Frequently Asked Questions
Q: How do I track my order?
A: When your order ships we will send you a shipping confirmation email that contains tracking information. You can use this to follow the progress of your shipment.
Q: How do I cancel my order?
A: All requests to change or cancel an order should be made via email to firstname.lastname@example.org 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 changed or canceled.
Q: How does the pre-order process work?
A: We open up sales of a product before it's manufactured, and offer a discount for the first two-week period of sales. If we sell enough of the product then it goes into production for delivery about 17 weeks later. For more detailed information see our Pre-Order Process page, or our pre-order update page for the latest information on the progress of current pre-orders
Q: How much will my order cost to ship?
A: Simply add the items you wish to buy to your shopping cart, go to the cart page and enter your location; the shipping options and their costs will be displayed.
Q: How will my order be delivered?
A: This will depend on where it's shipping to and the service you select. We typically offer USPS and DHL as they are the most cost effective, reliable, and prompt carriers we have access to. Shipping options are available on the shopping cart page and during checkout.
Q: Do you ship internationally?
A: Yes! We ship almost anywhere in the world that has a functional and externally accessible postal system, that is not a fraud hotspot. 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 taxes or customs fees?
A: We do not include sales tax, duty or processing fees in our international shipping charges, unless you select a shipping method that includes the label DDP (Delivered Duty Paid) in the shipping service name. 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 separately prior to delivery. 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 competitive international shipping rates to anywhere in the world.
A: In stock orders are typically dispatched within 1 business day, although we may longer to ship orders placed during holidays and during sales (when we see much larger volumes of orders than usual).
We ship from Reno, Nevada, and packages sent via:
- USPS Priority Mail in the US typically takes 2-3 business days
- USPS 1st Class International typically takes between 6-20 business days
- USPS Priority Mail International typically takes between 6 and 10 days
- USPS Express Mail International typically takes 3 to 5 days
- DHL Worldwide Express takes 2-4 days
We find that deliveries to France, Germany, Italy, and Spain commonly get held up in customs, delaying delivery by 2-3 additional days.
Q: I want to return my order. What do I do?
A: No problem! You may return your order (whole or in part) to us for any reason whatsoever, as long as they are:
- in original, unworn condition - please try shoes on a clean carpet
- in their original product packaging
- shipped within a suitable shipping box
- returned within 60 days of fulfillment
- not a deadstock/last chance/imperfect item
Q: Do you pay return shipping?
A: For US orders we supply a pre-printed return shipping label on request via our returns portal. Returns and exchanges using our supplied returns shipping labels are free. No return label fees!
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.
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. Please note that cosmetic imperfections in items sold as "imperfect" do not qualify as defective.
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.
Q: Do you have gift certificates or gift cards that I can buy?
A: Yes! You can buy American Duchess Gift Card here.
Q: How do I redeem a Gift Card?
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 Card code in the box and it will be applied to the total. If the Gift Card value exceeds the order value then the remainder of the balance will remain on the card and can be redeemed against another, future purchase.
Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover, Amex, JCB via our credit/debit card payment form, PayPal, and Delta/Electron/Maestro/Solo via the PayPal payment mechanism, as well as American Duchess Gift Cards for all orders.
Q: Do you accept international credit/debit cards?
A: Yes! We accept international cards 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.
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 email@example.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.
ROUTE Package protection
Q: What is ROUTE Package protection?
A: American Duchess is proud to partner with Route, the leader in package protection and tracking solutions. Route offers:
- Package Insurance.
- Automatic Package Tracking.
- Real-Time Shipping Updates.
- + Green: Carbon Neutral Shipping.
By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never arrives, you can easily file a claim with Route and be fully reimbursed.
By deselecting package protection, American Duchess is not liable for lost, stolen items, or items damaged while in transit - all claims should be filed directly with Route.
Search for answers to commonly asked questions ROUTE Help Center.
Q: How do I report an issue and file a claim with ROUTE?
- Go to the Route Resolve Center (via the Route app or web link from your order confirmation email).
- Enter your email and order number.
- Select the items you would like to file for, as well as the order issue type:
- When selecting “report an issue” you are given four options:
- After selecting the type that best represents your situation, you will be asked to fill out more details.
- Depending on what your merchant offers, in some cases you will be asked for your resolution preference.
- At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into this page at any time and check for more updates!.
Q: What is the timeline or deadline to report an issue using ROUTE?
Deadlines to report an order issue
When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
- Damaged: Within 15 days of when the package was marked delivered.
- Lost (domestic): Between 7* and 30 days from the last tracking update.
- Lost (international): Between 20* and 30 days from the last tracking update.
- Stolen: Between 5* and 15 days of when the package was marked delivered.
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
*Claims for packages marked "delivered" yet have not been received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
Q: Do I need to purchase Route package protection?
A: We recommend purchasing Route Package Protection to fully protect your package in the event that it is lost, damaged, or stolen. However, Route its optional for any American Duchess order. You do not need to purchase Route Package Protection for your order, if you do not want to. By deselecting package protection, American Duchess is not liable for lost, stolen items, or items damaged while in transit - all claims should be filed directly with Route.
Q: What is Carbon neutral Shipping?
A: Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.