FREQUENTLY ASKED QUESTIONS
To better serve you, we have compiled a list of our most frequently asked questions below:
How can I change my account information?
You can change your account information by clicking on 'LOGIN', enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name, password, and billing/shipping information in the 'My Account' area of the site.
How secure is my account information?Completely secure. Dr. Martens AirWair USA LLC 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 'LOGIN' enter your e-mail address and your account info will be displayed. At the bottom of the screen is your order history. Click on the Order number to view the invoice.
I forgot my password. How do I get it?
Click on 'LOGIN' enter your email address in the 'Forgot your Password' field and click 'Request password'. A temporary password will be emailed to you.
Are credit card transactions on drmartens.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 AirWair USA LLC 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 AirWair USA LLC can read a customer's personal information. If you would like more information about our credit card security policy, please read our 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 AirWair USA LLC 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.
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 AirWair USA LLC, 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 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.
Does Dr. Martens AirWair USA LLC 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 AirWair USA LLC orders that are shipped to the following states are subject to sales tax:
Alaska, Arkansas, California, Colorado, Connecticut, DC, 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.
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 www.ups.com.
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 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.
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.
Is there a comfort guarantee?
Feet come in a wide variety of shapes and sizes! Dr. Martens AirWair USA LLC 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.
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.
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 thesole 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.
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 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.
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.
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.