FAQs

If you'd like to request a wear test, please contact your nearest HAIX® dealer, or your area's sales rep. If you need help getting in contact with one of those, please call our customer service department at 866-344-4249 or live chat with us.

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 and duties. 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). The customer is responsible for all return shipping fees. Please designate the package as a return when providing it to the carrier. We recommend that you use a traceable shipping method and insure products you plan to return, as we will not be responsible for lost or damaged items during the 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.

Typically, orders leave our warehouse within 1-2 business days of receipt. Orders placed after 10am ET are processed the next business day (see important note below). We ship online orders via UPS to destinations within Canada.

Our shipping department is open and actively shipping orders Monday through Friday, 8am-4pm EST. We do not ship on weekends or national holidays.

To make planning for home deliveries easier, sign up for UPS My Choice- it's free and easy. Sign up and set your preferences. You can get up to date delivery alerts and track where your package is. It's free and easy to get started, just choose the delivery features that fit your lifestyle. Relax and wait for delivery alerts. Log in to ups.com and to track your packages and/or to reroute, reschedule, or authorize a shipment release for your delivery.

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.

Our customers are our highest priority during these uncertain times. We want you to know at this time order processing and shipping is not being impacted from Covid-19. The majority of UPS services continue within the expected delivery timeframes their customers have come to expect. UPS has suspended their service guarantee in light of overall Coronavirus uncertainties, but remain committed to providing timely and reliable service. We do suggest, however, that you familiarize yourself with safe package handling practices recommended by the CDC. If the current situation should change, updates will be made to this page. If you have any questions about your order or our shipping times, please contact our Customer Service Department.

We accept Mastercard, VISA, VISA Electron, Discover, American Express, JCB and PayPal.

Because of import and customs duties involved in shipping to countries other than the U.S. or Canada, we do not ship to locations outside of the U.S. or Canada. If you do not live in North America and are interested in purchasing HAIX® footwear, please visit Haix.com for additional options.

HAIX® currently has two online websites, one for U.S. orders (www.haixusa.com)  and one for Canadian orders (www.haixca.com). Orders shipping to either of these countries must go through their respective dedicated website.

Prices on the Canadian website will be reflected in Canadian dollars and also include duties. Orders shipping to Canada will be delivered via UPS ground service only. Please be aware that items shipped from the U.S. to Canada may require additional delivery time because of increased security measures at border crossing points. Taxes and shipping will be added to Canadian orders at checkout through our partnership with iGlobal.

Not all HAIX® products are available for purchase on the Canadian website.

Please contact our Customer Service Team. We will contact our shipping service provider for you.

Contact:
Hours: Monday through Friday 8am - 5pm EST
Phone: 859-281-0111 - Toll Free: 866-344-HAIX (4249)
Email: service-hna@haix.com
Live chat (during business hours)

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.