Customer Care

S&S COVID-19 POLICY

We are online-only until we feel it's safe and responsible to re-open our stores. 

Curbside pickup is available at both Oakland and Santa Fe stores from Monday - Friday.

Oakland Store Curbside Pickup

 Available Mon-Fri 11am - 6pm

• Place your order online and select Oakland Curbside Pickup

• Call 510.373.9696 when you arrive

• Someone with a hook on a stick will appear and bring your order to you


Santa Fe Store Curbside Pickup


 Available Mon-Fri 11am - 5pm

 Place your order online and select Santa Fe Curbside Pickup

• Call 505.365.1735 when you arrive

• Someone with a hook on a stick will appear and bring your order to you

We require face coverings and that you keep a 6 foot (or more) distance from us

COVID-19 - What we're doing to keep everyone safe


We're wearing face coverings and washing our hands frequently when packing online orders.

We're practicing social distancing inside and outside of our stores.

We've re-arranged workstations and in-store work practices so that everyone can work in a safe manner

 

QUESTIONS AND SIZING

We take our customer service seriously and promise to give you the best damn customer service we 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) or 505-365-1735 (Santa Fe) 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 and Amazon Pay.


SHIPPING

We offer free USA shipping on orders over $150 and on some items.
International shipping starts at $20.
We are unable to ship to some locations - see a list here.

USA SHIPPING

Please note some of our shipping rates have changed

  • Orders under $100 - $8 shipping via UPS Ground
  • Orders over $100 - Free shipping via UPS Ground
  • Expedited Shipping - $35 (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 $500
    • $15 (USPS 1st Class 10 - 15 business days)
    • $30 (USPS Priority Mail 5 - 10 business days)
    • $40 (DHL Express 1 - 2 business days)

  • Orders Over $500
    • $40 (DHL Express 1 - 2 business days)

INTERNATIONAL SHIPPING

  • All orders
    • $50 (DHL Express 1 - 2 business days)

Where We Don't Ship

Due to our dealer agreements, we are unable to ship items from Alden outside the USA/Canada. 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 and New Mexico.

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/Exchanges

We accept returns on full priced items only. You can return items for refund, 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 eligible for refund or store credit. 

Items sold as part of a sale or discount are final sale and not eligible for returns or exchanges. 

All orders over $500 returned for a refund will be charged a restocking fee of $25. The restocking fee will not be charged on orders returned for store credit or exchange.

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

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

Please note the following conditions: 

  • Items sold on sale or discount are final sale, no returns or exchanges.
  • 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.

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!


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