FREQUENTLY ASKED QUESTIONS
Are you extending your returns policy?
Due to the current situation, we are extending our online and in-store return policy. All purchases made in-store on or after February 20th, 2020 can be returned in-store with a receipt, up to 30 days after our stores reopen. All online purchases made on or after February 20th, 2020 can be returned up to 60 days instead of our current 30-day return policy.
Where can I find updated information on your store opening times?
For the latest information on our store openings, head to our Store Locator page.
Can I still purchase Dr. Martens products online?
Yes, our online store is open as usual.
I've ordered a product online; will the virus impact it?
Our website is running, and our team is working hard to ensure that orders are processed as usual.
Are Dr. Martens factories in the UK and Asia still open?
Our factories are up and running as usual.
Across all of our working locations, we're taking increased health and safety measures to ensure that we protect our colleagues and our consumers.
Compulsory handwashing is in place across our factories and distribution facilities, and we have taken steps to enhance the cleaning schedules of our workplace and retail environments. Antibacterial gels have also been made available wherever possible.
Who is UK Boots & Shoes Inc.?
The Dr. Martens Canada Website www.drmartens.com/ca is owned and operated by AirWair International Limited and Dr. Martens AirWair USA LLC. All sales, deliveries, returns and customer support via this Website are fulfilled by a 3rd party service provider, UK Boots & Shoes Inc.
How can I change my account information?
You can change your account information by clicking on SIGN IN/REGISTER in the top area of our website. 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. The Dr. Martens Canada website is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our Privacy and Cookies Policy page.
How do I get a copy of an invoice for my order?
Click on SIGN IN link in the top area of our website. Enter your e-mail address and password and your account info will be displayed. On the left of the screen is MY ORDERS. Click on this link to view the order details and view invoice information.
I forgot my password. How do I get it?
Click on the SIGN IN link in the top area of our website. Use the 'Forgot your Password?' link to request a new password via email.
Are credit card transactions safe on the Dr. Martens Canada website?
Completely safe. The Dr. Martens Canada website server uses Secure Sockets Layer (SSL), an encryption technology that works with internet browsers, the industry standard. All transactions are processed via our transaction partner PayPal Canada. You do not require a PayPal account to purchase on our website.
What are my payment options?
The credit cards we currently accept are Visa, MasterCard and PayPal Express checkout. For American Express and Visa Debit please select PayPal at checkout to pay with these option.
What is my UK/US size?
We have made available for you a Size Guide. to help you find your UK/US size. If you still feel unsure about your size equivalence, please feel free to Contact Us
Why would an item be out of stock when it still appears on the website?
Because of the high volume of customers purchasing from the Dr. Martens Canada website, our products may sell out from time to time. We do update our site regularly, but there is an inevitable delay in reflecting the fluctuations of quantities of product on hand, particularly since thousands of people visit our website every day. 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 is not shown, it is temporarily 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 come out with new styles several times a year, and some old styles are discontinued.
Does the Dr. Martens Canada website charge sales tax on products purchased in Canada?
Yes, provincial laws require that internet retailers collect sales tax in provinces where they are applicable and at current rates.
How long will it take for my package to be delivered?
Shipping generally takes from 3 to 10 business days, depending on location of delivery.
How can I track my order?
Once the order is shipped, a tracking number will be emailed to you. If you created an account on our site you will also be able to login to view tracking information as well as account information, address book, order history and your wish list. You can use the shipment tracking number on www.fedex.com or www.canadapost.ca.
Do you deliver on weekends?
Shipping companies do not deliver on Saturday or Sunday. Business days are Monday through Friday.
Why didn't my order ship the same day that I placed it?
Orders cannot be shipped the same day they are placed, but will be scheduled for processing typically within the next two business days (business days are Monday through Friday). This processing time allows for the product to be retrieved from the warehouse, packaged for shipment, and picked up by the shipping company. Occasional delays due to high volume occur, especially around the holidays or during promotional periods. We will contact you if your order cannot be filled for any reason. 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 products ordered 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.