The Tannery - Help Center

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WELCOME TO SUPPORT & HELP
We appreciate your business…
We want you to enjoy every phase of your shopping experience with us. We are proud of our long history of offering the highest quality products with outstanding customer service, and want you to be completely satisfied, whether you visit us online or in person at one of our stores. If for any reason you are not satisfied with any aspect of your shopping experience at The Tannery, please let us know by email: info@thetannery.com; phone: (617) 491-4433; or fax (617) 491-8585.

FREQUENTLY ASKED QUESTIONS:

ANSWERS:

WHAT ARE YOUR STORE HOURS?

We are open from 9:00 a.m. to 9:00 p.m. on weekdays; from 9:00 a.m. to 8:00 p.m. on Saturdays; and from 10:00 a.m. to 7:00 p.m. on Sundays (All times EST).

WHY ARE SOME ITEMS UNAVAILABLE ONLINE?

Some of our vendors have asked us not to sell their merchandise online. Please come visit us at our stores for a full selection.

HOW LONG WILL IT TAKE FOR MY ONLINE ORDER TO SHIP?

We start processing your order immediately during store hours except on holidays and weekends. Orders placed after 5:00 p.m. (EST) will not be processed until the next business day. The estimated processing period is 2 business days for most orders. For orders that are not available for immediate shipment, the reserve date is noted on the side of each product. Your order leaves our shipping department within 2-3 business days.

WHAT ARE YOUR SHIPPING RATES?

We have free shipping and 2nd Day Air options for our customers within the continental U.S. We charge $18 USD per item to ship 2nd Day Air.

DO YOU ACCEPT STUDENT ADVANTAGE CARDS?

Yes, we gladly accept the Student Advantage card towards any regular priced items, with the exception of a few brands. Please call us when placing an order with your Student Advantage card.

MAY I ORDER BY PHONE?

Yes, you can and we certainly welcome a good phone conversation. However, we do use a secure server and your credit card information is treated with the utmost confidence. We therefore encourage you to place your order with us online - and since you are already on our site - why not give it a try!

WHAT METHOD OF PAYMENTS DO YOU ACCEPT?

We accept Visa, Master Card, Discover, American Express and Diner's Club. If you wish to pay by check, or money order please fax us a copy of your driver's license or a state ID. Feel free to call us with any questions. You may also enter your gift certificate redemption code for payment with gift certificates.

DO YOU SELL GIFT CERTIFICATES?

Yes, gift certificates are available at the store or can be purchased over the phone. Gift certificates purchased online will ship out the next business day. Allow 3-5 business days to reach their final destination/recipient.

WHAT SHOULD I DO IF MY GIFT CERTIFICATE IS LOST OR STOLEN?

Lost: If a gift certificate is lost and has not been ACTIVATED by your gift recipient, we will gladly void the original and issue another. Stolen: Once a gift certificate is ACTIVATED, the certificate is considered a cash item and the amount used on the gift certificate CANNOT BE REFUNDED. We can issue a new gift certificate for the UNUSED amount. For the most effective way to notify us of your lost or stolen gift certificate, please send us an email to info@thetannery.com. This email is checked frequently and after business hours. Please do not leave voice mails in our general voice mailbox as we require notifications and requests in writing.