DISCLAIMER RETURNS / EXCHANGE
Because of the nature in custom design and production, no refunds or exchanges will be allowed. If you should for some reason make a mistake in your initial online order, please contact us within 2 business days to request specific changes. Under no circumstances will we provide a refund for custom orders, which are not limited to but include; custom trophy buckles, saddles, conchos, trophy jewelry, and ALL other leather and/or silver trophy items. It is the consumers responsibility to proof read, and check through the proofing process - as we do not send your design to production without initial approval from customer. If there is a mistake on your trophy order, please take a photo of the mistake, and contact our office directly. We take pride in standing by our products, and will make it right! Any further questions, please contact us at 623-980-2833.
Q: HOW FAST IS MY ORDER PROCESSED?
Under normal circumstances, orders are processed the same or following day, Monday through Friday during typical business hours. All orders placed Saturday or Sunday will be processed on Monday, with the exception of holidays. There are busy times of the year that may push production times longer than the typical 6 weeks for silver. Leather (including saddles) have a different production time. If you have questions about time frames for your upcoming event, please contact us prior to placing your online order. Please always include your event date in your initial order, as required by our online ordering platform.
Usher Brand Silver & Leather Shop products are made to order.
Once your order has been placed, you will receive a confirmation email that we have received your order. Production time will be 6-8 weeks for silver and typically 3 months for leather or saddles depending on the nature of your order. If you have any questions about rush orders, please call our office at 623-980-2833 or email firstname.lastname@example.org
** RUSH ORDERS **
A Rush Order will be any order that is required before 6 weeks for production. The order will be processed on the next business day from the original order date. Each trophy item will incur a $10 per item rush fee, per additional week of rush. Saddles and leather do not apply to this disclaimer, and may require additional time.
Q: WHEN WILL MY ORDER SHIP?
Some online or tack shop items are available for immediate shipment; however, we are a custom shop, and some items will require time to build. Production time for these items are approximately 4-6 weeks, for all silver, leather will inquire additional time. Please request production time for your saddle at the time of purchase. If you are concerned about immediate availability on a particular item, please call us, or email us at email@example.com
Q: DO YOU SHIP TO CANADA?
Yes we do, shipping costs for shipping to Canada will be applied at the time of checkout. Any questions about expedited shipping to Canada on a custom saddle order, please contact us directly.
Q: HOW MUCH IS SHIPPING?
Shipping is determined using a rate calculator. In some cases the rates may be inaccurate and additional fees may be required.
Q: DELAYS DURING HOLIDAY SEASONS BETWEEN THANKSGIVING AND CHRISTMAS
This is one of the busiest times of the year for our shop. We cannot guarantee a shipment a couple of weeks before Christmas. Please allow extra time for deliveries during this time. You can also contact us for expedited shipping options. To be sure your order is in time for Christmas, please contact our shop to inquire about current production time! Most orders must be ordered before October 31st of that calendar year.
Q: CAN I SEND AN ORDER TO A COUNTRY OTHER THAN THE UNITED STATES?
We usually ship to the United States & Canada. However, if you would like to ship an order to other countries you must place the order over the phone at 623-980-2833.
Q: ITEM IS ON BACKORDER
We will contact customers via your email in case the product you ordered has to be built and will be delayed. If you have other items on your order that are not on backorder we will wait for the backordered item to be built and ship all the items together. Please contact us if you would like the available products shipped separately.
Q: UNDELIVERABLE PACKAGES (ORDERS RETURNED TO US)
Packages that are returned to us by the U.S. Postal Service or UPS and marked as "Unclaimed", "Return to Sender", "Attempted Unknown", "Refused", or "Invalid Street Address", will be contacted by our team to try and get the delivery errors corrected, if the item is sent back as unclaimed, you may be subject to an additional shipping charge.
Q: RESTOCKING FEE
Returns of all silver, and small leather purchases that are NOT custom are subject to a 20% Restocking Fee.
Q: Do you offer a warranty?
We stand by our saddles 100%, and offer a 30 day warranty of any minor defects or problems with fittings within the first 30 days of use, however, custom saddles are non refundable. Buckles will be warranted for the first year of use and includes minor defects such as stones coming loose. We will not be able to provide a refund for broken or damaged products under any circumstances. To determine if your Usher Brand product qualifies for a warranty, please email firstname.lastname@example.org for more information.