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FAQs

SIZE AND ADJUSTMENT

WHAT SIZE MUST I ORDER?

Our boots are designed to fit the standard shoe sizes of Mexico and US The best size advice is to simply order what you normally order! If in doubt, order your size in size of dress shoes (men) or heels (women).

If at the beginning you have fit but comfortable, keep in mind that the leather will stretch, and will form to your foot with use.

Do you need to know the conversion of your size? Check our Footwear Conversion Table here.

HOW DO YOU ADJUST YOUR BOOTS IN COMPARISON WITH OTHER BRANDS?

We have had mixed experiences with other brands of boots and shoes, but the safest way to choose the size is ordering the size that you order most often with other brands.

HOW CAN I KNOW IF THE BOOTS ARE GOOD FOR ME?

The boots should fit comfortably once you put them on for the first time (it is normal to take a little effort when sliding the foot). If they are uncomfortably tight, you may want to increase the size, but if they are only a little tight, they should stretch with wear or use.

It is normal to have a slight rise in your heel when you walk with your boots for the first time, but excessive slippage of the heel is probably a sign that you should reduce the size.

I HAVE THE EMPEINE HIGH. WILL YOUR BOOTS WORK FOR ME?

Our boots are not specifically designed to work with high instep, however we recommend increasing half size or one size if the foot is also wide.

I HAVE WIDE FEET. IS THERE ANY RECOMMENDATION FOR ME?

Some of our boots are made in EE width, however most are not made in EE width, so if you have wide feet we recommend ordering your regular size with half size up. (For example, if your regular size is 9, order in 9.5). Normally the middle number is made for the wide foot.

I HAVE STRAIGHT FEET. DO YOU HAVE SPECIAL BOOTS FOR ME?

Currently we do not have special boots for narrow feet, but we have many customers with narrow feet who are very happy with the fit of their boots. We recommend ordering whole sizes.

DO YOU OFFER SIZES NOT COINCIDENT FOR THE SAME PAR?

We do not offer mismatched sizes in our boots (we only sell them in corresponding pairs). However, if you have two feet of different sizes, we recommend that you order for the larger size and use an insert to accommodate the smaller foot.

DO YOU HANDLE A SIZE CONVERSION TABLE?

Yes, however, keep in mind that the shoe conversion table is intended for use as a general guide. The size and fit may vary a bit depending on the brand. Conversion Table

PRODUCTS

WHERE IS THE SHOULDER THAT DON MAX SELLS MANUFACTURED?

Most of the footwear that Don Max sells is made in León, Mexico. León is the city most known worldwide for its history in the shoe store and it is the same city in which most Western boot brands rely on the production of their best footwear.

CAN I ORDER CUSTOMIZED OR CUSTOMIZED BOOTS?

We do not offer personalized boots; nor do we make boots on request. Our boots are handmade in sizes and styles as they appear in our online store. All the boots that are purchased on our website have already been manufactured and are available for immediate shipment!

ARE THE HIGH QUALITY BOOTS?

Our goal is to sell the highest quality boots and accessories on the market. Traditional and handmade boot and leather manufacturing techniques and materials of the highest quality are used. The boots are face to face with the most expensive brands that exist, but in general they are much more affordable due to our exclusive business model direct to the consumer.

ORDER

HOW CAN I MAKE AN ORDER?

We sell our products exclusively in our online store, right here! To order boots, simply select the product and size you need and click ADD TO CART to start the payment process. Once ordered, we send the order directly to you! If you prefer to place your order by phone, just call us at 877.498.2355 during our service hours.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept all major forms of credit cards in our secure online payment system. You can also make your payment through PayPal, Amazon Pay or Shopify Pay. If you are paying with PayPal Express Checkout, please note that your order will be automatically sent to the address associated with your PayPal account.

If you do not have a debit or credit card you can also make your payment using a prepaid card with a Visa or MasterCard logo, such as those you can buy in stores or in main pharmacies.

IS THE PAYMENT OF MY SECURE ORDER?

Yes! Our website employs industry standard security measures to guarantee your privacy and the security of your information. Any information you provide is transmitted temporarily using Secure Socket Layer (SSL) technology and then encrypted using industry standard security measures.

I NEED TO CHANGE MY ORDER. HELP!

Send us an email to info@donmax.net if you need to cancel or change something about an order you have already made (for example, change the item or shipping address). We ship orders fairly quickly, so the sooner you let us know, the better.

WHAT IS THE STATUS OF MY ORDER?

You should normally receive emails that update you with the status of your order (for example, when items are sent, tracking numbers, etc.), but if you create an account, you can also track your orders there. Do you need help to know the status of your order? Send us an email at any time to info@donmax.net

DO I NEED TO CREATE AN ACCOUNT TO ORDER?

You do not need an account to order from Don Max. A Don Max account is only used to track previous orders, and can be created during the payment process (or later with our help, just send us an email to info@donmax.net or call us at 877.498.2355 we will gladly assist you)

If you wish to register to receive our newsletter (which is different to creating an account), you can register here.

