CUSTOMER SERVICE

OUTWEST SHOP ONLINE

Toll Free 1.877.340.9378 (WEST)
Direct 1.661.347.9700
Cell 1.818.384.4315

Mailing Address for Correspondence and Returns:
OutWest
16654 Soledad Canyon Road #148
Santa Clarita, CA 91387
outwestshop@gmail.com

Follow OutWest Shop on FaceBook!

General FAQs

Shipping

Need your order FAST ? Call us toll free from anywhere in the USA 1.877.340.9378, or 1.661.347.9700 and we'll get our Pony Express Riders on their way!

If your order ships from OutWest we ship USPS Priority Mail with delivery time within 3 to 4 days from your order. If your order is not in our warehouse, we will make arrangements for it to be drop shipped by the vendor, UPS Ground, this may add 3 to 4 additional days for delivery. The shopping cart charges a USPS Prioirty Mail rate, even if the item is shipping UPS. If delivery is crucial to get to you in time for a special event, please contact us as Express Mail, UPS, or FedEx may be your best option.

Scroll down for specific information on International Shipping.

2016 HOLIDAY SHIPPING

We use the United States Postal Service (USPS) for many of our shipments. In addition, we make arrangements with many of our vendor partners for UPS Drop Shipping at no additional cost to you. Please keep this in mind when ordering beginning November 20, 2016. If you need your order by a specific date, please email your needs outwestshop@gmail.com or call us toll free from anywhere in the United States 1.877.340.9378. The United States Postal Service has provided the following basic guidelines for shipping:

The Postal Service recommends keeping the following mailing and shipping deadlines in mind for delivery in time for Christmas:

  • Nov. 23 – First-Class Mail International/Priority Mail International
  • Dec. 2 – Priority Mail Express International
  • Dec. 11 – Standard Post
  • Dec. 16 – Global Express Guaranteed
  • Dec. 16 – First-Class Mail/Priority Mail (domestic)
  • Dec. 20 – Priority Mail Express (domestic)

How will my purchase be shipped?

Based on your selections, we will choose the best method of shipping. We track deliveries. We prefer to ship Priority Mail. There may be times we will choose UPS Ground or FedEx Ground.  For USA orders, expect delivery 3 to 4 days from the date your order was placed.  In some situations, your order may be "drop shipped" directly from the vendor and their delivery process may add 3 or 4 days to delivery time.

If you need something for a specific deadline - PLEASE- take a moment and let us know. We do not know that the item ordered is for a wedding, horse show, theater performance, family reunion, birthday or other special event if you don't let us know! Call us with your needs:
Toll Free: 1.877.340.9378 
Direct: 1.661.347.9700
E-mail outwestshop@gmail.com

In emergency situations we may be able to offer you, at additional expense overnight, next day, or two-day services.
Do not count Saturdays and Sundays!

If shipping to a P.O. Box, your order will ship through the United States Postal Service.

What are my shipping charges?

Shipping costs are based on total weight of your order plus handling plus shipping distance.
These estimated additional shipping charges may apply for expedited shipping and are the responsibility of the purchaser:

  • $25+……3rd day air
  • $35-$80……2nd day air
  • $70-$150+….Next day

The rates for expedited shipping may vary during the holidays. Contact us, before placing your order, for actual rates. You will receive email notification and a tracking number at the time of pick-up.

Please see the section below on International Orders for shipping information.

When can I expect my shipment to arrive?

If everything you ordered is available for immediate shipment your order will ship within 24 hours of its receipt. This does not include weekends.  If we do not have your item in stock, we will order it.

We ship UPS Ground, FedEx Ground, or Priority Mail through the United States Postal Service.  UPS and FedEx- expect delivery within 6 to 8 days from the date of your order. (do not include weekends). Priority Mail - 3 to 4 days from its shipping date. You will receive email notification and a tracking number when available.

Please see the section below on International Orders for shipping information.

I need my order FAST! How can I speed up delivery?

Contact us, before placing your order, for actual expedited rates. All shipping charges are the responsibility of the purchaser.
These estimated additional shipping charges apply for expedited shipping, and are an estimate only:

  • $25-$30……3rd day air
  • $35-$50……2nd day air
  • $75-$150+….Next day

The rates for expedited shipping may vary during the holidays. Contact us, before placing your order, for actual rates.
You will receive email notification and a tracking number at the time of pick-up.


