Refund policy

Refund & Return

At Boot Depot, customer satisfaction is important to us. We understand that sometimes a product may not fit as expected, circumstances may change, or an order may need to be returned or cancelled.

Our return, exchange, and cancellation policies are designed to provide customers with clear expectations while accounting for the different inventory and fulfillment arrangements used by Boot Depot.

Please review the following policies before placing your order.

1. Return Policy

Boot Depot accepts eligible returns within 14 days of delivery, provided the products meet our return requirements.

Return Requirements

To qualify for a return:

  • Products must be in new, unused, and unworn condition.

  • Footwear must never have been worn outdoors.

  • Soles must be completely clean and free of dirt, marks, scuffs, or other signs of wear.

  • Products must be returned in their original manufacturer's packaging, including any labels, tags, and accessories.

  • Customers must contact Boot Depot to initiate their return within 14 days of delivery.

We understand that customers may need to try on footwear to determine the correct fit. Boots may be tried on indoors on a clean, dry surface, provided they remain in new, unworn, and resaleable condition.

Original Packaging Requirements

Please do not attach shipping labels, apply tape, or write directly on the original manufacturer's packaging.

Footwear must be returned with its original packaging protected inside a separate shipping box or suitable outer packaging.

2. Restocking Fees

A restocking fee of up to 15% may apply to returns made for reasons other than defective or damaged merchandise or an error by Boot Depot.

Restocking fees are assessed at Boot Depot's discretion and may vary depending on the product, boot style, and circumstances of the return.

Where applicable, the fee is calculated based on the purchase price of the returned merchandise before taxes.

Restocking fees will not apply to:

  • Products received defective or damaged where Boot Depot is responsible.

  • Incorrect products shipped due to an error by Boot Depot.

Any applicable restocking fee will be communicated to the customer during the return authorization process.

3. Exchange Policy

Boot Depot accepts eligible exchanges of new, unworn footwear within 14 days of delivery.

All exchanges are subject to product availability and the return condition requirements outlined in Section 1.

Exchange Conditions

  • Footwear must be in new, unworn condition and must never have been worn outdoors.

  • Products must be returned in their original manufacturer's packaging.

  • Customers are responsible for return shipping charges.

  • Shipping charges will apply to the replacement item.

  • A restocking fee of up to 15% may apply to certain boot styles, at Boot Depot's discretion.

  • Any applicable restocking fee, shipping charge, or price difference will be communicated before the exchange is authorized.

Replacement Availability

All exchanges are subject to the availability of the requested replacement product.

Products available at our Main Warehouse typically ship within 1–2 business days.

Products available through our Secondary Warehouse typically ship within approximately 1–2 weeks, depending on the brand and supplier.

Secondary Warehouse products must first be transferred from our supplier to Boot Depot before being shipped to the customer.

These estimates represent the time required to dispatch the replacement product and do not include carrier transit time.

If the requested replacement is unavailable, we will contact you to discuss available alternatives.

Exchanges required because of an incorrect or defective product supplied by Boot Depot will be handled separately..

4. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact Boot Depot as soon as possible.

We may request photographs or additional information to help assess the issue.

Where Boot Depot has supplied an incorrect product or is responsible for a defective or damaged item, we will work with you to determine an appropriate resolution.

Depending on the circumstances and applicable consumer protection requirements, this may include a replacement, repair, or refund.

Where Boot Depot is responsible for the return, reasonable return shipping costs will be covered by Boot Depot as appropriate.

Products may also be covered by manufacturer warranties or statutory warranty protections.

The standard 14-day return period does not limit any warranty rights or other protections available under applicable consumer protection laws.

5. Non-Returnable Items & Special Orders

Certain products are not eligible for voluntary returns or exchanges.

These include:

  • Footwear that has been worn outdoors or shows signs of use.

  • Products that have been altered, damaged, or are no longer in new condition.

  • Products missing original packaging or accessories where this affects their resaleable condition.

  • Clearance or final-sale merchandise identified as such before purchase.

  • Special-order products identified as non-returnable before purchase.

  • Gift cards.

Special Orders

Special orders are products specifically sourced or ordered to meet a customer's requirements outside our normal inventory arrangements.

6. Return Shipping

All returns must be approved by Boot Depot before merchandise is shipped back to us.

Once a return request has been approved, Boot Depot will provide the customer with a return shipping label and instructions for returning the merchandise.

Return Shipping Charges

For voluntary returns or exchanges, including those involving incorrect sizing selected by the customer, customer preference, or a change of mind, the customer is responsible for return shipping costs.

Any applicable return shipping charges and payment arrangements will be communicated during the return authorization process.

For approved returns involving defective merchandise, shipping damage, or an error made by Boot Depot, return shipping costs will be covered by Boot Depot where appropriate or required by law.

Packaging & Shipment Requirements

Customers must ensure that returned merchandise is securely packaged to prevent damage during transportation.

The original manufacturer's packaging must be protected inside a separate shipping box or suitable outer packaging.

Shipping labels must not be attached directly to the manufacturer's original packaging.

Customers are responsible for ensuring that returned merchandise is properly packaged and handed over to the designated shipping carrier.

Return shipments will be handled in accordance with applicable consumer protection requirements.

7. Refund Processing

Refunds are issued following approval of the return request and, where applicable, receipt and inspection of the returned merchandise.

Boot Depot will review refund requests within 2 business days of receipt.

Once a returned item has been received, inspected, and approved for a refund, Boot Depot will process the refund within 2 business days.

Refunds are issued to the original payment method used for the purchase.

Where applicable, restocking fees and non-refundable shipping charges will be accounted for when determining the refund amount.

Original shipping charges are generally non-refundable for voluntary returns, except where otherwise required by law.

Once Boot Depot has processed a refund, additional time may be required for the funds to appear in your account.

Processing times vary depending on your bank, credit card provider, or financial institution.

8. How to Start a Return or Exchange

To request a return or exchange, please contact our customer service team within 14 days of receiving your order.

Email: info@bootdepot.ca

Phone: 1-800-990-8770

Please provide:

  • Your order number.

  • The product you wish to return or exchange.

  • The reason for your request.

  • Any relevant photographs if the product is defective, damaged, or incorrect.