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To better serve you, we have compiled a list of our most frequently
asked questions below:
Account
information and login
Credit card
transactions
Payment options
Product availability
Sales tax
Order Tracking and
Delivery
Canceling orders
Browser settings
Product Guarantee
Dr. Martens Vocabulary
How to Read Dr. Martens Leather Names
Shoe Care Products
Special Care of Soles Needed in Kitchen Environments
Account
information and login
How can I change my account information?
You can change your account information by clicking
on Account Information & Order Status in the
Customer Service area. Enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name,
password, and shipping information or check your order status.
How secure is my account information?
Completely secure. Dr. Martens USA Retail Store is
committed to protecting the security and privacy of your information.
For details on the security of your transactions, please see our
Privacy and Security page.
How do I get a copy of an invoice for my order?
Click on Account Information & Order Status in the
Customer Service area. Enter your e-mail address and password and your account info will be displayed. At the bottom of the screen is your order history. Click on the order # to view the invoice.
I forgot my password. How do I get it?
Go to the
Customer Serivce area and click on the Account Information & Order Status link. Enter your email address in the 'Forgot your Password' field and click 'Request password'. A new password will be emailed to you.
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Credit card
transactions
Are credit card transactions on dmusastore.com
safe?
Absolutely! In fact, it's statistically safer to use
your credit card over the Internet than in a restaurant or department
store. Dr. Martens USA Retail Store servers use Secure Sockets Layer (SSL),
an encryption technology that works with Netscape Navigator, Microsoft
Internet Explorer, and AOL's browser, so that only Dr. Martens USA
Retail Store can read a customer's personal information. If you would
like more information about our credit card security policy, please read
Privacy and Security page.
Why would my card be declined if there are
sufficient funds in my account?
In order to protect our customers from fraudulent
transactions, the billing address is verified through your credit card
company. If the billing address on your Dr. Martens USA Retail Store
account differs from the billing address on your bank's records, you
could be declined. You should contact your credit card company to check
the address they have on file for AVS (Address Verification System)
purposes.
If your transaction was declined due to AVS Mismatch
(Billing address provided does not match Billing address of cardholder),
please do not attempt to resubmit your request, as it will send multiple
authorization requests to your banking institution and place holds on
your funds. Please contact your banking institution to verify that the
Master Billing address they have on file is the same as you entered when
you registered.
My order was declined. Will I be charged for this
order?
You may see pending charges on your account even
though the order was declined. When an order is placed on our website,
the transaction is sent to the bank for verification of the billing
address entered, and for availability of funds. The bank holds the funds
for that transaction, even if the order is then declined for other
reasons. The hold will drop off automatically in two to three business
days, since the transaction was not completed. Some banks, such as
credit unions, may take longer or have additional restrictions on
transactions.
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Payment options
What are my payment options?
We do not accept money orders. The credit cards we
accept are Visa, Mastercard, and American Express
Can I use a pre-paid gift credit card on this
site?
We accept gift cards with the Visa, MasterCard, and
American Express logos. Occasionally the safety features on our website
will decline these types of transactions. For gift credit cards, the
actual customer's billing address often will not be associated with the
gift card, or will not exist on file at the issuing bank for the Address
Verification System to verify. The transaction could be declined for
this reason. When this happens, we may need to contact the gift
card-issuing bank to have the funds returned to your account. If your
order is declined, please call us at 1-800-810-6673 and let us know. We
will be happy to contact the gift card issuing bank is to have the funds
returned.
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Product availability
Why would an item be out of stock when it still
appears on your site?
Because of the high volume of customers purchasing
from Dr. Martens USA Retail Store, our products may sell out from time
to time. We do update our site daily, but there is an inevitable delay
in reflecting the fluctuations of quantities of product on
hand, particularly since thousands of people visit our online store
everyday. To avoid missing out on our featured items, we encourage you
to act quickly.
Unlike most other Internet retailers, Dr. Martens USA
Retail Store carries a full inventory for every product we show on the
site. This means that when we say an item is in stock, we mean it. In
rare cases however, we may have to notify you via e-mail that a product
is on backorder and do our utmost to fulfill the order as soon as
possible. You will also have the option to cancel the order.
Do you ever restock items that are sold out?
Yes, we are occasionally able to restock items.
