Return, Exchange, and Cancellation Policy

As agreed upon at check out in RiverTrail's previous Return Policy Terms & Conditions, orders placed prior to April 7, 2012 are eligible for refund to the original method of payment minus RiverTrail's 10% re-stocking fee. Customers may avoid the re-stocking fee by taking a store credit for the full amount of the purchase. Please call 336-998-8800 with direct concerns.

Effective immediately on orders placed April 7, 2012 and after.

Returns and exchanges are eligible for STORE CREDIT ONLY and 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.

Our strict STORE CREDIT ONLY return policy is due to our very competitive pricing and free shipping. 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. Call us at 336-998-8800 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 issue store credit in the most timely matter. Send returns to:

RiverTrail Mercantile

3313 Highway 64 East

Advance, NC 27006

4.) Once your return is received and inspected, your store credit will be applied under your account at our website. 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. Send exchanges to:

RiverTrail Mercantile

3313 Highway 64 East

Advance, NC 27006

4.) Once your exchange or ‘replacement’ request is received and inspected you will receive your new product, and ANY REFUNDS OR EXTRA CHARGES WILL BE TAKEN CARE OF UNDER YOUR ONLINE ACCOUNT AS STORE CREDIT. Please note that RiverTrail will offer free freight ONCE for exchanges. Upon the second exchange, freight will be at the customers expense.

Non-Returnable Merchandise

All 'Clearance' items are final and may not be returned for a refund. Special rules may apply to Promotional Sales.

Freight

RiverTrail will only offer free freight ONCE for exchanges. Upon the second exchange, freight will be at the customers expense.

Pre-Orders

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 $20 processing fee.

Cancellation Processing Fee

ANY order cancellation prior to shipment is subject to a $20 processing fee.

Shipping Policy

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.

Should you opt to waive the signature confirmation, please be aware that you are responsible for shipment once it is delivered to your address.

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.