MY MARE IS CUTER THAN YOUR GIRLFRIEND - GRAY TEE*

Q: I’ve a question about my order, who do i contact?

A: For any questions, you can get in touch by email at ranchdressn@gmail.com

Q: My order was returned to you due to an address verification issue. What do I do?

A: If your order is INTERNATIONAL, your order will be canceled and refunded when it is received back to us. If you wish to received your items will need to place the order again. If your order was DOMESTIC we will email you and if we do not receive a reply with a new address within 24 hours your order will be refunded.

Q: I’m a blogger and would love to collaborate with Ranch Dress’n!

A: We’re always on the hunt for new bloggers to work with. please pop your full name and a link to your blog to ranchdressn@gmail.com. Please keep in mind the high volume of queries we receive from bloggers means that we will only be in contact if there is an opportunity to collaborate with you.

Q: I wish to return my item. How do I go about doing that?

A: Please visit the return information page located on the bottom of our website.

Q: Have you received my return?

A: Please allow up to 5 business days for your parcel to be returned to Ranch Dress’n. We will send you a confirmation email  when your return has been received and processed.  If you haven’t heard any communication from us after the 10 business day timescale, please refer to the tracking information issued on your return label you created.  If you've returned more than one order in the same parcel, please allow an additional 24 hours for all your returns to be completed.

Q: I have not received my item. What do I do?

A: If your tracking number states that you have received your item with a successful delivery confirmation, Ranch Dress'n will not ship an additional replacement package. You may contact USPS with your tracking number should there be any discrepancies. 

Q: Can I exchange an item?

A: We do not do exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want to exchange, there is no guarantee we will have what you want at that time.

However, simply return your package by following the normal return procedure. 

* Please note: Original shipping fees are non-refundable. Return shipping costs are FREE. A restocking fee of 10% will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address. Customers will receive a GIFT CARD for their return minus a 10% restocking fee.  

Q: Can I amend my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you will be unable to make amendments to your order. In such case you can however, return the item to us in accordance with our returns process.

Q: Why has my order been canceled?

A: Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

Q: I have seen an item but it no longer seems to be in stock?

A: We understand how frustrating it is that the item you are obsessing over is currently out of stock. We continue to advertise these items as we want you to know what we normally sell. We are always looking out for the hottest items and often restock/stock similar styles, which we are sure you will fall in love with.

Q: How much does shipping cost? 

A: Shipping costs are calculated at checkout.

Q: Will I be charged customs and import duties in Canada or Australia? 

A: The price of the items do not include customs and import duties which will vary from country to country. You may be required to pay these when you accept shipping of the items from your courier. If you refuse to accept shipping of the items you have purchased, the courier may return the items to Ranch Dress’n. in the event this happens, Ranch Dress’n may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. we will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

Q: Can I use more than one discount code on my order?

A: Discount codes can't be used in conjunction with any other offer or promotion. Only one discount code is permitted per order.

Q: Why won't my discount code work?

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.

Expiration Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

Q: What happens if I forget to use a discount code?

A: Oops we are sorry to hear this! Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code. If you need more help please visit this page. 

Q: I have an item that shrank! What do I do?

A: Oh no!! So sorry to hear this! Unfortunately, that is how clothes go sometimes. They do shrink. We cannot issue a refund or a replacement. 

Q: My Saddle Sack broke! What do I do?

A: Oh no!! So sorry to hear this! If the order was placed over 30 days before the Saddle Sack broke, we cannot replace it. 

Q: What is your complaint procedure?

A: Most of our customers have a great experience when shopping with Ranch Dress’n. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.

We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.

To make a complaint, please email to our complaints team.

E-mail: Ranchdressn@gmail.com

Please include as much detail as you can, and include where possible:

• Your contact details
• Your order number
• The time and date of the incident
• Names of parties involved
• Details of the event

 Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.

General Order Information

• Please note: Orders CANNOT be changed, modified, or canceled after checkout!

• We will only accept one coupon code per order.

• If you use a discount code of 31% or more, the items that the code covers are FINAL SALE and cannot be returned back to us. 

• If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at ranchdressn@gmail.com for assistance!

• Need help with a discount code? Click here.

Shipping

Shipping and order processing will take at minimum 4- 5 business days to be processed and packaged before they are shipped out of our warehouse. Once your order has shipped, it will ship via the shipping method selected and paid for at checkout. Please note that some orders may contain custom items that are being produced in house and could possibly take more time to complete and ship.  

Ranch Dress’n is NOT responsible for:

• Delays with UPS shipping

• International Duties or Customs charges

• Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship the packages.

• Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.

All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

Carrier Contact Numbers:

• USPS: 1-800-275-8777

• International USPS: 1-800-222-1811

We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times. 

WRONG ADDRESS DISCLAIMER: 

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at ranchdressn@gmail.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If our shipping staff contacts you regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded.

IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF USA: 

We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of United States) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of what these fees might be & we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

RETURN POLICY

• We do NOT need to be notified of a return prior to shipping the return.

• ALL HELMETS ARE FINAL SALE. 
• ALL CUSTOM FEAR SHIRT SALES ARE FINAL. NO RETURNS OR EXCHANGES. 

• All returned items must still have the ORIGINAL TAGS on them. Shoe boxes must be encased in another box for shipping to protect the items. If you send shoes back with stickers and return labels directly on the box, or if the shoe box is damaged, then we will not accept a return.  

• Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.

• Merchandise may be returned for ONLINE STORE CREDIT only within 30 days of delivery. Credit will be applied for the amount paid for the product. Credit will only be applied for the item, not for any shipping and handling charges.

• When making a return, please include the original invoice and any notes (written or via email) as to why it is being returned.

• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.

• Please allow 5 business days for our warehouse to receive your return, and 7-10 business days for our return department to process your store credit.

• If approved for a return, a store credit code will be emailed to the email address on file and applied to your account with us within 7-10 business days after we receive the returned item. Instructions on how to redeem it will be sent as well. It will be located behind “Use Store Credit” under Payment Method on the Checkout page.

• If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is applied to your account if you’d like to place an order using this credit.

• If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email ranchdressn@gmail.com before placing your order.

• If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, the buyer is now responsible for the payment of the return shipping. We will hold non-returnable merchandise or packages returned by the shipping carrier for 10 days. After 10 days, the items will be donated to charity.

EXCHANGES

• Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for STORE CREDIT ONLY.

• We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.

DEFECTS OR PROBLEMS WITH YOUR ORDER?

• If you have received an item with any problems or defects, please contact our warehouse within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.

• We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.

• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

Problems with your Troxel Helmet order? Please contact Troxel here.

DEFECTIVE/DAMAGED ITEMS PROCESS

1. Use your smartphone to take pictures of the defective or damaged area and email the images to ranchdressn@gmail.com, including the tag in the image showing it is still attached.

2. Indicate "Defective" or "Damaged" in the subject line.

3. Include the first and last name on your Ranch Dress’n account, order #, and product code/name of the item.

You will receive a response from our customer service support team within 24-72 hours.

Problems with your Troxel Helmet order? Please contact Troxel here.

PLEASE MAIL RETURNS TO:

Ranch Dress’n Returns

9492 S HWY 377

Collinsville, TX 76233

Please include a copy of or the original invoice or return form included. If you cannot locate the original invoice, please print and include a copy of the order confirmation emailed to you. Returns received without supporting documentation will be delayed in receiving store credit.