FAQ

ORDERING

Can I change or cancel my order? 

Please contact our support team info@americantrailbrand.com within 30 minutes of placing your order. Please send the message with the subject “Change or cancel order” and include your order number in the body of your message along with any additional required information to make the adjustment. Cancellations and order modifications are not guaranteed and can only be made during business hours (Mon - Fri from 9AM to 5PM PST). 

When will my order ship?

After placing your order, it may take our facility 24-72 hours to process, pack, and ship your order. During the holiday season, we may experience a delay of up to an additional 72 hours for processing. For standard shipping, items should arrive to your shipping address within 5-7 business days.

Can I include a gift receipt with my order?

We cannot include gift messages with orders, all deliveries will include a packing slip that omits the price of each product

 

RETURNS & EXCHANGES

How do I make a return?

If you need to return something you purchased, we do not offer pre-paid return labels, so you will be responsible for the shipping cost to return the item(s) to us. We charge a $5 restocking and processing fee.

 

What is your return policy?

We want you to have the best experience possible when shopping with us. You have 30 days to initiate a return. Items that are returned must be unworn and can not have been washed.

Please note: Orders placed between October 1 and December 31 are eligible for return through January 31 of the following year.

 

Can I exchange for a different size?

If you ordered the wrong size, we are happy to exchange it for another size. You will need contact our support team info@americantrailbrand.com, include your order number, and the size(s) you need exchanged. You will be responsible for the shipping cost of the item(s). We charge a $5 restocking and processing fee.

 

How long will it take to receive my refund or exchange?

Once we receive the return package and inspect the item(s), we will issue your refund. Under normal conditions, this process typically takes 10-18 days from the time you send it back. During the holiday season, please allow up to an additional 10-20 days.

Once your refund is issued, you will receive an email notification. Please note that it can take 5-7 business days for your bank to reflect the transaction.

 

I received a damaged or incorrect item. What do I do?

If, for any reason, the item you received is damaged, or if you received the wrong item(s), please contact us as soon as possible with your order number and a photo of the issue.

 

SHIPPING

How do I track my order?

Once your order is shipped, you will receive an email notification with the tracking info for your delivery. You may also find tracking information in the Order History section of your account.

 

Do you offer expedited shipping?

At checkout, you will have the option to choose express shipping for an additional cost.

 

What carriers do you use?

We ship with USPS, FedEx and DHL

If you have any special shipping requests, please contact us before placing your order OR within 30 minutes of placing it. We will try our best to accommodate you.

 

What countries do you ship to?

We ship to many countries all over the world. If you’ve purchased from a US-based online retailer before, it’s likely that we can ship to your country. Shipping costs for international orders is between $25-$50, depending on your location.

Free shipping promos cannot be applied to international shipments.

Transit times vary from country to country, but please allow us additional time for international orders. Typically, international orders arrive within 2-3 weeks but may take considerably longer.

 

Will I have to pay customs/duties on an international order?

All international customers are responsible for payment of all duties, import taxes, and brokerage fees. These fees are not included with the cost of shipping, and we are unable to provide any estimates. Please check with your local customers agency for more details before you place your order.

 

Tracking shows my order was delivered, but I don’t have it. What do I do?

Occasionally a carrier will mark your package as delivered before it’s been physically dropped off.

Please be sure to check your front/side/back doors, garage area, mailbox, bushes or any other place where your package may be hiding. Also, please ask your neighbors if they may have received it for you or if the carrier accidentally delivered it to them.

Typically, packages turn up within 3 days. If it’s still missing after 3 days, please contact us.