Contact Us

Need to get ahold of us?

Email us at This is our only monitored customer service email. Questions to any other email address will NOT be answered.

Online Customer Service Hours

Our online customer service department operates Monday - Thursday from 9am-4pm EST and Fridays 9am-Noon EST. Please allow at least 48 business hours for your inquiry to be answered. We can be contacted through email at or through social media. Order status inquiries or general questions sent to any other email address will NOT be answered.


All orders are shipped using 2-5 day shipping. We cannot guarantee any delivery dates. We ship using the option selected by you at checkout. First class packages do NOT include insurance, so if your package is lost you will not be able to make a claim with USPS. If you want your package insured, you must purchase Route purchase protection at checkout. All shipping claims are handled exclusively by Route. For our customer's convenience Route is automatically added to your order unless you select decline coverage in your cart. If you need a rush order please contact us before purchasing to see if we can accommodate your timeline. We usually ship all packages on Monday and Thursday mornings. We have a standard order processing time of 1-3 business days. During the holiday season or significant sale weeks (tent sale and birthday sale) the processing time is extended to 2-5 business days. Our  processing time is in addition to the number of days it takes the mail carrier to ship your package. You will receive an email with your tracking number when your order ships. We do not refund or replace items that have been marked as delivered by the shipping carrier. If your package is lost during transit, upon request we will provide you with pictures of the drop off receipt so you can open a claim.


All boots and bells are handwash only. We recommend cold or lukewarm water with minimal detergent.


While we do our absolute best to have our dyed and airbrushed products stay as vibrant as possible for as long as possible, they will eventually fade. Even factory dyed boots and bells fade eventually. Proper care and washing will extend the life of the color. We cannot guarantee the longevity of the color on our products due to the differences in how people use, care for, and store their boots.