Shipping Policy/FAQ
+ SHIPPING POLICY +
FREE SHIPPING on orders $150+
**EXCLUDING all boots, cowboy hats, beddings, and rugs. If an item is shipped directly from another vendor, their set shipping rates will apply**
WHEN WILL YOUR ORDER SHIP?
We do our best to get orders out in a timely manner, please allow 2-3 business days for your order to be shipped. The Desert Down warehouse standardly ships packages Monday-Friday until 3pm. Orders placed after 3pm will ship the next day.
Some items are made to order and will have a specific turn around time in the item description. Please be aware that made to order or branded items do take additional time. *Our turn around time does not apply to items shipped directly from the vendor
WHAT IS ROUTE SHIPPING PROTECTION?
We are proud to offer Route Package Protection at checkout to help protect your order against loss, theft, or damage while in transit!
Orders With Route Package Protection:
If you purchased Rout Package Protection at checkout and your package is lost in transit, stolen after deliver, or arrives damaged due to shipping, you must file a claim directly with Route.
Route reviews and resolves shipping claims in accordance with its own Package Protection Policies. Depending o the circumstances and availability, an approved claim may be resolved through a replacement, refund, store credit, or other resolution offered through Route.
Route claims must be filed within Route’s required filing windows:
- Lost packages: For domestic shipments, claims may generally be filed after 7 days without a tracking update and must be filed within 30 days of the last tracking update.
- Marked delivered but not received: Claims may be filed no sooner than 5 days after the package was marked delivered and must be filed within 30 days of the delivery date.
- Damaged packages: Claims must be filed within 30 days of delivery. Photos and/or other evidence of the damaged merchandise and packaging may be required.
HOW DO I FILE A CLAIM WITH ROUTE SHIPPING PROTECTION?
Customers who purchased Route Package Protection can file a claim through Route’s online Resolve Center or through the Route app.
You will generally need your order number or Route ID and the email address used to place your order. Route may request additional information or documentation depending on the claim.
Once a claim has been submitted, Route is responsible for reviewing the claim and determining whether it qualifies for coverage under Route’s current policies.
File a Claim with Route
Route Package Protection Policy
What Route Does Not Cover
Route Package Protection is intended for qualifying shipping-related loss, theft, and damage. It does not replace our regular Return & Refund Policy and generally does not cover:
- Incorrect shipping addresses entered by the customer
- Packages returned to sender because of an invalid or undeliverable address
- Carrier delays when the package ultimately arrives
- Manufacturing defects or product quality concerns
- Normal wear, fit, sizing, or dissatisfaction with an item
- Returns or exchanges
WHAT IF I DID NOT PURCHASE ROUTE SHIPPING PROTECTION?
If you choose to decline Route Package Protection at checkout, your order will not be protected through Route against loss, theft, or damage.
Once an order has been properly packaged, shipped to the address provided at checkout, and accepted by the shipping carrier, shipping-related issues will be handled in accordance with the applicable carrier’s policies.
If your unprotected package is lost, damaged in transit, or marked as delivered but cannot be located, please contact us and/or the applicable shipping carrier so that a carrier investigation or claim can be initiated when available.
Please note: Desert Down Ranch Wear LLC cannot guarantee reimbursement, replacement, or refund for shipping-related loss, theft, or damage on orders where Route Package Protection was declined. Any resolution for an unprotected shipment is subject to the shipping carrier’s investigation, eligibility requirements, and claim determination.
Shipping Delays
Desert Down Ranch Wear LLC is not responsible for delays caused by USPS, UPS, or other shipping carriers after a package has been accepted by the carrier. Estimated delivery dates provided at checkout or through tracking are estimates and are not guaranteed by Desert Down Ranch Wear LLC.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout. Desert Down Ranch Wear LLC is not responsible for packages delivered to an address incorrectly entered by the customer.
If you notice an error in your shipping address, please contact us as soon as possible via email, info@desertdown.com with the correct address so we can update the information promptly. We cannot guarantee that an address can be changed once an order has been processed or shipped. We try to ship orders as soon as possible so you can have your items in hand quickly!
Package Returned to Sender
If Desert Down receives a package back from the shipping carrier due to the address provided being undeliverable, you (the customer) will be responsible for paying the additional shipping cost for the second shipment attempt to the correct address.
An invoice will be sent for the additional shipping cost of a new label, and must be paid promptly. Your order will not ship until the invoice is paid. Orders can NOT be canceled at this point, the second shipment must be paid for and completed. I the invoice is not paid, the order will not be refunded in anyway, and the items will be donated to charity.
You will receive an email from info@desertdown.com if you package has been delivered back to the warehouse for any reason.
International Orders & Customs
Customers are responsible for any customs duties, import taxes, brokerage fees, tariffs, or other charges imposed by the destination country.
Desert Down Ranch Wear LLC is not responsible for delays caused by customs processing or for packages held by customs due to unpaid fees, incomplete information, or other customs requirements.