However, we recommend that you take advantage of our in stock
merchandise and place your order without delay.
The style or size I want is not shown on this
website. Can I purchase it from you?
Our website shows every item that we currently have
in stock. If a style or size isn't shown, it is sold out or no longer
available. Many styles are seasonal. Please contact us to find out if
the product will be restocked or not. Dr. Martens comes out with new
styles several times a year, and some old styles are discontinued.
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Sales tax
Does Dr. Martens USA Retail Store charge sales
tax?
State laws require that internet retailers collect
sales tax in states where they are resident. Dr. Martens USA Retail
Store is currently resident in the state of Oregon where there is no
sales tax.
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Order Tracking and
Delivery
How long will it take for my package to be
delivered?
Standard ground shipping generally takes from 3 to 10
business days. We ship all orders from Portland, Oregon. 2-day and
next-day shipping options are available for an additional charge.
How can I track my order?
Once the order is shipped, a UPS tracking number is
assigned. Click on Account Information & Order Status in the
Customer Service area. Enter your e-mail address and password and your account info will be displayed. At the bottom of the screen is your order history. Click on the order # to view the shipping status and tracking number for that order.
You can use the shipment tracking number on
www.ups.com.
Does UPS deliver on weekends?
UPS does not delivery on Saturday or Sunday. Business
days are Monday through Friday. So if you place an order for next-day
delivery and it leaves our warehouse on Friday, it will be delivered on
Monday, the next business day.
Why didn't my order ship the same day that I place
it?
Orders cannot be shipped the same day they are
placed, but will be scheduled for processing within the next two
business days. (Business days are Monday through Friday.) This includes
orders shipping 2-day and next-day. This processing time allows for the
product to be retrieved from the warehouse, packaged for shipment, and
picked up by UPS. Occasional delays due to high volume occur, especially
around the holidays. We will contact you if your order cannot be filled
for any reason. Our warehouse facilities operate from 6:00 am to 2:30 pm
Pacific time. We make every effort to ship all orders within two
business days of the day they are placed.
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Canceling orders
How do I cancel or change an order?
We want you to enjoy your Dr. Martens products as
soon as possible. Therefore, once you click 'Confirm Order', your order
information is immediately sent to our warehouse for processing. This
means that we will not be able to cancel or make any changes once your
order has been confirmed. Should you choose to return your Dr. Martens
item(s) for any reason, please consult our
Returns Policy.
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Browser settings
How do I set my browser settings to work with the security on your site?
The security and privacy of your information is extremely important to us. Our site is PCI Compliant and to that end, you may need to change some settings in your browser if you're experiencing problems accessing your cart or checking out. If you use Internet Explorer: Go to Tools --> Internet Options --> Advanced tab --> under the Security section make sure 'Use SSL2.0', 'Use SSL3.0', and 'User TLS1.0' are all checked. If you use Firefox: Go to Tools --> Options --> Advanced icon --> under Protocols make sure 'User SSL3.0' and 'User TLS1.0' are both checked.
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Product Guarantee
Is there a comfort guarantee?
Feet come in a wide variety of shapes and sizes! Dr.
Martens cannot guarantee that every style will work for every person's
feet, unfortunately. We suggest trying the shoes on when you receive
them. You can return them if they don't fit as long as they are in
unworn condition. We attempt to have a wide variety of styles available
at all times so you are able to find something that will be comfortable
for you.
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Dr. Martens Vocabulary
Z Stitch - Classic Dr. Marten’s stitch that joins the welt, upper and insole. Traditionally yellow.
- Self Z Stitch - Z stitch that matches the color of the welt, either black or brown.
- Plain stitch - Stitching hidden within the welt and the sole.
Welt - PVC edging that is sewn onto the upper, permanently stitching the upper together to the insole and providing a base to attach the sole
- Z Welt - welt using our traditional yellow stitching or self stitch
- Plain welt - welting where the stitching is hidden from view
- Notched welt - welt with decorative notching
- Grooved welt - welt with grooving detail similar to grooves in sole.
Stitchdown - Traditional method of shoe construction where the upper is stitched and cemented directly onto the sole without a welt
Leathers - We use Full Grain leathers. Full Grain leathers are the best leathers available. The leather is the strongest and most durable available.
- Natural Grain - Leather that maintains many of the leather natural characteristics including texture and coloration.
