Chilhowee FAQ Page

Frequently Asked Questions:
Click on the questions to see the answers

1. How long will it take for my order to be shipped?
2. How can I tell if an item is in stock?
3. Do you ship via UPS or Postal Service?
4. Can you RUSH my order?
5. Do I have to use a credit card to order with the shopping cart?
6. Can I pay for my order with a personal check?
7. Can I pay for my order with PayPal?
8. Do you ship internationally?
9. What happens if my new leather doesn't fit the way I expect it to?
10. How do I return a product for a refund?
11. Can I return leather motorcycle boots?
12. How much do you charge for shipping and handling?
13. Do I have to pay sales tax?
14. Which Credit Cards do you accept?
15. Do you offer Motorcycle Club Discounts?
16. Can I come to your store to purchase your products?
17. How do I protect my leather investment?
18. Will my leather stretch?
19. How often should I condition my leather jacket, vest, and chaps?
20. Do you offer special prices for dealers/wholesalers?
21. Do you do any custom work?
22. Can I order my leather product in a different color besides black?
23. Do you offer products that are not listed on your site?
24. Where are your products made?
25. Do you sell or distribute any of my information; email, phone number, etc?
26. Do you drop ship straight from the manufacturer?
27. How do I use a Discount, Credit, or Gift Certificate Code?

1. How long will it take for my order to be shipped?
Items that are IN STOCK typically ship out within one or two business days. Items that are not in stock or that are custom made usually take a few days or even longer, depending on the item. When your order is shipped, we'll send you an email confirmation. UPS Next Day Air, Second Day Air, and Three Day Select are also available at extra cost.

We are firmly committed to quality and dependable service at Chilhowee Motorcycle Leather, and you can check the status of your order online.
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2. How can I tell if an item is in stock?
On the item page near the product price, you'll see that we let you know that the item is in stock - or that it is backordered with the anticipated date of availability.
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3. Do you ship via UPS or Postal Service?
Both. We ship via UPS and Priority Mail through the Post Office. In the lower 48 states, we ship all packages over 3 pounds via UPS and the smaller packages are shipped via priority mail. International locations are shipped via US Postal Service Priority Mail International.
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4. Can you RUSH my order?
We can ship your order UPS Next Day Air, Second Day Air, or Three Day Select at an extra cost. You can arrange that when you call your order in toll free or call us after you've placed an order from our site.
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5. Do I have to use a credit card to order with the shopping cart?
No, not at all!

Ordering from Chilhowee and paying with PayPal, check, or money order is easy and works almost the same as a credit card. All forms of payment are handled by our easy 3-step checkout process. After you put all the items you want to order in the shopping cart, you can then "checkout" and complete the information as if you're paying with a credit card (you just don't have to fill out the credit card info). The second step of our checkout includes payment buttons for credit cards, PayPal, check and money order. Just click the form of payment you want for your order, and then continue with checkout. It's as simple as that!

After you complete your order, we will send an order confirmation via email. This email will include instructions for the form of payment you selected. Use PayPal or send your check or money order to us and we'll confirm when we receive it.
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6. Can I pay for my order with a personal check?
Yes, you can. Orders paid with a personal check must be held until the check clears your bank. Credit & debit cards, a bank or Postal Money Order, and traveler's checks allow us to ship products immediately, as available.
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7. Can I pay for my order with PayPal?
Yes, and although we don't have PayPal buttons programmed into our site, it's still easy to use PayPal to order from Chilhowee Motorcycle Leather. Simply send cash to our PayPal account: service@chilhowee.net

You'll need to do the following:

