Frequently Asked Questions

Find quick answers about WEST66 GOODS orders, shipping, returns, product care, customization, and wholesale orders.

Orders and payment

Can I cancel or change my order?

You may request a cancellation or address change within 24 hours after placing your order. Email hello@west66goods.com as soon as possible and include your order number. Once an order has shipped, it cannot be canceled or intercepted, and shipping charges are nonrefundable for a customer-requested cancellation or address error.

Which currency is used?

Prices are displayed in U.S. dollars unless the storefront or checkout clearly displays another currency. Applicable taxes, shipping charges, and available payment methods are shown before you complete checkout.

Can I place a personalized or custom order?

Customization may be available for selected products and business orders. Production time, minimum quantity, pricing, and design requirements depend on the request. Customized, personalized, engraved, and made-to-order products are normally final sale unless they arrive damaged, defective, or different from what was approved.

Shipping and delivery

How quickly will my order ship?

In-stock orders are normally processed within 1–2 business days, excluding weekends and U.S. federal holidays. Personalized, made-to-order, pre-order, and high-volume orders may require additional production time.

How long does standard delivery take?

Typical transit estimates after dispatch are:

• United States: 7–10 business days;
• Canada: 10–12 business days;
• Australia: 7–10 business days; and
• New Zealand: 7–10 business days.

The shipping method and estimated delivery date shown at checkout apply. Delivery windows are estimates rather than guarantees.

Do you offer expedited shipping?

Paid expedited shipping may be available at checkout for an additional charge. Availability and delivery estimates depend on the destination.

Do you offer free shipping?

Standard shipping is free on eligible orders with a merchandise subtotal of US$75 or more after discounts and before taxes. Any available free-shipping option will appear at checkout.

Will I pay customs duties, VAT, or import taxes?

For international orders, including shipments to Canada, Australia, and New Zealand, the recipient is responsible for import duties, VAT or GST, brokerage fees, customs-clearance charges, and other destination-country fees unless checkout expressly states that a charge is included or prepaid. Tax treatment can vary by destination and order value. Review the checkout total carefully before ordering; local authorities or the carrier may collect additional amounts before delivery.

How can I track my order?

When tracking is available, we send it to the email address used at checkout after dispatch. Tracking may take up to 48 hours to show movement. For full delivery information, see our Shipping Policy.

Returns, exchanges, and refunds

What is your return period?

Eligible unused and unworn products may be returned within 90 calendar days after delivery. Products must remain in their original condition. Personalized, monogrammed, engraved, made-to-order, and otherwise customized products are not returnable unless defective or incorrect.

How do I start a return or exchange?

Visit Start a Return and provide the requested order information. Wait for authorization and return instructions before sending anything. Do not mail products to our corporate address unless our customer care team specifically instructs you to do so.

Who pays return shipping?

For an ordinary change-of-mind return, the customer pays return shipping. We do not charge a restocking fee, and original standard shipping is refunded for an eligible return. Expedited upgrades and shipping charges associated with a shipped cancellation, refusal, or customer address error are not refundable unless required by law.

What if my item is damaged, defective, or incorrect?

Contact us within 7 business days after delivery and include your order number plus clear photographs of the item, packaging, and shipping label. We aim to review the evidence within 2 business days. If the claim is approved, you may request an appropriate replacement, exchange, or refund at no additional shipping cost.

How long does a refund take?

Approved refunds are initiated to the original payment method within 2 business days after approval. Your bank, card issuer, or payment provider determines when the funds appear in your account. Read our complete Returns & Exchanges Policy.

Products and care

Will natural or handcrafted materials look exactly like the photographs?

Natural stone, genuine leather, antiqued finishes, and handcrafted components can show small variations in color, pattern, texture, grain, or finish. These characteristics help make each piece distinctive and are not necessarily defects.

How should I care for my bolo tie?

Keep it dry, avoid chemicals and prolonged sunlight, wipe the metal and stone gently after wear, operate the slide without forcing it, and store the cord flat or in a wide, loose coil. Read the complete Material & Care Guide.

Wholesale and business orders

Do you accept wholesale, retail-partner, or corporate orders?

Yes. We work with retailers, boutiques, stylists, event professionals, hospitality businesses, and corporate buyers. Minimum order quantities, wholesale pricing, customization, samples, production schedules, and shipping terms are quoted according to the project. Learn more on our B2B & Wholesale page.

Is there a fixed wholesale minimum order quantity?

No single minimum applies to every project. The minimum quantity depends on the product, customization, packaging, and production requirements. Contact us for a quotation.

Still need help?

Visit Contact Us or email hello@west66goods.com. We normally respond within 2 business days, Monday through Friday, excluding U.S. federal holidays.