Shipping Policy

Drmartoms Shipping Policy

At Drmartoms, we strive to make your shopping experience seamless—from browsing our collection of boots, shoes, and kids' shoes to receiving your order at your doorstep. This Shipping Policy outlines our shipping terms, delivery timelines, and the details of our free global shipping offer, so you know exactly what to expect when you place an order with us. By purchasing products from our website (the "Site"), you agree to the terms outlined below.

1. Global Free Shipping

We are proud to offer free standard shipping on all orders worldwide, with no minimum order value required. This means you will never be charged additional shipping fees at checkout, regardless of where you live or how many items you purchase. Whether you’re ordering a single pair of kids' shoes or multiple pairs of boots, your order will be delivered to your chosen address at no extra cost to you.

2. Order Processing Time

Before your order ships, we need time to process, pack, and prepare it for dispatch. Our standard processing time is 1 to 3 business days from the date you place your order. Business days exclude weekends (Saturday and Sunday) and major public holidays (e.g., Christmas, New Year’s Day, Thanksgiving), which may extend processing times slightly.
During peak seasons—such as holiday shopping periods, sales events, or new product launches—processing times may be extended by 1 to 2 business days due to higher order volumes. If your order is affected by a processing delay, we will notify you via email as soon as possible, providing an updated dispatch estimate.

3. Delivery Timeframes

Once your order has been processed and dispatched, delivery times will vary based on your location, but we aim to ensure all orders arrive within 6 to 12 business days from the date of dispatch. This timeframe includes transit time with our trusted shipping carriers and applies to both domestic and international deliveries.
Please note that delivery times are estimates, not guarantees. Several factors outside our control may cause delays, including:
  • Local customs clearance procedures (for international orders): Customs processing times vary by country and can add 1 to 3 business days to delivery, depending on the destination’s regulatory requirements.
  • Carrier disruptions: Events like weather conditions, transportation strikes, or logistical issues may impact delivery speed.
  • Remote locations: Deliveries to rural or hard-to-reach areas may take an additional 2 to 3 business days beyond the standard timeframe.
We will provide you with a tracking number via email once your order is dispatched, so you can monitor its progress and estimated delivery date directly through the carrier’s website.

4. Shipping Carriers

We partner with reputable global shipping carriers to ensure your order is delivered safely and efficiently. The specific carrier assigned to your order will depend on your location:
  • For domestic orders (within the United States), we typically use carriers like USPS, UPS, or FedEx.
  • For international orders, we work with carriers such as DHL, FedEx International, or local postal services (e.g., Royal Mail for the UK, Australia Post for Australia) to balance speed and reliability.
All carriers are selected for their track record of secure delivery and transparent tracking, so you can stay informed about your order’s journey at every step.

5. Shipping Address Requirements

To ensure your order is delivered correctly and on time, please provide a complete, accurate, and up-to-date shipping address during checkout. This includes:
  • Full street address (including apartment, unit, or suite number, if applicable).
  • Correct city, state/province, postal/zip code.
  • Valid country name.
  • A contact phone number (optional but recommended, as carriers may use it to coordinate delivery).
We cannot be held responsible for orders that are lost, delayed, or returned to us due to incomplete or incorrect shipping information. If you need to modify your shipping address after placing an order, please contact our customer service team at [email protected] within 24 hours of order placement. Once your order has been processed and dispatched, we cannot change the shipping address.

6. Order Tracking

After your order is dispatched, you will receive a "Shipment Confirmation" email containing your unique tracking number and a link to the carrier’s website. To track your order:
  1. Click the link in the shipment confirmation email, or visit the carrier’s website directly.
  1. Enter your tracking number in the designated search bar.
  1. View real-time updates on your order’s location, transit status, and estimated delivery date.
If your tracking information shows no updates for more than 3 business days, or if it indicates "delivered" but you have not received your order, please contact our customer service team immediately. We will work with the carrier to investigate and resolve the issue promptly.

7. Undelivered Orders

If your order is marked as "undelivered" by the carrier, or if it is returned to us due to an issue (e.g., failed delivery attempts, incorrect address, unclaimed package), we will notify you via email within 2 business days of receiving the returned order.
Depending on the reason for the return, we offer two options:
  1. Reshipment: We can reship your order to a corrected address (provided you share the accurate details) at no additional cost to you.
  1. Refund: If you prefer not to have the order reshipped, we will process a full refund to your original payment method within 3 to 5 business days of confirming the returned order.
Please note that if we do not receive a response from you within 7 business days of notifying you about the undelivered order, we will automatically process a full refund.

8. Prohibited and Restricted Items

All products sold on Drmartoms (boots, shoes, kids' shoes) are compliant with international shipping regulations and are not classified as prohibited items. However, some countries may have specific restrictions on the import of certain footwear materials (e.g., leather in some regions). It is your responsibility to check your country’s import laws before placing an order, as we cannot be held liable for orders that are seized or rejected by customs due to non-compliance with local regulations.

9. Changes to This Policy

Drmartoms may update this Shipping Policy from time to time to reflect changes in carrier partnerships, shipping regulations, or customer feedback. When updates are made, the revised policy will be posted on the Site. Your continued use of the Site or placement of orders after the changes take effect constitutes acceptance of the updated terms. We recommend reviewing this policy periodically to stay informed about our shipping practices.

10. Contact Us

If you have questions about shipping, delivery, order tracking, or address modifications, please contact our customer service team:
Our team will respond to your inquiry within 24 business hours (Monday to Friday, 9:00 AM to 6:00 PM EST) and assist you with resolving any shipping-related issues.