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Ordering, Shipping & Returns FAQs

Textbook FAQs

Rebate FAQs

Graduation FAQs

Invitations & Announcement FAQs

Diplomas & Diploma Frames FAQs

Faculty Textbook FAQs


Ordering, Shipping & Returns FAQs

Ordering | Shipping & Returns



How can I check my order status?

You will receive an email notification when we process your order. You can also visit our Order Status page to check your status or see tracking information at any time.


When will I be charged for my order?

Your card will be charged when we pick your item and are preparing it to ship. For special-order or customized items, you will be charged before your order is produced. When your card is charged, you will receive an email notice.


I’m looking for an item that I saw in the store but can’t find on your site.

Our stores have a massive variety of longhorn gear, not everything is available on the website, but we’re happy to take a phone order for it! Call us at 800-255-1896 option 1 to place an order.


Can I get my Texas Ex or my Lifetime Longhorn discount on my online order?

Yes, just enter TEXASEXES or LLH in the coupon redemption field and your member number in the Comments section and we’ll adjust your order after it is received. The discount will be applied to all regular-priced longhorn items. There are some exceptions, which will be noted on the website.


My item is on backorder, when will I receive it?

Backordered items are items that are out of stock temporarily. Typically, these can ship out anywhere from 1-3 weeks. We try to locate fill your order from one of our branch store locations, or we’ll wait until the re-order arrives. Your payment will not be charged until your item is in stock and ready to ship. If you need your backorder more quickly, we’re happy to provide some recommendations for similar products we can ship right away.


How do I cancel or change my order?

Contact us immediately by Live Chat or by calling 800-255-1896 option 1 for assistance. If your order has not yet shipped, we will try our hardest to update it before it does. If your order has already shipped, you can ship it back to us for a return or exchange. See the full process at


Why does my bank account show two transactions for the same order?

When you check out on our website, your credit card will go through a pre-authorization process that may show up on your statement as a pending $1.01 charge. This charge will never post to your account and should disappear in a few days.


Can I pick up my order at a branch store location?

At this time, we offer store pick-up at our Austin location.


Why was I charged sales tax?

We are located in Texas. If your order is shipping to Texas, you will be charged sales tax. Orders shipping out of state will not be charged sales tax.


Do online orders count towards the rebate program?

Definitely yes! Your receipt will contain rebate information necessary to upload your receipt.


I received my order, but one of the items is damaged or defective.

Contact us immediately. We’ll correct it right away.


How do I place an order if I live outside the US?

From your Shopping Cart, select International Checkout to process an order being billed or shipped to anywhere outside the U.S.



Shipping & Returns

How quickly will my order arrive?

We try to ship orders out within 48-96 hours of receiving them. During peak times, our turn-around time might be slightly longer. Use our Shipping Chart to determine how quickly UPS will deliver your order to you. In general, most orders shipping to Texas will arrive in a day or two. If you need your order by a specific deadline, feel free to call us or Live Chat with us for assistance.


Do you ship to PO Boxes?

We do ship to PO Boxes, but you will not receive tracking information from USPS and the turn-around time may be delayed. We recommend shipping to a physical address wherever possible.


Do you ship out orders signature required?

No, we do not require signatures for our packages. UPS, however, may require a signature for your item if they do not feel comfortable leaving it on your doorstep.


Help! UPS lost my package!

We’re here to help! If you cannot locate your order and UPS says it’s delivered, or if it’s been stuck in transit for a long time, contact us for assistance and we’ll take care of the issue right away.


How do I return my order?

We’re happy to send you a free UPS return label to send your item back for an exchange. For full procedures, visit our Returns page.


How long will an exchange take?

Typically, traditional exchanges will take about 3 weeks for the replacement item to reach you. We do offer a Quick Exchange process for you to receive your new items more quickly if you prefer.


I need to exchange my order, but I need the new item very soon.

Our Quick Exchange process is perfect for that. Call us to place a new order for the replacement item (we’ll give you free shipping), and then ship the original item back to us for a straight refund.


I received my item as a gift, can I exchange it?

Yes, you can exchange it in one of our stores or by shipping it back to us. We’ll issue any refunds back to a gift card instead of the original payment.