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Frequently Asked Questions


These policies allow us to provide an exceptional level of customer service and to be fair and consistent with each customer. We appreciate your business and we are happy to clarify any questions or discuss any concerns you may have. Please contact the Catalog Department to do so. If you are leaving a voicemail, please provide details as to why you are calling so that we can serve you more efficiently.

Click the links below for questions about...

Order Cancellations

Online & Phone Orders

We do our best to ensure that orders placed online and by phone are based off of an accurate product inventory. However, products sometimes become unavailable after an order is placed. In the event that an item you ordered online is out-of-stock, we will contact you by phone. In the event that we do not hear from you after 5 business days, we will consider the order (or that part of the order) cancelled.

Payment by Check or Money Order

We recognize that some customers may prefer to send in a check or money order, as opposed to paying by credit card. We are happy to accept payment by mail and to place items on hold while the payment is in-transit. However, orders for which payment has not been received after 10 business days will be cancelled. We will call and notify the customer upon doing so. If a check is returned to us due to insufficient funds, a $36 fee will be charged to the customer.

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Order Processing

In-stock orders will be processed within 7-10 business days. Additional transit time varies based on the chosen shipping method. Allow 7 days additional shipping time when selecting FedEx Ground Home Delivery service. Please plan accordingly to ensure the above delivery schedule will meet your needs. If a quicker turnaround time is necessary, please select an expedited shipping option during checkout. We will notify customers on our website if any special deadline considerations are required.

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Privacy Policy

To view our Privacy Policy, click here.

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Product Availability

We do our best to ensure that orders placed online and by phone are based off of an accurate product inventory. However, products sometimes become unavailable after an order is placed. In the event that a product is out-of-stock, you will be contacted and we will offer either an approximate date of shipment for the item or a similar product.

Chocolate and Edible Goods

We unable to ship certain products during the spring and summer months due to varying temperatures during transit. This includes chocolate & other edible goods and certain gift sets.

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Promotions & Discounts

The Kentucky Derby Museum Gift Shop will occasionally mark down products and/or offer promotions via coupon code. If a coupon code is listed, any restrictions will also be noted. If a promo code doesn't meet criteria, total amount will be adjusted. Promotions and/or discounts may not be combined with any other offer, including membership and bulk discounts.

Gift Shop promotions apply to product only. Gift cards, Museum tours, admission and memberships are excluded.

Membership

To learn about Kentucky Derby Museum membership or for membership-related questions, click here.

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Returns & Exchanges

We do our best to ensure that our customers receive the right product for their needs. However, we will gladly accept returned merchandise for exchange or store credit. Sorry, no refunds. Store credit is in the form of a Kentucky Derby Museum gift card and is valid for 3 years from issue date.

Products may be exchanged or returned under the following conditions:

The following products cannot be exchanged or returned:

All sales are made under the above conditions. The Kentucky Derby Museum reserves the right to refuse a return that does not meet the above criteria.

Returns Procedure

Customers who would like to return or exchange an item are encouraged to contact the Catalog Department before sending the item to us. We will ask for your name, contact information and basic product information. If you are exchanging the product, we will go ahead and place the item(s) you would prefer on hold.

Product can be returned to the following address:

Any shipping costs incurred by returning and/or exchanging items are the responsibility of the customer.

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Shipping

We use FedEx Ground Home Delivery service as our primary shipping resource, which provides reliable service and tracking numbers for each package. We pay what you pay! We don't add handling or other hidden fees. If you'd like to ship to a PO Box, please use the SmartPost option; for all other services, you must have a physical street address. Orders placed online that include an email address will receive a tracking number and order confirmation upon shipment by email. For orders placed by phone, tracking numbers are available upon request and are provided by email only.

Eco-friendly Shipping

In an effort to be environmentally responsible, your orders are shipped in recycled cardboard boxes. We use biodegradable packing peanuts and re-use packing materials whenever possible. We encourage our customers to reuse and recycle these materials as best they can. For information on recycling availability in your area, please visit Earth911.com or contact your local government office.

Expedited Shipping

If you wish to use one of our expedited shipping options, such as 3-Day Express, 2-Day or Overnight service, please place online orders by 2 pm EST. Orders placed after 2 pm EST will ship the next business day. When calculating delivery dates, please note that weekends are not included.

In-Store Pick Up option

For local customers and those who will be visiting the Museum in the near future, we offer an in-store pick up option. We are happy to provide that option to customers, but cannot currently do so through our website. If you would prefer in-store pickup, please contact the Catalog Department and place the order by phone.

International Orders & Shipping

Note: Additional customs fees may be charged by the carrier after processing, depending on regional regulations.

Saturday Delivery option

FedEx Home Delivery packages may be delivered on Saturdays, depending on a customer's location. FedEx also offers a Saturday delivery option for Express service for an additional charge. We are happy to provide that option to customers, but we cannot currently do so through our website. If you would prefer Saturday delivery, please contact the Catalog Department.

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Size Guide

T-shirt Sizing Guide, Unisex most relaxed fit, Ladies slimmer through body, Junior slimmest fit with added length

Youth Apparel

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