Customer Service

Customer Service and Shipping FAQ

Shipping Policy

We offer FREE SHIPPING on all orders over $100. 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.

 

T-shirts, Hats, Clothing, Drinkware

All products ship direct from our location in Carlisle, PA. Please allow 2-4 days for packaging in addition to normal shipping transit times.

  

Return Policy

Custom or personalized products cannot be returned. This includes our made-to-order hand-torched cowboy hats. 

T-shirts and other non-personalized items may be returned within 15 days of receipt, if they are received to our warehouse in new condition. If the product's tags have been removed, items smell of smoke, have pet hair on them or there is any evidence of wear (makeup or deodorant stains, for example) then we reserve the right to refuse refund. 

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

When the authorized item is received, we will inspect the item and if found to be in new condition, your payment method will be refunded minus shipping paid. 

It is the customer's responsibility to pay for return shipping to our warehouse. You may ship any method you prefer. 

If you are requesting an exchange, the replacement product will be shipped once the original product is returned unless you choose to make a replacement purchase prior to our receipt of your return. 

 

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.

 

Payment Options

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


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

Many of our items are able to be ordered by international customers. You can add to cart and the cart will notify you if the item is not eligible for international shipping. This would mainly be our cowgirl hats and boots. 

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: sherri@bourboncowgirl.com

phone: 1-717-385-1668



Thanks!