FREQUENTLY ASKED QUESTIONS
WHAT TO KNOW ABOUT COVID 19:
Please note that due to the world pandemic of COVID 19, we are experiencing shorter working hours with regards to customer service inquiries. In addition, we cannot process any warranty claims, returns or exchanges at this time until the government imposed lock downs on various non essentail businesses are lifted. However, shipping of orders is not affected and it's business as usual. We apologize for the inconvenience and we thank you for your patience as we all get through these challenging times.
WHAT CURRENCY IS CHARGED ON LDWEST.COM?
All price on www.LDWEST.com are in USD.
DO YOU OFFER HOLIDAY SHIPPING GUARANTEE?
To receive guaranteed 1-3 business day delivery of your items before Christmas, we must receive your order by December 18, 2018. Orders placed after this date can no longer be guaranteed to be delivered before Christmas. To receive your items before NYE, we need to receive your order by December 21st, 2018. Orders received after that cannot be guaranteed delivery before NYE. We cannot guarantee this service for any order outside of US or Canada.
WHY DOES MY HOLSTER AND/OR ITEMS NOT MATCH THE COLOR OF THE PRODUCT IMAGE?
While every effort is taken to ensure that the color, design, and style of the products displayed on our website reflects the true nature of the product, variations may occur due to technical restrictions of color reproduction of the electronic equipment used to view the products and/or manufacturing changes and improvements are made to the products themselves. Please be sure to read the item description before placing an order.
WHAT SIZE ORIGINAL LD WEST® HOLSTER DO I NEED?
The size reference is for the phone pouch only! All original LD WEST® Holster straps are a "universal fit", one size fits all. All original LD WEST® Holsters can accommodate virtually every phone on the market. Please view our size chart to see which size is right for you.
I AM USING A LARGE MOPHIE, OTTER BOX CASE OR SIMILARLY SIZED CASE. WILL MY PHONE STILL FIT THE CELL PHONE POUCH?
If you are using a big and thick case like a Lifeproof/Defender Otter BOX case or Mophie Battery case, always order an original LD WEST® Holster one size bigger (applies only to Small, Medium, and Large size phones). iPhone 6Plus with Otter Box Defender case and Mophie type cases will need an XL size holster.
WHAT IS A PRE-ORDER ITEM?
A pre-order item is an item that can be purchased ahead of time to ensure a guaranteed reservation on that item for immediate shipping when it arrives at our distribution centres. This is useful for a high demand item that is currently sold out or a brand new item we have never released. All pre-order items have an estimated shipping time frame listed on the item description page. We may experience delays due to customs clearance issues or weather related delays, as the items are in transit to our distribution centres. In the event that this happens, we will immediately send you an email. If your order contains multiple items and one of which is a pre-order item, we will only ship the entire order when the pre-order item has arrived at our distribution centres. We cannot split the shipment! If you need the none pre-order item now, please submit a separate order. Please note that all pre-order items are FINAL SALE, no exceptions. If you need more information, please email us.
WHAT IS A WAREHOUSE CLEARANCE ITEM?
All Warehouse Clearance items are brand new and in perfect working condition, however, these holsters may have blemishes, scratches and/or irregularities in the leather and/or hardware or stitching (not limited to), may have opened packaging and do not include a box. We get these items when we go through our new inventory for quality control checks and/or they have been returned/exchanged, used for PR or photo shoots or display items (but not limited to). These items are offered a discounted rate due to these reasons. All Warehouse Clearance items are Final sale, No exchanges, No Credits, No refunds, No warranties, No exceptions. Before purchasing one of these items, be sure to read the item description page!
HOW DO I ASSEMBLE MY ORIGINAL LD WEST® HOLSTER?
Please see our instruction manual.
CAN I USE MY OWN WALLET INSTEAD OF THE INCLUDED LD WEST® WALLET?
Although the Original LD WEST® holster is specifically designed to work with the included LD WEST® wallet, you may use your own wallet at your own discretion. LD WEST® is not responsible if your wallet does not fit in the provided holster case. All LD WEST® Holster type products are specifically designed to function in a certain manner and any user modifications that breach the intended use and design of the products are at the sole discretion and expense of the customer/user.
CAN BILLS (CASH) FIT INTO THE LD WEST WALLET?
Yes! However, because of the minimalist approach we have taken to our design of the wallet and the holster, most currency bills must be folded in half. We also found during our research and development that most people carry cards instead of cash. This was in line with our vision to eliminate bi-fold wallets forever, by playing a role in stopping men and women from hording receipts, business cards and whatever else is stashed away in ridiculously over stuffed bi-fold wallets of the past! We do offer a Travel Wallet that does not require bills to be folded, however, this wallet is significantly bigger.
CAN I GET MY HOLSTER ENGRAVED?
