Customer Service | Hanwag

Customer Service

 

FREQUENTLY ASKED QUESTIONS AND ANSWERS

View our FAQ page to see our most frequently asked questions and answers.

SHIPPING

Hanwag only ships within North America. Hanwag cannot ship to any country aside from the United States or Canada under any circumstances. Items may take up to 5 days to leave the warehouse, orders with EXPEDITED shipping submitted before 12pm MST will ship the same day.

Please note that Canadian customs duties, taxes and custom brokerage fees may apply for shipments to Canada and are the sole responsibility of the purchaser. For an approximation of these charges, please consult your local customs office.

We ship via FedEx. Shipping charges are determined by weight, size, distance and number of items. For questions regarding your shipment please contact us at: weborders@hanwag.com or call 1-855-996-3746.

INTERNATIONAL SHIPPING

Hanwag can only ship product to the United States and Canada. Hanwag cannot ship to any other country under any circumstances. For a listing of approved retailers in your country, please visit http://www.hanwag.de/dealers.php

RETURNS

Since the boots and shoes you are buying will last a long time we want you to be fully satisfied with your purchase. If at the time of the purchase you feel our products do not meet your expectations, you may return them for up to 30 days from order date. We do not accept boots for return that have been worn outside your home, or are not in BRAND NEW condition.

Items should be returned to the BOULDER WAREHOUSE, in order to return items please CONTACT US FIRST at 1-855-996-3746 or weborders@hanwag.com

YOU WILL BE GIVEN AN RA# TO WRITE ON OUTSIDE OF BOX, RETURNS WITHOUT AN RA# WILL BE RETURNED TO SENDER

Be sure to ship your return package with a carrier that can provide you with tracking and insurance. The customer is responsible for return shipping costs. Once your return is received and processed, we will credit the card originally used. 

WARRANTY & REPAIRS

Your Hanwag boots are warranted to be free from defects in workmanship and materials for a period of 12 months from the date of purchase. If your Hanwag boots need repair of replacement due to defect in workmanship or materials, simply return your Hanwag boots to your Hanwag boots dealer with proof of purchase within 12 months of purchase.

Questions? Call our customer service team: (855) 996-3746 Or click here to send us an email.

LIMITATIONS ON WARRANTY:

The warranty on your Hanwag boots is limited to the warranty set forth above. Such warranty does not apply to ordinary wear and tear or to damage resulting from abuse, negligence, improper repairs, inadequate fit, alterations, modifications or if your Hanwag boots are used other than in the manner intended. There are no other warranties that extend beyond the description on the face hereof.

EXCEPT FOR THE WARRANTY SET FORTH ABOVE, HANWAG HEREBY DISCLAIMS AND EXCLUDES ALL OTHER WARRANTIES, EXPRESS OR IMPLIED BY STATE LAW, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Mountaineering, climbing, hiking and other similar activities for which you may choose to use Hanwag boots involve risk of serious injury. Hanwag shall not be liable for any special, indirect, incidental or consequential losses or damages or personal injury in connection with the use of Hanwag boots. Some states do now allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

IMPORTANT:

Dealers and/or consumers must call Hanwag for a RETURN AUTHORIZATION. Please click here to request a Return Authorization. Your returned boots must also be accompanied by the sales receipt. No returns will be accepted without the Return Authorization and receipt.

BOOT RETURNS

Boot returns are handled by the store where you made the purchase. If you purchased your boots from the hanwagboot.com web site, please call (855) 996-3746 to request a return authorization. Boots may be returned if they do not fit properly, provided they have not been worn outdoors. (Wear new boots indoors to make sure they fit and feel comfortable before venturing outside.) 

Poor or improper fit is not considered a valid warranty item. Hanwag cannot warranty fit for any reason. Please try on your boots with the socks you intend to wear and walk around indoors to make sure that your new boots fit the way you want them to. Please do not remove any tags or labels until you are ready to keep your boots. Once a boot is worn, it cannot be returned to Hanwag.