FAQs

For the holiday season, HAIX is extending our return acceptance timeframe. Purchases made at HAIXUSA.com between November 1, 2024 and December 31, 2024 can be returned until January 31, 2025. 

If you are not 100% satisfied with your purchase, you can return your order to our company for a full refund of the purchase price of the boots, less shipping charges. Products must be in the condition you received them and in the original box and/or packaging.

All unworn product can be returned within 30 days from the date of purchase. Product must be unworn and in its new, sellable condition, no exceptions. All we ask is that you send the items back to us in the original packaging (please put HAIX® boot box in original plain cardboard box for return shipment).

Send returns to: HAIX NORTH AMERICA, INC., 2320 Fortune Drive, Suite 120 in Lexington, Kentucky 40509.

We are unable to offer exchanges for orders during the return process. If you would like the same shoe in another size or style, simply place a new order. We cannot guarantee inventory will be available when you place your new order.

Once your return is received and inspected (usually within 72 hours of receipt), your refund will be processed and a credit will be applied to your credit card or original method of payment within 7 days. Please note that, depending on your credit card company, it may take additional 3-10 business days after your credit is applied for it to post to your account. We appreciate your patience.

*For orders purchased from an authorized dealer, contact the authorized dealer direct for any returns or exchanges.

Return shipping is free and only provided through UPS®. Purchases may be returned in 4 easy steps:

1. Click the UPS Tracking Number link from your order history or visit UPS.com and enter your UPS Package Tracking number in the "TRACK" search window
2. Click "Return This Package" from the tracking results page
3. Select the reason for your return and enter any additional comments
4. Select your label option: "Print Label", "Email Link", or "Get Mobile Code" which may be used at any convenient The UPS Store location (find here)

If you decide to use a carrier other than UPS, you are responsible for all return fees. Return fees are non-refundable.

If alternate carriers are used (other than UPS), lost shipments are not the responsibility of HAIX® North America.

Free returns are available on boot purchases only.

Please note that free returns are not available to residents of Alaska, Hawaii and Puerto Rico, certain rural areas not covered by UPS and any purchases shipped through the United States Postal Service (USPS). We apologize for this inconvenience.

Unfortunately, we are unable to refund shipping charges or apply special discounts after an order has been placed. If you have any problems applying the promotional code, please contact our customer service department before placing your order at 866-344-4249.

Some issues regarding width may be corrected with a different HAIX insole. A "wide" insole can create more room in your boot, while a "narrow" insole can create less space. If the length looks correct based on the illustration below and you're still not comfortable with the fit of your boot, contact customer service.