FAQs

How do I change or cancel my order?

We fulfill orders quickly, and once your order has been processed in our system, it cannot be cancelled or changed. This generally occurs within one to two hours of placing your order. To request an order cancellation, contact us immediately by using the Contact Form and selecting “cancel order” from the drop down menu. Enter your order number and email address to see if your order is still eligible for cancellation; if it is, you can request a cancellation directly using the form. If your order is no longer eligible for cancellation, you will be able to see this as well by using this form.

Was I charged twice?

For orders made with a credit card, we place an authorization hold on your debit/credit card when you initially place an order. Orders may be split into multiple shipments. Because we charge for items when they are shipped, or as a pre-payment for special order items, this may result in multiple charges. However, the total amount charged adds up to the amount displayed when you placed the order.

Will I be charged sales tax?

Items sold on Leatherology.com and shipped to locations both inside and outside the US, including territories, may be subject to tax. For example, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to another state. Orders shipping to international addresses will incur GST/PST, which are combined and listed on one line in calculating your shopping cart total. No tax is charged when purchasing gift cards; however, purchases paid for with gift cards may be subject to tax.

Where is my order confirmation email?

An order confirmation email is sent within 1 hour of placing your order. If for some reason, you did not receive an email, please check your spam folder and add support@leatherology.com to your safe senders list. Once your order ships, you will also receive a shipment notification including your tracking number.

Do you include gift receipts?

We treat each order as a gift, whether it’s for yourself or a loved one. All shipments will include an order packing slip, but will not display any pricing.

Do you offer local pickup?

We do not currently offer a local pickup option for any orders. With this in mind, please feel free to place your order, as normal, through our website.

Do you offer in-person shopping?

We do offer private shopping appointments to our customers in the Dallas-Fort Worth area at our corporate headquarters, located in Carrollton, Texas. In-person appointments are only available on select days. You can book your own one-on-one shopping experience with our Associate Manager of Retail and Experiences. Please note, virtual appointments are also available on request.

When will my order ship?

Please enter your zip code into the shipping and tax estimator in the cart to determine your estimated order arrival date and shipping options available.

Processing time before your order ships will vary depending on personalization selection and does not include weekends or holidays. Hand painted, Trapunto, and backordered items have a longer processing time. You can see the estimated shipping timeline on the product page as you select your item/monogramming and in your cart. Please see our Shipping Page for more details.

How do I track my order?

You may use our Track My Order feature 24 – 48 hours after your order has shipped to view its progress. 

My order appears to be stuck or lost in transit. What should I do?

If the item appears to be stuck in transit and is not moving, contact our Customer Care team and we will work towards a solution.

My order shows delivered, but I have not received it. What should I do?

If your tracking details show the package was delivered and you cannot locate it, we recommend waiting 24 hours following delivery confirmation as some tracking displays a delivered status prior to their arrival at the destination.

If it has been more than 24 hours please do the following:

  • Look for a notice of attempted delivery left by the carrier
  • Look around the delivery location for your package (on the porch, by your garage etc.)
  • See if someone else in your household or a neighbor accepted the delivery
  • Verify the shipping address used by the carrier and on your order was correct
  • Some packages travel through multiple carriers, double-check your mailbox or wherever you normally receive mail

If after this 24-hour period, you believe the order may be lost or stolen, please reach out to the Customer Care team via our Contact Us form or by calling 1.800.818.4478.

Do you ship Internationally?

We currently offer international shipping to Canada, Australia, Mexico, and many European countries via FedEx. Visit our Shipping page for more information.

Where are your products manufactured?

Our products are produced in our world-class, wholly-owned and managed, state-of-the-art-facility based in China, which adheres to our strict quality standards and ethical manufacturing practices. We carefully control all materials and processes from start to finish, and we’re delighted to provide our customers with high-quality products produced in a state-of-the-art facility. Our team is here to make our products better in form and function and always strives to deliver the best products possible at a fair price to our customers.

Will the actual product vary from what I see on your website? 

The product images shown have the most accurate color possible. Differences in computer monitors may result in color variations between the actual product and your computer monitor. Please be advised that in some cases variations in leather grain or texture may also occur due to the nature of full-grain leather. We do our best to provide you with the most accurate images, but please be advised that some variation in color & leather texture may exist.

Do you have a warranty policy?

We care deeply about the quality of our products and carefully inspect each item before it is shipped to you. If you believe there is a material defect with your order, please contact us immediately after receipt so we can help you to resolve.

Leatherology items carry a one-year limited warranty against defects in materials or craftsmanship, from the original date of purchase. The warranty does not cover normal wear and tear, accidental damage, improper care, or alterations. To initiate a warranty or repair request, please contact us. Proof of purchase from Leatherology is required, and third-party purchases are not covered. We will, at our discretion, repair or replace the item.

What is your return policy?

Please refer to our Returns Page for more information.

How long does it take to process my return?

Please refer to our Returns Page for more information.

How can I redeem a gift card? What are the gift card terms and conditions?

Please see our Gift Card FAQs Page for more information as well as the full gift card terms and conditions.

Do you offer volume discounts or custom logo personalization?

Yes! Volume discounts are offered on qualifying orders. Logos or custom artwork can be added to most styles. To learn more visit our Corporate Orders page or Inquire Now.