Dr. Martens Support Center

Find Dr. Martens helps, faqs and knowledge base quickly

What is the General Shipping Policy Of Dr. Martens?

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The Dr. Martens US Website www.drmartens.com/us is pleased to offer three different shipping methods. We have UPS Ground Shipping, UPS 2nd Day, and UPS Next-Day Air options available. Please allow at least one(1) business day for processing, including both 2nd Day and Next-Day Air. Packages are only delivered on weekdays, including 2nd Day and Next-Day Air. All orders are shipped via UPS, except those going to APO/FPO addresses, Hawai'i and Puerto Rico. These will be shipped via UPS SurePost and the US Postal Service.

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What is the Shipping and Handling Fees?

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Within the 48 contiguous states:

  • FREE Standard Ground on orders $50 or more. $5.00 Standard Ground on orders under $50.
  • For orders up to $19.99 - 2nd Day Air $14.95, Next Day Air $19.95
  • For orders up to $100.00 - 2nd Day Air $16.95, Next Day Air $21.95
  • For orders over $100.00 - 2nd Day Air $24.95, Next Day Air $29.95

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I Can’t Find My Order In My Order History.

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You may have checked out as a Guest and created an account afterwards. In this case, the order will unfortunately not show in your account. If you have received an order confirmation number -- and provided an email address -- you will receive email updates on the status of your order. If you have not received an order number, please contact our Customer Service team, as your order may have been declined.

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Why Didn’t My Card Go Through?

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There are a few reasons why your card may not have gone through. A vast majority of the time, a card is declined because the billing address entered for the card does not match what the issuing bank has on file for the billing address, most commonly called the “Master address” or “AVS address” (AVS: Address Verification System); this address may differ from the one on your statement. When placing an order, please confirm the billing address associated with the card being used.

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Does Dr. Martens Charge Tax?

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Yes, Dr. Martens does collect sales tax in some states. In general, state laws require internet retailers to collect sales tax on orders shipping to states in which they have a physical business 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 to which your order is shipped.

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Can I Cancel Or Change My Existing Order?

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Please contact Dr. Martens as soon as possible once you realize a change needs to be made. Dr. Martens will make every effort to get you the right product in the correct size. However, as Dr. Martens tries to ship orders as quickly as possible, Dr. Martens may not be able to facilitate any changes.

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Can I See My Order Online If I Used Guest Checkout?

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Unfortunately, no. However, you will receive an order confirmation if an email address is provided during checkout, as well as a shipping confirmation once the order is dispatched. If you aren’t receiving these emails, it may be that you have entered an invalid email address or that your email provider is filtering them into a spam / junk mail folder.

If you are unable to locate any expected emails, please contact Customer Service team.

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I Don’t Remember My Password. What Do I Do?

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You can use the Forgotten Password form on our SIGN IN / REGISTER page. Enter your email address and click “send email”; Dr. Martens will send you an email with a link so that you can reset your password. This link will expire after 30 minutes.

If you are still unable to access your account, please contact the Customer Service team.

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How Can I Change My Account Information?

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You can change your account information by clicking on SIGN IN / REGISTER at the top right of the homepage and entering your login information. You can update your:

  • Email address
  • Account name
  • Password
  • Billing / shipping information

All changes will be saved and applied to your future orders.

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How Can I Create an Account?

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All you need to do is click SIGN IN / REGISTER at the top right of the homepage (or follow the registration instructions on the checkout page), fill in the new customer details and create a password to keep your account secure.

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Also, you can visit Dr. Martens Official Website to get more helps, faqs and knowledge base.

About Dr. Martens

Dr. Martens’ appeal to people who have their own individual style but share a united spirit – authentic characters who stand for something. People who possess a proud sense of self- expression. People who are different.

On a stylistic level, Dr. Martens’ simple silhouettes allows their wearers to adopt the boots and shoes as part of their own individual and very distinctive style; on a practical level, their famous durability and comfort make them ideal for the unforgiving world of gigs and street fashion; and then finally on an emotional level, they are a badge of attitude and empowerment.