Refund, Exchange and Shipping Policy

Refund, Exchange and Shipping Policy

READ ALL Instructions and Policy Statements on this page BEFORE Placing Your Order. AFTER reading our Refund, Exchange and Shipping Policy then fill out the correct order form you need to place your order by consulting the information at the top of this page. You may wish to print a copy of our policy off for future reference.

Guarantee

We have no control over how you use or care for any product you purchase. Therefore we do not guarantee how long an item will serve you. You must exercise good sense in how you ue and care for your product for maximum service. We are always glad to answer care questions.

Refund and Exchanges

Sorry no refunds or exchanges in most cases.

We will work with you on items we can to make exchanges that are not custom made to fit you. Example, some items such as shoulder straps maybe exchanged for longer or shorter items only. Customer pays shipping both ways on exchanges. Check with us before sending any item back.

All items returned for exchange must be unused, in the conditon they were shipped and returned to us pre-approved and within 10 days of the ship date on your postal label.

We do not refund the shipping fee on exchaned items. Customer pays return shipping on any item sent in for refund or exchange. We do not refund insurance fees.

We are not responsible for lose or damage to any item you ship to us and we highly suggest you insure any item you ship. Failure to do so is at your risk not ours.  We will not ship any items to you uninsured. Be sure and add insurance/handling to cover the value of your item. See Chart On Order Form.

No cancelation after payment is made. However in very rare cases where extenuating circumstances exist we will OK a cancelation but there is a 25% restocking fee.

Be sure you want to purchase the item(s) before placing the order. Feverous orders delay other customers orders and cost us time and materials running up prices. While a no refund policy may seem harsh it was brought on by customers placing large orders and then after

we cut parts and committed material and time to the order canceling before paying. Others attempted to returned used goods. This resulted in those in line below them having to unfairly wait longer and we do not feel this is fair to our customers who place their orders in good faith, pay promptly and wait patiently for their orders.

Need Help Before Ordering?

If you need help or have questions before sending in your information just contact us. We will be happy to walk you through the process. But in the end you must read and follow instructions if you want your footwear to fit you and to succesfully order the right style, size or color of other items.

Shipping

We ship all items via U. S. Priority Mail which is normally 2-3 business day service. However, if your package is delayed we have no control over the United States Postal Service. We do put delivery tracking and confirmation on your package at no extra charge to you to assist in locating your package should it be delayed.

You will get an e-mail notice when your package ships out with the ship date and your delivery tracking code off your shipping label so you may track your inbound package. It may take time for the information to post to the U S Postal Service website.

Lost or Damaged Packages: In the event your package does not arrive in a reasonable amount of time we will be happy to assist you in attempting to track the package. In the event it is lost or damaged we will be happy to help you claim your insurance. But you must file the claim for the loss with the post office. In many cases you may do this on the U S Postal Service website at www.usps.com

What is the Insurance and Handling Fee?

We Pay the U S Priority Mail Postage. The customer pays for insurance and handling. The insurance and handling fee covers the cost of postal insurance plus the handling cost associated with preparing, packing, labeling and material cost associated with shipping a package.

The insurance and handling fee is based on the total value of the order rather then one flat fee keeping it as fair as possible for all customers.

Delivery Time For Your Custom Made Order

We custom make to order all footwear, accoutrements, knapsacks, haversacks, belts and other gear we sell right here in our shop in Neosho.

We start each item AFTER you commission us to make your custom made item(s) for you. So please remember, Custom Made items take time to create. But the resulting products are far superior to the mass produced products that ship immediately. If you have a deadline you must have your equipment by or other time restrants contact us to see what our current production time is running. We will do our best to give you an accurate estimate of how long you are looking at waiting before your new custom made item(s) can ship out to you.

Frequently Ask Questions

Do Your Do Rush Orders? I am in a hurry so can I pay extra and get my order moved up to the top of the list?

No, Don't Ask. We feel each and every customer is equally important. We take the orders in the sequence they arrive. The 15 year old bag boy at the corner market who worked all summer to buy his Civil War equipment and footwear is just as important to us as the CEO who can easily buy his way to the front of the line. We just don’t think it’s fair so we won’t do it. Don’t ask.

What if I have an event I would really like to have the items I am ordering arrive in time for, can I do anything to improve my chances of this happening?

Yes, first of all order well in advance of the event. Don’t’ wait till the last minute we have a heavy workload of orders and it takes time to get to everyone.

Make sure you follow with great care all the instructions for measuring your feet, fill out your order form carefully, neatly and in full. PRINT, don’t scribble information we can't read and will have to contact you about.

Give us your phone number(s) and e-mail address by neatly printing or typing them on your order form so we can contact you quickly if we have questions. If your e-mail has numerals, upper or lower case letters make sure we can tell. Don’t call us daily to check on your order, this just slow us down and cost you more time.

Finally clearly print at the top of your order form in red ink (or highlight) and give the date of the event you plan to attend and the last day you will be home to get your package. We will do all in our power to get your stuff to you on time. But remember we have no control over your package once it leaves our hands at the post office it will require a signature to receive. If you will not be home during the day or you can not go to the post office to pick it up after they leave a notice. You may wish to have your package sent to work or friends house and in most places you can have the package held at the post office for pick up during normal business hours. There is a fee for this service by the post office, see our order for details.

But What If My Footwear Doesn't Fit?

We make the footwear to fit the measurements you provide. You must provide us with accurate measurements and tracings if you want your footwear to fit you. We sell footwear world wide and our record of making well fitting footwear speaks for itself by the number of happy customers, repeat customers and the many recommendations given for our products.

Style or Model Correctness

We are not responsible for you obtaining the correct style or model

used by your unit. If in doubt check with your unit before placing order.

Do You Do Repair Work and Adjustments?

