Thursdaynboots Customer Service Policy

At Thursdaynboots, we craft outdoor gear—boots, clothing, outerwear—with three core values: iconic style, reliable performance, and eco-conscious innovation. We bring that same commitment to every interaction with our customers. This Customer Service Policy outlines how we support you, whether you’re asking about a waterproof boot’s durability, need help with a return, or want to join our “Old Boot Recycling Program.” Our goal is to make your experience as trusted and thoughtful as the gear we design.

1. Our Service Promise

Every interaction with our team is guided by the same principles that shape our products:

  • Transparency: We’ll give you clear, jargon-free answers—whether it’s explaining the eco-materials in a jacket, detailing shipping timelines, or walking you through a refund. No vague promises, just honest information.
  • Expertise: Our team knows our gear inside out. We can help you pick the right boot for hiking vs. city wear, advise on caring for recycled-leather products, or troubleshoot fit issues—because we want your gear to work as hard as you do.
  • Responsiveness: We aim to reply to all inquiries within 24-48 business hours (excluding weekends and holidays). For urgent needs—like a missing order before a camping trip—we’ll prioritize a fast resolution to get you back on track.

2. Order Support

a. Tracking Your Order

Once your gear ships, you’ll get a “Shipping Confirmation” email with a tracking number and a direct link to monitor your package. This email also includes quick tips: how to break in new boots, how to care for waterproof outerwear, or details on our recycling program (if you ordered boots).

If you don’t see the email within 24 hours of placing an order:

  • Check your spam or promotions folder (emails from Thursdaynboots often land here!).
  • Log into your Thursdaynboots.com account and go to “Order History”—your tracking info will be there.
  • Email us at [email protected] with your order number, and we’ll resend the link immediately.

b. Changing or Canceling an Order

We process orders quickly to get your gear to you fast, but we’ll help adjust things if you need to:

  • Changes: Want to update your shipping address or switch to a different boot size? Reach out within 1 hour of placing your order—after that, orders are usually packed (especially for popular styles) and hard to modify.
  • Cancellations: Need to cancel? Email us with your order number within 1 hour of submission. If we haven’t shipped your gear yet, we’ll cancel and issue a full refund (see Section 4 for timelines). If it’s already on its way, you can return it once you receive it (per Section 3).

3. Returns & Exchanges (For Gear That Fits Your Needs)

We want your Thursdaynboots gear to be a perfect match for your adventures. If it’s not, here’s how we help:

a. Eligibility

  • You have 30 days from the delivery date to return or exchange items.
  • Gear must be in original condition: unworn (no scuffs on boot soles, no signs of wear on jackets), with all tags and packaging (like our eco-friendly dust bags). We can’t accept returns for gear that’s been used outdoors—this keeps our exchange stock ready for other customers.
  • Custom items (if available, like personalized boot engravings) are final sale.

b. How to Start a Return/Exchange

  1. Email our team at [email protected] with:
  • Your order number
  • The item (e.g., “Hiking Boots, Size 10,” “Waterproof Jacket, Medium”)
  • A brief reason (e.g., “too small,” “want to swap for a different color”)
  1. We’ll reply within 24 hours with a pre-paid return label and step-by-step instructions. We cover all return shipping costs—no extra fees for sending back gear that isn’t right.
  2. Pack your gear securely (use the original box if you can!) and drop it at the designated courier location. Keep the return tracking number to confirm we receive it.

c. Exchanges for Outdoor Gear

If you need a different size or style, we’ll prioritize sending your new gear as soon as we inspect your return (usually 3-5 business days). If the item you want is out of stock, we’ll offer a full refund or suggest a similar eco-friendly alternative (e.g., a different boot style with the same recycled materials).

4. Damaged or Defective Gear

We stand behind the quality of our gear—if something’s off (e.g., a boot sole comes loose, a jacket’s zipper breaks), we’ll make it right:

  • Notify us within 7 days of delivery via email ([email protected]) with:
  • Your order number
  • Clear photos of the damage (e.g., a close-up of the broken zipper, the loose sole)
  • A short description of the issue
  • You won’t need to return the damaged item (we’ll ask you to keep or recycle it responsibly). We’ll either:
  • Send a brand-new replacement (shipped for free, with the same eco-materials)
  • Issue a full refund to your original payment method—your choice.

5. Eco Initiative Support (Old Boot Recycling Program)

If you want to recycle your old Thursdaynboots (or other outdoor boots!), we’re here to help:

  • Email us at [email protected] with “Boot Recycling” in the subject line.
  • We’ll send you a pre-paid label to ship your old boots to our recycling partner.
  • After we receive them, we’ll email you a confirmation and a small thank-you (like a discount on your next order)—as a way to celebrate your commitment to sustainability.

If you have questions about how we repurpose old boots (e.g., into new materials or outdoor gear), just ask—we’re happy to share the details.

6. Product Questions & Care Tips

Our team is here to help you get the most out of your gear:

  • Sizing Help: Unsure about boot size or jacket fit? Email us your measurements (e.g., foot length for boots, chest size for jackets), and we’ll recommend the best option.
  • Care Guidance: Need tips on keeping your recycled-leather boots from drying out, or how to re-waterproof a jacket? We’ll share easy, eco-friendly methods (no harsh chemicals!).
  • Performance Info: Wondering if a boot is good for snow, or if a jacket is breathable enough for hiking? We’ll give you straight answers based on how the gear is designed.

7. How to Reach Us

The easiest way to connect is via email—we’re here for all your questions, big or small:

  • Primary Email: [email protected] (we reply within 24-48 business hours, and every message gets a personalized response—no robots!).
  • FAQs: For quick answers (e.g., “Do you ship internationally?” “What eco-materials do you use?”), check the “FAQs” page on Thursdaynboots.com—we update it with topics our customers ask about most.

8. Your Feedback Matters

At Thursdaynboots, we learn from what you tell us. Whether you love how your boots performed on a hike, have a suggestion for a new jacket style, or think we can improve our service, we read every message. Your feedback helps us make better gear—and better support—for your adventures.

Thank you for choosing Thursdaynboots. We’re honored to be part of your outdoor journeys, and we’ll work hard to earn your trust every step of the way.