FAQs

MODIFY ORDER
Q1: How can I change the shipping address?
The shipping address is only changed within 48 hours since you placed an order. In this case, you can email us via support@longhornloom.com for immediate assistance. After the above time, we suggest that you contact the shipping carrier by yourself to ask for their help.

Q2: How can I change my billing address?
Unfortunately, the billing address is the default so we have no right to edit it. But if only the shipping address is correct, you will still be able to receive your order.

Q3: How can I cancel my order?
Unfortunately we will only be able to support you to cancel your order within 24 hours of placing your order. Please email us via support@longhornloom.com for immediate assistance.

SHIPPING & DELIVERY
Q1: How much does shipping cost?
The shipping cost depends on where it is shipped to (eg: US, CA, EU,…). The shipping cost is calculated during the checkout process. You can review it before completing your purchase in our store.

Q2: When will my order process and ship?
Processing Time: 1–2 Business Days
Every pair is packed with grit and pride — just like a cowboy’s way. Thanks for your patience and support! To estimate the delivery time, please review the time frame at Shipping Policy

When your order is shipped out, you will receive the shipping confirmation email, you can follow the order status by checking the tracking link provided.

Q3: My tracking number doesn’t work, what should I do?
Your tracking number will be active as soon as the order is delivered to the carrier, please wait 3-4 business days for your tracking number to update and check again. If after this period you are still having problems, please email support@longhornloom.com for further assistance.

Q4: Tracking information shows notice information (return to sender, failed to deliver, etc…. or it stops updating for a long time)
If you have any of the above problems, please email us via support@longhornloom.com for further assistance. We will contact you within 24 hours after submission. Thank you for your patience!

Q5: The tracking shows my order as being delivered, but I haven’t received it?
We’re sorry to hear that you didn’t receive your package. Sometimes, for the safety of your shipment, the carrier may have placed it in a safer location, please check:

  • Cameras around the house
  • Mailbox
  • Porch
  • Garage
  • Any area beyond potential weather hazards
  • Outside doors and any place where packages can be placed

If within 2-3 business days you still have not received your package, please email us via support@longhornloom.com . The important thing is that you have to provide the exact shipping address to let us check your order situation.

Q6: I ordered 2+ items, but only received one… where’s my order?
Your items may ship separately, so the rest of your order is still on the way.
Please allow 1–3 more business days — thanks for your patience and support!

RETURNS AND REFUNDS
Q: I want to return my order because I received the wrong/damaged/missing package. What should I do?
Our mission is to catch up with customer satisfaction and want to make sure our customers feel perfectly safe when shopping with us.

Welcome to Western & Cowboy Jeans Amazing Service!
Focusing on our customer satisfaction is the top of our mission, we always pull out all the stops for bringing the best customer experiences regarding the product & service qualification when doing business with us.

  • 100% REFUND OR RESEND: 100% refund or resend a new product if the product is not the right size you selected in the order or is defective or damaged in transit.

You don’t even need to RETURN your items to us, it will take your valuable time and money. Please we do not want it to happen to our customers! Email us at support@longhornloom.com and we’ll try our best to support you!

PAYMENT
Q1: Additional Fee
Some customers leave feedback that some bank cards may not be authorized to process international transactions. To serve our clients from around the world, we use payment processors called Paypal and Payoneer, which allow all types of payments but incur additional fees.

We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand if this is the case.

If there is anything else we can help you with, please email support@longhornloom.com . One of our customer service specialists will answer your inquiries within 24 hours.

Q2: Import Fees, Duties and Taxes
We do not collect any tax for international shipping. All taxes and duties fees are the responsibility of the receiver.
The VAT charges may be vary according to the country. We recommend contacting your local customs office for more information.
Q3: Why is my card getting declined?
In fact, there are so many common reasons why your card is getting declined. If your card payment has been declined and you’re not sure why, please check the following reason below:

  • Make sure it has been activated, If your card is new or recently reissued.
  • Review Your Card Info:
    • Double-check that all of your information was entered correctly. Transposing numbers ( CVV ) is an easy mistake to make.
    • Check the Card Expiration Date
  • Over Your Credit Limit: Depending on your card, if you are already over your credit limit or if this transaction would push you over it, your purchase can be rejected. While some credit cards let you go beyond your credit limit, other lenders might say no to the purchase.
  • Suspected Fraud: If you are making a large purchase, especially one outside your normal shopping behavior, the transaction may be flagged for potential fraud. Try to verify the transaction by submitting the code ( OTP ) or contacting your bank and retrying the process later.
  • Your Account Was Closed: contact your bank or try adding a new card.
  • A technical error occurred: Please retry the process at a later time.

If everything seems to be correct, call the card issuer’s customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your payment. If not, you can checkout via Paypal to place an order.

Q4: Why am I being double-charged?
If you get the double charge but just order one purchase, the first thing you need to do is check the confirmation email.

In case of receiving more than one confirmation email with different order numbers, which means that you placed orders. Please check the order information carefully and email us via to cancel your order.

In case of receiving just one confirmation email, please don’t worry, for some payment types, we use an authorization hold to verify that the money to fund your transfer is available in your account. This is only temporary — your account will not be charged twice. If you’re not sure whether a charge is an authorization hold, we recommend that you contact your bank and contact us to ask for more details. The hold should be removed within 1 to 8 business days.

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