FAQ / More Information
How is COVID-19 affecting HAIX® order processing and shipping?
Our customers are our highest priority during these uncertain times. We want you to know we are running normally and are currently processing and shipping orders, as well as returns, with no delays during COVID-19. As usual, it takes 1-2 business days to process an order and get it shipped out and then 1-5 days to be delivered depending on where you live. At this we time have not received any indication from our shipping partners that delivery times have been negatively impacted as a result of COVID-19. 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 shipping times, please contact our Customer Service Department.
How much will it cost to ship my order?
|Standard Shipping Costs|
|If your order total is...||To contiguous 48 states||To AK/HI/PR|
|$0.00 - $29.99||$4.95||$34.95|
|$30.00 - $48.99||$7.95||$37.95|
|$49.00 - $424.99||$15.95||$45.95|
|2-Day Shipping Costs|
|If your order total is...||To contiguous 48 states||To AK/HI/PR|
|$0.00 - $50.00||$39.95||NA|
|$50.01 - $385.00||$58.95||NA|
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). After being processed it can take an additional 1-5 business days to receive the shipment via ground shipping services. We ship online orders via UPS to physical address destinations within the United States. In the instance a post office box is given in lieu of a physical address, the order will ship through the United States Postal Service. Please note that by providing a PO Box, you are choosing to ship with USPS and as a result, we are unable to provide you with a return shipping label and are unable to ship expedited.
Our shipping department is open and actively shipping orders Monday through Friday, 8am-4pm. We do not ship on weekends or national holidays.
Sign up for UPS My ChoiceSM - it's free and easy. Sign up and set your preferences. It's free and easy to get started, just choose the delivery features that fit your life. Relax and wait for delivery alerts. Log in to ups.com and track your packages to reroute, reschedule, or authorize a shipment release for your delivery.
Do you ship online orders to Canada or internationally?
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.
HAIX® currently has two online websites, one for U.S. orders and one for Canadian orders. Orders shipping to these countries must go through their respective dedicated website.
Prices on the Canadian website will be reflected in Canadian dollars and 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 the Canadian orders at checkout through our partnership with iGlobal.
Not all HAIX® products are available for purchase on the Canadian website.
What forms of payment are accepted in your online store?
We accept Mastercard, VISA, Discover, American Express, 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:
- 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.
- 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 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. 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 it's 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).
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, you must contact the dealer direct for any returns or exchanges.
How do your free boot returns work?
Return shipping is free and only provided through UPS®. Purchases may be returned in 4 easy steps:
- 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
- Click "Return This Package" from the tracking results page
- Select the reason for your return and enter any additional comments
- 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.
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 subject to the HAIX® maufacturer'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.
How do I find a nearby HAIX® dealer?
Contact Customer support at 866-344-4249 or live chat with us and we can help you find one in your area.
What does FS and Clearance mean?
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.
Do you offer wear tests?
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 support at 866-344-4249 or live chat with us.
Care & Maintenance
How do I clean/polish my HAIX® boots?
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.
How do I lace my front-zipper boots and care for the lacing system?
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.
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.
How should I care for my boots?
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 is bleached and dried by UV exposure. A dark area is best for storing.
Apply conditioning/polish about once or twice a month.
What about napped leather, like the Protector Prime or Missoula?
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.
Can your boots be retreaded?
Most of our boots can be retreaded and refurbished with original manufacturer soles, parts and materials through our Extended Wear Program.
To download information on pricing, along with prepaid UPS shipping labels for this service, please visit our authorized repair facility, NuShoe.
I hear rubber boots are easier to decontaminate than leather boots, is that true?
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 inside, and the chemicals remained inside the rubber itself after cleaning, while Leather allowed significantly less.
What is Sun Reflect Leather?
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.
What is the difference between GORE-TEX® and CROSSTECH®?
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.
What is HAIX® Secura Liner®?
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 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.
Can your boots attach spikes so I can climb trees and poles?
Our forestry boots are compatible with most standard spike/spur sets.
Will HAIX® structure boots stay up when I store them in my turnout pants?
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.
What is the HAIX® MSL System? (Micro Soft Light)
The MSL 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 resistance.
What is the HAIX® AF System? (Ankle Flex)
The Ankle Flex system is made of elastic cloth that is built into the inside of the boot, to hug your ankle 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.
Product & Sizing
What is the difference between the Airpower® XR1 and the Airpower® XR2?
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.
The Airpower XR1 is 9" tall and is dual-NFPA certified for EMS and Wildland Firefighting.
The XR2 is 8" tall and is only NFPA certified for EMS.
What NFPA certifications do your boots have?
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.
Why aren't the Missoula boots NFPA approved for wildland firefighting?
As Missoula was designed in conjunction with the U.S. Forest Service, and their boot needs, 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.
Find the "What's My Size" suggestion tool on each product's detail page near the size menu. Carefully measure your foot as shown and enter the value to receive a size recommendation based on the best data available to us. 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, you can take advantage of our free returns policy.A note about our popular Airpower® series:
Our Airpower® line generally runs a bit narrow, so we recommend buying your normal athletic shoe size with a larger width.A note about our structural fire boots:
Structural fire boots tend to run a bit big, so we recommend buying a half-size smaller than your normal athletic shoe shoe size. The width on these boots run pretty true to size.
I have a hard to fit foot, what can you offer the hard to fit customer?
Most people can fit into our boots as our sizes fit up to either a men's size 15 or 16. For those with special circumstances, in some cases, a non-returnable custom made boot can be produced to your measurements for an additional fee above the regular price of the boot. Please allow 12-16 weeks for delivery in these cases.
Do you offer women's sizes?
All of our fire boots come in women's sizes 5-12. All other boots can be fit to a ladies foot by ordering one size smaller in a men's size boot.
How do you pronounce HAIX®?
Where are HAIX® boots manufactured?
In state of the art, high-tech, fully owned HAIX® production facilities in Croatia.
How long has HAIX® been in business?
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.
Where are HAIX® U.S. offices located?
HAIX® NORTH AMERICA INC. is located at 2320 Fortune Drive, Suite 120 in Lexington, Kentucky 40509.
What are your business hours and how can I contact you?
Hours: Monday through Friday 8am - 5pm ET
Phone: 859-281-0111 - Toll Free: 866-344-HAIX (4249)
Email: firstname.lastname@example.org Live chat (during business hours)
Why do you sell direct on your website?
We know our customers are spread out across North America, and our dealers can be quite spread out in some areas. 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.
Why are HAIX® boots expensive?
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.
I have a coupon code, how do I use it? Are there any limitations?
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.
Offers are valid on internet orders only. Not valid on phone orders. 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.
Can you apply current special promotions, discounts, or coupon codes to my previous order?
Unfortunately, we can't apply special promotions, discounts or coupon codes to orders that were placed before the special started.
Can I place a phone order or email order and get the same special currently running on the website?
Sorry, but all website specials and promotions can only be applied to orders placed online.
Can I get a refund for my coupon after I place my order online if I didn't apply the coupon/voucher during checkout?
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.