Yes, we will happily make small adjustments and simple repairs (We determine what is small and what is simple.) at no cost to the customer. Major repairs, new soles and other repairs and adjustments

is at the customers expense. Call for current prices before shipping.

Return Shipping Cost on Repair and Adjustments

Customer pays postage, insurane and handling both ways.

Do Not Ship Repairs Until You Contact us for current cost and pre-approval from us to send in for repair..

Contact us Before Shipping and Do Not Ship anything without at least enclosing $20.00 to cover return shipping and insurance. Any Packages sent without return shipping and left here over a ten days is subject to being disposed of at our discretion. We are not responsible for packages that come in without return shipping.

Customer are responsible for paying shipping BOTH ways on any item(s) sent to us for any reason. We are not responsible for lose or damage to any item you ship to us and we highly suggest you insure any item you ship.

Failure to do so is at your risk not ours.  We will not ship back any

items to you uninsured. Be sure and add insurance/handling to

cover the value of your item. See Chart On Order Form.

However, the minimum amount of insurance is $100.00. All returns also have delivery tracking and confirmation placed on them by us at no extra charge for your protection and peace of mind.

Where do you get your items from to sell?

We make what we sale right here in our shop in Neosho, Missouri.

We do not purchase cheap overseas items and try to pass them off to you as hand-made American goods as some sutlers do.We use only top quality materials and leather that meet our tight specifications.

We buy the best leather for the type of product we plan to make from the best tannery for that type of leather. We will never sacrifice quality to save a few bucks to try and offer the lowest priced item for sale. We do not use junk and we will not make junk and try to pass it off to you to use. It is just that simple.

How do I know what I purchase is historically correct?

For the past 35 plus years we have strived to constantly improve our products by collecting as many original examples, patterns, tools and specifications for our reproduction Civil War era products as possible. We are constantly researching period documentations and viewing original items.

If you want highly detailed historic information and documentation on any item you wish to buy we will be happy to provide you with it for a fee. Check with us for cost.

Can I just ask for a size and not bother with all the measuring and tracing you ask your customers to provide to place a footwear order? Wouldn’t they fit well enough? After all I have things I'd rather be doing.

No, we need your tracing, measurements and modern day shoe size to properly fit you. Only by doing this can we make you a pair of properly fitting boots or shoes. If you want ill fitting junk there are plenty out there willing to accommodate you. We want to provide to our customers historically correct, well fitting and well-made footwear. We will not take short cuts!

Can you ship anything I see on your site out the next day?

No, not unless it clearly says "Ships Next Day After Order Is Received" in the description. We can ship out footwear care products, buttons and other similar small items usually within two days. All other items are custom made to order.

We do not keep items in stock to offer the large variety of items we do and to give you the best fit in footwear. We make up your items after we receive your order. We make what we sale right here in our shop in Neosho, MO. We do not buy cheap overseas junk and stock it to drop out when we get an order. If you want quality leather goods and excellent fitting footwear you must give us time to hand-make them for you.

I would like to have something I do not see on your site is there any chance you would make it for me?

Yes, but you need to e-mail or mail us as much information as you can on what you would like. We need good photos or sketches, any specifications and dimensions that apply and any documentation you may have on the item. We will take a look at it and if we feel we can make it for you we will give you a price quote and approximate delivery time.

7) What if I have an event I would really like to have the items I am ordering arrive in time for, can I do anything to improve my chances of this happening?

Yes, first of all order well in advance of the event. Don’t’ wait till the last minute we have a heavy workload of orders and it takes time to get to everyone.

Make sure you follow with great care all the instructions for measuring your feet, fill out your order form carefully, neatly and in full. PRINT, don’t scribble information we can't read and will have to contact you about.

Give us your phone number(s) and e-mail address so we can contact you quickly if we have questions. Don’t call us daily to check on your order, see question 10 below.

Finally clearly print at the top of your order form in red ink (or highlight) and give the date of the event you plan to attend and the last day you will be home to get your package. We will do all in our power to get your stuff to you on time. But remember we have no control over your package once it leaves our hands at the post office it will require a signature to receive. If you will not be home during the day or you can not go to the post office to pick it up after they leave a notice you may wish to have your package sent to work or friends house.

How can I find out if you have received my order?

You have us sign for the postal delivery by placing delivery confirmation or tracking on the order when mailed. Or you may contact us by e-mail or phone. E-mail will work the best and quickest. If you e-mail us give your full name, address and a general description of what you have ordered. Allow 5-7 days for a first class mailing  to arrive BEFORE contacting us.

Can I check to see how far along my order is in your system so I can estimate when I will be getting my stuff?

You may check to see if we have received your order but then please give us time to make the item9s). We can’t stop you from checking every five minutes but keep in mind the more e-mail and phone calls we answer the less work gets done in the shop.  But if it has been over 30 days Please Do Check With Us. Things can happen sometimes. But give us at least 30 days after you confirm your order has been received before you check again.

How will I know if you sent my package yet?

When you clearly print or type your e-mail we can send you a notice that your package shipped along with your delivery confirmation number. The e-mail will be from the United States Postal Service informing you a package has been sent to you by our company and with a delivery confirmation number. This will allow you to track your package by calling 1-800-222-1811 or accessing the postal service website www.usps.com. Call or log on and enter the delivery confirmation number to track your package.

Why can’t I just tell you I will take full responsibility and you just ship my package uninsured? After all I have never lost anything in the mail, why buy insurance.

To protect you and ourselves in the event your package is lost or damaged in the mail you must insure it. We make no exceptions. This way if your package should be lost or damaged in the mail you are covered financially.

IF YOU HAVE OTHER QUESTIONS-Feel free to contact us by e-mail, phone or mail and we will be more then happy to assist you. Our contact information is on all order forms and on all our webpages.