Frequently Asked Questions
Please click on a subject below to jump to that section!
Products
Ordering
Shipping
Returns/Exchanges
Miscellaneous
Products
I’m not sure what kind of boot I should order. Can you help?
Absolutely! We’d love to help you find your perfect boot. The easiest way to reach us is via email (customerservice@winterfootwear.com), or by phone (888-572-4873, between the hours of 9-5 EST, Monday-Friday). Let us know what you like, and what you need out of a boot (water resistance, what temperatures you will be in, how long you will be outside, what activities you will be doing, level of warmth, comfort, etc), and we can make suggestions for you.
Why do some items say "two week delivery"?
If an item you are looking at is listed as “two week delivery,” it means that we have to special order that model and size from the manufacturer. Usually, these are boots made by Baffin. Your order would ship directly from Baffin in Canada, and not from winterfootwear.com. It takes about two weeks for Baffin to fulfill these orders. Unfortunately, Baffin does not provide tracking information, but packages typically arrive in one to two weeks.
What is the difference between waterproof and water resistant?
Please check back for more information coming soon!
Why does the product listing tell me to size up?
Every brand’s products have a different fit. To prevent people from ordering the wrong size, we try to note which models we know to either run small or large. Also, some brands do not make half sizes, and we always recommend sizing up and not down in that instance.
Can I get a replacement liner for my Baffin boots?
You can absolutely order an extra liner for your Baffin boots! All liners are made to order by Baffin, and can take up to eight weeks to receive. Liners are not returnable.
Why are some colors of a boot cheaper than others?
Some companies discontinue certain colors of a boot, so we are able to offer those colors at a lower price.
I can’t find my size on the drop down menu, what do I do?
If your size is not available, it means we do not currently have stock in that item. Please feel free to send us an email inquiring as to whether or not we will be receiving more, and when to expect them in stock and on the site!
I think something is defective with my purchase. What do I do?
If something about your purchase seems defective (broken or missing buckles, construction problems, etc), please contact us immediately. We ask that you supply us with digital images of the defect so that we can contact the manufacturer and proceed from there. Though we always want our customers to be happy with their purchase, it is ultimately the manufacturer’s decision whether to warranty a product or not.
My Baffin boots feel tight width-wise. Will they loosen up?
Can I order a gift certificate?
Absolutely! Simply add it to your cart like any other item. Click here for gift certificates! Please note, to redeem a gift certificate, you must place the order over the phone.
Do you carry boots made in the USA or Canada?
We do not carry any boots made in the US or Canada. We do, however, fully stand behind the quality of the boots we sell. Baffin Industrial boots continue to be assembled in Canada.
Ordering
Is your website secure?
The safest and most secure way to submit an order is through our website. All of the information on our website is encrypted through Secure Sockets Layer technology which scrambles sensitive information during your online transaction. You can of course call us to place an order, but you should never send us a credit card number via email, because it is not encrypted.
I received an email about a small charge on my card. What does that mean and why did it happen?
Unfortunately, we live in an age of internet fraud, and have to take added measures to protect our customers and ourselves. International orders and those with different billing and shipping addresses may require us to validate the identification of the cardholder. We will bill a small charge (under $5.00) to your card. We then ask that you check your account or statement and report the EXACT amount we charged. Only the cardholder would be able to check their account in this manner. We hate to have to inconvenience our customers in any way, but we also cannot risk any fraudulent charges being made. You may be billed a small charge for a few reasons:
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International Orders
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Orders with different shipping and billing addresses
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Orders with international shipping or billing addresses
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Orders with domestic shipping and international billing addresses
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Orders with international shipping and domestic billing addresses
I received an email about a small charge on my card. Can you just ship to my billing address?
Unfortunately, once we bill a small charge, we cannot alter the order until the charge has been confirmed. This protects both the company and our customers from instances of fraud.
Do you accept back orders?
We do accept back orders on some models. You will note that when you select your size and color, there will be a shipping estimate. For example, “Black 9 - Ships mid December” indicates that while we do not currently have stock in an item, we are expecting more and are taking backorders for that model.
I placed an order but haven’t been billed yet. When will I be billed?
Typically, we bill your order when it ships. If you have submitted an order that will not ship immediately (some special orders or a back ordered item), we would bill you when it shipped. If you’d prefer to be billed at a certain time (i.e. when you place the order, and not when it ships), just let us know!
When I go to checkout, it asks for a coupon code. Where can I find a coupon code?
From time to time, we offer coupon codes. If we are running a store wide promotion, the coupon code will either automatically be applied to your order when you place your item in the shopping cart, or you may need to enter the coupon code yourself. Automatic coupon codes may apply to a certain brand (for example Baffin) or to a certain boot category (for example, Snowmobile boots). Certain brands, such as Keen and Merrell, are not subject to coupon codes, and can only be discounted when a color or model has been discontinued. Winterfootwear.com coupon codes which are promoted on other websites are not always current, so it is worth checking with us either via email or phone if you find a coupon code, but are unsure whether it is current or not.
Why didn’t I receive an order confirmation?
