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We offer FREE expedited processing on every order and FREE ground shipping on orders $100+.
Most orders are fulfilled from our fulfillment center in Shelbyville, KY. Clients residing in the midwest (in the yellow region above) typically receive their items 1 business day after their order is processed.
For other locations, please allow 2-4 business days once the order has been processed to receive your items (except for remote parts of Oregon and Hawaii, which require 5 days).
Please calculate your approximate delivery by adding the processing time for your order + shipping time for your location.
Shipping time does not count the day your order leaves the warehouse.
Orders under $100 will be shipped via UPS and cost will be determined by weight. Orders shipped to a PO Box will be sent via USPS.
For information regarding exchanges and returns, please see this guide.
Thank you for being on this journey with us. Together, we can change the game.
Our success is not only due to our hand-picked collections, but to the relationships we've developed with our clients over the years. We're thankful for each unique partnership we've established with our clients.
This is why our return policy on all unworn and unused new items should help ease your mind when deciding whether to place your first order with us.
We offer 30 days after date of initial delivery for items to be returned for exchange or refund.
Exchanges and Returns should be sent to:
ATTN: Returns (Order #<your order number>)
6339 Midland Industrial Drive
Shelbyville, KY 40065
NOTE: Please write on the original packing slip to indicate the reason for the return (refund, or exchange). Please include a phone number you can be reached at in case there are any questions regarding your return or exchange.
Let us know which hat (name, size and color) that you prefer in exchange. If there is a price difference in the item requested for exchange, you will be refunded the difference if the item is less expensive, or you will receive an invoice for the difference if the new item is more expensive.
Returns must come with their original packing and labels attached. It must be unworn, unwashed and in brand new condition.
Any indication that the item has been worn, including noticeable smells or odors (smoke, must, mildew, cologne, anything) voids our return policy and will be ineligible for refund.
Once the item is received, its condition will be assessed and confirmed. Please allow 2-9 days for processing returns, including processing refunds for the original purchase price minus shipping fees. No shipping fees are refunded.
You must make a request to return your item within 30 days after you've received your item. Otherwise, we shall deem that you are satisfied with your purchase.
There is a 10% restocking fee for all non-exchange returns.
One (1) exchange per order is allowed. Multiple exchange requests will be paid for at the clients expense.
All 'clearance', 'end of season' 'last chance', 'blowout' sales are final. No exchanges or returns will be accepted.
Footwear should be tested and tried on carpeted surfaces only. The shoes must not show any visible signs of wear and should be returned in the original packaging with all attached tags. Accessories and shoe care must be unopened and unworn.
If you are returning for refund all or some of the items purchased in a single order, we will issue a refund to the original form of payment for the merchandise cost only. Shipping (and insurance if applicable) is non-refundable.
If your order qualified for the free Priority Shipping offer ($99+) you can still request a refund on all or part of your order. If the order value resulting from said changes drops below the free shipping threshold, then a $10 shipping charge will be deducted from the total refund amount.
We understand that mistakes in placing an order do happen from time to time. You might want to cancel order before it's fulfilled. If so, we're here to help.
A full refund will be issued minus 3% (transaction fees) if notified by phone within 1 business day of purchase, and prior to fulfillment.
Store credit will be issued for cancellation requests made on orders older than 24 hours.
Genuine Eel Shoes
Style #: 3415