Cowhides are animals that are not perfect and may have flaws and imperfections including but not limited to scars, patches, discolorations, and brands that we feel add to the authentic one of a kind feel that each and every cowhide gives.
Returns & Exchanges
ReturnsWe take an immense amount of pride in our customer service experience when shopping with Cowhides Direct. We offer premium cowhide rugs with actual pictures of the rug you will receive so there are no surprises when your order arrives. If you are not 100% happy with your purchase, you may return it within 30 days after delivery.
- You may choose for Cowhides Direct to provide you with a return shipping label for $19.99 (Continental US Only / Single Item Orders) or you may use your own shipping.*
- Returns filed within 7 days are subject to a 10% restocking fee plus round trip shipping costs.
- Returns filed after 7 days are subject to a 20% restocking fee plus round trip shipping costs.
All returns must be in new condition and in the original box (if possible but not required). If you do not go through the return process receiving a return authorization number, you will be charged a mandatory 25% restocking fee. Because your items may be lost in our warehouse without a return authorization fee, we take no liability for your items being lost and there is the possibility there will be no refund on your order.
If your order is lost, damaged, or arrives incorrectly, Cowhides Direct will exchange and replace your order with a product of the same value and style. Orders that are lost must be reported within 7 days of showing delivered from the shipping company. Please call us at 800-651-2747 to get your return authorization number.
For custom ottomans, we will pick a rug that is as close as possible to what is pictured but it will not be exact unless an exact rug is chosen and marked on your quote/invoice as such. You make a cowhide selection within 3 business days of placing your order or we will choose one for you. Once production has begun, we can no longer make changes to the cowhide chosen for your ottoman. You can request a photo of your custom ottoman before it has shipped but it is not required. Items shown on our website may vary in actual color because of dye lots and monitor color. We offer free swatches of our materials that can be ordered at no cost before your order is started. If you do not order swatches to be approved, by default we will make the furniture order with the closest material as possible to match the pictured item.
Once a payment or deposit is made, it is non-refundable. If delivery is unable to be scheduled by the customer, you will be subject to local storage fees until it is deliverable. All estimated ship times for furniture are estimates and are in no way guaranteed. Furniture items will be shipped with standard curbside delivery. Furniture item(s) shipping times are estimated and may take longer due to their custom nature. In the rare event that an order is damaged in transit, we reserve the right to repair or replace the piece of furniture. Damaged items must be noted with the shipping company upon delivery.
ExchangesWe would love to keep you as a Cowhides Direct customer so in the event that your order doesn't meet the size, color, or shape that you had desired, you may exchange your order.
- We will provide you with a return label for your exchange at no cost*
- Exchanges must be made within 30 days
- All items whether exchanged or returned must be authorized prior to sending and refunds will be processed only once Cowhides Direct receives the order in like new condition.
- Cowhides Direct offers free ground shipping return labels on exchanges for the first exchange of cowhide rugs only; pillows, calf hides, and goatskins are subject to round trip shipping charges. (Continental US only). Additional exchanges will be the customer's responsibility to pay shipping.
- Please note it takes 10-14 business days to process your refund once the items arrive to our warehouse.
- We are not responsible for pricing errors on our site.
- Orders approved for return must be sent back within 7 days of receiving authorization or the return will not be approved and the order will be returned.
- Items needing repair or replacement under the Cowhides Direct replacement plan are the customer's responsibility to ship back to Cowhides Direct.
- Labels provided at $19.99 are only for single item orders, for orders with multiple items, labels will be provided at the rate billed to Cowhides Direct from UPS.
- Orders shipped with a free expedited shipping promo code will be refunded minus the actual shipping amount round trip based on this expedited amount. Exchanges on orders that use expedited shipping promo code must pay all exchange shipping prices.
- Cowhides Direct is not responsible for shipments lost due to incorrect addresses being given. If we receive an address change request after your order has already shipped, we will do our best to reroute your order but cannot guarantee accurate delivery. You will also be responsible for any address change fees incurred from the shipping carrier before we file the address change request.
- Once an order has been fulfilled (shipped), we cannot cancel the order and any returns will be subject to our standard returns and exchanges policy.
- Orders returned or exchanged that are not in like new condition will be sent back to the sender and a refund will not be processed.
By ordering from CowhidesDirect.com, you agree to this policy.