ARE THERE SOME DON MAX PHYSICAL STORES?

No, the products are sold exclusively and directly from our online store. We are a direct consumer brand, which means that our high quality products are sold for a fraction of what they would normally cost in a traditional retail store!

CAN I COLLECT MY ORDER IN PERSON?

We do not offer pick-up service in person for any order from Don Max. We use a third-party service center to store and ship all our products efficiently and accurately!

CAN I MAKE AN ORDER BY TELEPHONE?

Of course! You can call us during business hours (from 9 am to 5 pm, Pacific time, Monday through Friday) at 877.498.2355 if you want us to help you with an order.

SHIPPING

IS THE SHIPPING FREE?

We offer free standard shipping (5 to 8 business days) on all orders of $ 99 and up! Our free shipping service is UPS Ground and it is shipped from different warehouses across the country.

We also offer faster shipping services for a reasonable fee at the time of payment.

HOW LONG DOES SHIPPING TAKE?

We have different shipping methods and depending on which one you choose when placing your order, it is the time it will take.

  • Standard (5-8 business days) Free of $ 99.00 USD and up
  • Priority (4-5 business days) Optional with a reasonable rate
  • Fast (2-3 business days) Optional with a reasonable rate

See table of costs for faster shipping here:

WHERE DOES MAX SEND?

Currently, we only ship within the US UU For now, we do not ship internationally or ship to the following states and territories: Alaska, Hawaii, American Samoa, The Canal Zone, Guam, Mariana Islands, Puerto Rico and the Virgin Islands.

WHAT TRANSPORTER DOES DON MAX USE TO SEND ORDERS?

We mainly use UPS to send our orders by land and by priority. In some cases we use the USPS postal service in light parcels.

PROMOTIONS

DO YOU OFFER PROMOTIONS OR DISCOUNTS?

Yes, sometimes we offer BOGO promotions (Buy One, Get One) or other discounts. We are proud to sell our products at affordable prices. We offer unparalleled value for the quality of the products and we firmly believe that we offer the best value for money available in the market.

RETURNS & EXCHANGES

HOW DO I MAKE A RETURN FOR SIZE OR PRODUCT CHANGE?

All purchases are eligible for a free standard exchange shipping within 7 days of package delivery. In the event that you wish to make a return for a change of size or product, send us an email indicating the details of the change. The return shipment to our warehouse is on your own and the new return to your address will be totally NO COST to you.

The boots can be changed or returned only if the soles have not been scratched and the boots are in perfect condition. When it comes to boots, be sure to try them on carpeted area until you are sure that the boots fit properly. Keep in mind that jeans and other clothing must be unused and with all labels still attached, to be accepted for return or exchange.

HOW DO I MAKE A REFUND FOR REIMBURSEMENT?

If 100% is not satisfied with the items you ordered, we want to make your return as easy as possible.

Send us an email to info@donmax.net for the authorization and the instruction for the return. We ask that the item be returned within 30 days of the original date of your order. The item must be new, not used, with all the original labels and packaging and if applicable; packaging boxes and accessories. We can not accept clothing or items that have been modified or altered in any way. Once the return is authorized, you can send us the package using any package service you want (The return shipment to our warehouse is on your own), remember to protect the merchandise inside another box so that it is not damaged with mail tape.

You will be notified via email by the returns department when the returned item has been received and you will also be notified of the status of your return once it has been inspected and processed.

WHAT IS YOUR REIMBURSEMENT POLICY?

Our policy for refunds lasts 30 days. If 30 days have passed since your purchase, unfortunately we can not offer you a refund or a change. To be eligible for a refund, your item must not be used and must be in the same condition you received it. It must also be in its original packaging.

Once your item has been received and inspected, we will send you an email notifying you that we have received your item. We will also notify you if your refund was approved or declined. If approved, your refund will be processed.

2 types of refunds

We can offer you a refund of 100% of the merchandise value in the form of store credit and that you can use for a future order or a refund of money on your original credit card or payment method, you must allow 3 to 5 days for that is reflected in your bank account. Shipping costs are not refundable. Please indicate the type of refund you wish to obtain.

HOW CAN I KNOW IF MY RETURN WAS ALREADY RECEIVED?

We will send you an email notification as soon as your return has been received. Keep in mind that, although we strive to process returns as quickly as possible, most of the time it usually takes a few business days to receive and start processing.

WHEN WILL MY REFUND BE PROCESSED?

We will initiate refunds on eligible orders as of receipt of the item by our warehouse team. Your credit card company can delay between 2 and 3 business days to show the refund, but do not hesitate to send us an email with any specific question to info@donmax.net

CONTACT

HOW CAN I CONTACT THE COMPANY?

You can call our Customer Service Center at 9 am to 5 pm, Pacific Time, Monday through Friday at 877.498.2355 or by email to info@donmax.net

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