Return, Exchange, and Cancellation Policy
Important: Orders over $99 qualify for free shipping via USPS (Postal Service). RiverTrail requires an Adult Signature on packages valued at $200 and over. Therefore, if you are unable to sign for the package during the scheduled delivery, you may wish to have the signature requirement waived. PLEASE INCLUDE A NOTE WITH YOUR ORDER UNDER SPECIAL INSTRUCTIONS IF THIS IS YOUR PREFERENCE. Once the package is released from RiverTrail with an Adult Signature requirement, we are absolutely unable to waive the requirement. Should you opt to waive the signature confirmation, please be aware that you are responsible for the shipment once it is delivered to your address.
Customers with Returns / Exchanges have the following options:
1.) Refund original method of payment minus 10% re-stocking fee.
2.) Exchange for a different item or the same item in a different size.
3.) Accept an online store credit for the full amount of the original purchase.
****PLEASE DO NOT USE THE BOOT BOX AS THE SHIPPING BOX AS IT DAMAGES OUR PACAKAGING! PLEASE PLACE THE BOOT BOX IN A SEPARATE BOX FOR EXCHANGES / RETURNS!!!! CUSTOMERS WHO USE THE BOOT BOX TO SHIP WILL BE CHARGED A $20 HANDLING FEE!****
Returns and exchanges must be returned within 14 days. The return period spans from the day product is received by the customer until the day RiverTrail receives the product back in store. Therefore, allow time for your preferred method of shipping to qualify for the 14 day window. Customers are responsible for the cost of shipping boots back to RiverTrail. No call tag or return label will be included or issued to customers from Rivertrail.
We strive to keep the latest, most exclusive boot styles in stock. In addition, many of the boot styles we carry are hand made to order. We urge customers to call us with any questions before ordering to ensure that sizing and styles will be satisfactory. For returns and exchanges, RiverTrail will be happy to assist with questions concerning styles, fit, etc. in an effort to find customers a product from our website they will be completely satisfied with. Please call us at 828-234-8032 with direct concerns.
In order for a product to be returnable or exchangeable we require the following:
Products must be in the condition you received them and in the original box and/or packaging. Product must have original tags and must not have been worn, laundered or altered from its original condition.
TO RETURN AN ITEM FOLLOW THESE STEPS:
1.) Login to your account, view the order using the "Completed Orders" link under the “My Account” menu and click the Return Item(s) button.
2.) Please fill out all fields as to why the item is being returned. Print out the page for your records.
3.) Package item into original packaging making sure all labels are still attached. Please make sure to include packing slip/invoice in order to better allow us to reference your transaction and proceed with the return in the most timely matter. Please note which option you would prefer on your original invoice : 1.) Refund minus 10% re-stocking fee or 2.) Store Credit. Send returns to:
3313 Highway 64 East
Advance, NC 27006
4.) Once your return is received and inspected, your credit will be issued as you requested. Please allow 7-10 business days for refund transactions to take place. Requests for Online Store Credit will be issued immediately, and you may log in to your online account with RiverTrail to apply the store credit to another product at your convenience.
TO EXCHANGE AN ITEM FOLLOW THESE STEPS:
1.) Login to your account, view the order using the "Completed Orders" link under the My Account menu and click the Return Item(s) button.
2.) Complete the Questionnaire. Select the appropriate option under ‘Return Reason.’ Under the ‘Return Action’ prompt, please select ‘Replacement.’ Under the ‘Comments’ section, please type the item number, description, and size of the new product you wish to receive. Print out the page for your records.
3.) Package item into original packaging making sure all labels are still attached and make sure to include packing slip/invoice in order to better allow us to reference your transaction. Please also note on your original invoice the style number and the size you wish to exchange for.
Send exchanges to:
3313 Highway 64 East
Advance, NC 27006
4.) Once your exchange or ‘replacement’ request is received and inspected you will receive your new product. Please note that RiverTrail will offer free freight ONCE for exchanges. Upon the second exchange, freight will be at the customers expense.
All 'Clearance' items are final and may not be returned for a refund. Special rules may apply to Promotional Sales.
RiverTrail will only offer free freight ONCE for exchanges. Upon the second exchange, freight will be at the customers expense. In the case of refused or unclaimed shipments sent back to RiverTrail, freight back out will be at the customers expense.
Once customers place an order on the RiverTrail website, the credit card provided is immediately charged. ANY pre-order cancellation prior to shipment is subject to a $30 processing fee. When pre-ordering, keep in mind the delivery method. Pre-Orders ship out as received in our warehouse. If you will be out of town during the expected delivery date, you may want to request that we call before shipping out your order to ensure you receive your package in the most timely manner. (You can request the waiving of a signature for a pre-order under the comment section during check out!)
Cancellation Processing Fee
ANY order cancellation prior to shipment is subject to a $30 processing fee.
We are currently set up to ship within the continental United States, and a limited number of other countries. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Contact us by phone or e-mail for shipment to countries not currently available through our shipping system or with any special shipping requests or questions regarding specific product restrictions. Generally, free shipping applies only to the continental United States. SPECIAL NOTE: ALL Import taxes, including VAT, import duties, etc. are paid by customer.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Shipping weights include handling charges.
Products are shipped Monday-Friday. Orders received after 10 am will be shipped the following day.
E-mail confirmation: An e-mail confirmation that we have received your order will be sent within 24 hours of the next business day.