Customer Service

Store Hours

Mon - Sat 9am - 6pm EST --- time can also vary due to weather or holiday

Christmas Hours

Starts " Black " Friday and ends the day before Christmas Eve : Holiday hours varies please check our Facebook Page for up-to-date time during the season

Shipping & Delivery

What is the difference between "In Stock" and "Factory Ship" items?

"In Stock" items can be ready for delivery in 2 - 3 business days then 7-10 business days via FedEx® for shipping from our inventory. "Factory Ship" items are sent directly to you from the manufacturer.

Why haven't I received a tracking number immediately ?

Please allow 2 - 3 business days ( unless posted differently on individual product page ) for processing and handling before a tracking number is issued via email. You will get a email from Jacksons Western Store if the product is being shipped from the store. If product is Factory Shipped then very rarely does a tracking number get released unless their is request from the buyer ( you ). Please email for the request and have your order number in the email for faster verification. The response for your email can take up to 2 - 3 business days.

Do you ship internationally?

Yes. Jacksons Western Store has been shipping internationally for years. FedEx and USPS are available in many areas. Due to government regulations, we cannot ship exotic skin boots to some countries. UPS Freight is also a very good economical choice but it does have a slight slower transit time.

What about customs charges?

You will need to pay duty or customs fees when your package arrives. Please check with your local authorities for more information on these charges.

Shipping charges

Directly following are the shipping charges for foreign and domestic shipments. You will find that we calculate the shipping charges for you as part of the online ordering process.

International Shipping

Foreign Air - your merchandise will arrive in 6 to 10 days. Please provide a complete physical address to expedite the process. Air shipments mailed to a post office box may be delayed. Customs Charges - You will need to pay duty or customs fees when your package arrives. Please check with your local authorities for more information on these charges.

Privacy & Security

We're a Business You Can Trust

At Jacksons Western Store, above all else, we value our customers and understand your concerns about online privacy and security. Because we know that your privacy is very important, we have instituted policies intended to ensure that your personal information is always respected and handled in a safe and responsible manner. This Privacy Statement is designed to help you understand what information we collect, how we use it, the steps we take to safeguard it and the choices you have regarding the use of and your ability to review and correct the information.

When you provide personal information at our stores, our call centers, our websites or through our authorized third parties, you are consenting to our policies, as described herein, on how Jacksons Western Store will collect, use, disclose and manage your personal information.

What information do we collect?

We use various methods of gathering information to help ensure that your shopping experience is as efficient and accommodating as possible. We collect information that you provide to us when you:
  • Request a brochure/flyer or information about our products and services;
  • Purchase, return, or exchange a product;
  • Visit our website or retail store
  • Create an online shopping account;
  • Contact our customer service desk;
  • Opt-in a promotion, contest or survey, or
  • Provide us with comments or suggestions.
The type of information we may collect include the following:
  • Anonymous site traffic information (in order to improve your shopping experience at our site);
  • Contact information such as name, mailing address, phone number, and email address; or
  • Personal information such as billing address and credit card information, when provided.
To better serve you and enhance your shopping experience, we may also supplement the information listed above with information from our joint marketing partners or third parties.

How do we use your information?

Jacksons Western Store wants to provide you with the most efficient and trustworthy shopping experience. We may use personal information that you provide to us in the following manner:
  • To assist you in customer service communications;
  • To administer your account information, online forms, and other site features;
  • To enable you to check out and complete your purchase;
  • To send you special announcements or promotional information about new products or services and upcoming events;
  • To send you printed brochures or flyers in the mail;
  • As necessary, to share your information with trusted third-party companies that provide support services; or
  • To aggregate non-personal information in order to help improve our website and system administration.

In-store Shopping. When you visit our stores , you can shop anonymously when you pay with cash. However, we may keep a history of your purchases if you use a credit card or debit card. We collect this information in order to process your orders to better assist you, and all such information will be treated in accordance with this Privacy Statement.

