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 for the tracking information for your order.

You'll receive exactly one order confirmation email for each successful order placed. If you see more temporary authorizations on your account than order confirmation emails received, do not worry. Temporary authorizations for unsuccesful orders will clear by themselves automatically from your account within 2-3 business days and will never appear on your month-end bill or paper statement. There is no additional action required by either you or us. 

We strive to protect our customers from fraudulent charges and as such instruct the banks to check certain data points on each order to determine if a card is fraudulent before the order will be accepted. If an order does not pass all fraud checks, the result is still a temporary authorization even in the event of an unsuccessful order. For common reasons why orders are unsuccessful, view Why didn't my order go through?'.

The banking system has been set up to place temporary authorizations before performing the fraud check that we ask them to do. This is how purchases are processed for all merchants, not just us, and the placing of temporary authorizations on your account is beyond our control. The best way to remove a temporary authorizations is to simply wait a few days. If there is a dire need to remove a temporary authorization, contact your bank or card issuer and they will tell you how to proceed. Some banks are satisfied with a three way call where the bank representative, yourself and one of our customer service representatives are on the phone to discuss the matter, while others require a document to be faxed to them.

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:

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 Shipped - Orders that contain both in-stock and preorder items. See 'Shipping policy with preorders' for more details on how these orders are handled.

Shipped - 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.

Declined - 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 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 us email 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. Your card will be charged in full at the moment your order is placed.

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 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. 

We do not price match other company's prices, but will price match our own prices if an item goes on sale after purchase using the following guidelines:

• If package is still in transit or on loading dock - price match in full.
• If shipment is completed and delivered, and within 7 days of delivery – price match in full.
• If shipment is completed and delivered 8 or more days ago – Customer must return item for credit (if within specified timeframe, usually 30 days) and reorder at the sale price.

We on occasion run deep discounted, final sale promotions. If we run one of these promotions and you paid full price and wish for a price match, we gladly do so as long as your pacakge is in transit or has been delivered within the last 7 days. Please note if we price match any item for a new, deep discounted price, you will lose all return and exchange privileges (we will inform you if a price match will make your purchase non-returnable/non-exchangeable over the phone).

Below is an incomplete list of current styles that we aren't carrying this season but may be able to special order for you. Looking for something not on the list? That's ok, we can still check for you!

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.

Additionally, we've put together this very thorough and informative guide to help you determine if a site sells counterfit UGG items.

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!

In addition to the UGG brand, we do sell other brands of high-quality sheepskin footwear such as Koolaburra.

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 the contiguous 48 US states (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 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. 

More Shipping Rates by Service   Order Wt. (in pounds) Ground to AK, HI, PR 3 Day Select 2nd Day Air Next Day Air Next Day Air (Saturday Deliv.) Priority Mail 1 19.50 22.00 29.00 55.00 71.50 9.50 2 21.50 22.00 29.00 55.00 71.50 9.50 3 23.50 24.50 39.00 69.00 92.00 13.50 4 25.50 32.00 42.50 72.50 96.00 17.50 5 27.50 36.00 50.00 81.00 106.00 19.50 6 30.50 39.00 53.50 85.00 111.00 29.50 7 31.50 39.00 53.50 85.00 111.00 29.50 8 34.50 43.00 60.00 94.50 121.00 32.50 9 37.00 43.00 60.00 94.50 121.00 32.50 10 38.50 43.00 69.50 106.00 135.00 35.50 11 40.50 49.50 69.50 106.00 135.00 35.50 12 42.50 - - - - 39.50 13 43.50 - - - - 39.50 14 46.50 - - - - 39.50 15 - 25 77.50 - - - - -

Please note all prices on our site are in US dollars. 

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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. 

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In case you do not find what you need, you may still request an exchange with the return of the unwanted pair. If the requested item is in stock at the time we receive your return, we will gladly exchange it for you (please note you will be charged return shipping). You will receive a new order number and the original order will be refunded. If the item is not available, you will be refunded.

If your original method of payment was with Paypal or Google Checkout, we will contact you requesting the return shipping amount.

If you've received a refund from us for an exchange pair, do not despair. New stock arrives several times throughout the fall, meaning you still have a chance to find the pair you need. Continue to check the individual product pages for availability. You can also check 'When will you be getting more...?' for new shipment updates.

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All returns may be sent to Attn: Returns, Superlamb, Inc., 8026 Miramar Rd, San Diego, CA 92126 and must be accompanied a filled out copy of the return form.

Be sure to put the shoe box inside an outer shipping box (not necessary for Koolaburra items) before sending the item back (see also return policy). You may use any carrier you choose (UPS, Post Office, DHL, FedEx) as they all deliver to our warehouse. Parcel Post service with the Post Office is not recommended in January, as the slow delivery times may cause a restocking fee to be incurred. 

Please, no packing peanuts. They are unnecessary and take up valuable landfill space.

Please note that we do not pay for return shipping. We are aware that there are other on-line companies that do pay for return shipping, but their prices are often $3-5 higher than ours are. Any package returned to us as refused will be refunded the amount of the order minus $11 for return shipping.

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In the event that any of the circumstances below apply to your return, 75% of the purchase price will be refunded to the original form of payment and the remaining 25% will be refunded in the form of store credit (an online gift code will be issued to you via email):

• Shoebox used as shipping box;

• Original shoebox not returned;

• Item is returned dirty and can be cleaned. If an item cannot be cleaned, it will be returned to you and your credit card will be charged return shipping.

Should two or more of the above situations occur, the item will be shipped back to you at your expense.

Orders shipped under any free shipping promotion and refused at delivery will be refunded the amount of the order minus $11 for return shipping.

The 30 Day Money Back Guarantee does not apply, and all sales are considered final (non-refundable & non-returnable), on CLEARANCE items. CLEARANCE items are defined as:

• Item(s) purchased was clearly marked as CLEARANCE next to the name of the product;

• Item(s) purchased with a coupon code and a check mark box had to be clicked by the customer acknowledging all CLEARANCE sales final in order to continue with checkout.

The 30 Day Money Back Guarantee will still apply to any other sale or discounted item as long as it is not marked as CLEARANCE. 

The manufacturer warranty of 1 year still applies to these items.

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