1. First, decide what you want to order using our "add to cart" buttons. When you have placed all the items you want to purchase in the "cart", click on the "check out" button on the top-right corner of our website.
2. Here you'll see the items you added to your cart, along with price and item info.
3. On Step 2 during checkout select PayPal as your payment method - your credit card information is NOT required!
4. Complete your order - we'll immediately send an order confirmation email containing instructions on how to finish your order by paying using your PayPal account
5. Log in to your PayPal account (www.paypal.com).
6. After logging in, click on the "Send Money" tab.
7. In the box labeled "To" (Email or Phone), enter: service@chilhowee.net.
8. Then type in the amount of cash for your order in the "Amount" box.
9. U.S. Dollars must be the selected currency.
10. In the "For" section, select: "Goods".
11. Click the "continue" button.
12. In the "Subject" box, enter your order number.
13. In the box labeled "Message", enter your order number (or any other info you'd like to tell us)
14. Click "Send Money" to finalize the payment.

8. Do you ship internationally?
Yes. Currently, all international orders ship via US Postal Service Priority International Mail. Once you place an order we'll contact you to let you know the shipping costs. When you agree to the additional shipping costs, we'll charge your credit card for the additional amount and send your order right out.
To view a list of approved countries and our international shipping policies click here.

9. What happens if my new leather apparel doesn't fit properly?
Since you can't actually try on the items before you buy, sometimes leather apparel won't fit like you'd hoped and a different size is needed - it's easy to exchange. Just follow these simple steps:
All items returned to Chilhowee for an exchange must have a Return Authorization Number on the outside of the shipping box. To obtain an RA number, please call (877-223-1602) or email us. We'll need to know your first and last name and the specific item(s) you wish to return. Returns without an RA number clearly written on the outside of the package will not be accepted. All packages must be returned with a tracking number to:
Chilhowee Motorcycle Leather
Att: Exchanges
903 NW F Street
Grants Pass, OR 97526
There is no extra fee for exchanges. Shipping fees will not be reimbursed unless customer received incorrect items due to an error made by Chilhowee Motorcycle Leather. In this case, Chilhowee will reimburse only standard ground shipping charges.
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10. How do I return a product for a refund?
Returns are easy once you've read the policy below. We will refund or exchange any merchandise returned within 30 days. Items must be in new, re-sellable condition and returned with the original packaging, including tags and labels. Please ship all items in a shipping box.

Returns:
All items returned to Chilhowee must have a Return Authorization Number on the outside of the shipping box. To obtain an RA number, please call (877-223-1602) or email us. We'll need to know your first and last name and the specific item(s) you wish to return. Returns without an RA number clearly written on the outside of the package will not be accepted. All packages must be returned with a tracking number to:
Chilhowee Motorcycle Leather
Att: Returns
903 NW F Street
Grants Pass, OR 97526
If your order was a special order, custom order, or closeout item, your return will be subject to a 20% restocking fee. Once a return has been received you will be notified by e-mail.

Shipping fees will not be reimbursed unless customer received incorrect items due to an error made by Chilhowee Motorcycle Leather. In this case, Chilhowee will reimburse only standard ground shipping charges.

NOTES:
1. Items that have been used, worn, installed, or have had tags removed cannot be returned for a refund or exchange.
2. If you received $6.95 shipping on a returned item, the original amount it actually cost us to ship the product will be deducted from the refund.
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11. Can I return leather motorcycle boots?
If you are dissatisfied with the fit of your motorcycle boots, or dissatisfied for any reason, the boots may be returned to Chilhowee for an exchange or refund. Boots must be in "AS NEW" condition and returned within 30 days for exchange or refund. (Please follow the procedure above in Question #10.)

"AS NEW" condition means boots have been tried and worn inside on the carpet, but not outside on the pavement or worn for a test on the bike. Boots with any noticeable wear will be disqualified from our exchange and return policies.

If you received free shipping on a returned item, the original amount it actually cost us to ship the product will be deducted from the refund.

