Customer Service Policy

Bogsfootwearsale Customer Service Policy

At Bogsfootwearsale (bogsfootwearsale.com, “we,” “us,” or “our”), exceptional customer service is at the core of everything we do. Whether you have questions about BOGS boots—snow boots, work boots, rain boots, or styles for men, women, and kids—need help with an order, or want to resolve an issue, our team is dedicated to providing friendly, knowledgeable, and efficient support. This Customer Service Policy outlines our commitment to you and the standards you can expect when interacting with our team.

1. Our Customer Service Commitment

We believe every customer deserves respect, transparency, and solutions tailored to their needs. Our core principles guide all interactions:
  • Knowledgeable Support: Our team undergoes comprehensive training on BOGS products, sizing, shipping, returns, and refunds to provide accurate answers. Whether you’re asking about waterproofing for farm boots or fit for kids’ rain boots, we have the expertise to help.
  • Timely Responses: We prioritize your inquiries and strive to get back to you as quickly as possible, with clear and actionable information.
  • Transparency: We communicate openly about order status, shipping delays, product availability, and any issues that may arise—no hidden details or vague explanations.
  • Problem Resolution: If something goes wrong (e.g., defective boots, delayed delivery), we take ownership and work tirelessly to find a fair solution that meets your satisfaction.
  • Inclusivity: We provide respectful and supportive service to all customers, regardless of background, needs, or reason for reaching out.

2. How to Reach Us

We offer convenient contact channels to suit your preferences. Choose the option that works best for you:

2.1 Email Support (Primary Channel)

For detailed inquiries that require documentation (e.g., order issues, return requests, product questions), email is the most efficient option. We track all email interactions to ensure nothing falls through the cracks.
  • Email Address: service@bogsfootwearsale.com
  • What to Include: To speed up your request, include your full name, order number (if applicable), and specific details about your inquiry (e.g., “Order #12345 – BOGS snow boot size 9 runs small”).
  • Response Time: We respond to all emails within 24 business hours (Monday–Friday). During peak periods (e.g., holiday sales, winter rush), response time may extend to 48 business hours, but we will send an acknowledgment email within 12 hours to confirm we’ve received your message.

2.2 Mailing Address (Formal Inquiries)

For formal correspondence, documentation, or returns that require physical paperwork, use our dedicated customer service address:
  • Address: Bogsfootwearsale Customer Service Department, 224 East Marcus Street, Kingsport Tennessee 37663, United States
  • Processing Time: Allow 5–7 business days for us to receive and process your mail. We will respond via your preferred method (email or mail) within 2–3 business days after processing.

2.3 Upcoming Support Channels

We’re expanding our support options to better serve you. Sign up for our newsletter to receive launch alerts for these services:
  • Live Chat: Launching in 3 months—ideal for quick questions (e.g., “Is the BOGS work boot in stock?”) with real-time responses during business hours.
  • Toll-Free Phone Support: Launching in 4 months—for urgent matters (e.g., last-minute order changes, defective boots causing issues) that require verbal communication.

3. What We Can Help You With

Our team is equipped to assist with a wide range of customer needs, including but not limited to:
Pre-Purchase Support
  • Product recommendations (e.g., best snow boots for cold climates)
  • Sizing guidance for men’s, women’s, and kids’ boots
  • Inventory checks and backorder updates
  • Promotion and coupon code assistance
Order & Shipping Help
  • Order status and tracking updates
  • Address changes (within 24 hours of order)
  • Shipping delay explanations and solutions
  • Expedited shipping inquiries
Post-Purchase Assistance
  • Return and refund initiation
  • Exchange requests (size, color, style)
  • Defective or damaged product claims
  • Product care and maintenance tips

Account & Technical Support
  • Account creation and password resets
  • Updating personal information
  • Website error troubleshooting
  • Newsletter subscription management
General Inquiries
  • Feedback about products or service
  • Accessibility accommodations
  • BOGS warranty information
  • Policy clarifications (shipping, returns, etc.)

4. Service Hours

Our customer service team operates during the following hours (all times in CST) to ensure we’re available when you need us:
  • Email Support: Inquiries are processed Monday–Friday 8:00 AM–9:00 PM, Saturday 10:00 AM–4:00 PM. Responses are sent 24/7, even outside processing hours.
  • Live Chat (Coming Soon): Monday–Friday 9:00 AM–8:00 PM, Saturday 10:00 AM–4:00 PM. Closed Sunday and major holidays.
  • Phone Support (Coming Soon): Monday–Friday 8:00 AM–9:00 PM, Saturday 10:00 AM–5:00 PM. Voicemail available after hours, with calls returned within 2 business hours.
  • Major Holidays: Closed Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day. Inquiries received on these days will be processed the next business day.

5. How We Resolve Issues

We follow a clear, customer-centric process to resolve concerns efficiently:
  1. Listen & Understand: We first gather all details about your issue to ensure we fully comprehend your needs and concerns.
  2. Investigate: For complex issues (e.g., missing orders, defective products), we research the problem using our order system, carrier tracking, and product records.
  3. Offer Solutions: We present clear, fair options tailored to your situation. For example, if you receive a defective boot, we may offer a free replacement, full refund, or store credit.
  4. Execute & Follow Up: Once you select a solution, we act quickly to implement it (e.g., shipping a replacement, processing a refund) and follow up to ensure you’re satisfied.

6. Escalation Process

We strive to resolve all issues on the first contact, but if you’re not satisfied with the initial response, you can escalate your concern for further review:
  1. Request a Supervisor: Reply to the initial customer service email and ask to speak with a supervisor. The supervisor will review your case and contact you within 24 business hours with a revised solution.
  2. Contact the Customer Service Manager: If the supervisor’s resolution doesn’t meet your needs, ask to escalate to the Customer Service Manager. The manager will conduct a full review and provide a final resolution within 48 business hours.

7. Feedback & Improvement

Your feedback is essential to helping us improve our customer service. We welcome your thoughts on positive experiences, areas for growth, or specific issues you’ve encountered. You can share feedback by:
  • Including it in your email to service@bogsfootwearsale.com (subject line: “Customer Feedback”).
  • Completing the optional feedback survey sent after your customer service interaction.
We review all feedback regularly and use it to update our training, processes, and support channels.

8. Changes to This Policy

We may update this Customer Service Policy periodically to reflect changes in our support channels, processes, or customer needs. When we make material changes (e.g., adding a new support channel, updating response times), we will post the revised policy on our website with a clear notice. Your continued use of our website or engagement with our customer service team after the revised policy takes effect constitutes your acceptance of the updated terms.
At Bogsfootwearsale, we’re here for you every step of the way—from finding the perfect BOGS boots to resolving any post-purchase concerns. Don’t hesitate to reach out—we’re happy to help.