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FAQs

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What is your return policy?

Our return policy is 10 days from date your order is delivered. To be eligible for a return, please email sales@tratterhouse.com with the reason for your return.  Your item must be unused and in the same condition that you received it, in it’s original packaging.

Please include the following in your return package:

Items you want exchanged or refunded

In the case of an exchange, verify the shipping address if different from the original shipping address

The original packing slip or copy of, which serves as your receipt.

 

We do not accept any returns or exchanges on items that have been washed, worn, or appear to have been damaged by the customer. Any defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis.

Can I get a refund or exchange for a different size?

Once your return is received and inspected, our customer service team will send you an email to confirm your refund or exchange has been approved or rejected.
If you are approved, your refund will be processed for the original amount plus applicable tax (minus shipping costs), and a credit will automatically be applied to your credit card or original method of payment.

We request that you ship your return back via a traceable carrier such as USPS or UPS so your order can be traced.

If you want to exchange for a different size, we will ship out your replacement once we receive your return.

Shipping is NOT refundable.

How long will it take to receive my order?

Our hours of operation are Monday through Friday 9 AM to 4 PM CST, excluding weekends and USA holidays.  Orders will be processed within 3-5 days of receipt.  Orders received after 10 AM on Fridays or the day before a holiday will be processed on the following business day.  Once your ordered has shipped, please allow 4-6 business days for delivery.  We are not responsible for carrier delays due to weather, natural disasters, or other circumstances beyond our control.  Transit times will vary based on your location from our warehouse.

Once your order is shipped, you will receive a confirmation email with a tracking number.  Inquiries regarding the exact location of your package should be made to the carrier directly.  Our customer service agents can only see the same information that you will be able to see on the carrier’s tracking site.

What are shipping costs?

At this time, we only shipping to locations in the USA.  We are not responsible for customs fees. 

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