Customer Care

All of our locations are open to the public for in store shopping in addition to our online store.

S&S New York City

Open for in-store shopping, no appointment required
Masks are required, 10 people maximum inside store

238 Mulberry St. New York, NY 10012

CLOSED Monday
Tuesday - Sunday: 12pm - 7pm


Call (212) - 518 - 3364 or email hello@standardandstrange.com

S&S OAKLAND

Open for in-store shopping, no appointment required
Masks are required, 10 people maximum inside store

5010 Telegraph Ave Oakland, CA 94609

CLOSED Monday & Tuesday
Wednesday - Friday: 12pm - 6pm
Saturday: 11am - 6pm
Sunday: 11am - 5pm

Call (510) - 373 - 9696 or email hello@standardandstrange.com

S&S SANTA FE

Open for in-store shopping, no appointment required
6 people maximum inside store

201 Galisteo Street Santa Fe, NM 87501

Thursday - Monday: 11am - 6pm
CLOSED Tuesday & Wednesday

Call (505) - 365 - 1735 or email hello@standardandstrange.com

QUESTIONS AND SIZING

We take our customer service seriously and promise to give you the best customer service that we possibly can.

If you have any questions about our products, you can e-mail hello@standardandstrange.com, use our contact form or phone us at 510-373-9696 (Oakland), 505-365-1735 (Santa Fe), or 212-518-3364 (New York City) during business hours.


We're happy to answer your questions, send more pictures, specific measurements, additional details and style advice.


PAYMENTS

All prices are charged in US dollars.

We accept Visa, Mastercard, American Express, Discover, Paypal, Apple Pay, Amazon Pay and Klarna.

ORDER PROCESSING

Orders are typically packed and shipped by the end of the next business day. Orders placed on Friday will typically be shipped on Saturday. During peak periods such as holidays or big product releases it may take longer to ship. 

SHIPPING

We offer free USA shipping on orders over $300 and on some items.
International shipping offered through DHL Express. 

USA SHIPPING

Please note some of our shipping rates have changed as of Feb. 1st, 2022

  • Orders under $300 - $12 shipping via UPS Ground
  • Orders $300 and up - Free shipping via UPS Ground
  • Expedited Shipping - $40 (1 - 2 business days) via UPS
  • All orders over $500 will ship signature required. Please contact us if you need us to waive signature confirmation. 

CANADA SHIPPING

  • Orders under $400
    • $18 (USPS 1st Class 10 - 15 business days)
    • $35 (USPS Priority Mail 5 - 10 business days)
    • $55 (DHL Express 1 - 2 business days)

  • Orders Over $400
    • $50 (DHL Express 1 - 2 business days)

INTERNATIONAL SHIPPING

  • All orders
    • $55 (DHL Express 1 - 2 business days)

Where We Don't Ship

Due to our dealer agreements, Wesco items cannot be shipped to Japan.

We currently do not ship to the following locations: Russia


Taxes and Duties

We charge sales tax on orders shipped to California, New Mexico, and New York.

For international orders, we are not liable for any customs duties, taxes or fees or delays incurred by your country's customs procedures. You should contact your local customs office for an estimate on any fees you may pay.


Pre-orders and made-to-order items

Pre-order items are subject to our pre-order terms and conditions.

Boots made to order through Wesco are subject to our Wesco pre-order policy

Returns And Exchanges (Updated Feb. 1, 2022)

If you purchase Seel Return Assurance for eligible items in your order, you can learn more about the Seel Return Assurance policy  here.  If you do not purchase Seel Return Assurance along with your order, the order is subject to the standard return policy.

Starting February 1, 2022, there will be a number of changes to our returns, exchanges, and cancellation policies. This was not a decision we made lightly, as we realize that other, larger companies have set the bar with shipping and returns being “free”. We are a small business with no investors, and with significant shipping price increases in 2022, we are changing some of our policies to make our business sustainable for the long haul.

Last year, one in every four online orders returned to us, incurring a significant amount of cost on our end consisting of labor, shipping, non-refundable credit card processing fees, and damaged products.

Other companies mitigate these costs through raising prices and reducing labor costs to a minimum through low wages and lousy benefits. We do not see the point in running a business this way.

We understand that buying online can be daunting.  We put a lot of work into our product pages. Each piece is measured - our size charts are real, not suggestions or guesses - researched, written about, and photographed to give as much information as possible. 

We want you to have a fantastic shopping experience here. If you are unsure on sizing before ordering, please reach out and we will help you get into the right fit

The Updated Returns And Exchange Policy 

We accept returns for store credit or exchange only on full priced items for items purchased on or after February 1st 2022, unless you purchase Seel Return Assurance. Discounted items are non-returnable, unless you purchase Seel Return Assurance. We do not offer refunds, unless you purchase Seel Return Assurance.

You can purchase Seel Return Assurance at checkout if you want the option to return and receive a refund for eligible items. If Seel Return Assurance is not purchased for eligible items in your order, then your order is subject to the standard return policy.You can learn more about Seel Return Assurance and the Seel Return Assurance policy and return process  here.  You must follow these instructions to qualify if you purchase Seel Return Assurance for eligible items.

You can return items for store credit or exchange within 14 days of when you received your order, excluding transit times. Your return shipment must be postmarked within 14 days of delivery to be accepted. 

You will be responsible for paying exchange shipping costs. Upon request, we can send you a pre-paid shipping label and deduct our actual shipping cost from your store credit.

Sale & Discounted Items

Items sold as part of a sale or discount are final sale and not eligible for returns or exchanges unless you add Seel Return Assurance. You can purchase Seel Return Assurance at checkout if you want the option to return sale items and receive a refund. If you choose to not purchase Seel Return Assurance, your order is final sale. You can learn more about Seel Return Assurance here 

Cancellations

If you request to cancel an order before it is shipped, we will apply a 3% cancellation fee for orders over $500 to cover our costs for non-refundable credit card processing fees and labor for the cancellation process. 

Pre-ordered items are not eligible for cancellation and are subject to our 
pre-order terms and conditions

Terms And Conditions


  • Items sold at full price are eligible for return for store credit or exchange onlyWe do not offer refunds, unless you purchase Seel Return Assurance.
  • Items sold on sale or discount are final sale, no returns or exchanges unless you add Seel Return Assurance. You can purchase Seel Return Assurance at checkout if you want the option to return sale items and receive a refund. You can learn more about Seel Return Assurance here.
  • Items must be in original condition with all tags attached. Washed, hemmed, altered, stained, odorous or burnt items cannot be returned.
  • Footwear must have clean soles and be free from creases.
  • Original shoe boxes must be intact and free from damage.
  • Special orders, custom make-ups or pre-order deposits are non-returnable.
  • Shipping charges are non-refundable.
  • All return and exchange shipping costs are your responsibility.
  • We will process all returns within 3 business days of receipt.
  • Our team will acknowledge receipt and take action with your return.
  • We reserve the right to change this policy at any time.

Making A Return / Exchange

To return any item, e-mail hello@standardandstrange.com or use our contact form. Please include your order number and tell us if you'd like to make an exchange or return for refund or store credit.


Faulty Item / Incorrect Item

If you feel the item you have received is at fault or incorrect, please email us at hello@standardandstrange.com or use our contact form and we will handle your case individually.


Special Orders

We are able to special order items we don't usually stock from many of our brands. If there's something you're looking for that you don't see on our website, e-mail hello@standardandstrange.com and we'll take care of you. Please note that all special orders are final sale and not eligible for return or exchange.


Questions? Get a hold of us!


Subscribe