Order confirmations are automatically emailed when you submit your order. If you didn’t receive one, it could be for one of two reasons:
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Customer does not hit final "submit" button. If you did not see a screen with your order number after you placed an order, you probably did not hit the final submit button.
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Email address entered incorrectly. Typos happen! Your automatic email confirmation may have been lost in cyber space if your email was entered incorrectly.
No matter the reason, in the event you do not receive an order confirmation, please send us an email or give us a call and we can figure it out for you!
Why was I notified that my order was out of stock?
Because our inventory isn’t live, there are circumstances in which an order was placed before we were able to take an item off the site. If this happens, we will notify you, and let you know whether it is an item we can special order, or if there are similar boots that would be a good substitution.
Can I cancel or make changes to my order?
If you decide after ordering that you no longer want the product, or need to change something in your order, please let us know as soon as possible. Our warehouse and office strive to process orders as soon at they come in, but we do try to make changes or cancellations when we can. We will let you know if changes can or cannot be made to your order prior to shipment as soon as we assess the situation.
Can I pay by check?
You can place an order with us and pay by check. To do so, please call us to place the order. We can provide you with the address to which you should send a check. Please note that we cannot ship an order until the check clears.
Shipping
Where will my boots ship from?
Our warehouse is in Rochester, NY. Most of our orders ship from there although some are shipped directly from the vendor.
How long will my order take to arrive?
Please check our Shipping page for all the details for shipping within the United States!
Will my package ship or be delivered on a Saturday?
Packages will only move on weekdays, and not over the weekend.
I placed an order over the weekend and now its Monday but it hasn’t shipped. Why?
No orders are processed by our office after 5 pm EST on Friday, when we close for the weekend. Orders placed after noon EST on Fridays may ship out that day, but most likely would not ship until Monday.
Do you ship to APO or military addresses?
Absolutely! Each APO or military address is different. Some can be processed via USPS’s online shipping method (Click n Ship), though some must be presented to the post office. Military mail can take a longer amount of time to ship, and cannot always be tracked due to security reasons.
When I track my UPS order, it is marked as having been delivered, but I don’t have it! What do I do?
Before you panic, make sure to check all the places a package could have been left at your property. Even if you get frequent deliveries, a new or different driver might have a new or different idea as to where your package should be left! Also, be sure to check with neighbors, and all other members of the household. If the package is still nowhere to be found, please let us know and we can start an investigation with UPS. Once UPS either locates the package or declares, we can proceed from there! If the package is lost, we can either send you a replacement pair of boots or issue you a refund.
My package has shipped, but I’d like it to be delivered to another address. Can you change that?
For orders that have shipped via UPS to destinations within the US48, we can change the shipping destination for a fee. This fee is usually between $12-$18 dollars. This will also delay delivery times. Please be sure to review your order confirmation as well as estimated time frames for delivery (located on our Shipping Policy page) so that you do not incur additional shipping fees.
My package has shipped, but now I need it sooner! Can you get it here faster?
Unfortunately, once an order ships, there is no way to change its shipping rate, i.e. from ground to overnight, 3 Day to 2 Day, etc.
Can you mark my international order as a “gift” so that I don’t have to pay customs fees?
Unfortunately, though we love to help our customers save money, we must mark all international orders as merchandise and be 100% honest on customs forms. Even if the order is truly a gift (as many are!), as a company we still must mark everything we ship as merchandise with a specific value. All international orders will be subject to a brokerage fee, and/or customs fees, taxes, and duties upon delivery.
My international order has tracking information, but the package does not seem to be moving. What do I do?
If your international package seems to be stuck in customs, or in perpetual transit, please let us know so that we can follow up with UPS/USPS. As the shipper of the package, we must initiate the inquiry or investigation into the package’s whereabouts. We are more than happy to file the claim after 7 business days have passed since it was shipped. Depending on the country, it can take between 1-25 business days (if not longer) for the claim to be resolved. Often, the package has been misplaced or neglected, and the claim helps to get the package moving again. In the instance a package is declared lost, we will refund you the cost of the order. Though we understand how frustrating a delay can be, we do not guarantee international time frames, and do not issue refunds due to extended delivery times.
Returns/Exchanges
How do I request a return or exchange?
Returns and exchanges are easy with winterfootwear.com! If you are in the US48, simply fill out a return request on the Returns and Exchange form. Unfortunately, we cannot offer return labels for international orders or orders to Alaska or Hawaii at this time. If you are planning on making a return from Hawaii, Alaska, or an international location, please be sure that you have the correct return address, and use a method of shipping that allows you to track the item.
I don’t have a printer, how am I supposed to access my UPS electronic return label?
If you would like to return an item, but do not have a printer to print your label, we can send you one in the mail! Simply fill out the return request and make sure to note that you need it mailed to you the old-fashioned way!
My return label won’t print, what do I do?
If you are having trouble printing a return label, send us an email or give us a call so that we can send you another one! If you still can’t print it, we can print it here and mail it to you!
Can I return boots that have been worn outside?
