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FAQs

Why my order is still being processing?

Generally, we may need up to 6-7 business days to customize your products.

Due to pandemic (COVID-19), all packages need to go through strict quality control and disinfection process before shipment to ensure customers' safety, which may cause a slight shipping delay. Also, parcel volume is overloaded now, it might need more than 12-20 days for delivery after orders being shipped out.

Note: Standard Shipping is still available. And it will not effect your purchasing, we still take orders. We will keep following up on logistics company and update you for any news.

Do all of your items ship from the USA?

We have multiple warehouses all over the world. We have warehouses in California, Texas, China, London and Belgium.

Your items will be shipped from one of these warehouses where stocks are available.

Why I didn’t get a comfirm email after placing an order?

After placing your order, our system will send you a thank you email to the address you provided.

Please make sure the email provided is correct and please check your spam mailbox as well.

If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Service.

Can I cancel my order or change my order?

Orders can be canceled or changed to another size or color before 24 hours of purchase for free. For orders canceled or changed to another size or color after 24 hours of purchase but before shipment, a 25% cancellation or 10% changing fee will be applied. Please submit a help ticket from Contact Us if you decide to cancel the order. Once you submit an order on the website it immediately goes into processing and, in general, there is only a small window in which it can be cancelled. This depends on whether the item ships directly from local warehouse, or a vendor, as well as other factors. To see if your order can be cancelled, email customer service department immediately at colorsnova@mazentop.com. If we cannot cancel your order you can return it to us for a refund (except shipping charges). See the return and refund page for more information.

How long does it take for my order to ship?

When you place an order, we have to process the order first. Processing usually takes 6-7 business days. Shipping time usually takes 12-20 days for standard shipping and 10-15 days for priority shipping. Please refer to our Shipping Policy page for more details on how long it will take to get your package.

Note: Due to the pandemic (COVID-19), government has strengthen the supervision of many areas, including shipping Express industry, this may cause some delays of your package delivery.

And parcel volume was overloaded now, it may take more than 12-20 days for delivery once your order has been sentWish your kindly understanding. 

Why hasn't my shipping information been updated?

It usually takes a little while to update your package status. If your items are shipped from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches to the next shipping station.

Sometimes the shipping company may not update the status in time. 

Please feel free to contact us if you have any inquiry about shipping info.

Do you ship internationally?

Exactly! We ship worldwide every day. 

What size should I order?

We carry a broad range of sizes and brands as part of our commitment to give our customers the selection, style and fit they are looking for. We cannot guarantee a certain style or size will fit, but here is a general advice that should help you find the proper fit.

Whenever possible get your foot measured. Most boots and shoe stores use a foot-measuring device called a Brannock, which offers the most accurate foot measurements.

Our size will usually fit as other brands do! If you don't remember your size, look inside the shaft of the boots or on the inside bottom.

If it is your first pair of western boots, usually start with 1/2 a size down from your normal shoe size.

If you are between sizes, order a 1/2 size up.

Some boots tend to run slightly small or big. If this is the case, we note this in the boot's description. 

Why don’t you pay for return shipping?

Unfortunately, there are no refunds for shipping. We do not, however, apply any restocking fees for your return.

Can I get a prepaid shipping label for return/exchange?

Unfortunately, we don’t have shipping labels for return currently.

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