Frequently Asked Questions

Shipping & Processing

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.


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.

Select styles that are marked with the Ship Today badge will ship within 24 hours of purchase Monday-Friday. If your order is placed before 2pm EST your order will ship same day!


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 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 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 or provide an alternative shipping address.

How do I check the status of my 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 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

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 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 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.

Returns & Exchanges

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.

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

You can check the balance of your gift card here.

Pricing & Promotions

Items on sale are available online only and typically run for a limited time. All pricing, promotions, styles, and availability of our items on 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.