800.930.3668 Mon. - Thurs. 9:00am - 4:00pm EST Friday 9:00am - 3:00pm EST

FREE EXCHANGES & FREE SHIPPING* - every pair. everyday.

 

 

COMPANY POLICY


PLEASE RETURN ALL ITEM(S) TO:
BOOTBAY - Returns
3911 Western Avenue
Knoxville, TN 37921

 

 

COUPONS, SALES, OR PROMOTIONS

  • Coupons or Promotions cannot be Combined with any other Offer.
  • Applies to Participating Brands.
  • BootBay Reserves the Right to End or Change Coupons, Sales or Promotions offer at any Time.
  • Brands excluded from Coupons, Sales or Promotions are: Ariat, Double H, Carolina, Filson, Justin, JOW, Timberland, Timberland PRO, UGG and Yeti.

 

RETURN POLICY

  • If you are not 100% satisfied with your purchase, please return it back to us for a refund or exchange within 90 days of delivery. All returns must be returned in the original box with tags attached and in new, unworn condition. 
  • Worn items will not be accepted under any condition and will be returned back to you.
  • We ask that all boxes are returned with some sort of packaging material outside of the original box to prevent tape/adhesive which will potentially lead to a restocking fee of 15% of cost.
  • Please contact customer service at (800) 930-3668, or e-mail accountmanager@bootbay.com for further assistance.
  • We do not off free returns (refunds). Please understand that if you request a FEDEX pre-paid return label for your package, you will be subject to a $9 deduction from your final refund. Otherwise, you are welcome to use any shipping carrier of your choice. NOTE: If you choose to use the United States Postal Service, we ask that you insure your package to obtain tracking information on your return.

 

REFUNDS

  • Your refund will be issued back to the original payment method (unless otherwise requested) the same day as it's received at our facility. The refund may not post to your account for up to 72 hours, depending on your banking institution. 
  • If the original box shows any damage, or is lost, you may be subject to a 15% restocking fee.
  • We do not refund the cost of packing materials or boxes used in the return shipment.
  • If the refund is requested after 90 days a company check will be mailed to you.

 

FREE 90-DAY EXCHANGES

  • Just didn't get the right size and want to swap it out for a better fit? No problem! Or, it's just not what you wanted and would rather try a different item? We'll be glad to help!
  • Please contact customer service for a FEDEX pre-paid label that will be e-mailed to you. We just ask that you print off the label for shipment back to us; we can also mail you the pre-paid label if requested. Once we receive your package, we will issue your exchange and it's free shipping on the replacement purchase back out to you.
  • If the exchanged item(s) is currently not available, you will be notified immediately. We will be glad to assist you in finding an alternate style or brand.
  • Please note that we ONLY allow 3 free return labels per annual year, per customer.

 

PROCESSING TIME

  • Once the package is received in our Returns Department, refunds are issued the same day or the following business day.
  • If an exchange is requested, please allow roughly 5-10 business days for it to be processed and delivered to you. Tracking information will be provided by e-mail when we are notified by FEDEX with a delivery status of your exchange. 

 

DEFECTIVE ITEMS

  • If you believe that your item received may be defective, please contact customer service immediately. The item must be inspected by our product experts and determined if we are able to deem it defective, or simply worn out. We cannot guarantee the outcome, but we will do our best at reaching a conclusion for you as quickly as possible.
  • Defective items may be reported to us up to 6 months after received the product.
  • If the item has been worn and found to be defective, we can only provide an exchange as an option. We will provide a pre-paid return label to you at no cost.
  • If the item has been received, not worn and found defective, we can offer an exchange or a refund. However, we will be more than happy to assist you in finding a similar style or brand that may interest you! 

 

ORDERING

  • Please note that most items on our virtual catalog are not in our physical inventory. Most items are drop-shipped directly from the manufacturers' facility which is located from various locations in the country. 
  • All orders shipping to an APO address must place orders over the telephone with a customer service representative. All APO shipments will be made with the USPS which takes approximately 3-4 weeks for delivery.
  • We do not charge a sales tax to customers outside the state of Tennessee.
  • What is on my statement? Before your item(s) is shipped, your debit or credit card statement may show what looks like a deduction from your account. Please understand that these funds have not been deducted rather they are being reserved within your account to ensure your order can be processed for purchase. This is known as an "authorization hold" and typically lasts up to 3-5 days, depending on the policy of your banking institution. 