- Corrected Grain - Leathers that have been infused with polishes and wax to produce a more even surface. Used on Smooth leathers and Wacky Prints.
Butt Seam - Detail where two edges of leather are sewn together to create a raised edge.
Cap Toe - Style with an extra layer of leather running left to right over the ball of the foot.
Padded Collar - Extra padding around the topline of the shoe for added comfort and fit.
Upper - Pieces of leather sewn together to makeup the shoe
Upper Stitch - Stitching used to assemble leather pieces into an upper
- Contrast upper stitch - detail using a contrasting color of stitch on a leather
- Self upper stitch - detail using similar colored thread to the leather.
Apron Front - style with a layer of leather running along the edge of the front of the shoe.
Lace to Toe - Style where the laces extend from the ball of the foot to the top eyelets.
Open Waist - Style where there is an open area between the toe and heel. Similar to a Mary Jane style.
PVC sole - Traditional sole used by Dr Martens. Made of a PVC compound (Poly Vinyl Chloride) that makes the sole resistant to acid, oil, fat, petrol and alkali.
Blown sole - Sole made of the same material as our PVC sole but the PVC is blown into the mold mixing the PVC with air, making the soles lighter in weight.
Last - The molds that leather is pulled around and attached to the insole, giving shape to the shoe. Similar in appearance to a shoe tree.
Pull - Feature of leather that when pulled, the leather changes color and a depth can be seen. Usually, the leather will lighten in color when pulled.
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How to Read Dr. Martens Leather Names
Dr. Martens leather names indicate the color and type of leather. For example:
Aztec Crazy Horse
Black Greasy
Cherry Red Smooth
Bark Grizzly
These names are always broken down the same way. The color is always the first part of the name, and the type of leather is always the second part. The above examples would be broken down as follows:
Aztec = color & Crazy Horse = leather
Black = color & Greasy = leather
Cherry Red = color & Smooth = leather
Bark = color & Grizzly = leather
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Shoe Care Products
Shoe Care
Dr. Martens shoes and boots are incredibly durable, but all leathers benefit from regular care and maintenance. Proper care can extend the life of your shoes, as well as keep them looking their best. Dr. Martens makes a full line of shoe care products that will help keep your shoes in shape. Some of the key Dr. Martens shoe care products are:
- Wonder Balsam: Cleans and restores all leathers other than suede types. Also protects against water and salt marks.
- Dubbin: Softens and preserves greasy and waxy leathers adding a water-resistant coating.
- Polish: Restores color and nourishes smooth leathers. Buffs up quickly to a high shine.
- Protector: Protects all types of leather, suede, nubuck, and canvas from water and oily stains.
- Suede and Fabric Cleaner: Removes stains and freshens suede type leathers.
- Patent Cleaner: Cleans and preserves patent leather.
- Shoe Shine Sponge: A silicone treated sponge to give all smooth leathers a quick high shine.
Replacement laces
Dr. Martens offers an entire range of shoe laces that includes not only our classic black round and brown round versions, but also our distinctive brown/yellow laces and our very British Union Jack flat laces. We recommend using the following guide when buying replacement laces:
3 eyelets and kids shoes – 26" (60cm or 65cm laces)
4-5 eyelets – 36" (90cm laces)
6-7 eyelets – 47" (120cm laces)
8-10 eyelets – 55" (140cm laces)
14 eyelets – 83" (210cm laces)
20 eyelets – 95" (240cm laces)
Insoles
Dr. Martens has silver comfort insoles with a gel heel. If the shoes are too loose, these can be used to take up a half size in the shoe. Check them out in the "Accessories and Shoe Care" section.
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Special Care of Soles Needed in Kitchen Environments
Dr. Martens footwear, with its PVC air-cushioned soles is known for both its comfort and durability. It is, however, wear-tested in a street environment, not in a kitchen environment.
Fats such as cooking oils and greases used in kitchens are very aggressive on all types of footwear, including Dr. Martens.
If shoes are intended for this environment, we suggest special care. Washing the soles off daily with warm water and a grease-cutting soap (i.e. Dawn, Palmolive, etc.) and ensuring that the uppers are cleaned and protected may help footwear last longer in the kitchen environment.
Dr. Martens soles are oil, fat, acid, petrol, alkali RESISTANT, but not PROOF.
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