FAQ

CAN I CALL IN TO PLACE AN ORDER?

Yes you can! You may phone our customer service line to place an order: 1-888-355-6444.

WHAT'S YOUR RETURN POLICY?

If you are not satisfied with your purchase, we now offer Flat Rate Return shipping in Canada and the contiguous U.S. (including Alaska) on unworn product(s) in its original packaging within 30 days of purchase. The flat rate return Fee is $15 CAD plus all applicable taxes for Canada and $20 CAD plus all applicable taxes for the U.S. Please contact JB Goodhue customer service at 1-888-355-6444 to request a Return Authorization Number(RA#) and a Canada Post shipping label. Please notify customer service if you would like to use the Canada Post flat rate, you can choose to return the product via your choice of carrier at your own expense. Your return must be accompanied by a Return Authorization Number and your original packing slip. Please include the packing slip with your return product and place the completed WWW RA# label on the outside of your return package. For our Canadian customers that agree to a Canada Post label, Canada Post will be providing you with a ground return label by email. Once you receive your emailed Return Label, simply print it out, place it on your box (over the old shipping label), and take the package to your nearest Canada Post outlet. For our U.S. customers we will provide you with a UPS ground return label by email. Once you receive your emailed Return Label, simply print it out, place it on your box (over the old shipping label), and take the package to your nearest UPS store. Please note you also have the option to return your unworn product(s) via the carrier of your choice, at your own expense. Once we receive your package, we will process your return and we will deduct the flat rate return shipping amount from your refund.

DO YOU SHIP TO THE UNITED STATES? CONTINENTAL OR CONTIGUOUS?

Yes we do, however, only to the contiguous U.S. By definition, contiguous U.S. EXCLUDES the following states / territories: Hawaii Alaska** Puerto Rico Guam Virgin Islands

DO YOU SHIP INTERNATIONALLY?

Unfortunately, we do not ship internationally with exception to the contiguous U.S. including Alaska.

I HAVE A STORE AND WOULD LIKE TO CARRY YOUR PRODUCTS.

Please Contact Us and we will get back to you with more information. 1-888-355-6444

CAN I APPLY MORE THAN 1 PROMOTION TO MY ORDER?

No, only 1 promotion code may be applied per order. If you want to use multiple codes, please place individual orders.

WHY IS MY CREDIT CARD GETTING DECILNED?

Having your credit card declined is always a possibility. When you attempt to place your payment details are verified by your credit card issuer who either approve or disapprove the provided information. If your credit card is declined, the easiest thing to do is complete your transaction with another credit or debit card. The most common reason for a declined payment are: a typo in your card number, 3-4 digit card security code, or a typo or outdated billing address postal code What to do when your credit card is declined: Stay Calm. Most commonly it's a trivial typo that lead to a card decline. Please carefully review or retype your credit card details and billing zip code and try again. If your payment details are still disapproved, it is most likely to protect you from frivolous charges. At this point we must recommend to call the support phone number shown on the back of your credit card.

HOW CAN I CHANGE OR CANCEL MY ORDER?

Please contact Customer Service at 1-888-355-6444 as soon as possible after placing the order. Please note that orders already loaded for shipping are unable to be changed. You will be notified if we are unable to process the change request. If that is the case, simply return your order free of charge.

DO YOU CHARGE SALES TAX?

Yes, charge appropriate sales tax on all orders. The corresponding fees will be calculated and shown to you during the checkout process.

WHY DID MY ORDER SHIP AFTER I REQUESTED IT TO BE CANCELLED?

For your convenience we ship orders as quickly as possible, so we only have a small window to cancel orders before they have left our facility. We sincerely apologize if we were unable to cancel your order or a cancelled order was shipped to you.

WHY DO I HAVE TO CALL TO VERIFY MY ORDER?

We're serious about your security, which is why we take extra steps to verify that an order placed in your name is not fraudulent. In addition to standard security measures, we may require phone confirmation on orders where the billing and shipping addresses are different, order is for 5 pair or more, duplicate quantities, and so forth. If you place an order where this is the case, one of our Customer Service Representatives will likely call you to verify both the shipping and billing information. We only verify these orders through direct phone contact with the cardholder. If we are not able to connect with the cardholder within three business days, the order may be cancelled. We reserve the right to cancel any order for any reason.

WHERE DO I FIND MY ORDER NUMBER TO PROCESS A RETURN?

Your Order Number is stated on your order and shipping confirmation emails. Please do not use an Order Number found on the shipment's packing slip.

I RETURNED MY PURCAHSE. HOW LONG WILL IT TAKE FOR REFUND TO SHOW ON MY ACCOUNT?

Once we receive your return and it is has been inspected, please allow 5 to 10 business days for your refund to be processed. You will receive a return & refund email confirmation once your return has been processed. After receiving the refund confirmation please allow an additional 2 to 5 business days for the refund to post to your account.

WHERE ARE YOUR BOOTS MADE?

Our boots are made in China

HOW DO THE BOOTS FIT?

Our boots are very true to size.