General Policy

Orders placed on www.dmusastore.com will ship within 2 full business days (Monday - Friday) once the order is placed and credit card authorization has been received. We ship all packages via FedEx with the exception of small, non-footwear packages (such as laces) and shipments to APO/FPO military addresses - in this case we use USPS (no PO Boxes). We do NOT have the ability to ship to PO Box addresses at this time.

What will I be charged for shipping and handling?

Dr. Martens E-Commerce is pleased to offer you 3 shipping methods - Standard Ground, 2nd Day Air, and Next Day Air. We ship to all contiguous 48 states, as well as Alaska and Hawaii, and there are no hidden fees. All items ship within 2 full business days (Monday - Friday) of placing your order.

Within the 48 contiguous states:

For orders up to $19.99 - FREE Standard Ground, 2nd Day Air $14.95, Next Day Air $19.95

For orders up to $100.00 - FREE Standard Ground, 2nd Day Air $16.95, Next Day Air $21.95

For orders over $100.00 - FREE Standard Ground, 2nd Day Air $24.95, Next Day Air $29.95

To Alaska and Hawaii:

For orders up to $19.99 - FREE Standard Ground, 2nd Day Air $24.95, Next Day Air $29.95

For orders up to $100.00 - FREE Standard Ground, 2nd Day Air $26.95, Next Day Air $31.95

For orders over $100.00 - FREE Standard Ground, 2nd Day Air $34.95, Next Day Air $39.95

Do you ship to APO/FPO military addresses?

Yes. We can ship to APO/FPO addresses. However, we can only ship to these addresses using USPS ground service. There is no air service available at this time. There is some additional processing time on these orders due to extra paperwork, so they may take up to 5 days before leaving our warehouse. Ground USPS service can take up to a week to deliver to the APO/FPO address, and then there is whatever additional time the Military takes to get the shoes to the recipient. It's possible an order could take up to 30 days to be delivered.

Do you ship to Alaska and Hawaii?

Yes. We can arrange shipping to most zip codes in Alaska and Hawaii. However, due to our shippers' restrictions, we cannot ship to certain zip codes in these states. In addition, there may be certain restrictions on the dimension and weight of packages that we can ship to these states.

Do you ship to Puerto Rico?

Yes! Dr. Martens E-Commerce has partnered with a trusted third-party company, International Checkout, to fulfill orders to Puerto Rico.

Will you ship outside the United States?

Yes! Dr. Martens E-Commerce has partnered with a trusted third-party company, International Checkout, to fulfill orders for our international customers.

Who will deliver my order?

Dr. Martens E-Commerce uses FedEx or USPS 1st class service. We will not ship any other way at this time.

When will my order leave the warehouse?

Our products are guaranteed to leave our warehouse within 2 full business days (Monday - Friday). Items that cannot be shipped within two business days will be clearly marked on our product description pages, and at checkout.

Does FedEx deliver on weekends?

FedEx 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 day.

Do you offer premium delivery service?

Standard Ground delivery, 2nd Day delivery, and Next Day delivery are all available.

Do you refund shipping charges?

Shipping charges are refunded if:
We ship an incorrect product
A product was shipped from our warehouse broken or defective
A product was damaged during shipping

Order Tracking

How can I track my order?

Once the order is shipped, a FedEx 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.fedex.com.

Policy

• 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. For tracking purposes we are unable to perform a true exchange for returned shoes.
• You have 30 days from the day your item shipped to initiate a return.
• ALL items must be received in their original, unworn condition and must include all original packaging.
• We only accept returns on items purchased at www.dmusastore.com.
• A refund will be issued for the purchase price plus the original shipping charge.
• Credit will only be applied to the original credit card account used for purchase.
• You are responsible for return shipping costs.
• If our warehouse is unable to accept your return, the merchandise will be returned to you without credit.
• Most credits are applied within 5 business days of receipt of the item, allowing for processing and inspection time.
• You will receive a confirmation email when your account has been credited.

Procedure

1. To return an item, log in to your account to review your order(s), and click on the "Request Return" button next to the appropriate order.
2. Eligible items (ordered in the last 60 days) will be listed. Select the items and quantity you wish to return and enter a reason for the return.
3. Print 2 copies of the Return Information sheet. Enclose one copy of the return authorization information sheet with your return and keep one for your records.
4. You will receive a confirmation email when your account has been credited. Once the shoes are received it takes 3 - 5 business days to process the return.

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