I could not find my answer. What now?

Ask Katie. She can answer right now, or connect you with our team.

She has read every article and policy we have written, so asking in your own words usually works better than searching. If she cannot settle it, she hands the conversation to us with your order attached, so you are not repeating yourself.

Can I speak to a person?

Yes. We are here seven days a week, 9:00 AM to 5:00 PM Eastern:

  • Phone: 800-651-2747

  • Live chat on the site: ask Katie to connect you with the team

  • Email: help@cowhidesdirect.com

We are closed on major holidays and back the next day. Anything arriving after hours is answered the next business day, usually first thing.

What can Katie actually do for me?

More than most chat assistants, because she is connected to our order system rather than only to our articles. She can:

  • Look up your order status

  • Find your order number when you do not have it

  • Cancel an order

  • Change a delivery address

  • Read the current promo codes and their minimums

  • Connect you with our team to review a missing free gift

  • Search the catalogue by colour, size or type

You can send her photos in the chat, which helps for anything you would otherwise be describing in words.

What she cannot do is start a return or an exchange. Those go through the returns portal, and she will point you at it.

I emailed and have not heard back

We answer help@cowhidesdirect.com within one business day. If it has been longer than that, check your spam folder first, because our reply may be sitting in it.

If it is genuinely not there, do not wait on a second email. Open the chat and ask Katie to connect you with the team, and mention that you emailed, so we can find the original thread.