Yes! We now offer laser engraving services (additional fees apply) for our holsters and back packs. We can offer initials and/or initials with a special date. If you decide to get engraving done, please allow 1-2 week for processing of your order. Generally, it can be done in a few days, but on busy seasons (summer wedding months and November to January) it can take up to 2 weeks. All items that are engraved are final sale and cannot be replaced, exchanged, returned or warrantied. Please send us an email for more information. CONTACT@LDWEST.COM
WHY DOES MY COGNAC HOLSTER LOOK USED/DISTRESSED?
Do not worry, this is completely normal and intentional! We manufacture all our cognac colored holsters (and cognac colored holster accessories) with leather that looks distressed and/or used, as it add some character and flare to the leather. If you are not happy and would like a more uniform look, please email us as there is a quick and easy DIY solution to remove the distressed/aged look of the leather that you can do at home!
The automatic delay experienced in processing and shipping all orders received through PayPal is to ensure the funds have cleared and we received the payment. This delay will apply to all PayPal orders even if you have selected an Express shipping option. This extra step is taken due to the increase in fraudulent activity. We apologize for the inconvenience. To avoid this delay, you can pay through the Shopify Payment platform with Visa, MasterCard or Amex or Apple Pay. We do not recommend using PayPal if your order is time sensitive or you are buying gifts for the holidays!
HOW LONG DOES GROUND SHIPPING TAKE TO THE US & CANADA?
It can take up to 10+ business days to receive your order once your order has been processed and shipped. Please note all orders with ground shipping (including "free shipping") can take 3-4 business days to process and will ship the following Monday of every week. If the processing and/or shipping day lands on a holiday in Canada, the order will process and/or ship the following business day. Please note that any estimated delivery dates provided are only estimates and are not guaranteed with ground shipments. The courier or LD WEST® cannot be held liable if the package is late. Please use an Express Shipping option if the item is time sensitive. LD WEST® cannot refund any shipping costs once the package has been processed and shipped. Delivery on weekends and holidays are excluded from this service option.
DO YOU SHIP INTERNATIONALLY? HOW LONG DOES IT TAKE?
Yes, we ship internationally to select countries at this time, however, please note that all international shipments outside of Canada and the Continental US states are final sale and we do not offer any exchanges, even if you use a freight forwarding service. If your country is not listed, please email us at CONTACT@LDWEST.COM.
Shipping times vary from country to country and sometimes can take up to 14+ business days for delivery if using ground shipping. All international orders with ground shipping are processed every Monday of every week and will ship on every Tuesday of every week. If the processing and/or shipping day lands on a holiday in Canada, the order will process and/or ship the following business day. Any estimated delivery dates provided are only estimates and are not guaranteed with ground shipments. LD WEST® cannot refund any shipping costs once the package has been processed and shipped. Delivery on weekends and holidays are excluded from this service option.
DO YOU OFFER A FASTER SHIPPING SERVICE?
Yes we do! We offer a 4-8 business day shipping to the US and Canada and a select group of international countries (certain conditions apply). Orders received with 4-8 days shipping between Monday and Friday after 10AM EST, will be processed and shipped the next business day (excluding holidays). The day your package is shipped does not count as a business day towards the quoted travel time. In rare instances, based on your location in the US or Canada, we cannot guarantee delivery in 4 or 8 business days. States like Hawaii or Alaska or any provinces/states/country or delivery address that require boats or ferries to deliver your goods from the mainland or in remote and rural areas, can take up to 7 business days with this shipping method. Please email us prior to choosing this shipping method to ensure you will receive the shipping method that works for you. LD WEST® cannot refund any shipping costs once the package has been processed and shipped. If there are delays with customs or weather, LD WEST® is not liable for any delays experienced. Delivery on weekends and holidays are excluded from this service option.
DO YOU OFFER A SUPER FAST SHIPPING SERVICE?
In most states in the Continental US and provinces in Canada, we offer 1-3 business day delivery. Orders received with this shipping service between Monday and Friday after 10AM EST, will be shipped the next business day (excluding Canadian holidays or when otherwise mentioned on the site or email communications) for both Canada and the US. The day your package is shipped does not count as a business day towards the quoted travel time. Delivery on weekends and holidays are excluded from this service option. We and the courier are not responsible for customs issues and/or weather related delays. Some remote locations may require an extra day for delivery. LD WEST® cannot refund any shipping costs once the package has been processed and shipped. This service is not available to Hawaii and Alaska at this time. If this service is selected, we will refund the difference and send the package with the next fastest delivery option available.
WHAT IS THE "PACKAGE INSURANCE" SHIPPING OPTION?
