Frequently Asked Questions

Frequently Asked Questions


1. Do you have a catalog?

We do not print a physical catalog at this time. Our online store is a digital catalog of our inventory. We do however, send out a fashion mailer, special event, and sale notifications from time to time. If you would like to be added to our mailing list just fill the following form or, send us your mailing information via email at

2. Where do you have stores?

Pinto Ranch operates 3 physical store locations in Houston, Dallas, and the George Bush Intercontinental Airport in Houston, Texas.

Visit our LOCATIONS page for directions and virtual tours.

3. I visited one of your stores and would like to speak to the salesperson that helped me, I cannot remember their name.

We have great teams at all of our stores. Visit our TEAM PINTO page to see if you recognize the person that helped you.

Feel free to call the store directly to speak with them… we are ready to help you at any time.

4. Are all items in your store online?

We make every effort to add as much merchandise as possible to the website in a timely manner. This means about 80% of the merchandise makes it online. Each store has a selection of items that cater to that particular location as well as consignment items from our local artists that do not make it on to the website.

5. What discounts do you offer?

Pinto Ranch has two on-going promotions. The first is complimentary UPS ground shipping on all domestic orders of $100.00 USD or more. And the second is a 10% discount off your total order when you sign up with At this time, we do not offer a military discount. For more information on discounts and promotions please see TERMS & CONDITIONS.


1. Can I purchase a gift card online?

Yes you can! Gift Cards make great gifts. Just visit our GIFT CARD page to purchase. Gift Cards can be mailed directly to the recipient or we can send to you directly for gift-giving. There is no shipping charge for gift cards.

2. Can I purchase an eGift Card?

Yes you can! We are happy to email you a printable certificate that you can forward to or print and wrap for the intended recipient. Just choose the eGift Card option on the Gift Card page and supply the email you would like the certificate sent to.

3. How do I redeem my Gift Card online?

Our website accepts gift cards as payment upon checkout. Just enter the 13-digit number on the back during the payment process at checkout.

Any leftover funds will remain in your Pinto Ranch account, so you must Sign In to your account to redeem your gift card. Any balance due will require a credit card be entered to fulfill the order.


1. What is the difference between a custom boot and a special order boot?

A custom handmade boot means the bootmaker is actually present to trace your foot and take measurements as well as consult with you about the specific design and details of your boots. A Special Order handmade boot does not involve tracing or measuring but allows you to design your own boot choosing the same specific details as a custom boot such as toe, heel, leather, skin, color, stitch pattern, etc.

2. Do you make custom boots?

Our specialty is helping you get your dream pair of boots. We have two boot lines that can do a custom boot… Stallion and Rocketbuster. We bring them in annually for Trunk Shows where you can have your foot traced and a custom boot made for you. Check our EVENTS CALENDAR for the next Trunk Show in a city near you.

3. Do you do special order boots?

Yes we do! Trunk Shows are a great time to place your order but you can visit any store at any time to speak with one of our boot experts and order your dream pair. Choose the toe, the heel, the style, the color and the skin. We will gladly quote you the price and estimated time for delivery. A 50% deposit is due at the time of the order with the balance due upon delivery. You may also call us via our toll-free line at 800.393.8001 to make a special order. This is not recommended if you do not know your boot size or are unfamiliar with the boot brand and its fit.

4. I found a boot on the Lucchese website. Can I order from you?

Absolutely. We are happy to coordinate a Lucchese boot order for you. We can not guarantee that all boots are available for special order. Just provide the style number of the boot you are interested in and we will get you a cost estimate and time for delivery. A 50% deposit is due at the time of the order with the balance due upon delivery. Give us a call toll-free at 800.393.9001.

5. How do I figure out my boot size?

We always recommend you start with your shoe size. Each boot brand does fit a little bit different but starting with your shoe size will help you evaluate a bigger or smaller size should you need to exchange the boot. And no worries… we cover all shipping on boots. Even the returns and exchanges so there’s no cost to you if the first try is not a perfect fit! Also you can check out our BOOTS SIZE CONVERSION CHARTS for more information.

