What is your return policy?
- Our return policy allows for returns within a 14-day window. Please ensure that the product has not been used outdoors or washed and retains its original tags and packaging in pristine condition.
- While you can try on boots indoors, they should not be worn outside and must include all original tags and come in their original box.
- When returning items, remember not to attach the return label directly to the boot box, as such returns will be declined.
- We cannot accept returns of undergarments under any circumstances for hygiene reasons.
- Discount Den Items are no returnable.
- More on the Return Policy
What if I am outside your 14 day return policy and my product is defective?
- We suggest contacting the manufacturer. They often offer a longer warranty for the product and can usually help with a repair or replacement.
Do I get charged for a label when it was an mis-ship/defective?
- Should the incorrect item be sent due to our oversight, or if the product is discovered to be faulty within the initial 14 days following purchase, we will cover the cost of the return shipping label.
Will you send me a replacement when my defective product gets to you?
- Should you request a replacement, we can process an order for a new product at no cost once we receive the defective item. If the item is unavailable, a refund will be provided instead.
What is your Exchange policy?
- We do not have an exchange policy. When you create a return, you will receive an email with return instructions and a return shipping label. When the item returns to us we will refund you automatically. You can create a new order for the correct size or item at any time.
How do you handle “Return to Sender”?
- Should the item be sent back to us due to an address issue, we will require a revised address to proceed. Our returns department will make one more attempt to dispatch the order. Should it be returned to us again, we will refund the cost of the merchandise, excluding shipping charges.
What does it mean if my package doesn’t have a tracking?
- The “Pre-Shipment” status indicates that the shipping label has yet to be scanned by the delivery service. This initial scan is usually completed within the first 24 business hours, so we ask for your patience during this period. Tracking updates and current location information will become available following this scan. Should the package still be listed as “Pre-Shipment” after 10 days, we encourage you to contact us so we can initiate a claim for you.
Do you price match?
- Yes, if we can confirm that the competing website or store has the EXACT (year, model, size, color) product in stock in will match the products price.
Where is my order?
- If you don’t see the shipping email in your inbox, it is possible that you entered the email address incorrectly or for less common email providers it can sometimes land in your SPAM/JUNK folder.
- If you have not received a tracking number within 5 days please reach out to us (262) 965-2825 or email at [email protected]
How long is transit time for Free UPS Shipping?
- By choosing Free UPS shipping, you a selecting either UPS Ground or UPS Ground Saver. Both are usually around 3-7 days.
Did I get double charged?
This refers to what’s known as a pre-authorization hold. It appears as a PENDING charge on the customer’s statement without actually withdrawing any funds. Its purpose is to verify that there are enough funds available in the customer’s account. This charge will stay in a “Pending” state with your bank and should generally disappear from the statement within a few days.
Should you notice a duplicate charge and both have been processed or “Settled,” please contact us so we can investigate the matter further.
How do I get a return label?
- A return (RMA) will need to be initiated, head over to our Returns a page. RMA cannot be given over the phone.
How do I cancel my order?
- To cancel an order, please reach out to us via email or phone. Our customer service team can be reached by phone Tuesday through Friday 10 A.M. to 6 P.M. Central Standard Time. Or by email at [email protected]
When will the refund post to my account?
- Typically once a refund has been issued it can take up to 48-72 hrs before you see the funds in your account.
Why isn’t my discount code working?
Many of our discount codes come with certain limitations, often excluding items that are already on sale, optical products, or specific brands that have requested to be exempt from promotions, such as Sitka, Stone Glacier, and Crispi, among others. Additionally, there may be other conditions such as a minimum purchase requirement or the coupon might have expired. If you’re experiencing issues with a code, please contact us, and we’d be happy to assist you.
Be wary of numerous online coupon sites that host invalid or expired codes. If the discount code was not issued directly by us and it’s not working, unfortunately, we’re unable to honor it.