If you want to return or exchange purchased merchandise, we may ask you for personal identifying information such as the credit card used for the purchase or a picture ID to help prevent fraud.

Customer Service. If you provide us with your phone number, you may receive telephone contact from us for customer service communications, such as to ask you about your order.

If you call our customer service toll-free number, we may ask you personal identifying information, depending on the nature of your request, to better assist you with your requests and questions. We may retain this information to help meet your future needs.

Flyers. We may use your name and postal address to occasionally send you printed flyers of up-coming events or sales from Jacksons Western Store.

E-mails. We may use your e-mail address to notify you about the status of your order, provide customer service information, answer your questions and requests, or occasionally send you sales notifications or other promotional information about our products and services. We will not sell or rent your e-mail address to outside marketing companies.

Contests, Promotions or Surveys. If you opt-in or participate in a contest, promotion, sweepstakes offering or survey (whether via on-line, over the phone or through mail), we may use your personal information to manage your entry in such promotion, to notify you if you are a winner, or to fulfill promotional obligations. At the time of your entry or registration for a specific promotion, survey, contest, or sweepstakes, we will provide you with the rules governing such promotion, contest or survey.

By Law. In certain instances, we may disclose your personally identifiable Information when we have reason to believe that it is necessary to identify, contact, or bring legal action to protect your rights, the rights of Jacksons Western Store, or others. We may also disclose your personally identifiable information when we believe it is required by law.

Customers. Under certain circumstances, we reserve the right to refuse to provide goods and services to customers or potential customers without explanation.

How do you we safeguard your information?

Protecting the safety of your personal information, such as your credit card information, is important to us. Our online store includes a variety of technical, administrative and physical safeguards so that you can enjoy your shopping experience without having to worry about loss, misuse, or unauthorized access to your information. For example, we have the following security measures on our websites:

Secure Shopping. We use industry-standard encryption technologies to encrypt credit card and billing information while it is being transmitted to Jacksons Western Store. In addition, we use commercially reasonable efforts to stay up to date with best practices regarding the protection of information in connection with transactions occurring over the Internet. You may want to check your Internet settings to make sure your browser is in compliance with industry-standard encryption technology.

Firewalls. After your order is received, we protect all of your private information, including your order, behind a network security system called a "firewall." Only select staff has access to this information, and then only to information necessary to service your order.

Phone Orders. Some versions of popular web browsers and some firewalls do not permit communication through secure servers like the ones we use to process orders. If your web browser cannot support this level of security, you will not be able to order products through out websites. If so, please phone us toll-free at 1-866-254-1812.

We strive to protect your personal information from unauthorized access, but no data transmission over Internet can be guaranteed to be 100% secure. We cannot ensure or warrant the security of any information you transmit to us over the Internet. Also, please note that e-mail is not encrypted and is not considered a secure means of transmitting credit card numbers.

What technologies do you use to enhance my shopping experience?

To improve our websites and to make your online shopping experience more enjoyable, we collect anonymous information of all visitors to our websites through the use of cookies, graphic tags, transactions and other technologies.

Cookies. Cookies are used for the express purpose of making your visits more worthwhile, and do not contain any personally identifying information (such as name or credit card information). Most browsers are preset to accept cookies and are used to make online shopping easier and faster for you. If you set your browser to refuse cookies, purchasing is not possible at the Jacksons Western Store site. In such cases, to place orders, you may call us at 1-866-254-1812.

Image Tags. Our websites may also use analytics technology to optimize and tailor our websites for our visitors. This technology allows us to understand which pages you visit on our websites.

Third Party Links. Our websites may include links to other websites which might take you away from our site, such as sites of outside business partners, vendors and advertisers. These sites have separate privacy and data collection practices. Jacksons Western Store has no control over such websites and is not responsible or liable for the privacy practices or information-gathering practices of other entities or web sites. Except as stated in this Privacy Statement, we will not provide any of your personal information to these third parties without your prior consent.

