Are credit card transactions on 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 Microsoft Internet Explorer, Chrome, and Firefox browsers (to name a few), 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 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 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.

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, 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.


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