FAQs

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.

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)

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.

When paying with your credit or debit card, the billing address used during checkout MUST match exactly the physical address on file with the card-issuing bank. If you are having difficulties, please ensure the billing address for your order matches the physical address (this may be different than a mailing address), or contact the card-issuing bank. Alternately, you can try using a different credit or debit card or checkout with PayPal:

1. To make changes to your order billing address, click or tap the "Change address" button under the Billing and shipping address section on the checkout page.
2. To change your payment method, click or tap the "Change" button under the Payment and ship method section on the checkout page. PayPal accounts are optional and not required. To pay as a guest without creating an account, simply enter your billing address and card details, but do not add a password or check the box confirming account setup.

If you are still having problems with your order, you can call or chat with us during normal business hours (8 am – 5 pm EST) or send us an email.

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.

Return shipping is free and only provided through UPS®. Purchases may be returned in 4 easy steps:

1. Click the UPS Tracking Number link from your order history or visit UPS.com and enter your UPS Package Tracking number in the "TRACK" search window
2. Click "Return This Package" from the tracking results page
3. Select the reason for your return and enter any additional comments
4. Select your label option: "Print Label", "Email Link", or "Get Mobile Code" which may be used at any convenient The UPS Store location (find here)

If you decide to use a carrier other than UPS, you are responsible for all return fees. Return fees are non-refundable.

If alternate carriers are used (other than UPS), lost shipments are not the responsibility of HAIX® North America.

Free returns are available on boot purchases only.

Please note that free returns are not available to residents of Alaska, Hawaii and Puerto Rico, certain rural areas not covered by UPS and any purchases shipped through the United States Postal Service (USPS). We apologize for this inconvenience.

For the holiday season, HAIX is extending our return acceptance timeframe. Purchases made at HAIX USA between November 1, 2024 and December 31, 2024 can be returned until January 31, 2025

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.

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.

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.

Both the Airpower® XR1 and the Airpower® XR2 have a metal-free puncture resistance sole, composite toe, lower relaxed arch support, making it easier to break in and more comfortable for people with flatter feet. These boots are also certified for electrical hazard resistance and have a thicker, more comfortable insole. Both boots are certified to ASTM F2413 and CAN/CSA Z195.

Airpower® XR1 is 9" tall and is dual certified NFPA 1999 for EMS and NFPA 1977 Wildland Firefighting.

Airpower® XR2 is 8" tall and is certified NFPA 1999 for EMS only.

FS stands for "Factory Seconds", which are boots that have slight cosmetic imperfections or minor manufacturer defects that do not affect the performance of the boot.

Clearance are boots that have been discontinued in North America.

Both Clearance and Factory Second boots are sold as-is, without a warranty. They are not eligible for warranty repair or replacement under any circumstances. They can be returned for a refund of the purchase price only within 30 days of purchase as long as they remain in unworn condition.

Both Clearance and Factory Seconds are NFPA/ASTM/CAN/CSA certified at the time of manufacture. Some models may be certified to an earlier standard.

Most of our Fire and EMS boots have NFPA certifications. Some boots are certified to more than one NFPA standard. Please click "download features" on a boot's product page to determine the full certifications for that boot.

First of all, it's generally good practice to NOT store leather boots in turnout pants – when not done carefully, the pant legs often put pressure on the sides of the boot, bending them over and changing the shape of the boot. When you wear a boot that's been flattened, the fit may change and become uncomfortable.

That being said, as long as you make sure the pant legs aren't pushing at the tops of the boot, it is possible to store them within turnout pants safely.

As Missoula was designed in conjunction with the U.S. Forest Service, and their boot needs, the original Missoula was designed with a lower height than the NFPA 1977 standard (7" instead of 8" when measured from the inside).

For specific fit questions and recommendations, please call 866-344-4249 and speak with customer service, or look for our live chat feature to speak online with a representative. You can also refer to this helpful video

Look for the helpful tool tip on each product's detail page near the size menu. Keep in mind this is only a suggestion, accurate fit for every foot type cannot be guaranteed. As always, if you require a different size due to fit, we'll gladly accept returns of unworn product for 30 days.

