Company Policies
COVID-19
Like many of you, my management team and I have spent significant time and resources trying to learn as much as we can about the coronavirus (COVID-19) and its impact. We are evaluating how it impacts our employees, our customers, and each of the local communities that we serve, and we have made adjustments that we believe are necessary in an effort to ensure a safe working and shopping environment.
We are doing everything we can to keep our doors open to provide the merchandise that you need to help you continue with your daily lives both at home and on the job site, while at the same time keeping you and our store associates safe.
For you, our customer, we remain open to service your needs. However, there has been many suppliers and factories that have had to shut down temporarily which has caused a delay to many orders. At this time, there will be no refunds or cancellations of made-to-order boots, hats or other misc. items that are delayed in production because of COVID-19. Please be patient and we will get these items right out to you as soon as it becomes available.
We are all in this together across the nation, and the world. The coronavirus has added a great deal of stress and uncertainty to all of our lives. That said, I have complete certainty that collectively we have the resources and resolve to face into this adversity and see ourselves through to a more promising tomorrow.
Thank you for your continued support, and we will continue to do everything we can to support you and our communities.
Returns and Exchanges
At Billy’s Western Wear, we are proud of the products we offer, and want you to be completely satisfied with our quality and service.
Our returns policy is simple: if you aren't satisfied, you can return any non-custom product in brand new condition within 30 days for a full refund or exchange credit, excluding shipping costs. If the return or exchange is due to an error on our part (miss-shipment, etc.), we will also credit you for your shipping costs. Custom products include: special ordered items, and custom shaped hats. All Custom, special ordered, and clearance sales are final and cannot be cancelled.
How do I start the return process? Contact us to inform us of your return situation. Make sure to tell us which product you would like to return. We will e-mail you back with a return authorization number. We will send appropriate information in this e-mail in a timely manner. If you are not able to e-mail, please call 1-855-68 BILLY (24559).
Please have an order number or a copy of your receipt for quicker response. Details of shipping charges will be addressed at this time.
Returned items must be in brand new condition. You may try on an item for size, but if you've worn it, even for one night, you may not return it.
If you are in a hurry for an exchange, we recommend you order the new item online or by phone, and send the unwanted item back as a return. Turnaround times on exchanges may be 2-3 weeks from the date you ship to us.
Hat Disclaimer: Shipping and/or weather conditions may alter original hat shapes.
We cannot accept any return beyond 30 days after you received it.
Shipping charges are not refundable.
If the item or items that you are returning qualified for free shipping, the refund will be for the item minus the shipping cost.
If you need to exchange an item for a different style or size, shipping charges may occur.
To ensure proper credit, returns MUST include Return Authorization Number and be shipped to the following address:
Billy’s Western Wear
1490 S. Main
Boerne, Texas 78006
Attn: Website order
RA#:
Order Cancellations
You may cancel your order any time before the merchandise is shipped and receive a full refund. After that it is considered a return and will be processed as such.
All returns must be authorized in advance. We take no responsibility for any items sent back with out prior authorization.
Please e-mail us at info@billyswesternwear.com with order number and information or us call toll free 1-855-682-4559
Feel free to contact us if you have any questions about returns or exchanges. We're here to help! Thank you for shopping at billyswesternwear.com!
Shipping
How to Order:
To place an order, click “Add to Cart” after selecting any product. You may be prompted to setup your account during the order process if you are a first time customer.
Adding an item to your order is as simple as selecting another item and simply clicking “Add to Cart”
Changing or canceling an order before checkout is easy. Simply click on the “Shopping Cart” and either delete items from your order by clicking on “Remove Items” or change the quality on your order to zero. Then “Update” your cart.
You may cancel your order any time before the merchandise is shipped and receive a full refund. After that it is considered a return and will be processed as such.
Volume Orders
For volume orders, please email info@billyswesternwear.com for assistance with product availability and discounts that may apply, delivery time and costs.
Shipping to Alaska and Hawaii
Shipments to Alaska and Hawaii need to be made over the phone so we can quote your shipping costs based on your actual address. Though it is a bit less convenient than placing the order online, it's the most fair way to calculate your shipping cost. To place the order, please call customer service at 1-855-68 BILLY (24559).
International Orders
Billy's Western Wear does ship international, however, please email us at info@billyswesternwear.com for quotes on shipping charges.
International orders are usually shipped through USPS and may be delayed 1 or 2 business days.
Customer is responsible for any and all international duties and taxes.
International Order Restrictions
International orders require a physical address to deliver to - no P.O. boxes
Certain exotic leather items may not be available for international orders
Rocky and Ariat brand products are available in the USA at this time and may not be shipped internationally.
Order Status
After you place an online order, you will receive an E-mail message that will contain your order information and a link that you may use to determine the current status of your order.
When we ship your item, we will send another e-mail that informs you that your online purchase is on its way. Once your order ships, you may track your order on the order status page. To reach the order status page, select “My Account” and then select “View Order History”
Shipment Tracking
Once your order ships, it may take up to 24 hours before tracking information appears on the UPS Web Site.
To track the status of a shipped order, use the link provided in your order confirmation or shipment notice. Alternatively, you may go to the billyswesternwear.com home page, select “My Account” and then select “View Order History”
If your order appears late, remember:
Credit card approval must be received prior to processing. Only credit cards issued by US Banks are accepted for payment. Packages are shipped from our Company Warehouse and stores Monday through Friday, excluding holidays (Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and New Year’s Day). Orders placed on holidays are processed the next business day following holiday. All orders placed after 11:00 AM CST are processed the following day. All orders placed after 11:00 AM CST Friday are processed the next business day, usually on Monday. In the case of Monday Holidays (Memorial Day, Labor Day, or other Mondays which coincide with a holiday) orders will be processed on Tuesday. Deliveries are made Monday through Friday ( No Saturday or Sunday deliveries), excluding holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, and New Year’s Day via UPS only. Orders placed on holidays are processed the next business day following the holiday. Overnight orders (Next Day Air) placed Monday through Thursday after 11:00 AM CST are processed the following business day. All overnight orders placed on Friday after 11:00 AM CST are processed the following business day; Monday (or Tuesday in case of a Monday holiday). Note: Next Day Orders placed on Friday before 11:00 AM will not arrive until Monday (or Tuesday in case of holiday). Please allow 24 to 72 hours to ship unless expedited shipping is selected. However, due to unprecedented increase in volume and unexpected shipping delays, expedited orders may be delayed.
Shipping & Handling Rates and Policies
All orders placed on this website will be shipped via UPS. The UPS Shipping Rates are calculated by weight and distance. The dollar amount for shipping and handling will be calculated and displayed on your "cart" at the time of your order.
Product Availability
Billy’s Western Wear stores in Boerne and Kerrville strive to offer the best selection of western wear available. As we launch out with billyswesternwear.com, we will start our efforts to reach out into the vast internet market. At first we will offer limited products but rest assured we will add more items in the weeks to come. Occasionally, high demand causes a shortage of certain items. But our dedication to offering great selections of western wear products means that we add products to our site weekly. If we don’t have an item that you’ve ordered in stock, email us and/or check our site again in a few weeks.