RETURNS

HOLIDAY RETURN POLICY

Purchases made for holiday gift giving may be returned for exchange or store credit only. To make arrangements, please contact us by January 2, 2017 for a Return Authorization number and return instructions. E-mail outwestshop@gmail.com or call toll free 1.877.340.9378.

What is your return policy for "Non Holiday" shopping?

It’s simple. We will accept back from you what you now wish you hadn’t purchased. We will process your return with the same graciousness and enthusiasm that you experienced when you ordered it.  Please read the information for return/exchange policy for Special Order items, posted above.

If you are considering ordering items for use in equestrian events, TV, film, theater, live performance, fashion show or the like - please contact us before placing your order.  We will verify that we are able to fulfill your request as well as what to do in case returns are necessary.

To receive a Credit Card Refund, please notify us within 5 days of your purchase. You will receive a Return Authorization number at that time.  All returns must have a Return Authorization Number. Returns approved after 5 days are issued a Store Credit or Store Exchange only. Original out-going shipping charges are not refundable unless the item arrived damaged. Special Order items are non-refundable, store credit only.

Credit Card Refunds may take up to three weeks (21 business days) to process.  You may choose the refunded amount towards a Merchandise Exchange, Store Credit, or Charge Card Credit.

How to Complete a Return:

  • Let us know, by e-mail or phone, what you plan to return and why.
  • Please return item(s) in the same condition that it was sent to you – in other words, in the same kind of shipping container, with original labels and hang tags. Worn items are not returnable.
  • In the shipping box, include a copy of your original invoice with your name, address, and phone number and Return Authorization Number.
  • We’ll provide information on the best way to ship it back. In most cases, please use the United States Postal Service (USPS) and provide a "delivery confirmation number." Please contact us with that number so that we may track the return.
  • We’ll reimburse the return shipping cost if the quality of the item didn’t meet your specifications or arrived damaged. If it’s the wrong size or you just “don’t like it” then you pay the return shipping. If we agree to absorb the return shipping cost, it will the refunded along with the purchase, on your original credit card. Credit Card Refunds may take up to three weeks (21 business days) to process.  You may choose the refunded amount towards a  Merchandise Exchange, Store Credit, or Charge Card Credit.
  • To exchange an item for a different size or style, contact us immediately so that we can pull the replacement from stock. It is up to you- we can send it immediately or wait for the original to come back. If you want the replacement shipped immediately, your credit card will be charged. And a refund issued when the original is returned.
  • Ship your return to:
    OutWest
    16654 Soledad Canyon Rd #148
    Santa Clarita, CA 91387

Does OutWest offer a catalog?

We do not offer a catalog at this time. With over 15,000 items on our website AND the addition of new items daily we have found our website to be the best tool for sharing our selections. We understand that many of our browsers would appreciate a catalog. Call us and we'll print and send the pages of our website that are of interest to you. Toll Free from anywhere in the USA 1.877.340.WEST (9378)


What is a "Special Order?”

Some of the art, apparel, jewelry, and accessory and home decor companies we represent manufacture their merchandise only when a specific order is placed. They maintain very small inventories, or create only on demand. In addition, there may be a delay in shipping from as little as 2 to as many as 12 weeks. There are two distinct “special order” scenarios:

Stock item: If we don’t have your particular item (or size and color) in stock, we place an order with our supplier. It will ship to you as soon as we have back in stock, or to save time, it may ship directly from the vendor. We will contact you immediately with an estimated delivery time and await your final authorization to continue. This type of “special order” may be exchangeable and refundable. Please Note: Saddles and rugs are not returnable or exchangeable.

Custom Item: merchandise created just for you.  Some companies, like apparel design house Renegade Spirit, offer the unique opportunity to customize their line to your specifications. The result is a garment made just for you! We do ask for 100% payment up front. And, it is up to our discretion to accept a return for store credit only. Because you are involved in the design process we anticipate that you will be happy with the final product!


What is a "Back Order?"

