There are 4 main reasons why an order doesn't go through.

• Billing address entered incorrectly. Be sure that the billing address entered on the fields in checkout match the address where your credit card statements arrive (or bank statements if using a debit card). Also, be sure to check that the billing and shipping addresses, if different, aren't reversed in checkout. Be aware also that there is a button to click to indicate separate billing and shipping addresses.

• Check that the CVV code on your card is input correctly. The CVV is the 3 digit code located on the back of the card in the signature box on Mastercard, Visa and Discover cards and for American Express it is a 4 digit code on the front of the card.

• If you use an international based credit card, the order will not go through on the site as it is not set up to accept foreign billing addresses. You will need to have a US shipping address then call us with your billing information in order to process your order.

• There is a problem with your credit/debit card. Please try using a different card.

If you ordered a Koolaburra product, email us at for the tracking information for your order.

See the below chart for time in transit information.

More information on shipping is available at 'What are the shipping rates and service options?'

If you logged in as a registered user before you placed your order, you will be able to view at any time from your account page the real-time status of all your orders. The statuses and what they mean are listed below:

• New Order - Order has not been processed yet.
• Ready To Ship - Order has been picked, packed and is waiting to for UPS to pick up. Cancellations or changes at this stage may or may not be possible.
• Please Contact Us - There's an issue with the order. 
• Pending - There is a slight delay in processing order. Also used when processing Koolaburra orders, since these items usually require a day or two extra processing time.
• To Be Picked Up - For our local customers who selected 'Pick up in store' instead of a shipping method. This means that the order has been pulled and is waiting to be picked up.
• Partially Filled - Orders that contain both in-stock and preorder items. See 'Shipping policy with preorders' for more details on how these orders are handled.
• Complete - Order has shipped. It is not possible to change or cancel an order that is in this status.
• Cancelled - Orders cancelled either by you or by us.
• Not Finalized - There was an error processing your order. For more information on why your order wasn't processed, see 'Why didn't my order go through?'

Orders are processed quite quickly, sometimes within minutes after it is received. Therefore, requests to cancel or modify an order must be received quickly as well. Contact us as soon as possible by sending an email to   or by calling us to request changes to an order. Email is monitored constantly during business hours. 

Occasionally, we won't be able to fulfill your request for a change because the order has already been processed. For cancellations, if an order can be terminated prior to shipment we will also refund the shipping and handling portion of your bill.

Orders are processed quite quickly, sometimes within minutes after it is received. Therefore, requests to cancel an order must be received quickly as well. Contact us as soon as possible by sending an email to or by calling us to request cancellation of an order. Email is monitored constantly during business hours. 

Occasionally, we won't be able to fulfill your request for a change because the order has already been processed. For cancellations, if an order can be terminated prior to shipment we will also refund the shipping and handling portion of your bill.

On occasion we accept preorders. You will know when you are ordering a preorder item when, in the drop down box next to the size and color on the individual product pages, it says Exp Ship Date - Jan  25, 20XX or something similar. The expected ship date is the day that we expect to ship the product to you from our warehouse. We will send out email updates a day or two in advance of the expected ship date to update you on the status, either to remind you to expect your shipment shortly or to inform you of any delays.

Preorders are accepted as early as 6 weeks in advance of the expected ship date.

A valid payment method is required to reserve an item. We will not charge your card until your order ships, however, you may  still see a Temporary Authorization from us when you check your statement online. Please keep in mind the following:

• If you use a credit card, the amount will not post to your account and you will not have to pay this amount until we complete and ship your order.

• If you use a debit or prepaid credit card, the funds will be placed on hold and you will not have access to them.

If you've ordered more than one item, and they will be shipped at different times, then your card will be charged for the full amount when the first item ships.

We will ship your order to you, using your requested delivery method, on or about the expected ship date. 

In the event that you have purchased both in stock and preorder items on the same order, the following policies will apply:

• Shipping paid by customer: All items will be shipped together according to the shipping service paid for on your order. This means that any in stock item on your order will be held until the preorder item is available for shipping. If this is unacceptable, you may either place 2 separate orders or contact us via email at for individual shipping rates.

• Free shipping: If your order includes 2 or more items that would individually qualify for free shipping, any in stock items will ship immediately and the preorder items will ship separately as they come available. You can check the home page for the minimum order amount for free shipping; we will use this amount to break up your order. In this case your credit card will be billed the full amount at the time the first item ships. Registered users will see their order status as Partially Filled. If your order contains items that would not individually qualify for free shipping, then any in stock items will be held until the preorder item comes available for shipping. 