12. How much do charge for shipping and handling?
Just $6.95 (lower 48 states only). Yep, that's all. All orders ship for $6.95. Please note: Extra charges will apply on orders to Alaska, Hawaii and international destinations. (You will be contacted by our Customer Service department once the cost has been calculated.)
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13. Do I have to pay sales tax?
There is no sales tax when you order from our website. And since Oregon has no sales tax, you'll pay no sales tax when you come to visit us and make purchases in our store.
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14. Which Credit Cards are accepted?
· Visa (credit and debit)
· MasterCard (credit and debit)
· Discover
· American Express
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15. Do you offer Motorcycle Club discounts?
Yes, we do. Club discounts are established when one of the club officers contact us and initiate a minimum quantity order for club members. Once that has been done, all club members are eligible for a discount on every purchase as individuals. You'll need to contact your motorcycle club officers to find out whether the organization has established a club discount and then request the discount code from them.
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16. Can I come to your store to purchase your products?
Absolutely! We are always happy to have customers come in and browse our showroom and take a tour of our shop. We have the largest selection of leather apparel and motorcycle accessories in the Northwest and will roll out the red carpet for you!
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17. How do I protect my leather investment?
Click here to see how to care for your leather products.
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18. Will my Leather stretch?
Many leathers will have a little give to them with wear, but it's not a good idea to count on them stretching a lot to get a comfortable fit.
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19. How often should I condition my leather jacket, vest, and chaps?
It's a good idea to condition your leather every 4-6 weeks with a good quality leather conditioner like Chilhowee Buffalo Butter. To keep your leather from fading from the sun's UV rays, we encourage customers to apply 303 Anti-Fade Protectant more frequently.
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20. Do you offer special prices for dealers/wholesalers?
At this time Chilhowee Motorcycle Leather does not have a dealer or wholesale program (although we receive many requests). If you own a motorcycle store, you are certainly welcome to order from us. However, the prices will be the same as the ones advertised online.
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21. Do you do any custom work?
Yes, we do. There are some items we don't make and some that we haven't made yet. The best thing to do is to call or email us and tell us what you're looking for.
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22. Can I order my leather product in a different color besides black?
You can get many items in colors other than black. We stock several shades of tan and brown, as well as grey and white. If you're looking for one of these colors, we're glad to send you a sample. Just email us a request for the kind of color you're looking for.
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23. Do you offer products that are not listed on your site?
Oh yes! We have many items in our store that we don't list on our website or in our catalog. Looking for something you don't see? Call or email us. We're glad to help!
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24. Where are your products made?
Our leather motorcycle accessories are handcrafted right here in our Oregon shop. Our deerskin gloves are also made here in Oregon. Our partner makes our awesome saddlebags, tool bags, and windshield bags here in the USA. Many of our apparel items are imported, but we guarantee that you'll love the superior quality and construction - and especially the price - or we'll refund your purchase. No Hassle!!
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25. Do you sell or distribute any of my information; email, phone number, etc?
No, Chilhowee Motorcycle Leather does not distribute or sell any information that you provide. We protect your information! For more information, see our Privacy Policy
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26. Do you drop ship straight from the manufacturer?
Most of our items will ship directly from our Oregon shop or one of our distribution centers. Other items may ship directly from the manufacturer.
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27. How do I use a Discount, Credit, or Gift Certificate Code?
It's easy to use your Chilhowee Motorcycle Leather Discount, Credit, or Gift Certificate Code. Here's how:

Online Orders:
· Shop to your heart's content. When you've added everything to your shopping cart and are ready to checkout, click the "Check out" button.
· In Step 1 of the checkout process, just type your code in the "Discount, Credit, or Gift Code" box and then click the "update" button to see your savings.

Telephone Orders:
· Simply call our friendly staff toll free (877-223-1602) and place your order. Be sure to tell the Chilhowee Motorcycle Leather representative that you are using a credit or discount code before they enter your information. They'll take care of the rest!

In Our Retail Store:
· Use your credit or discount code at our retail store (903 NW "F" Street, Grants Pass, Oregon, USA) to purchase any of our products or for a custom order. We'll roll out the red carpet for you!
· Just present your code to the cashier when you check out.

If you have any questions or need assistance, call our friendly staff toll free (877) 223-1602.
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