FAQs
WHEN CAN I EXPECT MY ORDER?
Our crew is working hard to get your order to your doorstep especially during the Holidays! What can you expect? A tracking number to come your way via this email in 2-5 days, (during holidays expect to see some delays) your gear to get to you within your selected time frame, and adventures full of smiles to come in the future. Didn’t receive your tracking number after a week? No stress, my friend! Drop us an email at shop@austinekeler.com and we will make sure that an alien didn’t abduct your goods, a dog didn’t run away with your package, or your gear isn't out alone in the cold. Our fulfillment crew works business days ONLY (Monday-Friday).
Shipping speeds are as follows:
Standard Shipping: 5-7 business days after a carrier receives the shipment.(note: if I order on Friday, my order will ship on Monday and should arrive by Friday).
International First Class: typically 10-20 business days after a carrier receives the shipment.
International Priority: 6-10 business days after the carrier receives the shipment.
Certain countries have custom protocols/checks that may hold up your package longer. Once your order ships, you should receive a tracking link to view the status of your package; if you do not get one, make sure to check your junk/spam folders!
Post Office facilities must collect a Postal Service fee from the addressee for each item on which customs duty or Internal Revenue tax is collected. The Postal Service fee is authorized by international postal agreements to reimburse the Postal Service for costs it incurs clearing items through customs and collecting customs duties at the time of delivery. Click the link below to to view fees based on size/weight
https://pe.usps.com/text/dmm300/Notice123.htm#_c432
I STILL HAVEN'T RECEIVED MY ORDER!
We assure you that we do everything within our power to make sure your order arrives to you in a timely manner. Once a package leaves our facility, it is almost completely out of our control. So, if your tracking notes that your order hasn't moved or that it is in transit, but still on it's way and you would like more info we and USPS/FedEx recommend reaching out to them directly.
If you placed an international order and are experiencing delays, please click the following link USPS International Delay Updates for further information.
All delayed domestic orders please click the following link for USPS Service Disruptions.
WHAT IS YOUR RETURN POLICY?
We provide easy returns and exchanges for US orders placed within 30 days of purchase, and up to 14 days after you initiate the return process. Items purchased in November and December can be returned or exchanged within 60 days of purchase. When returning, please ensure that tags are still intact and that the items are unworn, unwashed, undamaged, and undeniably still beautiful, so that we can give you a full refund. Items that are dirty, stained, smelly and/or covered in pet hair have obviously been used and do not fall under this return policy. Our team will reach out to you with some options, but the exchange or refund will be out of question in these cases.
Return/Shipping address:
Austin Ekeler Orders
171 N Main Street
Sheridan WY 82801
HOW CAN I CHANGE MY SHIPPING or BILLING ADDRESS?
Unfortunately, after an order is placed, the shipping address cannot be changed by the customer. If you've entered an incorrect address, please contact us at shop@austinekeler.com and we will do our very BEST to see if it can be adjusted. Even if you reach out immediately after placing the order, there is no guarantee that it can be changed. USPS fees are charged for intercepting packages and the responsibility of the customer.
HOW WILL MY ORDER SHIP?
We currently ship via USPS.
WHY DOESN'T MY DISCOUNT CODE WORK?
Great question! You can only opt in to one discount code OR promotion, so if you're trying to stack them, it won't work. Also, note that discount codes don't work on sale items.
CAN I USE A DISCOUNT CODE AND OPT INTO A PROMOTION?
So you have an awesome discount code, but want to opt in to a promotion we're having on the site? Well shoot... decisions are hard! You can only choose one, so choose the one that will make you happiest :)
CAN I CANCEL/EDIT MY ORDER?
Things move pretty quickly around here, so should you need to cancel/edit an order, please shoot our team an email at shop@austinekeler.com and they can get the ball rolling for you!
HOW DO I START A RETURN/EXCHANGE?
Not lovin' your gear? You can initiate a return/exchange by logging into your account or by simply sending the product back with a note, letting our fulfillment team know why you're would like a return/exchange. If you have any questions, feel free to email us at shop@austinekeler.com Check out our return/exchange policies in our Returns/Exchanges link on our homepage to see if your order qualifies!
WHAT ARE YOUR BUSINESS HOURS?
Our Online Fulfillment Center is open for fulfillment and answering any questions for you during the following business hours, but please feel free to reach out at any time and we will get back to you as soon as we get back!
Monday - Friday : 8am - 430pm (MST)
Saturday/Sunday : CLOSED
Christmas Day : CLOSED