 

PRICE GUARANTEE

BootBay is committed to providing the lowest prices, every day. Price matching is available and requests must be made over the telephone with a customer service representative. Customer must provide valid proof of comparable price with another online competitor. BootBay does reserve the right to verify approval over all competitors’ advertised prices and the availability of the item(s).

  • We offer a 100% price guarantee.
  • All price matching with our competitors must include the shipping & handling, taxes. Also, the item must be an exact match in regards to style, size, and color. All claims on previously purchased items must be made within 10 days of purchase. Price Matching is not valid on competitor's promotional codes, coupons, or memberships.
  • We do not price match against with auction sites, such as Ebay, or on mis-made items.
  • Due to imitation on UGG footwear, we do not price match on any UGG merchandise available on BootBay.
  • Price must be valid at the time price match is requested. 
  • Price match will not be accepted against competitor's current "sales price" or "clearance price", or use of any coupon.
  • Each price match will be adjusted to ONLY the final sales price of competitor, including competitor's sales tax and shipping fees.
  • A BootBay customer service representative MUST be shown the website and location to where the advertisement of sale for approval.
  • Competitor item must be in stock at the time of price match.
  • ALL additional coupons available on BootBay will be null & void for final purchase of price match per approval. The price of the match will be the final sales price. 

 

SHIPPING

Online orders typically ship within 5 business days. If there is a problem with your order or the shipment of your order, we will notify you immediately. We do apologize for there are certain times we are not notified by manufacturers of a problem, for instance - warehouse delays and/or unexpected backorder or discontinued items after order has been placed for shipment. Please feel free to contact us at any time to check on the status of your order.

  • FREE GROUND SHIPPING WITHIN THE CONTIGUOUS UNITED STATES(over $50 FREE - Orders under $49.99 shipping is $7.95)
  • 3-5 DAY EXPRESS Shipment is available at an additional cost of $19.95.
  • Orders from Hawaii and Alaska residents are required to pay a $50.00 shipping fee.
  • We DO NOT ship to PO BOX addresses.
  • All orders are shipped via FEDEX
  • Orders shipping to APO addresses must be placed over the telephone with a customer service representative and will be shipped via United States Postal Service.
  • FREE Ground Shipping Applies to Orders Over $50. Orders under $49.99 shipping is $7.95.

 

 

SHIPMENT METHOD

PROCESSING TIME
(Weekends & Holidays not included)

SHIPMENT TIME
(After Processing) 
(Weekends & Holidays not included)

TOTAL DELIVERY TIME
(Weekends & Holidays not included)

GROUND SHIPMENT

Please allow 2-3 business days processing time before shipping

1 - 3 Business Days

1 - 3 Weeks

EXPRESS SHIPMENT

Please allow 1-2 business days processing time before shipping

1 - 2 Business Days

3 - 5 Business Days

 

PAYMENTS ACCEPTED

  • We accept ALL major credit cards - DISCOVER, VISA, AMERICAN EXPRESS, & MASTERCARD
  • Amazon Checkout
  • PAYPAL - for questions, concerns, or if your payment was declined by PAYPAL, contact Customer Support at (866) 528-3733

 

CANCELLATIONS

If you are requesting to cancel your order, it must be requested within at least 24 hours of placement of order. However, orders are processed the following business day and we try to have this done in a timely manner to ensure you receive your order quickly. There are times that orders cannot be cancelled, or shipment cannot be stopped by our shipping carrier. In that case we will handle the purchase as a return once the item has been received by you, the customer. 

NEED MORE INFORMATION?

Contact us by e-mail at accountmanager@bootbay.com, or by phone (800) 930-3668

Monday - Thursday: 9:00am - 4:00pm EST
Friday: 9:00am - 3:00pm EST