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FAQ

Customer Service

Orders

How do I claim a manufacturer's warranty?

Most products have a manufacturer’s warranty of some kind.

If your product is simply defective, please contact our customer relations department via email at info@toughfootwear.comor phone at 817-386-4883 (M - F 10AM - 5:30PM CT). We can determine if the item is covered under the manufacturer's warranty and get your return squared away.

What happens if I purchase an item on backorder?

If an item is on backorder, you have a couple of options. Orders are filled in the order they are received. If you would like to hold a place in line, don't make any changes to your order. The moment your backordered item becomes available, we will ship it out via UPS Ground at no additional charge.
Don't feel like waiting? We'll help you replace the backordered item with a similar in-stock item.
You can also remove the backordered item from your order for a full refund. This will not affect any other in-stock items on your order; those items will ship immediately.

Do you ship internationally?

At this time, we can't ship outside of the states. It's unfortunate, but U.S. Customs and many of our manufacturers place restrictions on products shipped outside of the United States. We apologize for the inconvenience.

Do you ship to APO/FPO-based addresses?

Yes we do! Army Post Offices (APO) and Fleet Post Offices (FPO) make it possible for our servicemen and women to receive packages from our online superstore. There is an additional $15 shipping/handling charge on an APO/FPO order.
Are you sending a gift? Make sure to include the service member's grade, full name (including middle name or initial) and Personnel Service Center (PSC) number, unit number or ship name. Don't forget to replace the city name with APO or FPO, and the state with Armed Forces Americas (AA), Armed Forces of Europe (AE) or Armed Forces Pacific (AP). Also, be sure to use the special zip code that the recipient can supply.
Allow six weeks for delivery. All orders sent to APO/FPO-based address must be delivered by the United States Postal System (USPS). Please remember that the USPS does not ship items containing Lithium batteries overseas.

 

Returns

The product I ordered didn't work out. How do I return an item?

We think you're awesome and deserve the best. That's why we offer hassle-free returns—provided your item is new, still has its tags and is returned within 60 days of delivery.


It's easy to get started. The best way is to just contact our customer relations department via email at info@toughfootwear.com. You can also call us at 817-386-4883 (M - F 10AM - 4PM CT). For full details on packaging and shipping your return, please check out our return policy.

How do I exchange an item?

Sometimes things just don't work out. Good thing we make it simple to exchange an item! You'll return the original item, and place a new order. Our friendly customer relations team will happily walk you through this process. You can contact a representative via email at info@toughfootwear.com or at 817-995-7195 (M - F 10AM - 5PM CT). PLEASE NOTE: All clearance items are final sale. Any clearance or special order products cannot be returned or exchanged.
That new order will ship immediately. Once we have received and processed the return, we will issue the credit. Consult our return policy for more information on packaging and shipping details.

Can I return a clearance item?

Unfortunately, returns on clearance items are not accepted. We do not accept returns on any items from the clearance section of our site. Please keep that in mind as you browse some truly awesome deals.

My order arrived, but the product is defective. What can I do?

We want to know! If your product is defective, please contact our customer relations department via email at info@toughfootwear.coml or at 817-386-4883 (M - F 9AM - 5PM CT). We can determine if the item is covered under the manufacturer's warranty and get your return processed.

If I return an item, will I be charged a restocking fee?

Nope! We never charge restocking fees on retail orders.

Where do I return my boots?

 Tough Footwear

1224 N. Hwy 377
Suite 303-53
Roanoke,TX 76262

 

Do I pay for Return Shipping?

Yes, the return shipping is your responsibility. We suggest using UPS Ground or Fedex Ground.


Return Packaging
If your return item includes a shoe box, please do not use that box as the shipping packaging. In order to resell it, we need the original packaging to be intact. Returned items in marked or damaged shoe boxes may be refused by the post office or our warehouse. To avoid this, place your return item in a box or wrap it to ensure its safety during the shipping process. We apologize for any inconvenience.

 

 

Exchanges

Want to exchange an item? Simply return your original item(s), and place a new order. We will ship your new order immediately, reducing wait time for replacement items. Once we receive and process your return, we will issue an immediate credit.

 

Payment and Shipping

What are my payment choices?

 

Current payment choices are Visa, MasterCard, Discover, American Express and PayPal. During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

 

Our goal is to process and ship your order as quickly as possible. Most orders ship within 2 business days of their receipt.
Processing time is between 0 to 5 business days for in-stock orders. From the moment your order is received, we begin to process it. Once the order has been processed, it is ready to be shipped.
Shipping time refers to the time after the order is processed to when it appears at your door. Shipping times may be up to 10 business days in duration depending on distance, carrier and items purchased.
Basic shipping is included in the purchase price.

Do I have to pay sales tax?

 Sales tax is charged where appropriate.