Frontier Outfitters Customer Service
Domestic Shipping Information
Packages that ship from the Frontier Outfitters warehouse in Houston, TX, are sent typically via UPS Ground or USPS Priority service. Packages that are shipped from our other warehouse locations will ship UPS, Fed Ex or through freight carriers for oversized items such as furniture.
Orders ship within 2 days when in stock, except bedding and furniture items that have usually longer lead times. Standard delivery takes around 3-5 business days. For in stock items, you may choose 2nd or 3rd day delivery service.
The lead times for bedding vary from one week to ten weeks. The estimated lead times are always indicated on the product page for each item.
The lead times for furniture may vary from 4 to 14 weeks. Please check the lead time information for each item on the product page.
Currently, we offer FREE SHIPPING to all orders over $150 for all items, except the furniture category. The free shipping is applied automatically in the cart, no need to use any coupons or discount codes.
Shipping of Furniture and Oversized Items
The stated furniture shipping cost is for common freight carrier shipping. Common freight carrier delivery may require multiple carriers depending on your location and the remoteness of your delivery destination.
Upgrades and expedited furniture orders (blanket wrap, non stop, carried into the home/office) shipping may generate additional costs. You need to contact our sales staff if you require an upgrade to your shipping of furniture. A new Delivery Cost will be quoted to you at this time.
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.
Deliveries are typically Monday through Friday. Because home furnishings, rugs, lamps and other large items are heavier and bulkier than most, shipping costs are higher. A delivery cost has been added to these items; this charge is listed following the item description. All delivery costs apply to deliveries in the contiguous 48 states. Certain areas may require an additional charge. Please call our Customer Service Center at 1-800.535.0581 for shipping rates to Alaska, Hawaii, US Possessions and foreign countries.
Shipping & Processing of International Orders
International orders can not be placed through the website store due to the higher shipping and handling costs. To place an order from outside the USA, please send completed International Order Form (click HERE to download PDF form) to sales@frontieroutfitters.com, 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 $10-15 depending on the destination country). No tracking service available.
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.
Business Hours
Our Houston Design Center is open Monday through Friday from 10.00AM to 5.00PM CST. Orders are processed every day, except Sunday.
Our toll-free Customer Service phone line is available 24/7 at 1.800-535-0581.
Gift Wrapping
We gift wrap all orders that include gift message. The gift message should be entered in the field ITEM NOTES below each item in the cart. You can enter the message once the item has been placed in the cart.
Our gift wrapping includes elegant western style wrapping paper/tissue, ribbon or brown string and a leather/wooded Frontier Outfitters tag. Your gift message will be printed out and delivered inside an elegant greeting card.
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.
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 sales@frontieroutfitters.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 the reson for return.
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 packaging.
There are no restocking fees for returned items, except furniture (20% restocking fee). Shipping and insurance costs are covered by the customer and non-refundable.
Non Returnable Items
Customized items, items on Special Order, food, soaps, sheets/bed linens that have been opened, all cut fabric are non returnable.
We cannot accept returns of merchandise that is used, laundered, or soiled.
Coupons
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.
Refunds
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.
Cancellations
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 10 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.