All of our fire and EMS boots come in women's sizes. Fire boots are available in women’s size 5-12 and EMS boots are available in women’s sizes 5-10. Generally, other boots can be fit to a woman’s foot by ordering one size smaller in a men's size boot.

GORE-TEX® provides breathable waterproofing and limited protection from bloodborne pathogens and chemicals. CROSSTECH® fabrics are also waterproof and breathable, while also providing liquid penetration resistance from chemicals and protection from blood and bodily fluids.

Sun Reflect leather is the result of a chemical treatment during the tanning of the boot. It allows the leather to reflect more light and heat than standard leather would, so our boots are comparably cooler to the touch and cooler inside, after sitting in the sun. Sun Reflect only applies to black leather boots. Watch video here.

HAIX® Secura Liner® is a system not duplicated anywhere in the world.

When you think of a "boot liner", you probably think of a sock-like cloth that is tucked into the inside of the boot at the end of production. When pulling your boot on and off, the glue holding it in place wears down over time and the liner may wrinkle or even invert, pulling out with your foot.

The HAIX® Secura Liner® is firmly secured and sealed along with the upper leather beneath the sole – not just glued in place as an afterthought. Our Secura Liner® will not pull out from the boot without first ripping the boot apart, and likewise will not wrinkle and bunch up.

The MSL (Micro Soft Light) System is an extremely low weight, springy, dense foam insulation that fills into the center of a hollow rubber boot sole. Once it cures inside the sole, it stiffens to allow for greater shock absorption and cold/heat insulation.

Our forestry boots are compatible with most standard spike/spur sets.

The AF (Ankle Flex) System is made of elastic cloth that is built into the inside of the boot, to secure your ankle and foot down and back into the cup of the boot's heel. It gives a slip-on boot the security and feel of a zip-up boot, and reduces the likelihood of blisters forming on the heel from rubbing. It also provides better ankle support while allowing more freedom of movement when operating machinery or bending down.

The HAIX® limited warranty is one year. You can opt to extend the HAIX® one year limited warranty for an additional year on our Black Eagle® Tactical or Athletic line, extending it to two years. (The Black Eagle® Safety line is not eligible for the extended warranty, nor are any Clearance or Factory Second boots). The form must be filled out online in order to take advantage of the extended warranty.

A valid proof of purchase must be provided for all warranty claims.  Proof of purchase must be from HAIX® directly or from an authorized HAIX® dealer. Third party purchases are not eligible for the HAIX® manufacturer’s limited warranty.

You can learn more about our limited warranty or begin your warranty claim by going here.

In order to register for the Black Eagle® two year warranty, please click here.

Most out of warranty boots can be retreaded and refurbished with original manufacturer soles, parts and materials through our Extended Wear Program. You can learn more about our Extended Wear Program here.

Some boots are not able to be retreaded, including older, discontinued Black Eagle® styles and all Vibram®-soled boots.

For specific services offered and information on pricing, check out our Extended Wear Program page or contact Quick Cobbler directly.

Watch this helpful video.

Clean your boots when they get dirty. Mud and dirt left in crevices can damage leather and even encourage rot.

Don't leave footwear out in direct sunlight or under fluorescents for prolonged periods of time. Leather can be bleached and dried by prolonged UV exposure. A dark area is best for storing.

Apply conditioning/polish about once or twice a month.

Watch this helpful video.

Using a soft shoe brush and warm water, gently scrub clean the boot's surface and crevices. Do not use a detergent or saddle soap – plain water and a mild dish soap is fine. Air-dry. Using a fan is fine, but do not use heat like a hair dryer or radiator.

Apply our HAIX® silicone polish to condition the leather and preserve the sun-reflect elements and breathability of the leather. A professional silicone-based polish is also fine.

After the polish is applied evenly across the leather's surface, buff to a matte shine with a soft brush. We do not advise using wax or petroleum-based polish, because it clogs the pores of the leather, reduces breathability, and reduces the sun-reflect efficiency.

If you don't want your napped leather to look oiled, you can forego the polish. The nap can be fluffed up again after washing and drying using a soft brush.