6. Do you buy/sell used boots?

We do not buy or sell used boots. We suggest you try eBay or a local re-sale shop.

7. Where do your exotic skins come from? I see you have boots made of elephant, alligator, crocodile, python, ostrich and more.

In addition to premium smooth leathers, our handmade boot selection also includes an exotic skin category that showcases a variety of animals. Rest assured, all exotic products at Pinto Ranch are ethically sourced and legally obtained and approved by CITES through our vendors and bootmakers. This may include animal skins sourced from the wild or farm-raised. Variations in these leather goods should not be considered a defect as irregularities and scars are sometimes part of the natural animal hide which makes each piece unique. It is also one of the reasons handmade boots are just a bit more expensive.


1. How do you ship?

Pinto Ranch uses FedEx courier services domestically and the US Postal Service for domestic P.O. Box shipments and all international and Canadian orders. If you have a FedEx, UPS, DHL or Airborne account you would like us to use, please contact us to make arrangements. It’s no problem. Orders to Alaska and Hawaii may also use USPS in order to save costs for the customer.

2. My item arrived damaged. What do I do?

If your item arrives damaged, please contact us so that we can send you a return label to ship it back to us at no charge. We make every effort to make sure your item is inspected and in excellent condition before it leaves our store(s). Unfortunately it is out of our hands once it leaves us and mishaps do happen. We will be happy to replace the item if inventory allows or issue a full refund.

3. Why do my items look slightly different from the picture on the website?

A good portion of items offered at Pinto Ranch are handmade from natural materials, so there may be a slight variation in appearance when compared to the provided image. Color may also vary depending on the quality of your monitor/digital device. Our professional photography staff works diligently to ensure product colors are as accurate as possible.

4. Do you ship internationally?

We love to ship to customers outside the U.S. At this time, we cannot ship to the Middle East or Mexico but all other international destinations are accepted provided there are no customs restrictions. For this reason, we cannot ship any EXOTIC skin merchandise (including boots) per CITES regulations anywhere outside the U.S. If you are not sure whether your order will be permitted, please contact us via email at so that we may advise you.

5. How do I track my order?

After placing your order with Pinto Ranch, you should receive a notification of shipment via email that will include your tracking number. Please use the link within the email to see status of your package. You may also log in to your ACCOUNT at to view the status of your order. You must have an account setup to see this information via the website.

6. The delivery estimate provided when I placed my order is different than the tracking notification I received. What happened?

We strive to provide the best customer experience possible by sending all items in your order in one shipment. Occasionally the items ordered are in-stock at two or more different store locations and this can cause a slight shipping delay. There is no extra shipping charge when this happens. You will be notified immediately regarding any shipping delays.

7. What is your return policy?

Returns are no problem as long as the merchandise is not worn or damaged. Our return policy allows for 30 days from the time of purchase. Please include the Return/Exchange form included with your order and ship to:

Pinto Ranch
Attn: Internet Returns
1717 Post Oak Blvd
Houston, TX 77056

Please see our SHIPPING & RETURNS policy page for more information.

If you are returning or exchanging a pair of boots, Pinto Ranch will cover the shipping costs. Please contact us toll-free at 800.393.8001 for a return label.

8. How do I exchange an item?

Exchanges are no problem. Let us know and we’ll send you an exchange label to cover the shipping. Once your item arrives, we will send you the new item in exchange. We will contact you if there is a balance or credit due. Please include the Return/Exchange form included with your order. Please see our SHIPPING & RETURNS policy page for more information.

9. What is Affirm and how does it work?

Pinto Ranch has partnered with Affirm, a monthly payment lender, to give you a simple way to make your purchase with no hidden fees.

Easy Monthly payments: Provide some basic information and get a real-time credit decision to split your purchase into monthly payments. Rates from 10% to 30% APR with loans of 3, 6, or 12 month terms.

Flexible repayment: Simply pay your monthly bill using a debit card or bank transfer at

Disclosure: Subject to credit check and approval. Down payment may be required. Payment options only available for purchases of $200 or more. Estimated payment amount excludes taxes and shipping fees. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC. See for details.