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Frequently Asked Questions

 

SHIPPING

PAYMENT

GIFT CARDS

YOUR ACCOUNT

 

 

SHIPPING

 

Can I ship to International/APO/FPO Addresses?

Deliveries to P.O. Boxes in the 48 contiguous states will be shipped via U.S. Postal Service Parcel Post. Alaska, Hawaii and APO/FPO will be shipped via U.S. Postal Service Priority Mail. There is no tracking service available for these shipments.

We do not ship items purchased from this website to any other destination outside of the United States, other than the U.S. territories listed above.

Can I ship my order to someone else?

Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address.

How long will it take my order to arrive?

For an estimate of shipping times, please reference the times below:

Ground Shipping: 4-6 business days

Three-Day Shipping: 3-4 business days

Two-Day Shipping: 2-3 business days

Overnight Shipping: 1-2 business days

Orders are shipped on business days only (Monday-Friday, excluding U.S. federal holidays).  For in-stock items, depending on the shipping method you select, your order should ship within 1-2 business days after order verification and credit approval.

If you choose to upgrade to 2-Day or Overnight Shipping, your order must be received with credit card authorized by 1:00 p.m. EST (Monday-Friday, excluding U.S. federal holidays) or your order may not be processed until the following business day.

How do I know when my order ships?

When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).

How do I track my order?

If you have a timberland.com account, order tracking information will also be available by logging into your account and selecting Order History. Click on the tracking number to view the delivery status of your order.  You will also receive an email confirmation with your tracking information. 

How do I track my order as a guest?

You don’t need a timberland.com account to track your order – just use the Track Your Order link in the footer. Enter your email address and order number (which you received in your email) to view the current status of the order.

If you still have questions about your order, please contact our Customer Service team at 1-888-802-9947 or email TBLCustomerSupport@vfc.com.

PAYMENT

 

Which payment methods do you accept?

Timberland.com accepts several major credit cards for your shopping convenience, including both domestic and international versions of the below cards:

MasterCard

Visa

American Express

Discover Card

Other forms of accepted payment include:

Timberland® Gift Cards

Timberland® eGift Cards

PayPal

PayPal Credit®

Can I use a debit card?

Yes, debit cards with a Visa or MasterCard Logo are accepted.

Do you accept PayPal?

Timberland.com accepts PayPal and PayPal Credit (formerly Bill Me Later) for secure online payments. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.

For Timberland to securely process your order, the supplied billing name, address and phone number must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Why doesn’t my promo code work?

Promotion codes can be entered exactly as they appear in the space provided on the Shopping Cart and Checkout pages.

Codes are case sensitive.

After you’ve entered in the promo code, click "Apply."

If your discount qualifies, it will display in the payment summary.

If the problem continues, please check the terms and conditions or give us a call a 1-888-802-9947.

*Note that certain products are excluded from most promotions.

The address I typed is correct, but it's not being accepted. What should I do?

Does the address you typed match the address on file with the credit card company? If it does, and you still encounter a problem, please call our Customer Center 1-888-802-9947.

Why does my card show two charges?

Sometimes credit/debit card statements contain two transactions, but this is only temporary. When a purchase is made, an authorization charge is placed on credit/debit cards which temporarily hold funds. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The authorization falls off under 72 hours from when you ordered.

For your security, we may pre-authorize $1 to verify your billing address and credit/debit card information. If successful, we’ll charge the full amount of your purchase (plus sales tax and shipping) once your order ships. If this $1 pre-authorization fails, we will not authorize your purchase. The $1 pre-authorization will drop off from your account within 2-3 business days.

How is sales tax calculated?

Some states charge sales tax on the things you buy, and some charge tax on shipping. We follow the rules implemented by each individual state.

Where sales tax is applicable, it will appear on your online order form and on the invoice included with your order. State sales tax may be added to all orders shipped to: State sales tax may be added to all orders shipped to: Alabama, Arkansas, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Maine, Michigan, Missouri, Minnesota, Nebraska, North Carolina, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, and Wisconsin.

We do not charge sales tax when you buy an Online Gift Card or eGift Card, because tax gets charged when the gift card is used.

Please note: Tax is not calculated until the date your order ships. This may affect your qualification or participation in tax-exempt sales.

How are custom orders different?

At this time, we are unable to accept returns for customized products. Custom footwear orders are nonrefundable, except in cases of manufacturing or material defects (this does not cover normal wear and tear). For additional information, please contact our Customer Service team at 1-888-802-9947 within 10 days of receiving your purchase.

Can I cancel my online order?

If your order has not yet shipped, you may cancel the order by contacting our Customer Service team at 1-888-802-9947.

You will have up to an hour after your order is placed to cancel.

Your credit card will not be charged if you cancel an order; however, if you used a Gift Card or eGift card to pay for your order, you may not receive credit back for up to 5 business days. You will receive an email confirming credit back to your original form of tender as soon we we are able to reissue credit. We apologize for any inconvenience this may cause.

Can I get a price adjustment for an item I purchased that is now on sale?

Unfortunately, we can’t process price adjustments at this time.

GIFT CARDS

 

See our Gift Card FAQ section.

YOUR ACCOUNT

 

How do I sign in?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account.

How do I update my account and address?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account. You can update your information by signing in to your account, and click the ‘My Account’ tab located at the top of the screen.

How do I update my payment information?

Sign in to your account, and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

How do I change my password?

Sign in to your account and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any changes to your account.

How can I reset my password?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.