Order Status

Q: How do I track my order?
A: When your order ships we will send you a USPS tracking number in an email. You can use this number to follow the progress of your shipment on the USPS website when an order is dispatched using a trackable service. You can also track an order's shipping status in the order history section of your account.

Q: How do I cancel my order?
A: All requests to change or cancel an order should be made via email to info@americanduchess.com or by phone to (+1) 775-800-7750 immediately. An order that has already received a dispatch email or tracking number has shipped and cannot usually be canceled. 
 

Pre-Orders

Q: How does the pre-order process work?
A: We open up sales of a product before it's manufactured for a limited time (typically three weeks) and a considerable discount. If we sell enough of the product then it goes into production for delivery about 10 weeks later. For more detailed information see our Pre-Order Process page.
 

Shipping

Q: How much will my order cost to ship?
A: Simply add the items you wish to buy to your shopping cart and choose a shipping service.

Q: How will my order be delivered?
A: We almost exclusively use USPS as our shipping carrier as they are the most cost-effective service for the majority of the packages we dispatch, but this will depend on where it's shipping to and the service you select. All other orders are handled by the mail service you select at checkout.

Q: Do you ship internationally?
A: Yes! We ship anywhere in the world that has a functional and externally accessible postal system. Please check this list of mail system issues on the USPS website to confirm that there are no known delivery problems with your country. If your country is missing from a drop-down menu it's likely that there are (or have been) issues with your postal system and we may not be delivering to your country at the present time. Feel free to email us and we'll try to work something out.

Q: Do your shipping charges include customs fees?
A: All of our pricing excludes sales tax for customers outside of Nevada. Depending on your local tax laws and the shipped value of your order, you may be required to pay sales tax/VAT/GST, duties and/or customs processing fees. An excellent resource to calculating your likely customs fees is DutyCalculator.

Q: Does the "Free Shipping over $165" apply to international orders?
A: Unfortunately we can only provide free shipping to destinations inside the USA, but we offer an excellent flat rate international shipping to anywhere in the world.

Q: How long does it take to ship?

A: In stock orders are dispatched within 1 business day. We ship from Reno, Nevada, and packages sent via USPS Priority Mail in the US take 1-5 business days depending on your location. USPS 1st Class International typically takes between 6-20 business days, USPS Priority Mail International typically takes between 6 and 10 days, and USPS Express Mail International typically takes 3 to 5 days. We find that deliveries to France, Germany, Italy, and Spain commonly get held up in customs, delaying delivery by 2-3 additional days.
 

Returns

Q: I want to return my order. What do I do?
A: No problem! If for whatever reason you are not 100% satisfied with your purchase you may return it to us within 60 days of receipt for a refund. You can see more information on the returns information slips that shipped with your order, or on our returns page. To return a product simply complete the returns form on the rear of your sales invoice and return the item(s) to us using the return shipping label that's included with your order. (Return label included for US customers only; please see the international section on our returns page for details on international returns.)

Q: Do you pay return shipping?
A: We're a small, specialist company, so we're unable to qualify for USPS Merchandise Return Service, or negotiate big discounts on return shipping with UPS or FedEx. Even so, for US orders we now include a pre-printed return shipping label for your use. Returns for a refund as store credit or exchanges using our return label are free! Refunds back to your original payment using our shipping label will have a $6.95 shipping fee deducted from your return.

Q: How long does it take for my refund?
A: Once your return arrives at American Duchess it'll take 2-3 business days for us to process your return and refund to your original method of payment. PayPal is very quick to handle these refunds (usually within seconds). Depending on your credit/debit card company/bank a card refund takes 2-10 business days.

Q: I have an international return, do I need to do anything special?
A: Yes! Please mark the parcel as "Returned Goods" on your customs form. If we are exchanging the product(s) for another product(s) then we will also mark the customs form as "Returned Goods" so that it slips through customs without incurring charges.
 

Defective products

Q: I have a problem with a product I bought from you. What do I do?
A: Please contact us via email, with a description of the problem and your order number. Attaching a photo of the problem to your email will make diagnosing the problem much easier and help us to resolve the issue promptly. We strive to make our shoes beautiful, comfortable, and to give their owners many happy years of service. We do not have a formal guarantee period but stand behind the quality of the products we manufacture for the lifetime of the footwear, and will correct any manufacturing defects at no cost to the original owner.
 

Accounts

Q: Are there any benefits to having an account with you?
A: Yes! Although you may prefer to checkout as a guest, when you sign up for an account you can access your account information, order status, order history, wish list and store credit balance at any time.
 

Gift Cards

Q: Do you have gift certificates or gift cards that I can buy?
A: Yes! You can buy American Duchess Gift Certificates here.

Q: How do I redeem a Gift Certificate?
A: Simply place all the items you want in your shopping cart, and go to checkout. In the Payment Method section just enter your Gift Certificate code in the box, it will be applied to the total. If the Gift Certificate value exceeds the order value then the remainder will be applied as store credit to your account for future purchases.
 

Payment Information

Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover via our credit/debit card payment form, PayPal, and Delta/Electron/Maestro/Solo via the PayPal payment mechanism, as well as American Duchess Gift Certificates for all orders.

Q: Do you accept international credit/debit cards?
A: Yes! We accept international Visa and MasterCard via our credit/debit card form and can also handle Delta/Electron/Maestro/Solo via PayPal.

Q: Do you accept American Express?
A: Yes we accept American Express card.

Q: Do you accept Cashier's/Personal Checks?
A: Sorry, no. At this time we don't accept checks of any kind.

Q: Is it safe to use my credit/debit card on your site?
A: Yes! We understand the importance of safeguarding your personal information and go to great lengths to protect it.

Q: How do I use American Duchess Store Credit?
A: You can use any store credit at checkout as long as you're logged into your account. Just complete the first part of checkout as normal and then apply the store credit in the Payment Method section.
 

Catalogs by Mail

Q: Can you mail me a catalog?
A: Sorry, but American Duchess does not currently have a paper catalog. All the information you need is available on our website, or via a quick email to us at info@americanduchess.com. We believe in keeping a small environmental footprint and keeping our overheads low so that we can keep our prices low and quality high.

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