FAQ's/Warranty
FREQUENTLY ASKED QUESTIONS
Here at Frank’s, we’re committed to quality and great customer service! When you shop with us, we want you to feel that we have surpassed your expectations.
FRANK’S GUARANTEED FIT:
If you are fit by Frank’s in-store, we will guarantee the fit on the uppers and lowers (around the leg and foot). We will fix or rebuild the boot to correct any errors in the fit.
However, we cannot guarantee safety or hard toe boots, as we purchase steel and composite inserts from a third party supplier. Rubbing or any contact in the toe box is not covered by our warranty.
If you opt to submit a fit sheet, we will guarantee the fit around the foot, as long as the steps on the fit sheet are followed precisely. If a stock upper can be used, we will guarantee the fit around the leg. If there is a need for a special uppers, a higher probability of error may occur, when you have someone take the measurements of your leg. Therefore we cannot guarantee the fit of the upper.
FINDING YOUR SIZE:
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When choosing your boot size, a conversion chart will be shown on all brands, with the exception of our Frank’s Boots.
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Medium widths are indicated as “medium” or by the letter D and Wide widths are E for wide.
WARRANTY & RETURNS
FRANK’S HANDMADE BOOTS:
Upon inspection and at our sole discretion, Frank’s Boot Company may repair or replace your handmade boots, if it is a result of material or workmanship flaws, for a period of up to 1 year from purchase date. We do not warranty boots damaged by fire, or other natural elements, or normal wear and tear. We cannot guarantee the comfort of a safety toe boot, as we purchase steel and composite inserts from a third party supplier. Rubbing or any contact in the toe box is not covered by our warranty. Return shipping costs will not be covered under any circumstances. Please contact us with your concerns and we will determine what repairs are necessary.
Returns:
All returns will be considered on a case by case basis. If it is found that the boots have been worn outside or deemed in “used” condition, they would qualify as non-returnable. A 15% restocking/service fee is charged on all Standard option Frank’s Boots. All returns must be in new, unworn condition with original packaging and sales receipt. Return shipping costs will not be covered under any circumstances.
All special order boots are non-refundable.
ALL OTHER BRANDS:
RETURNS
All returned boots must be in new condition with original packaging and sales receipt. All returns will be considered on a case by case basis. If it is found that the boots have been worn outside or deemed in “used” condition, they would qualify as non-returnable. Return shipping costs will not be covered under any circumstances. All returns must have a return authorization number issued by Frank's boots in advance before the boots can be shipped back. No returns will be accepted without prior authorization.
SPECIAL ORDERS:
For special orders, we can assist with ordering a specific brand or size, in the brands we carry. If you would like to order our handmade or custom boots, we’d love to help you build a pair of boots with your dimensions and specifications. Give us a call or email us for specific product requests.
RESOLES, REBUILDS & REPAIRS:
A great advantage of handmade boots is they can be resoled or completely rebuilt. We are experienced with all brands of handmade boots, as well as western boots.
At Frank’s, we hope to have a long standing relationship with you, so we want your boots to last. We know your boots work as hard as you do and we can help you determine if you need a resole or rebuild.
A resole includes new soles and heels, our technicians check all stitching, shine, polish and patch tongues. If necessary, we will replace tongues for an additional charge. If mid soles need to be replaced, an additional fee will apply.
A rebuild replaces all the materials and leather, except for the upper portion of your boot. The upper is the part that forms around your ankle. We use your original upper and replace shanks (arches), vamps (toe piece), soles, heel counters, worn hooks or eyes, re-stitch any bad seams, and clean and polish your boots. In some cases, due the condition of the heel counter, the leather may not need to be replaced. Upon completion, it will feel like a brand new pair of boots, but they’ll already be broken in to fit your ankle and leg. Please note: Tongues are not included in a rebuild. If necessary, we will replace tongues for an additional fee.
If it is determined that additional work and charges are necessary, we will complete these to assure the quality of your boot.
Mail or bring your boots to: 3805 N Market Street, Spokane, WA 99207
SHIPPING:
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Shipping & handling costs for Frank’s handmade boots are approximated at $35 for shipping within the continental US. While we do ship outside the continental US, additional shipping charges may apply. Shipping can be quoted via phone or email.
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We can ship via FedEx Ground, UPS, or USPS. 3-day Air, 2-day Air, or Next Day Air are available. Additional fees apply. If any option other than standard ground shipping is chosen, rates are quoted on a case by case basis.
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Return shipping costs will not be covered under any circumstances.
DEPOSIT FOR TRY ON BASED FITTING:
In the case of try-on boot sent, a 100% deposit is collected for the price of the value of the try-on boot used. If the price of the boot differs from the try-on pair, the total will be adjusted.
PAYMENTS:
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We accept all major credit cards including MasterCard, Visa, American Express, Discover and Pay Pal.
***Production lead times, given verbally or in writing, are only an estimate***