FAQs

Below FAQ are some common concerns of our clients before purchasing our Products.
If you have other questions, please just send it to twicethelife@duradero.com.

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 20-36 hours!

Pre Sale Questions

With your purchase of Duradero boots 1 free Resole & Renew is included with your purchase essentially doubling the life of your boots. Yeah we know...it’s hard to believe but it’s true. Just login to Duradero.com to access your original order (with your email, phone number, or serial number stamped into the tongue of your boot) Hopefully you kept your box (like the HUGE “KEEP THIS BOX” stamp on it said when you bought them) we will give you directions on how to print your label, tape it to the box, and drop off at your nearest FedEx or for a small nominal charge call or login to FedEx.com for a pickup.

Your Free Duradero Resole and Renew includes the following: Complete replacement of the outsole and welt. New laces, New Insole, and a complete cleaning and polishing of your leather.

Our current assortment is manufactured in Mexico. In order to be consistent with our sustainability objectives the materials are all resourced within 50 miles of our manufacturing partner. With the exception of our outsole. Our repair facility is US based and we have a goal of becoming the leader in our category and in order to do that and be competitive we plan on manufacturing all over the world including the US.

Our footbed (the piece below the insole-the removable piece) is a Texon board it's designed to be firm enough to allow air to circulate under the insole and create a cooler, healthier environment for the foot. Texon is a composite material (like chicken nuggets part leather and part recycled materials, we try to be sustainable wherever possible).

Our orange midsole is not leather. It is a proprietary material designed exclusively for Duradero. It is actually more expensive than leather. It provides greater shock absorption and it facilitates resoling for up to 3 resoles so it's more durable. Don't get us wrong, we love leather midsoles but we discovered this technology and find it far superior. The analogy we use is, golf clubs were once made with wooden shafts, very cool and scores were still achieved but when was the last time you saw one on the golf course? Duradero is a disruptive presence in the industry. Lots of brands make great product. No other brand offers twice the life and a free resole with every purchase.

If you are not 100% satisfied with your purchase from Duradero you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Some items ship with an attached security tag. Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund. For more information on returns, please see the Duradero Shipping and Return Policy.

The easiest way for you to return the merchandise is to get a pre-paid label by logging in at Duradero.com
● Go to the website and click on My Account in the upper right hand corner.
● Log in to your account using your email address and password.
● Click on the order number of the merchandise you wish to return.
● Check the box to the left of the item(s) you wish to return and click on the Return Checked Item box.
● Choose to have the label displayed for immediate printing or emailed if you are unable to print immediately. Then click 'Return Item(s)' at the bottom of the page.
● The next page will feature a picture of the item and a barcode.
● If you do not have the original packaging, please return by placing a copy of the return confirmation with merchandise inside of a plastic bag and place inside the shipping box.
● On this page is where you can view for immediate printing. To display your label, click the orange link in the middle of the page that says "Click here to view your return label."
● Now just print it and tape it to your shipping box with clear packing tape. Tada!

If you would rather receive your label via email, instead of selecting the option to print the label, select the option to have a label emailed to you. If for any reason you are unable to print out a label, we would be happy to have the label mailed out to you. Simply let us know by email, live chat, or phone and we will gladly send it to you right away. Please note that if you choose to have the label send to you by USPS “snail mail”, it may take 7-10 days for it to arrive.

Make sure the merchandise is in its original packaging, your Duradero shoe box is shipment ready, if not just place it in a shipping box. Attach the label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.

You may drop off your return at any authorized FedEx shipping location, but please do not drop your return off at a drop box. To find the nearest authorized shipping location, please visit www.FedEx.com.

For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.

Select VIP Members—WE’VE GOT GOOD NEWS! Select Duardero VIP members have the option to get refunds faster. If you choose to receive a “Rapid Refund" when requesting your return, we’ll issue your refund in approximately 24 hours from the first scan by FedEx at drop-off or pick-up, so you don’t have to wait 5-10 Business Days for us to get your return package. If we don’t receive the refunded item(s), we may charge your credit card for those items. Rapid Refund is an exclusive benefit extended to our most loyal VIP members at Duradero’s discretion. Other terms and restrictions may apply and Duradero reserves the right to extend this exclusive benefit to select VIP members or cancel the benefit for any or all VIP members at any time in its sole discretion.

