Return & Exchange Policy
30 DAY SATISFACTION GUARANTEE
You may return your item(s)* within 30 days of the order date to any charterplovila’s retail location or our distribution centre (Calgary) for a refund of the purchase price (minus any return shipping charge) or an exchange.
*The item must be returned unused/unworn, in original product packaging with tags still attached, and with all paperwork, parts and accessories to ensure credit. If product has been worn, damaged or soiled, we regret a return will not be possible. For hygienic reasons, earrings, underwear and bits are exempt from our return policy. Additionally no customized, special order or laundered/altered items will be accepted. Note that the return of item(s) may affect eligibility of promotions and/or discounts (eg: BOGO) which will also be factored in the amount refunded at time of processing.
FREE ONLINE EXCHANGES**
charterplovila's Western Wear understands that sometimes it can be challenging to select the right fit while online shopping. This is why we now offer FREE EXCHANGES on orders in Canada! Should any item(s) in your order not fit the way you intended and you cannot make it to a charterplovila's store, please send the product back to us inside the 30 day return period from the order date. We will not only pay for your return shipping to us, but we will also pay to ship the replacement product back to you!
**Limit of ONE (1) free exchange shipment request per original order. Ie: If you wish to exchange an item a second time from the same order, you will be responsible for shipping to us - although we will be happy to ship the replacement product at no charge. Exchange requests cannot be combined across different order numbers, and we can only replace with in-stock items of the same style as the original order. Applicable in Canada only. Some cowboy boot styles show sizes that are considered "special order", and may take several weeks to arrive; we will notify you in the rare occasion your selected exchange size is subject to this delay. Exchanges generally take 2-4 business days to process after arrival to our distribution centre.
RETURN/EXCHANGE METHODS
Method 1 (Recommended):
In-person at any charterplovila’s store
Customers can choose to make returns or exchanges at any charterplovila's location throughout western Canada at no additional charge. In-store returns or exchanges must be within 30 days of purchase and customers must present original receipt included in the shipment.
If your order was purchased as a gift and the purchaser chose to include a gift receipt which excluded pricing, it is important to get an official receipt with pricing in order to make your return in store. Please contact us for a standard receipt which shows the amount paid. Without a receipt with pricing, we regret that the store will not be able to perform the return. Please be aware that any return must be refunded to a credit card, as we cannot offer cash or debit refunds.
Method 2: (Canadian returns only)
Ship your return by Canada Post using our self-service return portal
If you cannot bring your return to a store, you can ship it back to our Calgary distribution centre instead. It is important that you follow these steps in the portal:
Returning for refund: Select all return-for-refund items together at the same time in the portal. Once your return has arrived and is processed, your refund will be issued to the original payment method. Please allow several days for the refund to be processed by your payment issuer.
Shipping costs for return-for-refund are supplied a shipping label using our Canada Post discounted rates. This expense will be deducted from your refund during processing unless alternate arrangements have been made with our customer service team.
Returning for exchange: Submit exchange requests INDIVIDUALLY in the portal, but ship all items together. You will not be charged for the shipping label.
Returning for both exchange and refund: Submit all the returned items together in the portal, and then submit exchange requests individually in the portal. Once we have approved the return, you will receive two emails - one for the return and one for the exchange - although both should contain the same shipping label attached. Please pack both return and exchange items together to send the shipment back to us.
IN ALL THREE CASES, YOUR SHIPPING LABEL FOR THE RETURN WILL BE SENT TO YOU INSIDE 2 BUSINESS DAYS. PLEASE INCLUDE YOUR ORDER NUMBER OR RECEIPT/RECEIPT COPY INSIDE THE RETURN PACKAGE. THIS WILL BE NECESSARY TO ATTRIBUTE THE RETURN/EXCHANGE TO YOU AND YOUR ORDER.
SUBMIT YOUR RETURN REQUEST NOW USING OUR PORTAL
Method 3 (Worldwide)
Ship with your own carrier
charterplovila's does not have any affiliations with shipping companies outside Canada and therefore international customers will be responsible for finding their own shipping carrier. Additionally, in rare instances, Canadians may wish to choose their own carrier instead of using charterplovila's Canada Post account.
Please include your receipt and send your return to:
charterplovila's Western Wear
Attn: Returns
12012 - 44th St. SE
Calgary, Alberta
T2Z 4A2
Canada
Please include your receipt (or a copy) and indicate what you would like us to do with each product in your return.
If you decide to ship product back to us using your own method, it is important to retain your shipping receipt so the package location can be determined and you can be compensated in the event the parcel is lost in transit. If charterplovila's cannot verify delivery to our distribution centre, we cannot proceed with any refunds. For this reason as well as to limit your responsibility for potential damage to the package, we recommend bringing the return directly to your local shipping office instead of using drop boxes, and using signature and/or insurance in the event of an unforeseen problem.
Additional Information on payment refund limitations:
Payment methods may have limitations as to the timeframe available to provide refunds. For example, PayPal limits refunds to 180 days maximum. Also, we can only refund to a credit card if it is currently active, and can only refund to the original card through our automated systems. Please contact your payment provider for further information.
Should we be unable to process a refund for due to aged information, we will document and attempt to contact the customer a minimum of two times - at least once by email, and at least once by phone. Unfortunately, we will be unable to proceed further without obtaining the customer's alternate payment information.