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Frequently Asked Questions

To better serve you, we have compiled a list of our most frequently asked questions below:

Account information and login

How can I change my account information?
You can change your account information by clicking on Account Information & Order Status in the Customer Service area. Enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name, password, and shipping information or check your order status.

How secure is my account information?

Completely secure. VPX Direct USA Store is committed to protecting the security and privacy of your information. For details on the security of your transactions, please see our Privacy and Security page.

How do I get a copy of an invoice for my order?

Click on Account Information & Order Status in the Customer Service area. Enter your e-mail address and password and your account info will be displayed. At the bottom of the screen is your order history. Click on the order # to view the invoice.
I forgot my password. How do I get it?

Go to the Customer Serivce area and click on the Account Information & Order Status link. Enter your email address in the 'Forgot your Password' field and click 'Request password'. A new password will be emailed to you.

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Credit card transactions

Are credit card transactions on vpxdirect.com safe?
Absolutely! In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or department store. VPX Direct Super Store servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer, and AOL's browser, so that only VPX Direct Super Store can read a customer's personal information. If you would like more information about our credit card security policy, please read Privacy and Security page.

Why would my card be declined if there are sufficient funds in my account?

In order to protect our customers from fraudulent transactions, the billing address is verified through your credit card company. If the billing address on your VPX Direct account differs from the billing address on your bank's records, you could be declined. You should contact your credit card company to check the address they have on file for AVS (Address Verification System) purposes.
If your transaction was declined due to AVS Mismatch (Billing address provided does not match Billing address of cardholder), please do not attempt to resubmit your request, as it will send multiple authorization requests to your banking institution and place holds on your funds. Please contact your banking institution to verify that the Master Billing address they have on file is the same as you entered when you registered.

My order was declined. Will I be charged for this order?

You may see pending charges on your account even though the order was declined. When an order is placed on our website, the transaction is sent to the bank for verification of the billing address entered, and for availability of funds. The bank holds the funds for that transaction, even if the order is then declined for other reasons. The hold will drop off automatically in two to three business days, since the transaction was not completed. Some banks, such as credit unions, may take longer or have additional restrictions on transactions.

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Payment options

What are my payment options?
We do not accept money orders. The credit cards we accept are Visa, Discover, Mastercard, and American Express

Can I use a pre-paid gift credit card on this site?

We accept gift cards with the Visa, MasterCard, and American Express logos. Occasionally the safety features on our website will decline these types of transactions. For gift credit cards, the actual customer's billing address often will not be associated with the gift card, or will not exist on file at the issuing bank for the Address Verification System to verify. The transaction could be declined for this reason. When this happens, we may need to contact the gift card-issuing bank to have the funds returned to your account. If your order is declined, please call us at 1-800-954-7904 and let us know. We will be happy to contact the gift card issuing bank is to have the funds returned.

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Product availability

Why would an item be out of stock when it still appears on your site?
Because of the high volume of customers purchasing from VPX Direct, our products may sell out from time to time. We do update our site daily, but there is an inevitable delay in reflecting the fluctuations of quantities of product on hand, particularly since thousands of people visit our online store every day. To avoid missing out on our featured items, we encourage you to act quickly.
Unlike most other Internet retailers, VPX Direct carries a full inventory for every product we show on the site. This means that when we say an item is in stock, we mean it. In rare cases however, we may have to notify you via e-mail that a product is on backorder and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.

Do you ever restock items that are sold out?

Yes, we are occasionally able to restock items. However, we recommend that you take advantage of our in stock merchandise and place your order without delay.
The style or size I want is not shown on this website. Can I purchase it from you?
Our website shows every item that we currently have in stock. If a style or size isn't shown, it is sold out or no longer available. Many styles are seasonal. Please contact us to find out if the product will be restocked or not. Dr. Martens comes out with new styles several times a year, and some old styles are discontinued.

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Sales tax

Does VPX Direct Super Store charge sales tax?
State laws require that internet retailers collect sales tax in states where they are resident. VPX Direct is currently resident in the state of Florida where the sales tax 6%.

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Order Tracking and Delivery

How long will it take for my package to be delivered?
Standard ground shipping generally takes from 3 to 10 business days. We ship all orders from Davie, Florida. 2-day and next-day shipping options are available for an additional charge.
How can I track my order?
Once the order is shipped, a UPS tracking number is assigned. You can use the shipment tracking number on www.ups.com.

Does UPS deliver on weekends?

UPS does not delivery on Saturday or Sunday. Business days are Monday through Friday. So if you place an order for next-day delivery and it leaves our warehouse on Friday, it will be delivered on Monday, the next business day.
Why didn't my order ship the same day that I place it?
Orders cannot be shipped the same day they are placed, but will be scheduled for processing within the next two business days. (Business days are Monday through Friday.) This includes orders shipping 2-day and next-day. This processing time allows for the product to be retrieved from the warehouse, packaged for shipment, and picked up by UPS. Occasional delays due to high volume occur, especially around the holidays. We will contact you if your order cannot be filled for any reason. Our warehouse facilities operate from7:00 am to 3:30 pm Eastern time. We make every effort to ship all orders within two business days of the day they are placed.

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Canceling orders

How do I cancel or change an order?
We want you to enjoy your VPX Direct products as soon as possible. Therefore, once you click 'Confirm Order', your order information is immediately sent to our warehouse for processing. This means that we will not be able to cancel or make any changes once your order has been confirmed. Should you choose to return your VPX item(s) for any reason, please consult our Returns Policy.

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Browser settings

How do I set my browser settings to work with the security on your site?
The security and privacy of your information is extremely important to us. Our site is PCI Compliant and to that end, you may need to change some settings in your browser if you're experiencing problems accessing your cart or checking out. If you use Internet Explorer: Go to Tools --> Internet Options --> Advanced tab --> under the Security section make sure 'Use SSL2.0', 'Use SSL3.0', and 'User TLS1.0' are all checked. If you use Firefox: Go to Tools --> Options --> Advanced icon --> under Protocols make sure 'User SSL3.0' and 'User TLS1.0' are both checked.

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