Rotating work boots regularly helps you recover faster, feel fresher, and maintain shock absorption longer. Using more than 1 pair of work boots reduces the risk of injury by 40%. Our insole board is porous and breathable, with a unique last and Spheric footbed for airflow which enables you to prevent mildew and keeps your inner materials fresher and dryer, extending the boots' lifespan. Rotating work boots slightly alters foot and kinetic chain loading while minimizing repeated abuse. Additionally, having multiple pairs of boots can save money in the long run, as they outlive the same number of boots used individually.

Duradero.com is very sorry that your gift did not work for you. Please call the Duradero Customer Loyalty Team at 1-800-927-7671 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address. Any gift item being returned will be refunded to the original purchaser's method of payment. However, we would be happy to assist you with a gift return. When a gift return is processed, we will provide you with a return label to send the item back. Once we have received the item and processed the return, we will issue a gift certificate to your account. Please call the Duradero Customer Loyalty Team at 1-800-927-7671 for assistance.

As a Duradero.com customer you have the option of exchanging an eligible item instead of returning it for a refund. You may be able to process an exchange yourself for certain eligible items in your Duradero.com account. If an item is eligible, you will see an option in your account to select an item to exchange, and will be provided the instructions and terms that apply to your exchange. You also always have the option to contact us via phone, chat, or email, and we will gladly assist you with the exchange process. Our Customer Loyalty Team is available 24/7 and more than happy to help!

For more information on our exchange process, please see the Duradero Shipping and Return Policy.

We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is by logging in at Duradero.com. 1. Go to the website and click on My Account in the upper right hand corner. 2. Log in to your account using your email address and password. 3. Choose the order number of the merchandise you wish to return. 4. Underneath the Status and Tracking column, you will see a link that says, "Display Your Return Label" 5. Your label will appear for you to print.

For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.

Regrettably, our pre-paid labels do not cover the price for international returns. To use our pre-paid labels, shipments must be sent from the United States.

Orders with Gift Cards as payment will be refunded back to an e-Gift Card for your convenience. New Gift card codes will be emailed to your email address on file.

If you process the return by yourself through our website, unfortunately FedEx is the only option for most customers. We provide shipping labels using FedEx for easy, fast and secure shipping and package tracking. However, we understand that FedEx isn't always convenient for everyone and we want to make returning to Duradero as easy as possible. If you would rather receive a USPS return label instead of a FedEx return label, simply contact us and we'll be happy to send you one!

Good news! You don't have to print a label or leave your house! After you request a return, FedEx will pick up your return package the next business day (subject to availability), and they'll add a label for you. FedEx asks that you be home for them to receive your package. For more information, please see the Duradero Return Options.

If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler or Brannock device® can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.

Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Cards are the perfect solution for you! Give one today!

No. We do not do back orders. If an item is out of stock the Duradero Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be canceled unless a replacement item is requested.

No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from us.

You are guaranteed the lowest possible price on Duradero boots because they are only sold at Duradero.com

If the price on our website drops within 10 days of purchasing the item, we will be happy to refund you the difference in price. Simply contact our Customer Loyalty Team by chat, phone, or email, and they'll be happy to assist you.

Yes we do! To get in contact with one of our live chat specialists, look for the Live Help button located on the top left hand of the page, to the right of our phone number. If you are unable to see this button, it saddens us to say that we do not have a specialist available to assist via chat.

You can write a product review with just 5 easy steps:
1.\tOn any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review of this product’.
2.\tOnce you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name, where you live, your email address and other brands that you recommend. *Please note: this section is designed around how a shoe fits. We are working on updating this section to be dynamic based on the product type. If the question does not pertain to your product type, please feel free to just type in your review in the text box and select the star ratings.
3.\tThen, click on the orange ‘Submit your Review’ button.
4.\tOnce you’ve submitted your review, it may take up to 5 business days for it to appear on the site.
5.\tPlease visit our Review Guidelines and Terms of Use to review the legal terms and conditions concerning your submission of reviews.

There are two quick and easy ways to unsubscribe from our mailing list:
Call us at 1-800-927-7671 and one of our customer service representatives will take care of your request over the phone. Email us at cs@Duradero.com and one of our customer service representatives will unsubscribe your email address.

Using your code is as easy as 1-2-3!
Place all of the items in your shopping cart and proceed to checkout. Under Your Payment Information, find the box labeled \"Redeem Gift Cards and Coupons\". Enter your code in the box and click \"Apply\".

We are sorry that you were not able to complete your order. The selection on Duradero.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart.If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

Unfortunately, Duradero.com does not know if an item will go on sale or be marked down until it actually happens. It is possible for different colors within the same style to have different prices. For instance, if a blue shoe is selling better than a yellow one, one might discount the yellow bag to boost sales.

