Frequently Asked Questions

We ship from our 9 Florida store locations, as well as direct from select manufacturers. In both cases, you will receive a shipping confirmation email with a tracking number.

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Orders fulfilled from our Florida store locations are shipped within 1 to 2 days (excluding weekends and holidays).

Orders shipped directly from the manufacturer generally take longer depending on the manufacturer and their current fulfillment times. Current lead times will be notated on each individual product just below the Add to Cart button.

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While we cannot guarantee delivery times we do our very best to get your order to you as fast as possible.

If you do not receive an order confirmation e-mail, please contact us at info@russells.com for confirmation.

Below are the domestic shipping options we offer. Unfortunately, we do not ship internationally. All orders are processed and shipped Monday through Friday (excluding holidays).

o UPS Ground Shipping (FREE on orders $99+) | 1-5 business days based on distance to destination

o UPS 2nd Day Air® | 2 business days

o UPS Next Day Air® | 1 business day

PO Boxes are not supported by UPS. If your order requires shipping to an APO, FPO or DPO please reach out to us at info@russells.com or provide an alternative shipping address.

Yes, please call (813) 600-5715 or chat with our customer service team Monday-Friday 8:30am-4:30pm to request your order be held at one of our 9 store locations for pickup. Please note that stock availability by location is subject to change. We do not guarantee an item is available for store pickup unless you have confirmed with one of our team members. You are advised to call or chat with our customer service team to confirm availability of the item you would like to purchase at a specific location.

Items labeled as "Online Only" are items available on Russells.com only and may not be sold in our stores. These items ship directly from our brand partner warehouse.

Items shipped directly from the vendor may take 1-2 additional days to process depending on vendor and their current fulfillment times. Current lead times however will be notated on each individual product just below the Add to Cart button.

*Please note that items labeled as "Online Only" cannot be returned to one of our store locations. These items are shipped direct from vendor and must be returned by mail to the vendor for processing. Return instructions will be included on your order.

You can check the status of your order by signing in to your account.

If you do not have an account, simply refer to the shipping confirmation email received for tracking information. You can also create an account for ease of reference on future orders,

Please note: We are not responsible for shipping carrier delays.

Once your order has shipped, you will receive a shipping confirmation email with a tracking number and link to the carrier’s website.

If tracking has not updated on your order within 48 hours, contact us at info@russells.com with your order number. We will be happy to investigate this for you!

If your order status reads "pending" or "waiting fulfillment", this means that your item is being shipped directly to you from the manufacturer. Once we receive tracking from the manufacturer, an email is sent to you with this information.

Once your order has shipped, Russell’s is not liable for lost or stolen packages. If your tracking number shows that your package was delivered but you did not receive it, contact us and we will research the problem.

If you have any further questions, please don't hesitate to contact us at info@russells.com.

Before reaching out, we recommend checking the following:
o If shipped from two or more locations, your order will arrive in separate packages. Be sure to check your email for shipping updates and tracking information.

We will do everything we can to make this right!

Providing us with the information below will help to speed up this process:

o Order number
o Item that is missing OR
o Incorrect item received

Once an order has been placed and a confirmation email sent, it immediately goes into processing. There is only a small window of time in which it can be canceled. This depends on whether the item ships directly from Russell's Western Wear or from the manufacturer.

To find out if your order can be canceled, email info@russells.com. Customer service is available Monday-Friday from 8:30 AM-4:30 PM.

If we are not able to cancel your order, you can return it to us for a refund (less $10 shipping fee). If you return your item to a local Russell’s store, we will waive the $10 shipping fee.

Refer to our return policy for additional information.

Thank you for choosing Russell's! We want to create the best possible shopping experience while you are here so we've made returning or exchanging your purchase a quick and simple process.

To get started, click here.

*Please note that items labeled as "Online Only" cannot be returned to one of our store locations. These items are shipped direct from vendor and must be returned by mail to the vendor for processing. Return instructions will be included on your order.

Specific terms and conditions must be met to be able to apply Cyber Monday Buy More & Save discounts to your order.

Our discounts require you to spend a specific amount for the discount to apply. If you place an order using such a buy more & save discount and then return an item that makes your order no longer meet the conditions of the promotion, the amount you're refunded may be adjusted or no refund will be given.

An example of how a refund may be adjusted is below:
* Code - $10 off a minimum $100 spend
* Order total - $110
* Returned item - $30

As the return brings the total spend under the minimum spend of $100, the refund will be adjusted to reflect this and the discount of $10 removed.

If you've received an email saying one or more of your items are out of stock this may affect the refund you get back if you’ve used a buy more & save discount. We thought the item was in stock when you placed the order. However, when we went to pack your order we realized the item was no longer available.



If the promotion discount terms and conditions have still been met after your return, you have nothing to worry about; but otherwise please keep them in mind when returning something.

