FREQUENTLY ASKED QUESTIONS
We’re here to help, so let us know if you need anything else to help make your decisions.
In Store Purchases
Items purchased in our stores (with the exception of Hats) can be returned for refunds, store credit or exchange within 30 days of purchase provided they show NO SIGNS OF WEAR. We do not offer exchanges or returns for products that have been worn. If they are being bought for a gift, and cannot be tried on in-store, make sure they are tried on over carpet, so the soles are not scuffed. Any product with signs of wear is not eligible for return or exchange. If you purchased a Hat as a gift, and it is the wrong size, a hat can be exchanged for another hat or for store credit. We do not offer refunds on hats.
If your product has a manufacturer’s defect that was not noticeable at the time of purchase, we will replace the product if at all possible, otherwise, we will give you store credit for the amount of your purchase price.
Online Purchase Policy
We want you to Buy with Confidence!
If you received your mybootstore.com purchase and aren’t 100% satisfied, you are welcome to return it to our headquarters within 30 days of the ship date for a Refund, Exchange, or Store Credit subject to the following conditions:.
- Items must be in NEW condition (never worn) and undamaged. We recommend that you try them on in a carpeted area so that you do not scuff the sole. If the sole shows signs of scuffing, we will not accept them. Defective items should be returned within 1 week of the ship date – please inspect your item for any defects upon arrival.
- The item is not on-sale. Sale Boots may be exchanged for another product or for store credit, but they are NOT eligible for refunds. Use of a promotional code is not considered a Sale Item.
- The item is not a custom order or a special purchase.
CUSTOM ORDERS or SPECIAL ORDERS – Custom/special orders sales are final (unless there is a product defect), so make sure you know your size when ordering a custom or special order.
What constitutes a custom or special order? If you ask us to reserve a style that is a custom boot or not a style that we currently carry, that is considered a Custom Order or Special Order. All Special Order and Custom order sales are final, unless otherwise noted at the time of purchase in writing. Requests for sizes that are not currently available on discontinued styles that we do carry but have still have limited sizing in-stock are also considered a special order.
SALE BOOTS – You may return a Discounted Boot for a Store Credit, but you may not return it for a Refund. The same policy of returning it to our store within 15 days from the original ship date applies.
How to Order
Can I edit my order? If you haven’t placed the order, you can change the items in the cart at any time. To remove an item, click the X next to the item. To change the quantity you want to order, enter a new quantity for the item, then click “Update Shopping Cart” to make the change.
If your order has already been submitted and you would like to add to it, please place an additional order, we cannot increase quantities of an item or add additional items to an order already submitted.
Credit Cards and Method of Payments Accepted
What credit cards/forms of payment do you accept? We accept the following forms of payment:
When will my credit card be charged? Your credit card will be charged when your order is shipped. Confirmation will be sent via e-mail.
How do I track my order? You will receive an email from our website department once your order is received in house. You will receive another e-mail from UPS World Ship around 5pm on the day your order ships with tracking information.
Once your order ships, it may take up to 24 hours before tracking information appears on the UPS website. If your order appears late, remember:
- Credit card approval must be received prior to processing. Only credit cards issued by US banks are accepted for payment.
- All orders placed after 11:00 am CST are processed the following day. All orders placed after 11:00 am CST Friday are processed the next business day, usually Monday. Orders placed on holidays are processed the next business day following the holiday.
You should have your order in 4-6 business days. We do offer expedited shipping options, for an additional cost. As we are shipping via FedEx, we are unable to ship to a PO Box. You must have a valid, physical street address.
Shipping Beyond the Continental United States
Shipping to Alaska and Hawaii: Shipments to Alaska and Hawaii need to be made over the phone so we can quote your shipping costs based on your actual address. Though it is a bit less convenient than placing the order online, it’s the fairest way to calculate your shipping cost. To place the order, please call customer service at 859-885-6629.
Orders placed before 11:00 am CT will ship on the same day.
Orders placed after 11:00 am CT, will ship the next business day.
Orders placed after 11:00 am CT on a Friday, weekend or holiday will ship the next business day.
You will be notified of your tracking information via email after 4PM on the day it ships.
Expedited Shipping Information
You may upgrade to 2nd Day Air or Overnight Shipping for an additional fee. Expedited shipping methods are only delivered on business days, Monday through Friday, with the exception of Christmas Day and New Year’s Day. (i.e.: If an order is placed on a Friday morning and ships the same day via Overnight, it will be delivered on Monday.)
Unfortunately, we are unable to provide return labels for our APO customers at this time.
Damages and Shortages
If your product arrives damaged, or incomplete, you should contact the delivering carrier (we typically use UPS) immediately. Save all packing material for inspection. Damages and shortages must be reported within 72 hours.
Are all items on website in stock?
MyBootStore.com strives to offer the best selection of western wear in the world. Occasionally, high demand causes a shortage of certain items. If we do not have an item that you ordered in stock, please check our site again in a week or so, or email us if you are interested in one of exclusive items. You may email us at [email protected]
Will you sell my personal information?
No! We value your privacy! We will not sell or otherwise provide any of this information to mailing list companies or other similar database organizations.
What does an ‘EXCLUSIVE STYLE’ mean?
The staff at The Boot Store designs many of the boots we sell. If it says Exclusive on it, either the design itself or modifications to an existing design, such as special toe or heel or the height of the shaft were made in-house by The Boot Store staff, and that style is only available at The Boot Store and MyBootStore.com.
What does “CLEARANCE” mean?
A clearance boot is a style that either we have chosen to discontinue or the manufacturer has discontinued. All clearance styles are subject to our online return policy. We cannot order any additional sizes other than those shown online. All stock is subject to availability. Please be aware that our stock online is the same as the stock in our retail stores. Sometimes the boots featured on clearance have been out on the shelves for display and may have slight scuffs or scratches on the sole.
My boots arrived looking aged. Do you sell used boots?
No, we do not sell used boots and we will not ship you used boots. Rest assured we will not sell you a boot that has been worn outside of our store. Please note, when trying on your boots, please walk around on carpet (not brick or tile floors) to prevent scuffing of the sole.