CUSTOMER CARE
We are here to help you in any way. Please let us know if you need assitance with anything. Thank you for shopping TX Dirt Road
Have any questions or concerns?
We’re always ready to help!
Call us at
432-466-4414
or send us an email to:
Important Info:
Refund policy
Returns
Our policy lasts 72 hours after your package has been marked delivered. If 72 hours have gone by since your purchase, unfortunately, we won't offer a refund or exchange. You must email us first to initiate your return/refund. Please check out our email etiquette section for directions on how to write an email if needed.
Email: txdirtroad1444@gmail.com
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The buyer is responsible for shipping back. We will NOT accept your return until the original package has been received.
Several types of goods are exempt from being returned. This includes earrings, beanies/hats, worn/washed clothing, shoes, printed phone cases, and phone accessories that are physically attached to your phones (ex. phone grips & card wallets).
Additional NON-returnable items:
- Custom Items
- Sale Items
- Gift cards
Email Etiquette
When initiating a return/cancellation/refund, please add as much detail as you can. Explanations, pictures, anything to help move the process along faster. PLEASE add your ORDER NUMBER and REASON FOR INQUIRY in the subject line of your email. This will make it much faster for you to get a response.
Please use this mock-up email if you need to:
SUBJECT: Order #_______ : Reason for Inquiry - "Return/Exchange Phone Case"
MAIN BODY: (please be descriptive to whatever you are inquiring about - you can copy & paste if this pertains to your order)
Cancellation Policy
Your order can be canceled within 24 hours of purchase ONLY if the package has not shipped yet. If your order has shipped, no cancellations will be allowed. Please look at our refund and return policy, if applicable.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. The original shipping cost will NOT be refunded.
If you are approved, then your refund will be processed and applied to your original payment method or offered as a store credit.
If your refund is not approved, your item will be shipped back to you and you will be billed for the cost of shipping.
Late or missing refunds (if applicable)
If you’ve done all of this and you still have not received your refund yet, please contact us at txdirtroad1444@gmail.com
Sale Items and Clearance (if applicable)
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded and are excluded from any returns or exchanges.
Shipping
If you need a return address, please email us at txdirtroad1444@gmail.com. Because this is a home business, we do not publicly display our address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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Q: When will I receive my order?
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Depending on the type of product ordered, it could take up to 2-3 weeks. Each item will be ready to ship unless stated otherwise. PLEASE make sure you are reading the product descriptions to know our turnaournd times.
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Products that could be made to order: t-shirts, phone cases, *some* leather product (like earrings), and pre-orders.
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We have a current processing time 4-5 business days. This is NOT "shipping" time. Processing time is the time between when an order is placed by a customer and when the order is fulfilled by the business. Shipping time is estimated once that package has been physically dropped off at the post office.
Q: My tracking says delivered, but I did not receive my package. What do I do?
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Once the package has been dropped off at the post office, it is completely out of our control. Please do not email us asking where you package is. We only see the tracking as "delivered" just like you do. According to any buyer protection rules, if your package states "delivered", the seller is not responsible for making sure you get your package found.
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You will need to contact your local post office or UPS (depending on which carrier the package was shipping through). They are the ones handling your package and have more extensive tools to help you find your package.
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Please wait 24 hours, or until the next mail day, before reaching out. Sometimes mail delivery drivers accidentally mark a package delivered or miss it in the trucks. Sometimes they accidentally deliver it to the wrong house and will usually return the package the next day.
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If you fear that this is something that could happen to you, or happens often, it is probably smart to start using our Route Package Protection add-on or start using USPS Priority shipping, which coveres lost and stolen merchandise up to $100 (under their requirements). Although it is a slightly higher price, you do NOT get ANY coverage using standard, first class shipping. This is a risk you have to take buying anything online.
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Please also double check that your shipping address is entered correctly BEFORE you buy. We do not know where you live, nor do we have the tools to know if you address is correct or not. We will ship exactly to the address you entered in. If you entered the wrong address, that is completely up to you to find your package.
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Q: How do I make changes to an order I already placed?
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If you believe that you need to change something on an order you have place. (Ex: shipping address, size of something, color of something, etc.), you NEED to send us an email at txdirtroad1444@gmail.com ASAP. We try to ship our orders as fast as we possibly can so it's best to let us know very quickly.