Howdy Partner! At Twisted X Sales, we want you to be as happy with your premium western boots as we are proud to make them. If your purchase doesn’t fit right or meet your expectations, we’ve got you covered with our straightforward returns and exchanges process.

Our Return & Exchange Promise

We stand behind our craftsmanship like a cowboy stands behind his brand. You may return or exchange most items within 15 days of receiving your order, provided they’re in original condition with all tags attached and packaging intact.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Men’s and Women’s Accessories (worn or opened items)
  • Any items marked as “Final Sale”
  • Custom or personalized orders

How to Return or Exchange

Step 1: Initiate Your Request

Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below to ensure we get all the details we need:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Twisted X Sales Team,

I’d like to request a [return/exchange] for my recent order #[Your Order Number].
Item Name: [Product Name]
Size: [Size]
Reason: [Fit/Quality/Other – please specify]

For exchanges, my preferred replacement is:
[New Product Name & Size if exchanging]

Shipping Address:
[Your Full Name]
[Street Address]
[City, State, ZIP Code]
[Country]

Please let me know the next steps.

Best regards,
[Your Name]
[Your Email Address]
[Your Phone Number – optional]

Step 2: Wait for Approval

We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and return instructions. Please don’t send items back without this authorization.

Step 3: Package & Ship

Securely package your return using the original packaging if possible. Include all original contents (boots, tags, dust bags, etc.). Ship to:

Twisted X Sales Returns
199 Snyder Avenue
[State], USA

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error. We recommend using a trackable shipping method as we can’t be responsible for lost return packages.

Refund Process

When Will I Get My Refund?

Once we receive and inspect your return (typically within 3-5 business days after delivery):

  • Credit Card/PayPal: Refunds will be processed within 3-5 business days and may take 5-10 business days to appear on your statement
  • Original Payment Method: Refunds will be issued to your original payment method

For exchanges, we’ll ship your new items as soon as we process your return. You’ll receive tracking information via email.

Restocking Fee

Most returns are free, but we may deduct a 10% restocking fee for non-defective items returned without original packaging or showing signs of wear beyond trying on.

International Returns

Customers outside the U.S. are responsible for:

  • All return shipping costs
  • Any customs fees or import taxes
  • Original shipping charges (non-refundable)

Still Have Questions?

Our customer care team is ready to help you with any boot-related concerns. Reach us at [email protected] – we typically respond within 24 hours.

Happy Trails,
The Twisted X Sales Team