"Back Ordered" is a temporary condition and refers to merchandise we carry on a day-to-day basis but have sold through our stock. Our supplier may have sold through their supply too and we are both awaiting the item to become available again.


What credit cards do you accept?

On-line:  Visa®, MasterCard®, Discover®, American Express®, PayPal
By phone, fax, or mail: Visa®, MasterCard®, Discover®, American Express®, PayPal


May I order C.O.D.?

We do not ship C.O.D. at this time.


May I write a personal check?

Yes. U.S. Dollars only. Please be aware that we will ship your order once your check has cleared.

Please call us Toll Free from anywhere in the USA 1.877.340.9378 (PST)
Direct: 1.661.347.9700


International Shipping 

Merchandise offered with "free shipping" is for USA addresses only. You will receive an email with the amended shipping cost for your approval and authorization before completing your order.

The shopping cart is set up to accept international orders and the shipping charge determined is standard International USPS rates. Some products like American West Handbags, Dan Post Boots, and Conner Handmade Hats will have an increase in the shipping costs above and beyond the shopping cart charge due to their weight and shipping box size. You will receive an email with the amended shipping cost for your approval and authorization before completing your order.

The least expensive is USPS First Class International - but this service does not guarantee delivery date and the package is not trackable. We suggest you invest in Prriority Mail International or Express Mail International - both of these services can be tracked and offer a delivery time frame. 

Please be aware that any customs or duty fees charged are the purchaser's responsibility. Once your order leaves OutWest and the United States it is out of our control. If you choose Priority Mail International or Express Mail International, you'll be provided the tracking number but OutWest is not responsible for the length of time it takes to get to your country's postal service. OutWest is not responsible for the length of time it takes to go through your country's customs service.

Contact us directly with the items you are interested in and we can provide a shipping estimate. Provide us with the exact delivery address and items you would like to ship. We will determine that we can ship to that  location and will estimate an accurate shipping charge. Once we have determined the shipping costs we may create your order, with PayPal, or use our website's shopping cart.

We’d like to know what your interests are, what’s hard to find in your neck-of-the woods, and what kind of merchandise you want!  You are welcome to contact us, by e-mail, before placing your order to verify that we can ship your order.

Are you an international business interested in carrying some of our lines? Please contact us directly at outwestshop@gmail.com


Why was I charged 9% sales tax?

If you are a California resident and the shipment is being delivered to a California address, we charge a sales tax based on our tax rate of 9.0%.


Is gift wrapping available?

We are delighted to wrap your gift, however, due to the size and shape of the item we may not be able to wrap. If wrapping is available, complete the gift wrap section on the on-line order form. As another extension of Western hospitality, it is our gift to you. Totally complementary.

If you need an item wrapped that is not offered wrapped, please send us an additional message through the Contact Us form and we will do our best to improvise for you. Although the wrap is free we may need to re-box it and your shipping cost may increase.


What is your privacy policy?

It’s simple. We don’t share any of your information with anyone except as needed to process your payment and ship your order. Read our Privacy Policy


How can I receive notification about new merchandise, sales promotions, and events?

Register for The OutWest Scout! Complete the form under heading Contact Us.


How can I stop receiving notification about new merchandise, sales promotions, and events?

Send an email to outwestshop@gmail.com and write in the subject line “Remove from contact list.”


I’m a vendor, (or sales rep, artist, designer, or craftsman) of unique, high quality merchandise I know your customers will enjoy. What is the best way to reach your Purveyors of Fine Western Goods?

It is our desire to feature American made products, but we realize that fine workmanship and value are not limited by geographical boundaries. And we recognize that a love for the West and Western Lifestyle inspires designers, artists, craftsman, and companies around the world. Although the “West” may refer to a specific territory, in our minds it is without boundaries. We look to artisans near and far who share our enthusiasm for superb craftsmanship and our theme of western heritage with occasional automotive influences.

We are always looking for new suppliers offering quality and originality. Please call or e-mail us. Photos or samples are appreciated.
Let us know what trade shows you will be attending, please  include the dates and booth or showroom number.
Let us know the dates and locations of any public fairs, festivals, or art shows you attend.


View Our Terms & Conditions

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