FAQ's

Our General Terms & Conditions are as follows:

• 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.
• Items must not have pet hair on them.
• Footwear must have clean soles and be free from creases.
• Original shoe boxes must be intact and free from damage.
• All underwear and socks are final sale, no returns or exchanges
• 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.

By placing an order, you agree to the following terms, in addition to our usual policies:

• All discounted items are final sale.
• No retroactive discounts for purchases made before the promotional period.
• Discounts do not apply to special orders or pre-orders.

Make sure you have fully digested our standard Return & Exchange policies.

• We require a deposit to guarantee your size.
• After we confirm your order, no changes can be made.
• Size exchanges are possible on Ooe Yofukuten pre-orders, subject to availability.
• Custom sizes and changes to our build specifications are considered custom orders and require payment in full up front.
• Custom orders are final sale and not eligible for return or exchange.
• When the order is delivered to us, we will notify you by email that your item is ready, at which time any balance must be paid.
• Payment of the balance must be made within 14 days of delivery notification. If payment is not made within this time, your order may be cancelled and you will lose your deposit.Some footwear pre-orders in stock sizes (7D - 12D) are eligible for exchange for a different size of the same style, subject to availability - contact us for more details.Aside from size exchanges (if available), footwear pre-orders are not eligible for return or exchange.
• All deposits are non-refundable and non-transferable.

• The current lead time for new MTO and Pre-Order boots is roughly 13-14+ months. Please be aware of this and set expectations accordingly.
• We require a minimum 50% deposit to make you a pair of boots to order.
• All deposits are non-refundable and non-transferable.
• If you need a non-stock size (outside of 7.5-13 US in D width), contact us at hello@standardandstrange.com to place your deposit. We can also do custom-fit for a slight upcharge.
• After we confirm your sizing and your order is submitted to Wesco, no changes can be made to your size selection.
• Custom sizes and changes to our build specifications are considered custom orders - all custom orders are final sale and not eligible for return or exchange.
• When the order is delivered to us, we will notify you by email that your pair is ready, at which time the balance must be paid.
• Payment of the balance must be made within 14 days of delivery notification. If payment is not made within this time, your order may be cancelled and you will lose your deposit.
• Standard shipping is free within continental USA; expedited shipping is available for a small fee.

• 1st PAT-RN
• Arch Support Project
• Attractions
• Black Sign (Footwear)
• Bruschetta Shoes
• Bryceland's Co.
• Clinch
• Clutch Golf
• Gorsch
• Graziano and Gutiérrez
• John Lofgren Bootmaker
• Lowercase Eyewear
• Martine Ali
• Masterson's
• Monad London
• MotivMFG
• Nigel Cabourn
• Kapital
• Olde Homesteader / Olde H & Daughter
• Ooe Yofukuten
• OrSlow (core styles)
• Papa Nui
• Rolling Dub Trio
• Senui
• The Real McCoy's
• Two Ears Brand
• The 2 Monkeys Boots
• Unsung House
• Wakayama Special Loopwheel Knits
• Wesco
• W'Menswear
• Y’2 Leather

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.

We are not a storage facility. If you have an item with us that belongs to you, and do not pick it up after multiple contact attempts over 180 days, we will donate it. This includes items such as:

• Hems or repairs completed and not picked up
• Returned items that are deemed non-returnable (worn/dirty/altered)
• Items purchased for curbside pick-up and not picked up

We are a small team, with 40 hour work weeks, benefits, and a living wage. We are not Amazon; nor do we employ external warehouse services for fulfillment.

Orders are typically packed and shipped within 3 business days (Monday to Friday). During sales, our processing time increases to up to 5 business days.

Express shipments will be processed first and will typically be ready to ship same business 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.

If you get an email from NoFraud, it is legitimate. NoFraud is our fraud prevention service and it can occasionally be triggered erroneously. Follow the directions in the email to have your order released; if you are not comfortable with that, please contact us.

We send all emails from "hello@standardandstrange.com". Some customers have reported our e-mails end up in spam or their G-mail "Promotions" folder, so please check those inboxes if you do not see our e-mails in your main inbox. If our e-mails are going to spam, we recommend adding our email address to your contact list or address book in your email application.

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.

We accept returns for store credit or exchange only on full priced items. We do not offer refunds, including for trying on multiple sizes of one item.

Discounted items are non-returnable. Discounted items include items where a discount code is used to make the purchase, or items that are already discounted in our Last Call section.

All underwear and socks are final sale, no returns or exchanges.

Items purchased during any promotional event where gift cards are issued as part of the purchase are considered discounted, and cannot be returned.

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 - our returns portal will issue a shipping label for you and deduct accordingly for applicable items in the USA.

Please do not ship us items without contacting us first.

For customers in the USA, please go to our returns page at https://returns.standardandstrange.com for any returns excluding leather jackets and footwear. There is no need to contact us directly once you initiate a return via the portal.

If you need to return or exchange a leather jacket or footwear, please e-mail hello@standardandstrange.com. Please include your order number and tell us if you'd like to make an exchange or return for store credit.

For international returns, e-mail hello@standardandstrange.com. Please include your order number and tell us if you'd like to make an exchange or return for store credit.

If you feel the item you have received is faulty or incorrect, please email us athello@standardandstrange.comor 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.

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.

ALERT: Store Credit Account Page is currently offline.

VIEWING Store Credit

Unfortunately, Rise.AI, the app we use to manage online store credit did not update their customer-facing tools alongside Shopify's updates, meaning that store credit will not be self service until this is fixed.

Before contacting us, please search your email for "store credit" from "hello@standardandstrange.com" to locate your store credit information.

Gift Card Balance

You can check your gift card balance via this page.

If you are unable to locate the information, we are more than happy to look it up for you.

How to use store credit and online gift cards

VIEWING Store Credit

Upon receiving store credit, you will have a store credit account open with us. You can find this by going to your account page at  https://standardandstrange.com/account and clicking the STORE CREDIT button. Please note that in all of these examples the codes are not real, and you will need to use the code(s) sent to you via email.

USING Store Credit

To use your credit at checkout, copy and paste your store credit code into the “gift card or discount code” field at checkout.

Gift Cards

If you receive a gift card, it will appear in your store credit pop-up in your account. You can consolidate all your gift cards by clicking on “Add Store Credit”, and pasting in the gift card code. This will make it easier to checkout with multiple gift cards for large purchases. If you do not have an account with us, you will need to create one.

You can add gift card codes that do not appear in the pop-up by pasting in the number, as well.

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.

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 or DHL (international only). If you need us to use a different courier for shipping, please contact us before ordering.

Orders to Hawaii, Alaska, AE/APO addresses, and PO boxes will be shipped with USPS. All other US orders will ship UPS unless otherwise requested.

USA SHIPPING (excluding AK, HI, and AE/APO addresses)

• Bandanas, Patches, T-Shirts, Socks, & Hats - $5 via USPS Ground Advantage
  
• 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
• Orders $500 and up will ship signature required unless otherwise requested.

USA SHIPPING (Alaska, Hawaii, and AE/APO addresses)

• Bandanas, Patches, T-Shirts, Socks, & Hats - $5 via USPS Ground Advantage
  
• Orders under $300 - $12 shipping via USPS Priority Mail
• Orders $300 and up - Free shipping via UPS Priority Mail
• Expedited Shipping - $40 (1 - 2 business days) via USPS Priority Mail Express
• Orders $500 and up will ship signature required unless otherwise requested.

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:

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

INTERNATIONAL SHIPPING (EXCLUDING CANADA)

• $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.

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.