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
E-Commerce 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 E-Commerce 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 E-Commerce 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
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
What are my payment options?
We do not accept money orders. The credit cards we accept are Visa, Mastercard,
and American Express. We also accept PayPal.
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.
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 E-Commerce, 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.
In rare cases however, we may have to notify you via e-mail that a product
is out of stock. Your credit card will be credited and you will receive
an email notification for any out of stock product within 24 business hours.
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
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.
Does Dr. Martens E-Commerce charge sales tax?
Yes, Dr. Martens does collect sales tax in some states. In general, state laws require internet retailers to collect sales tax on customer orders to states in which they have a physical selling presence. Dr. Martens E-commerce orders that are shipped to the following states are subject to sales tax:
Alaska, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin, and Wyoming.
The tax rate applied will be based on the type of item purchased and will be the combined state and local rate for the address where your order is shipped.
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 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
Does UPS deliver on weekends?
UPS does not deliver 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
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.
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.
We offer refunds rather than exchanges.
We offer refunds rather than exchanges. That way you can re-order any
style/color/size that you want, and at any time you want. Some people don't
like to wait and return the shoes before re-ordering. For tracking purposes
we are unable to perform a true exchange for returned shoes. Please visit
our Returns Policy page for more information.
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.
Is there a comfort guarantee?
Feet come in a wide variety of shapes and sizes! Dr. Martens E-Commerce 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.
Dr. Martens Vocabulary
Z Stitch - Classic Dr. Marten’s stitch that joins the welt, upper and insole.
- 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
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
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
- 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
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
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.
How to Read Dr. Martens Leather Names
Dr. Martens leather names indicate the color and type of leather. For example:
Aztec Crazy Horse
Cherry Red Smooth
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
Shoe Care Products
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
- 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
- Patent Cleaner: Cleans and preserves patent leather.
- Shoe Shine Sponge: A silicone treated sponge to give all smooth leathers
a quick high shine.
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 – 60cm or 65cm laces
4-5 eyelets – 90cm laces
6 eyelets – 120cm laces
8-10 eyelets – 140cm laces
14 eyelets – 210cm laces
20 eyelets – 240cm laces
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.
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.