Customer Care

RETURNS AND EXCHANGES (UPDATED FEB. 1, 2022)

We accept returns for store credit or exchange only on full priced items. Discounted items are non-returnable. We do not offer refunds.

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.

Please do not ship us items without contacting us first.

SALE & DISCOUNTED ITEMS

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

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 only. We do not offer refunds.
  • Items sold on sale or discount are final sale, no returns or exchanges.
  • Items must be in original condition with all tags attached.
  • Items that have been washed, hemmed, altered, stained, visibly worn, odorous or burnt 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 cannot process items returned without contacting us first
  • We will process all returns within 3 business days of receipt.
  • Our team will acknowledge receipt and take action with your return.
  • If a chargeback or dispute is opened, we cannot offer any further action on our end.
  • 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 store credit.

FAULTY ITEM / INCORRECT ITEM

If you feel the item you have received is faulty or incorrect, please email us at hello@standardandstrange.com or use our contact form and we will handle your case individually. Please do not open a chargeback or dispute, or else we will not be able to assist you.

FOOTWEAR CONDITION

We do our best to ship fresh pairs of footwear, but we do allow in-store customers to try on footwear. There may be slight evidence of your boots being tried on, but we consider them to be in like-new condition.

Where is my package?

Your label will be generated up to 24 hours before your package begins to move (longer for weekends and holidays). We pay for UPS pickups 6 days a week at the shop, but on occasion, drivers will not show up. If you have a tracking number showing “Label Created” or similar, that means the label is generated and on a box, but has not been picked up.

Once we hand off your package to UPS or DHL (or any other carrier), we have the same access to information that you do via your tracking number.

If you opt out of signature required on your delivery, you are taking full responsibility for possible loss of your package.

If your package is marked as delivered, and you do not have it:
Check with your neighbors
Call UPS (or the carrier used for delivery) with your tracking number for more details and to obtain their proof of delivery
Wait at least one business day, as packages will often be scanned as delivered early or by mistake.

Shipping

We offer free USA shipping on orders over $300 and on select items as marked on the product page. All shipping is via UPS, USPS (Canada) or DHL (international). If you need us to use a different courier for shipping, please contact us before ordering.

International shipping is offered only via DHL Express as they are the best.

USA SHIPPING

  • 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 (EXCLUDING CANADA)

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

WHERE WE DON'T SHIP

  • Due to our dealer agreements, Wesco items cannot be shipped to Japan.
  • We do not ship to Russia or Ukraine due to wars.

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.

Do not ask us to lower the value of your shipment to reduce your import taxes. You are asking us to commit a felony, and we refuse to do this.

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.

Pre-Orders and Made-to-Order items

Pre-order items are subject to our pre-order terms and conditions as stated on the product page. Our general pre-order terms are here. If you do not understand any of the terms or conditions, please contact us before ordering.

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

Order Processing

We are a small team, with 40 hour work weeks, benefits, and a living wage. We are not Amazon, and we do not have a small army of underpaid staff ready to pick, pack, and ship 24-7; nor do we employ external warehouse services for fulfillment.

Orders are typically packed and shipped within 1 to 3 business days.

Express shipments will be processed first and will typically be ready to ship same-day. Our cut-off for UPS shipments for same-day pickup is 3pm ET / noon PT. DHL shipments are picked up the next business day. We are not responsible for delays due to carriers not showing up for scheduled pickups, although we will do our best to get express packages dropped off at the nearest UPS store.

Payments, Refunds, & Chargebacks

All prices are charged in US dollars.

We accept Visa, Mastercard, American Express, Discover, Paypal, Apple Pay and Klarna. Our payments are processed by Shopify Payments, Paypal, and Klarna.

We are not a payment processor, and we do not have access to any credit card information used for payments, nor do we have access to information on the timing of payments or refunds.

Please DO NOT send us credit card information directly. We cannot process payments over the phone or email this way. It’s also horribly insecure and we do not want to be responsible for this information in an unencrypted form.

If you have an issue with your order, please contact us and do not open a chargeback. If you do open a chargeback or dispute, we lose the ability to refund your order or provide other assistance with your order.

 

Store Credit & Gift cards

As of August 1, 2022, we have migrated to a new system for store credit and gift cards. All the details can be found here.

Contacting Us

We take our customer service seriously and promise to give you the best customer service that we possibly can; in addition we have taken the time to answer the most common inquiries on this page.

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

We are available via email, telephone, or the contact form at the bottom of this page, along with live chat on the website during business hours.

In order to provide you with the best possible customer service, please e-mail or telephone us.

We do not use Instagram DMs, Facebook Messenger, NFTs, the metaverse, TikTok, or any other forms of communication.

Email: hello@standardandstrange.com
Oakland: 510-373-9696
Santa Fe: 505-365-1735
New York: 212-518-3364

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

CONTACT US

Drop us a line if you have any questions. If you are inquiring about a product, please let us know which item you are asking about.

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