Returns are processed within 3-5 business days of receipt by our Returns Department. When the return is processed, you’ll be immediately credited and notified via email. Please be aware that some financial institutions are slower to report the refund on your credit or debit card and this could take up to 7 business days to process.

If you paid via Paypal of Afterpay, this process may take longer. These are third-party providers and therefore, you will need to reach out to your provider directly for updates on your refund.

Yes! We offer both physical and digital gift cards for purchase online here!

Physical gift cards may also be purchased by phone and in any of our retail locations. If you have any questions, please contact us at info@russells.com.

You can check the balance of your gift card here.

Your acceptance, use or purchase of a Russell’s Western Wear, Inc. branded
Gift Card, eGiftCard, Gift Certificate or other stored value product
(collectively, "Gift Cards") indicates your acceptance of these Terms
and Conditions. Except as otherwise provided by law, these Terms and
Conditions apply to all Gift Cards, whether purchased at store
locations, online, or received from third parties.

1. Except as otherwise stated below, Gift Cards can be used at any Russell’s Western Wear store and at Russells.com
2. Maintenance, dormancy or service fees do not apply to balances on Gift Cards. Gift Cards have no expiration dates.
3. Hold your Gift Cards securely and write down your Gift Card number in a safe
   place. We are not responsible for unauthorized Gift Card use. Gift Cards
   that are lost or stolen will ONLY be replaced, up to the value remaining, with satisfactory proof of purchase AND the Gift Card number. Call 813-600-5715 in order to have a lost or stolen Gift Card replaced.
4. Gift Cards are not redeemable or refundable for cash, except to the extent
   required by law. Gift Cards may be reloaded with additional funds. The
   initial load and/or all reloads in any 24 hour period may not exceed $2,000 in the aggregate. No Gift Card may have an active balance greater than $2,000 at any time.
5. We reserve the right to prohibit the purchase of Gift Cards with other Gift Cards.
6. From time to time, you may be awarded with or receive "rewards," "promotional
   gift cards", "credits", "vouchers", "Groupons" or similar physical or
   electronic gift cards (collectively, "Promotional Cards"). As a general
   matter, these Promotional Cards shall have the same terms and conditions
   as the Gift Cards described here, however, they may be subject to additional restrictions or exemptions as provided on the Promotional
   Cards themselves or any packaging or other written materials that accompany such Promotional Cards or any applicable law.
7. Purchase amounts that exceed the value of the tendered Gift Card will require an additional payment for the balance due.
8. Gift Cards purchased online are delivered separately from other purchases.
9. Russell’s Western Wear reserves the right to hold any order for a security
   review. If your order is affected, you will be notified via email within two business days.
10. To obtain your Gift Card balance call toll-free at 813-600-5715.
11. Gift Cards will not be redeemed if the card number is invalid or cannot be identified within Russell’s Western Wear’s system.
12. We reserve the right to restrict the redemption of more than $1,000 in Gift Card balances by one person in any 30-day period.
13. Russell’s Western Wear, Inc., is the issuer of all Gift Cards and is the sole obligor to cardholders.
14. In the event that the Gift Card system may become temporarily inoperative, you
    may be unable to obtain information about the balance on your Gift Card
    and Gift Card transactions, or use your Gift Card to pay for purchases.
    Please notify us if you have any problems using your Gift Card. You agree that Russell’s Western Wear is not responsible for any
    interruption of service or the quality, safety, legality, or any other aspect of any goods or services purchased by you with your Gift Card or
    that the Gift Card will be free from any errors or other defects.

©2023 Russell’s Western Wear, Inc.

Click the Join Now button at the top of our Rewardspage. You will then be taken to the account creation page. Simply fill out the required information to create an account, and you'll automatically be added to the rewards program.

Each purchase earns you points. Every dollar spent earns 1 point, depending on your rewards tier. Points earned are based on your subtotal minus any discounts applied. Points earned from purchases-made are attributed once order is marked as fulfilled. Points cannot be earned on the purchase of a Russell's gift card.

Points earned can be applied to future purchases with Russell's either in-store or online.

Yes! Refer a friend and not only do they receive $15 off their order, you'll receive $15 off your next purchase once they complete their purchase of $150 or more.

Of course! Reach out to our customer service team for assistance: info@russells.com

Points never expire!

You must earn the required amount of points necessary to move into a new tier. Once you fall below the required amount of points for that tier, you will have 12 months to regain the necessary number of points required to remain in that tier.

Items on sale are available online only and typically run for a limited time. All pricing, promotions, styles, and availability of our items on Russells.com may vary by store location and online.

While we always try to ensure the accuracy of our pricing,
errors may still occur. Orders placed for products with incorrect
pricing are subject to cancellation. If your order is cancelled due to a
pricing error, you will be notified immediately.