Frequently Asked Questions

Shipping & Processing

We process orders in 1 to 2 business days (excluding weekends and holidays). If you do not receive an order confirmation e-mail, please contact us at info@russells.com for confirmation.

We ship from our 9 Florida store locations, as well as direct from select manufacturers. Items shipped from our Florida store locations are usually shipped within 1 to 2 business days. Shipping times may vary if shipping from the manufacturer. In both cases, you will receive a shipping confirmation email with a tracking number.

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 Free Ground Shipping on orders $75+ | 1-5 business days (based on distance to destination)

o UPS 2nd Day Air® | 2 business days

o UPS 3 Day Select | 3 business days | Delivery by end of 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.

Order Issues

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

Updating Your Order

Once an order has been placed and confirmation email sent, it immediately goes into processing. There is only a small window of time in which it can be cancelled. 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 cancelled, call our customer service department at (813) 600 -5715 or email info@russells.com. Customer service is available Monday-Friday from 8 AM-5 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.

Returns & Exchanges

We appreciate your recent purchase, but if item isn’t quite right, we will be glad to help you with a return or exchange.

To submit a return request, click here.

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.

Gift Cards

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.