This shipping option is an additional optional charge to ensure your package has insurance in the event the package is lost or damaged during shipping or stolen for example. Without this option selected, FedEx/DHL/Canada Post/USPS driver may leave the package at delivery address if the driver deems it to be "safe" and the courier will deem the item to have been successfully delivered. If the package is stolen once it has been delivered, you will not be eligible for a replacement from LD WEST or the courier company. We highly recommend that you purcahse this option at checkout.
ARE THERE EXTRA FEES WHEN BUYING FROM LDWEST.COM?
LD WEST® does not charge any extra fees when placing an order through our website, however, any customs, duties/taxes/brokerage/credit card currency conversion fees (not limited to) or additional charges associated with your purchase, may be charged by third parties (government, customs office or courier). LD WEST® is not responsible for these fees/charges and cannot be held liable. LD WEST® cannot estimate the additional fees/charges associated with your purchase, as it varies from country to country. Please note that all prices on www.LDWEST.com are in USD. If you refuse the shipment, you are forfeiting your order and your item(s) will be abandoned. LD WEST® will not issue a refund, no exceptions. We cannot mark orders as gifts or discount the total cost. For more information on importing goods into your country, please contact your local customs office.
DO YOU OFFER FREE SHIPPING?
Free ground shipping is available to checkout carts with a total of $119.98 USD or more before taxes, shipping fees and discounts. No promo codes are required to get free ground shipping. If you use a promo code or discount code, your cart must exceed $119.98 after discounts, to be eligible for free shipping. Free ground shipping is currently only available to continental US states, most Canadian provinces and most of the mainland European Countries. If you do not get a free shipping option at checkout and you meet the requirements mentioned, your shipping address is not eligible for free shipping at this time.
WHERE IS MY ITEM SHIPPING FROM?
As of July 2018, we now ship all orders from Canada. We no longer use US fulfillment centers.
WHAT IS THE ORIGINAL LD WEST® HOLSTER MADE OF?
During our research and development, we found that genuine leather was not the ideal material of choice for the Original LD WEST® Holster due to the nature of the product. Genuine leather bleed on clothes, accumulated stains from moisture and worst of all, retained odours from perspiration. Because of these characteristics, we decided to use vegan leather for all of our Original LD WEST® Holsters. The vegan leather we use is top grade, premium quality and shares similar characteristics as genuine leather but without all the negative attributes. The vegan leather we use looks and feels like genuine leather and wears like genuine leather too!
WHAT DO I DO IF I GOT THE WRONG ITEM?
If you received the wrong size holster or product(s), please send an email to firstname.lastname@example.org along with your order number and pictures of the original packaging and the items you received. In the event you received the wrong item that does not match the item you ordered on your order receipt, we will do what we can do rectify the situation, however you will be liable to ensure you send back the incorrect item(s) or you may be offered to keep the item for a discounted rate.We take great steps to ensure every order is fulfilled accordingly to what the order receipt shows, but like all humans, sometimes a mistake can happen!
In the event you think you received the wrong item but the item matches that of your order confirmation receipt, the standard exchange policy will apply to rectify the situation. Please be sure to always immediately click the “add to cart” button when selecting a size from any drop down menu on the website. If you visit a different page, click on another link or leave the screen idle for more than a minute, the drop down menu will default back to smallest available size! We are not responsible for any incorrectly ordered items! Always review your cart and information before submitting your order!
WHY DID MY ORDER GET CANCELLED?
As per our purchase agreements and shipping conditions, all orders must have the same billing and shipping address. LD WEST® reserves the right to cancel any order that does not meet these requirements without notice.
CAN A PASSPORT FIT IN AN LD WEST HOLSTER?
Yes, a standard issue passport will be safe and secure in a large size phone holster pouch, however it is recommended to use the separate Passport Holder attachment. It is available as an add on item, in black and cognac colors.
DO YOU SHIP TO PO BOX OR APO ADDRESSES?
We do not ship to PO BOX or APO type addresses. You will need to contact us for further instructions for these types of addresses. If no contact is made, we will cancel all orders with these types of addresses.
DO YOU OFFER MILITARY DISCOUNTS?
Yes! We offer 10% off on orders over $89.99. Simply email us a picture of your military ID card and we will send you a unique discount code to use at checkout. *Some conditions apply.
We no longer include the black LD West Box seen in many YouTube videos or blog reviews made before September 2016. These boxes have been replaced by our black rectangular boxes and black poly bag.
WHY IS LD WEST® THE ONE AND ONLY ORIGINAL HOLSTER OF ITS KIND?
LD WEST® is the creator and designer of the patented original LD WEST® Holster. Although the holster concept has been around for centuries, LD WEST® has designed and created a unique and modern take on an iconic accessory. Because of this, LD WEST® has several approved patents throughout the world. If you see a variation of our holsters, we would love to see them! Please forward your findings to Contact@LDWEST.com to receive a free gift!
Have another question? Email us at email@example.com