General Questions
1.Are your shoes authentic?
Yes. All of our Timberland Boots are authentic and come with their original box. Timberlander,Inc. does not sell fakes, variants, or customized products. Timberlander,Inc. is listed on the Google.com.cn list of legitimate websites.
2.Is your business legitimate? How long have you been in business?
Yes, Timberlander,Inc. is legitimate business. While we are a small company, we have been in business for approximately 6 years.
3.Can you reserve a shoe for me until I can pay for it?
No, all of our merchandise is sold on a first come, first served basis. We cannot reserve shoes without payment.
4.Can you give me any discounts?
Occasionally,Timberlander,Inc. will run a promotional coupon or special shipping offer, but we cannot offer individual discounts outside of these promotions. While we strive to bring you the best products at the most reasonable prices, our pricing decisions are based on the availability of individual products. Products that are more limited, special editions, or hard to find will usually have a slightly higher price than the shoes you can buy at any retailer.
5.How do I get wholesale?
Timberlander,Inc. is primarily a retail business, however occasionally, we provide small wholesale orders to qualified business customers. If you are interested in wholesale, please email your name, company name, contact information and a list of products you're interested in and contact us . A representative will contact you if we can accomodate your needs. Please note that Timberlander,Inc. is a retail business and cannot provide large quantities at wholesale prices nor can we provide a simple list of wholesale prices. Prices can and do vary based on the items and quantities involved.
6.Can I get a catalog?
Timberlander,Inc. does not publish a mail-order catalog because the inventory changes too frequently. Timberlander,Inc. is updated daily with size and style information and new products and sizes are posted as soon as they are available. We encourage you to check the website for the products you need.
Questions Related to Ordering
1.How can I get my order shipped to a different address than my billing address?
We strongly recommend and prefer that first time customers send their order to the billing address on file with the card account. We may require you to do so in order to comply with our fraud prevention standards. Orders can sometimes be shipped to a different address, however, we still require the correct, matching address for your credit card in addition to the shipping information. If you need to make arrangements for shipping to a different address, please contact us.
2.How do I send a gift?
We do prefer to send first-time orders to the cardholder at the billing address in order to ensure you receive your order, however, to make arrangements for shipping, Please contact us to offer your shipping info. We strongly recommend that you call in order to avoid any processing delays.
Questions Related To Shipping
1.Can you ship to an international destination?
Timberlander,Inc. mainly ship items to USA,UK,Australia,Canada and so on.If your country is not on this list,please contact us to check it.
2.How long does it take to get to my house?
For U.S./U.K. customers, EMS delivery takes about 7 days. All orders are shipped from our warehouse and the average delivery time to U.S./U.K. is approximately a week.For customers not on our international mail list., delivery time varies depending on your location and shipping method, but most packages arrive in approximately 7-10 days.
Please note: Estimated shipping times begin after the order leaves our warehouse. These estimated times are not guaranteed and do not include our standard processing time or any delays that may result from a problem with the order, weather, security, or carrier delays.
Questions Related To Returns & Exchanges
1.What's your return policy?
Our full return policy is located at Shipping & Returns . Please read this page before calling about a return. Timberlander,Inc. accepts returns for up to 30 days from the order date if the shoes are new and completely unworn with the original shoebox intact. Please read our full return policy and contact Customer Service feedback to us for return address.
Please note that we cannot accept returns where the shoebox has been taped and used as a shipping box. Do not use the shoebox as the shipping box. Always box the return in a shipping box.
2.How do I make an exchange?
You may place a new order for the desired item at the same time you sending a return authorization or you may wait until your return is received and a refund is issued before placing a new order. Please ask a representative about your options.
3.When should I expect to receive refund?
Returns are processed within 3 business days of receiving the return. Once we receive your return, we will process it and apply any applicable refund. Please allow 2-7 days for the money to post to your account.
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