A 2009 study by W. L. Gore & Associates provides evidence that after normal wash and air-dry decontamination procedures, leather boot materials actually retain substantially lower amounts of contaminants at the matrix level than rubber boot materials.

Both leather and rubber are clean of contaminants at the surface level after thorough washing and drying.

This means that while the chemicals were equally removed from the material's surface, Rubber actually allowed the contaminants to penetrate deeper, and the chemicals remained inside the rubber itself after cleaning, while leather allowed significantly less.

Please refer to this page for guidelines on decontaminating your HAIX® footwear.

Thread the shoelace through the "start" eyelets from the rear. Continue to lace upwards, to the top of the zipper system and tie a knot at the back of the uppermost eyelets. Download our helpful instruction guide for additional assistance or watch this helpful video.

Use a hard nylon brush to clean the zipper teeth. Do not use a wire brush. If the zipper grip gets stuck, it can be released easily using a few drops of silicone or sewing machine oil. Do not cut or remove the cable tie between the bottom two eyelets. This helps stabilize the zipper and avoids uncomfortable deformation that can occur in the toe flex area.

Basically, our boots are pre-treated with care when they are delivered to you. Depending on the conditions you will subject them to, or even if you just want some additional shine, you may decide to polish the boots again before first use.

Watch this helpful video.

HAIX® Functional Socks are the perfect complement to HAIX® footwear. A good pair of high-tech wool blend socks is your first line of defense for dry, comfortable and, most importantly, blister free feet. High-tech socks can be a big improvement over cotton socks.

It is recommended when trying on footwear that you wear the socks you intend to wear with that footwear.

It sounds like "hikes"

In state of the art, high-tech, fully owned HAIX® production facilities in Croatia. Watch this informative video to learn more.

We've been making quality footwear since 1948, and began specializing in Fire boots in 1992.

In 1992, Ewald Haimerl was the deputy fire chief of Mainburg's fire service. He and his firefighting colleagues were equally unhappy with the rubber boots they had to wear at that time, so he designed a collection of functional leather firefighting boots for his comrades.

More on our company's history can be found here.

HAIX® NORTH AMERICA INC. is located at 2320 Fortune Drive, Suite 120 in Lexington, Kentucky 40509.

Hours: Monday through Friday 8am - 5pm ET

Phone: 859-281-0111 - Toll Free: 866-344-HAIX (4249)

Email: service-hna@haix.com

Live chat (during business hours)

Visit HAIX.com or call 866-344-HAIX(4249) to request a catalog by mail.

Be the first to be informed of news and specials with a subscription to HAIX® emails! Advantages include:

1. Never miss out on new products and updates to current product features!
2. Get the latest promotions and sale information
3. Exclusive online coupon codes only for email subscribers
4. Important information on current topics, such as footwear advice and industry trends
5. Be the first to get information about industry-specific trade shows

Signing up is easy and you can unsubscribe at any time by simply following the link at the bottom of the email.

Sorry, but all website specials and promotions can only be applied to orders placed online via www.haixusa.com or www.haixca.com.

Unfortunately, we can't apply special promotions, discounts or coupon codes to orders that were placed before the special started.

In your shopping cart, there will be a checkbox that reads "I have a coupon". Simply type the code into the box and click the button. This will add the coupon to your order as a line item and automatically applies the discount.

1. Coupon codes are valid on internet orders only.
2. Coupon codes cannot be applied to purchase orders, orders must be placed online with a valid credit card or PayPal account.
3. Free shipping offers apply to standard ground shipping within the contiguous U.S. Offers do not apply to 2nd day air or shipments to AK, HI, or PR. Free Shipping promotions may include minimum purchase to qualify.

Contact Customer support at 866-344-4249 or live chat with us and we can help you find one in your area.

We know our customers are spread out across North America, and our dealer network does not provide service in some areas of the U.S. and Canada. Selling online is a way to reach people who wouldn't normally be able to walk into a dealer and try on boots in person.

All HAIX® boots are manufactured in Europe using only the highest quality materials and highly trained shoe technicians. Quality crafted HAIX® boots offer longer lasting durability and comfort.

Investing a little more up front will lead to greater cost savings over the long term.