Frequently Asked Questions
Q. Is my online selection available?
A. We update our assortment on a regular basis. At times, items or fabrics may be discontinued by the manufacturer. If this occurs, we will contact you and discuss options for substitution. If we are unable to accommodate an agreeable solution to your satisfaction, we will issue a full refund of the order.
Q. Can I change or customize my selection?
A. Usually. We travel the US to find the finest quality western merchandise to make it available to you. We look for artists and craftsmen that can bring our ideas to life! If you see something you love but want to change, contact us and let us know! 1.888.239.1777 or firstname.lastname@example.org.
Q. How do I place my order?
A. On the product page, click Add to Basket and adjust quantity in shopping cart. Fill in information requested for shipping and billing. A street address is required for shipping. No PO boxes please.
Q. What methods of payment do you accept?
A. We accept MasterCard, Visa, American Express and Discover. Your credit card is automatically charged for the full amount when your order is placed. Please call us if you would like to pay by check. You will receive a confirmation of your order via email.
Q. Is my shopping secure?
A. You can shop with us with confidence. We have partnered with PayPal to accept credit card payments safely and securely for our customers. PayPal manages the complex routing of sensitive customer information through the credit card processing networks. The company adheres to strict industry standards for payment processing.
For additional information regarding the privacy of your sensitive cardholder data, please visit www.paypal.com.
Q. What is your Return Policy?
A. Generally, we are not able to accept returns or cancellations. Policies are posted on individual product pages and by placing an order, you are agreeing to the policy stated.
For items such as handbags, jewelry and home décor, any cancellations will be subject to our ability to cancel with the manufacturer. No cancellations will be accepted after the order has shipped. Any authorized cancellations may be subject to a service fee.
Furniture, lighting and any items produced specifically for you, cannot be canceled. Also, no returns are accepted on these items (unless otherwise specified in individual product description). Any items returned without authorization may be refused and any return may be subject to a 20% restocking fee, any applicable shipping and handling costs (including shipping cost paid for by Western Passion).
Q. How long will my order take to deliver?
A. Delivery times are posted on individual product pages and are our best approximation depending on availability and materials. Times are not guaranteed. In some certain circumstances, we can rush custom orders.
Q. How will my order be delivered?
A. We use UPS and FedEx for those items that meet their size and weight limitations.
Standard motor freight is used for larger or heavier items. Western Passion provides free shipping; however, some items may have a packing or handling charge. This charge is separate from shipping and covers any special packaging required or drop ship fees imposed by the manufacturer. Amount of this charge is displayed prior to final checkout.
Our free shipping is threshold delivery. White Glove service is available on most items for an additional charge. Please call us for details. 1.888.239.1777.
Q. What do I do when my order arrives?
A. Most of our carriers will call you to set up a delivery appointment for furniture. We will also do our best to notify you prior to shipping.
It is important that you or your representative be there to receive the delivery. Be prepared to open cartons and inspect your furniture in the presence of the driver. If there is damage, it must be noted by you on the delivery slip. If the damage is severe, do not accept, and call Western Passion immediately. If delivery is signed for and accepted by you and damage is found later, due to the freight companies policies, Western Passion and the manufacturer, can no longer be responsible. It is then the responsibility of the customer to file a claim with the freight company.
Q. My item is damaged! What do I do?
A. In the event shipping damage does occur, in addition to noting it on the delivery slip, call Western Passion immediately at 1.888.239.1777. We will file a claim with the freight company and the item/items will, at the discretion of the manufacturer, be repaired or replaced.
Be sure you retain all original packing material in the event the freight company needs to send a representative to inspect the damage.
Q. Does Western Passion share my personal information?
Q. How can I unsubscribe from Western Passion email?
A. The fastest way to unsubscribe from email is to click on the "Unsubscribe" link at the bottom of a Western Passion email message. Or you can call us at 1.888.239.1777 and request removal.
Q. How do I contact Western Passion?
A. You can contact us at email@example.com or by calling us 1.888.239.1777. Our team is available Monday through Friday 8am-4pm CST.
P.O. Box 12381
Dallas, TX 75225
Prospective vendors, please contact:
P.O. Box 12381
Dallas, TX 75225