to return them, we will not accept the boots. No exceptions - we've been in business for over 50 years, and we have a pretty good eye.
Will I get a full refund if I return my boots?
If you return your boots for a refund we will refund you 100% of the cost of the boots, excluding original shipping charges even if included in the base price. We cannot recoup shipping costs to send the boots and with higher gas prices, we are forced to charge $15 for shipping and restocking for each pair of boots returned for a refund.
If you order 4 pairs of boots and return 3, expect a complete refund minus $45 to cover our costs (assuming Free Ground shipping was used).
We cannot refund expedited shipping charges. If you order a pair of boots and select overnight shipping but then wish to return them, you will receive a refund for the cost of the boots minus the $39.99 charge.
Note: This does not apply to returns for the first free size exchange, just refunds.
Do I need to include a note with my return or exchange?
Yes - this goes for both Returns and Exchanges. We have a large number of boxes delivered every day and we need some direction so we can make sure you're satisfied. Even if directions were included in an email or phone call, please include them in the note to doubly insure your order is processed quickly and smoothly. We are human after all! :)
How does the exchange process work?
There are two ways to exchange your boots:
1. Upon contacting Customer Service for instructions on returning your boots, we will send out a new pair upon receipt of the original pair, making for an even exchange. -OR-
2. We can charge you for another pair and send the exchange out right away. Once you receive shipping instructions for the original pair, we will refund your original amount. Thus, once all the boots are where they are supposed to be, it amounts to an even exchange.
Either way, for the first exchange we'll cover the Ground shipping costs to you (as we do for your order as well). To keep our prices as low as they are, we cannot cover costs to reimburse you for shipping the original pair back to us. Thus, out of 3 shipments (shipment of original pair, return of original order, shipment of new pair), we cover 2 out of 3.
Note: Standard charges still apply should expedited shipping be desired for new pair.
Where do I send my exchange?
Again, contact Customer Service for this information.
What about the second or third exchange?
Because we strive to provide the best service, this happens quite rarely. Thus, we will handle this on a case-by-case basis. We reserve the right to charge a re-stocking fee for additional pairs exchanged beyond the first free one. If a charge is assessed, it will be $15 to cover shipping and overhead costs.
What if I believe my boot has a manufacturer’s defect?
If a boot has a manufacturer's defect please contact Customer Service for return authorization. We deal with these situations on a case-to-case status.
What if I got the wrong pair/style/something really messed up?
Occasionally mistakes happen – sometimes they’re even out of our hands. For all mistakes, regardless of where they originated, we will work with you to solve them as quickly and fairly as possible. Unfortunately behind this computerized website rests humans, and we’re definitely not infallible. However, we strive to keep all of our customers happy, for that's what has defined us for over 50 years and will guide us for the next half a century.
If you have a concern or question regarding your order, please contact Customer Service so we can make it right.
What if I have a question that isn’t answered on this page?
You may contact Customer Service and we’ll assist you as best as we can.