RETURN POLICY & FAQs

RETURN POLICY:

TO ENSURE QUALITY PRODUCTS FOR ALL OF OUR CUSTOMERS, SUPER CASUALS' RETURN POLICY IS STRICTLY ENFORCED.

If you are not completely satisfied with the items on your order, you can return your item(s) for a refund or store credit within 60 days from delivery date.  We currently do not offer exchanges. You will need to send the item(s) back for a refund or store credit and place a new order for the correct item(s).

A small return shipping fee of $12.95 will be deducted from your refund when the prepaid label is used. This fee covers a portion of the return shipping label from you to us. The fee is waived if you choose to receive your refund in the form of a Super Casuals’ store credit.

Original shipping costs are non-refundable except due to a shipping error, shipping damage or manufacturer defect.

Please contact us if a product is defective, damaged, or different from what you ordered at: support@supercasuals.com.  

Items must be returned in original condition and must not show any evidence of wear. Original condition means the item has not been washed, worn (aside from trying it on), used, damaged, or altered and returned with all hangtags and original packaging where possible, (e.g., boot box). If an item is sent back worn or dirty (pet hair, dust, mud, etc.) we reserve the right to deduct a $5.00 restocking fee from your refund. 

To ensure that footwear is returned in original condition, be sure to walk only on carpeted areas until you are sure they fit properly. Avoid any hard flooring as it may scuff the soles of the boots.

If your return item includes a boot box, the manufacturers box cannot be used as the shipping container and may be refused by our warehouse or result in a $5.00 restocking fee. To avoid this, place your return item in a shipping box or wrap it to ensure its safety during the shipping process.

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We encourage you to record your tracking number before sending it. Please keep the return tracking number until your account is credited.

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FAQs
What are Factory Seconds?
Factory Seconds are new from the factory but may have a slight discoloration/ blemish, a minor stitching flaw or a fabric imperfection that has been repaired by Carhartt and have the initials “IRR” on the inside seam or tag.

Can I return a Factory Second?
Yes, we have the same return policy for First Quality and Factory Second merchandise.

What if my purchase is over the return timeframe?
Please contact us at support@supercasuals.com

Can I exchange my Order?
We currently do not offer exchanges.  You may return item(s) for a Refund or Store Credit and place a new order for the correct item(s).

How do I use the Store Credit?
Once we receive your return, we will convert the total cost of each returned item to a Store Credit code.  The code will be emailed to you, using the email address associated with the order.

You may use the code at checkout by entering it into the “Coupon Code or Gift Cert” box and selecting recalculate.  This will deduct the store credit from your total.

When will I be refunded?
You will be refunded once your order is verified, typically within 2 days of delivery to our location. Once your return is processed at our facility, you will receive a Refund notification email. 

How do I return a gift?
You must follow the steps listed in the Returns section on our website. You will need to know the order number and the email address used by the purchaser. 

What if the item is defective?
The return of defective or incorrect items must be authorized by a representative of Super Casuals and be reported within 10 days of receiving your order. Instructions, return labels and replacements will be managed on a case-by-case basis to ensure quality service and satisfaction.  Please contact us at support@supercasuals.com.

Will there be a restocking fee?

·       Items returned to Super Casuals that are NOT in new, unwashed, and resalable condition with all original manufacturers tags still attached, will be assessed a restocking fee of $5.00 at our discretion or returned to customers at their expense.

·       Volume/ bulk orders will be charged a 10% restocking fee.

To what address do I send my return?
Send all returns directly to:
Super Casuals
52 Seneca Street
Geneva, NY 14456

How will I know when you receive my return package?
Please keep a copy of the tracking number, so you may watch the tracking via UPS.com.  This will allow you to know the location of your return and when we receive it.

 

Can I pay to ship my return to Super Casuals?
Yes, you may select your own carrier and pay the cost of shipping your return to Super Casuals, this is non-refundable. Please be sure to include your name, order number, the items you are returning and if you would like to receive a refund or store credit for, the amount of, the return.

My UPS tracking number states my order was delivered but it wasn’t. What do I do?
To expedite locating your package, please contact UPS within 10 business days of the shipping date. If you are unable to reach UPS, please contact us at support@supercasuals.com.

What if my package is delivered damaged?
Inspect the package for damage before signing for the delivery. If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent the merchandise may be damaged, refuse delivery and contact us at support@supercasuals.com.

What if I accept delivery then discover a problem with the item after the driver has left?
We may be able to resolve the problem without requiring you to return the item. You should retain all packing material until you're completely satisfied with the condition and performance of your purchase, which will make it easier to return the item if necessary.

Can I redeem my Super Casuals e-gift card for cash?
Super Casuals e-gift cards cannot be returned or redeemed for cash or credit.

May I use a Gift Card from a different store?
No, we only accept e-gift cards and promotional codes issued by Super Casuals.

What happens if I don't pick up my online store order?
Online store orders that are unclaimed within 14 business days of the order date will be automatically returned and refunded to the original credit card used to place the order. Any portion paid for by a Super Casuals e-gift card will be refunded via store credit.