Frontier Outfitters Customer Service
Frequently Asked Questions
What is your standard shipping?
What is your standard shipping?
Frontier Outfitters orders typically ship with UPS. UPS Ground shipping option is free for all orders over $150, excluding the Furniture category. Free shipping is automatically applied in the Cart.
Items shipping from fulfillment centers may ship UPS, FedEx or USPS.
Typically, stock inventory items ship within 2-3 business days. Items that are made to order like bedding and furniture usually have a longer lead time. The estimated processing times are usually listed for each item on the product page. Please check the lead times before placing your order. If you are unsure of the lead time, please call us at 281.914.4670.
Standard UPS Ground delivery takes around 3-5 business days. For stock inventory items, you may choose an expediated shipping option (Next Day, 2nd Day, 3 Day).
How do you ship Furniture and Oversized Items?
If you place an order for an item from the Furniture category or heavier than 100 lbs, you will not be able to select a shipping method in the Cart. Your shipping method will say "Will Call To Finalize the Order". After you place your order, we will contact you with a real time shipping quote to finalize the shipping cost/method BEFORE we process your credit card.
Due to the large size and weight of furniture shipments, most pieces are shipped by a freight company. You will be notified by e-mail before delivery, and the carrier will contact you by phone to set up a window for your delivery appointment.
Do you accept International Orders? How do you ship them?
Yes, we do accept international orders. However, due to the complex shipping cost calculation and customs issues, international orders can not be placed through the website. To place an order from outside the USA, please send completed International Order Form (click HERE to download PDF form) to firstname.lastname@example.org, fax it to 1.866.925.1157, or call us at 1.800.535.0581 for further assistance.
International orders up to 4lbs ship with US Postal Office First Class Mail International Parcel service (cost around $10-20 depending on the destination country). No tracking service is available for this shipping method.
Packages over 4lbs ship via USPS International Priority Mail service. Tracking service is not available for these shipments. The real shipping cost for international orders over 4lbs (including Canadian orders) will be provided to the customer prior to shipment.
The customers are responsible for all duties and taxes in the destination country.
There is $10 handling fee for all international orders.
International orders under $200 are final sale (no returns), unless the customer is willing to cover all shipping costs for the return.
What is the processing time? How about the long lead time items?
Typically, stock inventory items ship within 2-3 business days.
Items that are made to order (most of the bedding, furniture, some art pieces and custom gifts) usually have a longer lead time of 2-3 weeks.
Double D Ranch is the only vendor that requires a lead time longer than 3 weeks. The processing times for Double D Ranch bedding items are between 5 and 10 weeks.
The estimated processing times are usually listed for each item on the product page. Please check the lead times before placing your order. If you are unsure of the lead time, please call us at 281.914.4670.
Do you have a retail store? Where is your corporate office?
We currently do not have a retail store. Our corporate offices and distribution warehouse are located in Houston, Texas at 8203 Willow Place Dr, Houston TX 77070.
Our Customer Service line is available Mo-Fri 9.00AM to 5.00PM CST at 1.800.535.0581 (toll-free).
If we miss your phone call while assisting other customers, please do leave a message and we will return your call very shortly.
Do you offer gift wrapping service?
We try to offer a free gift wrapping service for most items in the Gift category. Unfortunately, we can not guarantee a gift service for every item we carry. To be sure if your item can be gift wrapped, please check with us before placing your order at 281.914.4670.
Please request a gift wrap in Item Notes field in the Cart. You will find it right under the line item you added to the Cart. You can also enter your personal message in the same field (Item Notes).
Our gift wrapping includes elegant western style wrapping paper/tissue, brown string and a Frontier Outfitters tag/label. Your personal message will be printed out on the Packing Slip.
Returns? Quick, Easy & Hastle-Free
Should the product purchased from our Frontier Outfitters online store or catalog not meet your expectations, you are welcome to return or exchange this product within 30 days of the shipment date. Please see below the list of items that are non-returnable, non-refundable, and when a restocking fee applies.
There is no refund of shipping charges, unless the product is defective or damaged.
To return an item, please Call our Customer Service Department at 1.800.535.0581 or email email@example.com to receive your Return Authorization number. Please mark this number on the outside of the box. Products returned without this number might take longer to be refunded.
On the original Packing Slip or Email Confirmation, please indicate the items you are returning and kindly state the reson for your return (helps us improve our customer service).
Please send the package securely wrapped, prepaid and insured if the product value is higher than $100. All items must be returned in the original product packaging.
There are no restocking fees for returned items, except furniture (20% restocking fee). Shipping and insurance costs are covered by the customer and are non-refundable.
Which items are Non Returnable?
The following items can not be returned:
Customized items, Final Sale items, items on Special Order, food, soaps, sheets/bed linens that have been opened, all cut fabric.
We cannot accept returns of merchandise that is used, laundered, or soiled.
Can I return Items Made to Order?
Because items that are made to order are not stocked items, you can still return them within 30 days but a 15% restocking fee will apply. The returned items cannot be used, laundered or soiled and have to include the original packaging. The customer covers the shipping cost for return, unless the item was defective or damaged in shipping.
What is your Coupon Policy?
Special offers are valid only during the promotional time advertised. To take advantage of these offers, the coupon code must be used, otherwise the discount will not apply. Customers cannot use more than one coupon code per order.
Which items are Non Refundable?
Merchandise marked On Sale, Discounted or under other Promotions may not be returned for a cash refund. Sale or Discounted merchandise may be returned for exchange or In Store Credit only.
We make every attempt to process returns and exchanges as quickly as possible. It usually takes us around 5-10 working days to process your return. There is no refund of shipping charges, unless the product is defective or damaged.
How can I cancel my order?
Orders cancelled within 24 hours from placing your order will be fully refunded. After 24 hours your order might have already been processed. If already shipped, it will be considered a return.
For products with lead time over 2 weeks, a 10% fee will be charged for cancellations after 7 days from placing the order, if the item hasn't been received yet. The purpose of this fee is to recover bank charge fees related to the transaction.
Do you offer a Print Catalog?
We currently don't offer a print catalog but hope to launch one soon. You can subscribe to receive the future catalog at the botton of the page.
How can I order Free Fabric Swatches?
Color discrepancies are a common problem when shopping online, especially for bedding and fashion items. To make it easier for our customers, we offer free fabric swatches for most of the made-to-order bedding items. This way your product will look exactly the way you want.
You may order free swatches by calling Anna at 281.914.4670 or by emailing us at firstname.lastname@example.org. Don't forget to provide a name or SKU number of the product you are interested in and the mailing address.
Any other Questions?
Once again, thank you for being our valued customer. If you have any other questions we haven't addressed or need assistance placing your order online, please don't hesitate to call us!
1.800.535.0581 (Customer Service Line, 9am - 5pm CST).