Additionally, we post any returns that come in for sale back on the site. You may get lucky; keep checking each individual product page for availability.

The word UGG is considered in Australia to be a generic term meaning sheepskin boots, and as such cannot be trademarked in that country. That means you may find other companies online that sell 'ug', 'ugh' or 'ugg' boots. Be careful, as many of these are not the authentic UGGS that you already know and love!

Occasionally we run free or reduced rate shipping promotions. To qualify for free shipping, an order must be placed online (phone orders excluded), meet the minimum purchase amount as indicated on the home page, and the shipping address must be in an area serviceable by UPS Ground (see below chart).

For time in transit, see 'How long does it take for my order to arrive?'.

Shipping services available depend on the shipping address. See the below chart:

Shipping Services Available
Delivery Address	Free Shipping	Ground	Ground to  AK/HI/PR	3 Day Select	2nd Day Air	Next Day Air	Next Day Air (Sat. Deliv.)		Priority Mail
Street Address in Contig. 48 States	X	X	-	X	X	X	X		X
PO Boxes	-	-	-	-	-	-	-		X
Alaska, Hawaii & Puerto Rico	-	-	X	-	X	X	-		X
APO/FPO	-	-	-	-	-	-	-		X
All Other Locations	- Not Available -

Shipping rates are calculated by total order weight. To determine your shipping rate, add the items you are interested in to the shopping cart, click the 'view cart' link at the top of every page and enter your zip code. Individual weights are also available on each product page. 

Due to ever increasing shipping rates, we reserve the right to modify our shipping costs periodically. 

Shipping Rates by Service   Order Wt. (in pounds) Ground Ground to AK, HI, PR 3 Day Select 2nd Day Air Next Day Air Next Day Air (Saturday Deliv.) Priority Mail 1 7.90 19.50 22.00 29.00 55.00 71.50 6.90 2 8.50 21.50 22.00 29.00 55.00 71.50 8.50 3 11.50 23.50 24.50 39.00 69.00 92.00 13.50 4 13.50 25.50 32.00 42.50 72.50 96.00 17.50 5 13.50 27.50 36.00 50.00 81.00 106.00 19.50 6 13.50 30.50 39.00 53.50 85.00 111.00 29.50 7 14.50 31.50 39.00 53.50 85.00 111.00 29.50 8 14.50 34.00 43.00 60.00 94.50 121.00 32.50 9 15.00 37.00 43.00 60.00 94.50 121.00 32.50 10 16.00 38.50 43.00 69.50 106.00 135.00 35.50 11 16.50 40.50 49.50 69.50 106.00 135.00 35.50 12 17.50 42.50 - - - - 39.50 13 18.00 44.50 - - - - 39.50 14 18.50 46.50 - - - - 39.50 15 - 25 32.00 77.50 - - - - -

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Most sheepskin footwear comes in whole sizes only so if you're between sizes selecting the appropriate size can be especially troublesome. By visiting individual product pages, you'll find recommendations on whether you should go up or down a half size for a particular style. Remember, these are general recommendations only and your experience may differ.

Even if you already know your shoe size, we recommend that you download and print out either the Women's, Men's or Kids sizing charts to help you determine your size (Adobe Reader is necessary to view the charts). Using your true size from the size charts, then view the recommendations on individual product pages. This is the most accurate way of sizing your UGGs.

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There are 2 methods to determine the size you should order.

Method 1: Determine your US size by printing out the corresponding sizing chart for Women, Men or Kids. You'll need Adobe Reader to view the sizing charts. Then, follow the instructions on the print out to determine your US size and how to select the appropriate size on our site based on our sizing recommendations.

Method 2: Determine your US size by using the tables below. Then, review the sizing recommendations on each individual product page to determine the appropriate size for you. Many of the most popular UGGs are sized large, such as UGG Classic Short and UGG Classic Tall boots, while others are sized too small, so this step is critical. 

Note: The following tables should be used as a general guide for international shoe size conversions only. This information is provided as a courtesy only and success in using these charts cannot be guaranteed. Sizing can vary widely based on many different factors, including but not limited to manufacturer's sizing methods, style's sizing, etc.

Also, be informed on how to fit sheepskin footwear as well.