Customer Service

Customer Service and Shipping FAQ


Shipping Policy
We offer free shipping for orders over $200 excluding oversized heavyweight products such as cowboy hats, coats, boots. These oversized items cost more for us to ship and often need to ship separately from other products within your order. Therefore we set a reduced flat rate shipping fee for oversized and heavy items. The product page itself will notify you if there is a flat rate shipping fee associated with that product.

For standard ground shipping, you have the option to select the carrier (USPS or UPS) with the best rate/time in transit when your order is made. We ship standard ground orders via whichever choice you selected.
We ship from Carlisle, PA 17013 unless noted below.


Return Policy

If you wish to return non-custom and non-personalized items, please see our RETURNS POLICY.

Damaged or Defective Items
We select our products from a variety of high quality manufacturers and we do our best to be sure your item is free of manufacturing defects before we ship it. There are naturally occurring occlusions, bubbles and mold extraction lines that the manufacturer does not consider defects. In these cases, the manufacturer does not warrant or replace the product.
Please take time to inspect all items carefully- immediately upon receipt- for any damage that may have occurred in transit. Contact us immediately (within 2 business days) of any damage. Please keep all packaging materials in case the shipper needs to inspect the package during their claims process. We reserve the right to require a photograph of broken or damaged items when a claim is filed prior to replacing any damaged or defective items. If for any reason your custom item does not arrive with the specifications that you selected when ordering (for example the artisan misspelled a name), we will replace and ship the replacement item at no additional charge to you. Any claim for damaged or defective items must be made within 2 business days upon delivery. Please open and inspect your order immediately upon receipt. Any claims made after 2 business days will not be accepted, and therefore, are unable to be replaced.

If you've purchased Route protection, please reach out to Route to file claims with them directly. 


Payment Options
We accept credit card payments from Visa, MasterCard, American Express, and Paypal.

How to Redeem Store Credit

1. Be sure you’re logged in to your Bourbon Cowgirl store account. 
2. On checkout page, see “Payment Method” with a little turquoise arrow on the right of it.
3. Click the little arrow to expand the section.
4. At bottom, see “+Add Store Credit”
5. Click this. A little pop-up appears showing your store credit. You can click the little box to apply your credit for payment.


Sales Tax
No sales tax will be charged to items delivered outside of Pennsylvania. Bourbon Cowgirl is required to collect 6% sales tax to orders shipped within the state of Pennsylvania.

International Orders
At this time, we do not ship internationally.

Ways to Redeem Loyalty Points:

  • Log into your customer account. (On desktop, there is a little human icon at the top of the right side of the website where you can login to your customer account. If on cell phone, click the little set of 3 lines in the top left of the screen. At the bottom of that menu, there is a little human icon that says "login". Click there to login to your customer account. )
  • Use the email you use when you placed your orders.
  • Add the items you wish to purchase, to your cart.
  • At the bottom right of the page, see a little red "rewards" box. Click that box.
  • A panel will pop up showing your rewards options and earnings. Hit "apply" to apply your rewards to your cart for checkout. 

Additional Information
At Bourbon Cowgirl, we strive to provide the most accurate product and pricing information to our customers at all times. However, on rare occasions, errors do occur when we are listing items in our store, in which case we reserve the right to correct any errors or inaccuracies on the site and cancel any affected orders. If a credit card charge had been processed, a refund would be issued immediately back to your credit card. Thank you for your understanding.

Privacy
Bourbon Cowgirl is family owned, and we will never sell or share any of our customers' personal information.
Still have a question? Contact our customer service team at:
email: info@bourboncowgirl.com
phone: 1-888-899-5353


Thanks!