Customer Service

Basics

Online orders are processed Monday through Friday, 1-2 business days of order placement, unless indicated in the product description. Orders placed between 1 p.m. ET Friday through 11:59 p.m. ET Sunday will be processed the following Monday. On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order. If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order.

Payment Options

We accept American Express, Visa, MasterCard and PayPal. Sales tax will be charged when applicable. If the credit card cannot be verified as belonging to the person placing the order, the order will not be processed.

Sales Tax

Sales tax will be charged when applicable.

Promo Codes

• Only one code may be used per order.
• Certain items (including all sale items) are excluded from special offers.
• Codes may not be applied after an order is processed.

Order Online

Placing an order is easy. Simply follow these steps:

• Add an item to your shopping bag by clicking "add item" on the item's product detail page.
• When you have finished shopping, click the "my bag" button at the top of the page.
• You will be shown your basket for review.
• Click "proceed to check out."
• On the login page new customers should click the "create account."
• Repeat customers should enter their email address in the "login" box and their password in the "password" box. Press "login".
• Complete the next 3 steps by entering all required information.
• On step 4, you will be presented with all your order information.
• Click the "confirm" button to submit the order.
• You will know that your order has gone through when you receive the "thank you" page with your order number.
• If you have not received this page, please contact Customer Service at 866.271.7077.
• Please be advised that once an order is confirmed, you cannot make changes to the order online.

Order by Phone

Call anytime Monday through Friday, 9 a.m. to 5 p.m. (ET) at 866.271.7077.

Where We Ship

We ship only to the United States.

Please note

Cannot ship to APO/FPO or PO Box addresses.

US Shipping

All US orders are shipped via UPS and should be received within 7-10 business days after processing. Delivery time does not include Saturdays, Sundays or holidays. Saturday delivery is only available if prearranged with Customer Service. Shipping to APO/FPO & P.O. Boxes is not available.

Domestic shipping costs and methods

Overview

Stetson will provide free returns and exchanges within 14 days. Customer is limited to one free exchange per order please.

If you are not satisfied with your online purchase, please follow our guidelines for returns:

• All returns require a Return Authorization (RA) number (see instructions below).
• All returns must be postmarked within 14 days of receipt. Returns sent after this time will not be honored.
• The merchandise must be in its original condition and unworn.
• We do not refund shipping charges.
• We do not accept returns/exchanges on custom-made or special order items, undergarments, or sale merchandise. These types of sales are final.
• We are not responsible for damages that occur during care of an item, such as dry cleaning, washing or wear.

Please be advised that items that do not conform to the above guidelines are not returnable. They will be returned to you at your expense.

How to Return

Return Authorization (RA) number issued by must accompany all returns. To obtain an RA number, request one online or feel free to call Customer Service at 866.271.7077. Fill out the RA form and include it in the package. If you don't have a form, include a note with your RA#, name, address, phone number, email address and reason for return. (Please note that being issued an RA number does not guarantee automatic approval/credit of your return. Items are still subject to inspection.) Ship the merchandise securely wrapped, pre-paid and insured to:

Stetson.com
Attn: Internet Returns
7250 Woodmont Avenue
Suite 330
Bethesda, MD 20814

RA # _____________

Damaged/Incorrect Items

If you receive an item that is defective, damaged or incorrect, you must notify us via email within 5 business days of receiving the merchandise. Please keep the original box and packaging materials in the case of damage. We will email you a UPS label for returning the merchandise. A replacement will be sent, if available, upon receipt–with the condition that merchandise has not been worn or washed with all tags attached.

Exchanges

If you would like to exchange an item for another color or size, please contact us via email customerservice@shopstetson.net or phone 866.271.7077 to ensure that the new item is available. We will only accept returns for exchange if they meet all criteria for an acceptable return (see above). Please make sure to note the exchange on the return form. We will ship the exchange to you at our expense (does not apply to international orders).

Tips

• Send via UPS or insured parcel post for proof of delivery. If your return package is lost, we are not responsible for reimbursement or compensation for the lost merchandise.
• No COD (Cash/Check on Delivery) packages will be accepted.
• Note your RA number on the package for proper and timely handling and processing.
• Include a completed RA form with the merchandise. Otherwise processing will be delayed.
• Package your return carefully, as we cannot return or exchange items that arrive damaged due to poor packaging.

Your return will be processed within 2-3 business days of receipt. We will issue a refund to the credit card originally used for the purchase. You will receive an email notice when the credit has been issued. If you have an inquiry, call 866.271.7077 or e-mail us at customerservice@shopstetson.net.