We understand how hard it is to judge the warmth of a boot without actually being in the elements, and encourage you to ask us if the boot you selected is appropriate for your specific activity, so as to lower the chances that your boots aren’t warm enough (or are too warm). However, we cannot guarantee that your boots will be perfect match for you, no matter how much we’d like to be able to do so. Everyone has a different tolerance for cold, so our temperature ratings are guidelines, but not guarantees. Wear your boots around the house as much as possible to make sure they fit before you take them outside! We cannot accept returns on anything that has been worn outside.
We also cannot accept returns on boots that smell of cigarette smoke or are covered in pet hair. Though our warehouse does make an effort to clean up any boots that are returned, in the instance that the boots are too dirty or smell too much of smoke to be sold, we will be unable to offer a refund. We would be more than happy to ship the boots back for $7.50 in these cases. Please be sure not to expose the boots to smoke, excessive animal hair, or wear them outside until you are 100% sure you are going to keep them.
I want to return a purchase, but it’s not subject to free returns. Can I still return it?
Of course! Just because an item is not subject to free returns and exchanges does not mean you’ll be stuck with it forever! You can fill out a return label just the same--the only difference is, when your boots arrive back at our warehouse, we will refund you the cost of the boots less $7.50 for shipping.
Can I return boots on my own so that I can get a full refund?
If you want to return a pair of discontinued or sale price boots on your own and pay for the freight, you are more than welcome to do so. We recommend that you use a trackable method of shipping, and send us an email so that we can make a note in your order for our warehouse to expect your return (and so that we know not to charge you the shipping fee). Our shipping fee of $7.50 is almost always the best deal though, but feel free to shop around for a better shipping rate!
I’m outside the window for returns, but I don’t want to keep the boots. What can I do?
Because we are a very seasonal company, we do have a smaller window for returns than other, larger, companies. If you are outside the return window (ten days from date of delivery to request a label, and then 20 days to get the boots back to the warehouse), please send us an email in regards to a return. If the boots have not been worn and are a model we are still carrying or intend to restock, we can sometimes accept a return for store credit.
I don’t have the brand box my boots came in, can I still return them?
Boots need to be returned in their brand box in order for us to issue a refund. Sometimes, if you contact us, we are able to locate a replacement box for a fee, but usually, we cannot accept returns without the brand boxes.
When can I expect the refund for my returned product?
Returns are typically received and inspected by our warehouse within three days of delivery. A credit is then issued to the original form of payment within seven business days.
Miscellaneous
What is the Final Sale Outlet?
Items in the Final Sale Outlets are the same, high-quality, brand new boots we carry in other sections, except these items cannot be returned. They aren’t factory seconds or used boots: usually, they are discontinued models or colors, models we have very few sizes left in, or brands we no longer carry. Since Final Sale items cannot be returned or exchanged, we try to give the best sizing recommendations we can--and keep the prices as low as they can go! We always recommend--with any product, not just Final Sale items--to look at other sites that have more extensive product reviews to help you make your decision, especially for sizing.
Do you match prices?
We always try to keep our prices as competitive as we can! We will be happy to match a price for you, as long as the same size and color are in stock on the competing website although we must consider each price match individually. Also, be sure to compare final prices, including shipping and taxes--after all, we do offer free standard ground shipping within the US48!
If you have found an item for a lower cost on another website, please give us a call so we can verify it with you. Certain items and brands may be exempt from price matching, but we would be more than happy to look into it for you!
If the item you ordered from www.winterfootwear.com is discounted within ten days of purchase, please contact us anytime within that ten day window and we will issue a refund to your credit card. We must currently stock the same model in the color and size that you purchased. This price adjustment does not include promotional code pricing and does not apply to orders shipped outside of the US.
How do you convert international sizes?
Please consult our International size charts. If the brand you are interested in has its own chart, please use that chart. Often, one brands recommendations do not translate to another brand’s, and it is best to go with the suggestions of the brand you are purchasing, and not to compare. Each brand knows the fit of their boots best, and it is best to default to their conversions.International size conversions are, unfortunately, not 100% accurate.
Why do you ask for my email address?
We ask for your email address for two reasons. Firstly, you will receive automatic confirmation of your order via email. We also send shipping and tracking information to you via email. While we try to call everyone we can, if there is a problem with your order, we like to be able to email you the details as well. Secondly, if you’d like us to, we can add you to our mailing list so that you know when we are having special offers! We never, under any circumstances, sell or share your information--we don’t like spam either!
Is sales tax added to my order?
Sales tax in the state of Vermont (where our offices are) is applied to anything that can be labelled “equipment” as opposed to “apparel.” Ice skates, industrial boots, tractions devices, and other accessories are all subject to sales taxes. New York residents are responsible for reporting sales tax for online purchases. Please refer to the NY state department of taxation and finance for instructions on reporting use tax for items purchased through an e-commerce site.
Do you have a catalogue?
We do not have a print catalogue. Everything we have is on winterfootwear.com!
Can I come in and try on a boot?
Unfortunately, all of our business is online, and there is no way for customers to try on the boots prior to purchase. However, that is the benefit of our easy and free returns and exchanges! Also, because we make a point to try on as much of what we sell as possible, you can always send us an email or give us a call if you have questions about specific boots!
