FAQ
ORDERS PLACED BETWEEN NOVEMBER 15th AND DECEMBER 22nd WILL HAVE AN EXTENDED 45 DAYS FOR A RETURN OR EXCHANGE.
FAQ’S
When will my order ship?
Our goal is to process and ship your order as quickly as possible. Most free shipping orders ship within 2 business days of their receipt. Orders that select an expedited shipping option are usually shipped within 1 business day, though we strive to ship the next business day after the order is received. Business days are Monday through Friday, excluding holidays.
Shipping time refers to the time after the order is processed to when it appears at your door. Shipping times may be 3-8 business days in duration depending on distance, carrier and items purchased.
Has my order shipped?
Once your order ships, you will receive a ship notice via email in the evening on the day they ship with a tracking link near the bottom.
How long will it take for my order to arrive using free shipping?
Free no rush shipping delivery time is usually between 4 and 8 business days after they ship. Home or Business shipping delivery time is usually between 2 and 5 business days (Weather delays or disasters may affect this time).
What other shipping options do I have?
Expedited shipping methods included 3 business day, 2 business day and standard next business day are available during checkout at actual cost (business days being M-F excluding holidays). Overnight Saturday delivery is not available at this time.
We use USPS Priority Mail for all APO/FPO shipments as well as PR, Guam, USVI, and all other US territories.
Most U.S. orders ship within 2 business days (business days being M-F excluding holidays). International orders only ship once or twice per week based on volume, so international orders may not ship for 3-5 business days.
Undelivered or "lost" package claims must be submitted within 30 days of the ship date or they cannot be refunded or replaced. FedEx and USPS require US to submit the claim and all relevant paperwork within 30 days of shipment.
Do you offer international shipping?
We ship internationally to select countries, in the cart if your country is not shown as an option we do not ship to that country.
We will do everything in our power to make sure the boots get to you in a timely manner. However, because each country is different, we cannot be held responsible for errors or delays out of our control.
You may experience delays if customs requires you to make a payment to receive your package. We are not responsible for customs duties, taxes, or fees, that is solely the responsibility of the recipient.
Shipping costs are calculated based on weight and dimensions; we reserve the right to change the carrier bases on what will be the quickest, best option available at the time of shipment. It could be USPS, UPS or FedEx depending on our latest information about delivery times to your country.
We cannot ship anything until payment is received.
ALL INTERNATIONAL SALES ARE FINAL! NO EXCHANGES OR RETURNS ARE ALLOWED.
If an item is returned to us as undeliverable or refused it will be refused by us as we would be required to pay the shipping back as well as return customs fees.
International orders will only ship once or twice per week based on volume, meaning it may take 3-5 BUSINESS days (M-F excluding holidays) before your order ships.
What is your policy on clearance items?
Clearance items end with .97 in the pricing and these items are first quality but are NOT returnable or exchangeable. They are priced to move and at a minimal profit or even at a loss to get them out the door. There are no exceptions to this rule, if you are not sure about your size or if they are what you need, do not buy them.
Returns and Exchanges Policy
How do I return my boots?
For a return or exchange RMA#, please submit an RMA Request within your order summary or via email to customerservice@dutybootshop.com with name, order number, email address and reason for the return, and we will respond via email 1 business day in most cases with instructions and your RMA# on where to return the boots. The email will give you easy and precise instructions to ensure the process is handled in a professional and personal way. (We do NOT issue RA's over the phone). For full return policy details click here: Shipping & Returns
How long do I have to request a return or exchange?
We give you 30 days from the date that your order ships to request an RMA and 30 days from that RMA being issued for the footwear to arrive back. Your footwear must be in new, unworn condition with tags attached and the original box in new condition (US and APO/FPO orders only, we do not accept returns or exchanges on International orders). Boots worn outdoors or altered (try them on indoors before wearing outdoors) are not returnable unless there is a warranty issue, they will be inspected upon their return.
Alaska, Hawaii, US Territories (Guam, PR, USVI, etc.) and volume/special discounted items will have to pay shipping both ways on exchanges.
How do I do an exchange?
There are two ways to handle an exchange:
1.Buy the new item, return the old one (using the RMA form above as a return) to us for a refund. This is the fastest and easiest way
2.Return the old item to us (using the RMA form above Requesting an exchange). Once returned and processed we will ship the new item ONCE to you at OUR cost, second exchanges are charged our shipping cost of the second item. Please allow up to two weeks for processing and the round trip.
Returns that do not have an RMA number clearly displayed on the return package may be refused by our warehouse. All clearance sales are final. We cannot accept returns on clearance, special order, or customized items.
We do not refund our original shipping costs on returned orders, and we do not cover any shipping costs associated with your return. Please note: Items returned for a refund will incur a $5 restocking fee on each item returned for a refund.
What if I believe my boot has a manufacturer’s defect?
If you believe a boot has a manufacturer's defect please email Customer Service with as much detail and photos if there is a visible defect so we can make arrangements for a warranty return or exchange. We deal with these situations on a case-to-case basis and it is the manufacturer who determines if a warranty is due or not. In most cases a return label will be sent to you via email to return the boots and when they are returned, inspected and processed we will send a replacement. In some cases, a refund will be issued if that model is no longer available. If you are requesting a comfort guarantee from either Magnum or Original Swat you will be required to pay to send them back and a full refund of the purchase price will be issued upon their return and processing.
What if I got the wrong pair/style/something really messed up?
Occasionally mistakes happen – sometimes they are even out of our hands. For all mistakes, regardless of where they originated, we will work with you to solve them as quickly and fairly as possible. Please email Customer Service and we will get back with you as soon as possible.
My order is from a country outside of the United States, what is your exchange policy for international orders?
As stated in the International Orders section, all International orders are final (Except APO/DPO/FPO orders). We do not accept exchanges or returns on International orders. The cost of return freight and re-sending the package is too great, and US customs requires us to pay duties, we do not pay duties on an item we sent, therefor we do not accept exchanges or returns on ANY international orders, no exceptions. Our system is not set up for returns or exchanges on international orders.
Product Description
Accuracy is of the upmost importance to us. However, we cannot guarantee that product descriptions or other content on the Site is 100% error free. If you purchase an item from the site that is not as it is described, please return it in an unused condition. If a price is listed incorrectly due to a typographical error or an error in pricing or product information from the supplier, we reserve the right to refuse or cancel any orders for that particular item.
Risk of Loss
All items purchased from EGA Footwear Distributors are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.