Returns and Exchanges
Access our returns and exchanges window, here.
Customer Service Manifesto: Loyal patrons - we take customer service seriously. We answer every email ourselves - no robots, no call centers. There are real people answering your questions and helping find solutions. We have a team of 8 people. We do not have a staff member combing through emails 24/7. We're here, in person, every day, Monday-Friday, 10AM-6PM. Your inquiries will be answered during these hours. An inquiry sent on Saturday morning, 8AM will not be resolved until Monday morning.
Phone calls can't be answered all the time. Neither can Instagram DM's. For best service, email info@americantrench.com - and give us about a day's time to respond. We usually get to your questions quicker than that - but we'd rather overdeliver than underachieve.
Remember - there are human beings on the other side of your email. Be kind - 9 times out of 10 we reward politeness with a gift or two.
Holiday Shipping Deadline: Orders selecting standard shipping placed after December 15th are not guaranteed to arrive before December 25th. Orders placed after December 15th should upgrade their shipping service to have their order expedited - all other orders will be shipped standard USPS or UPS Ground.
Discount Codes: Discount codes are not stackable. Instead, the software on our website will award you the maximum savings allotted according to the discount codes you entered into the Promo code field. If you have questions about discount codes, please reach out to info@americantrench.com | Some products are excluded from discount codes entirely - including, but not limited to: holiday bundles & certain third party goods.
Timeline: We ship Monday - Friday, from 10 AM to 3 PM EST. Order processing takes at least 3 days depending on order volume. Holiday (November - December) typically has a longer processing time than April.
International Customers: Orders shipping overseas will take longer to process than domestic orders. Please allow at least 5 - 7 business days before receiving a tracking number.
International Order Minimum: UK customers – due to unfortunate tax laws, we must require orders to be over £135.
All returns will be charged a $5 processing fee. All price adjusted orders are final sale.
All order confirmations contain an order number which is the key identifier for your specific order. EXAMPLE: #12345
In an effort to reduce trash and waste: We do not print order summaries or invoices and put them in packages. If you are purchasing a gift for someone rest assured there will no price information inside the package. Your order confirmation will be emailed to you containing this information. Your order confirmation will be emailed to you from info@americantrench.com, check your spam folder if you did not receive it.
Return & Exchange Timeline: We would be happy to accept returns or exchanges within 30 days of purchase for domestic orders in unwashed and unworn condition. We understand that your home is where you get to “try on” our products and encourage you to give them a test drive. Only if we see signs of heavy wear or use such as rips, strong odors (i.e. cigarette smoke), tears, frayed edges or heavy soiling (mud, salt, etc) do we reserve the right to refuse a return or exchange.
Sock Contents: All of our socks contain plaiting yarns made from nylon, polyester, and spandex. We do not make any socks that are 100% cotton or 100% wool, as they would fall down and in our opinion are uncomfortable. We will process refunds for the product but we will not refund shipping fees on orders that are returned because they contain "synthetic fibers."
Return Labels: Return Rabbit will generate a return or exchange label for you at your convenience - access our returns and exchanges window, here.
Final Sale: All items discounted over 30% are final sale. Final Sale items can be exchanged for another size (when available) or returned for store credit only. Return shipping is the responsibility of the customer.
Sale Price Adjustments: If you buy an item at full price and we mark it down within 7 days of your purchase, then we will issue you a store credit for the difference in price. The exact style and size of an item must be available for purchase at the time of your request before an adjustment is approved [e.g. only size small remains but you purchased a large]. All price-adjusted orders become final sale.
We do not refund fees paid for shipping: This includes shipping fees on items under our free shipping threshold, priority mail upgrades, or any optional shipping insurance.