Children's Privacy

This site is not directed towards children, and we do not knowingly collect any personal information from children under 13 years of age.

Changes to the Privacy Statement

By using our website, you consent to the collection and use of your personal information as described herein. Jacksons Western Store reserves the right to change, modify or amend this policy from time to time.

Conflict in Terms

It is our goal to make our privacy practices easy to understand. We have created this easy-to-read Privacy Statement with that goal in mind. Some browsers utilize privacy enhancing technology to translate our Privacy Statement into a computer readable format. The technology then requires that the computer format be translated back into human readable format for you to read. This translation back into human readable format is often referred to as a "Policy Summary". It is possible that through these translations, the Policy Summary may unintentionally end up being inconsistent with the Privacy Statement upon which it is based. It might fail to address an issue or it might address an issue not raised in our Privacy Statement. For this reason, you should rely on our Privacy Statement as the most accurate and definitive description of our practices.


How Do I Order Online?

Online Ordering is really quite easy! Just find an item you wish to buy, select a quantity and color (where applicable), and click on the "Add Item To Cart" button. The item you selected will be placed in your shopping cart. To buy the item, click the "Checkout" button. Follow the step-by-step instructions, and completely fill out the secure order form. Click the "Checkout" button once more, and your order is complete! You will receive an e-mail order confirmation when we have processed your order.

Can I Order By Phone?

Yes! Please call one of our customer service representatives at 1-866-254-1812 Mon - Sat 9am - 6 pm EST.

Can I Place A Special Request Or Special Order?

Yes! Please contact us at or call us toll free 1-866-254-1812 and we will be happy to assist you.

Sales Tax

We are required to charge local and state sales tax in the following state : North Carolina

Returns & Replacements

Return Policy For All Items Excluding Saddles:

Jacksons Western Store maintains that all of our products are of the highest quality and are free from any defect in workmanship. Occasionally there will be a faulty product. These items can be returned for repair or replacement of same item or item of equal value within seven ( 7 ) days of receiving the item ( date shall be checked via tracking number ). Full Refunds are available for those items returned in new and un-used condition with seven ( 7 ) days of receiving the item ( date shall be checked via tracking number ) of item that is factory faulted. 5% re-stock fee will be applied to Refund for all other orders. Any order that is canceled during processing time will be subjected to a 10% administrative fee for the amount of item only. The amount of the item will be credited to the original account used for the purchase. All returns and exchanges must have a Return Authorization Number. Please call our customer service department at 866-254-1812 to receive a RA number. The RA number must be visible on the box. Shipping is nonrefundable and the customer is responsible for return shipping to our store unless its a factory faulted item then return label shall be emailed. We are sorry, but we cannot release refunds on custom items or special orders that we do not normally stock. 

Saddle Return Policy:

All returns and exchanges must have a Return Authorization Number. Please call our customer service department at 866-254-1812 to receive a RA number. The RA number must be visible on the box. If a saddle purchased does not fit you or your horse properly, for whatever reason, please return it within a seven (7) day period for another saddle. If no other saddle or other merchandise is taken in exchange and a full refund is necessary, a 5% fee will be withheld to cover our costs incurred (i.e.. Credit card fees, and administrative costs). THIS APPLIES TO ALL SADDLE REFUNDS WITHOUT EXCEPTION. If your horse is hard to fit, we encourage you to bring him to our store to try the saddles on first hand.

Jacksons Western Store can accept returns on any HAND-MADE Saddle, this includes McCall Saddles. If there is a problem with the saddle, Jacksons Western Store can provide the phone number and mailing address of the manufacturer.

There will be a 15% re-stocking fee for any item that is returned for a refund to either Jacksons Western Store or the manufacturing company of said item.

Payment, Pricing & Promotions

We accept all major credit cards and e-check through PayPal and Google checkout.

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Prices reflected on the website are not representative of prices within the store. Prices found on the website will only be honored through internet purchases. Internet prices will not honored at the store, these prices are for website only.