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
●\tVisit the website and click on \"My Account\" in the upper right-hand corner of the page.
●\tLog in to your account by typing your previous e-mail address and password.
●\tOnce logged in, click on \"Edit Profile\" towards the right-hand side of the page.
●\tType your new e-mail address on lines 3 and 4.
●\tVerify your \"Current password\" at the bottom.
●\tClick \"Update Now.\"
●\tYour e-mail will be updated.

Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the Duradero Customer Loyalty Team at 1-800-927-7671 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

Duradero.com is very sorry that the item that you need is out of stock. Underneath the size selection dropdown menu, there is a link that says \"Don't see your size?\". If you click on that link, you will see a popup that will let you add your email address to our notification list. When your size, color, and style become available you will receive an automated email sent by our system letting you know that your item is available for purchase. The notification list does not hold an item for you, and it does not obligate you to make a purchase so you are welcome to shop around while you wait. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.

While we are happy to hear from our international customers, we are unable to accept VOIP (voice over internet protocol) calls at this time. We have allowed VOIP calls in the past, however, we found it limited the service we were able to provide. You may call us from any land line or cellular phone at +1 702-943-7677. We apologize for the inconvenience this may cause.

Don’t worry about it! Just go out and beat the living shit out of them. Then when you wear them out, just send them back to us and we will “automagically” resole & renew them! But if you must...wipe them clean with a soft cloth, mild soap and water, and treat with any neutral leather cream.

An \"Duradero Verified Purchase\" review means we've verified that the person writing the review purchased the product at Duardero. Reviews that are not marked \"Duradero Verified Purchase\" are valuable as well, but we can't confirm that the product was purchased at Duradero.

Suspicious Activity

If you received correspondence regarding an order you didn’t place, it likely wasn’t from Duradero.com. Don't share any personal information, click any links in the email, or respond to the email, and delete it immediately.

This type of email is known as a phishing campaign. A phishing campaign is an email scam designed to steal personal information from victims. Cybercriminals use phishing, the fraudulent attempt to obtain sensitive information such as credit card details and login credentials, by disguising themselves as a trustworthy organization or reputable person in an email communication.
If you are a Duradero.com customer, you can go to your Duradero Account and view Your Order History to see if there is an order that matches the details in the correspondence. If you are not a Duradero.com customer, feel free to contact us to verify whether the email is associated with an actual order.

Suspicious or fraudulent emails not from Duradero.com may contain:
●\tA reference to a payment source that Duradero.com does not accept, such as PayPal. Duradero.com currently only accepts credit cards, debit cards, and Duradero.com Gift Cards for payment.
●\tA request to update payment information that is not linked to an order you placed on Duradero.com or your Duradero.com account.
●\tLinks, including “Here” links, to websites not affiliated with Duradero.com. You should be able to hover over a link without clicking it to show the website address associated with the link. If the link shows a site other than Duradero.com or a site that is not a legitimate Duradero domain, then it is likely phishing.
●\tAn order confirmation for an item you didn't purchase or an attachment to an order confirmation. If you are a Duradero.com customer, go to your Duradero Account and view Your Order History to see if there is an order that matches the details in the correspondence. If you are not a Duradero.com customer, feel free to contact us to verify whether the email is associated with an actual order.
●\tTypos, grammatical errors, or unconventional formatting.
●\tA generic email address with Duradero in the email, for example advert@gmail.com or a “noreply” email address from a non-US country or site not associated with Duradero. Duradero will never send communications from personal or generic email accounts. Order-related emails typically come from cs@Duradero.com or another Duradero.com email address.
●\tForged email addresses to make it look like the email is coming from Duradero.com. Your email program may allow you to hover over or click on an email address to view its original source.

If you believe you received a phishing email or responded to what may be a phishing email, Duardero recommends you update your online passwords, including the password to your Duardero.com Account, and report the email to the Federal Trade Commission (FTC). Visit the FTC website here to report the email and find more information on how to identify and prevent phishing attacks.

Payment Information

Currently Duradero.com can accept international credit cards but we can only ship to an address within the United States and its territories. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express. On the checkout page, there will be a billing and shipping section. Please do the following:
For the billing information
Enter your street address on Address Line 1. Enter your City, County or Province, and Postal Code on Address Line 2. Enter your Country for the city. Enter AA for the state. Enter 11111 for the zip code.

For the shipping information
Please enter the correct information in the appropriate field.

Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping. We apologize for any inconvenience this may cause.

No. At this time Duradero.com does not accept Cashier's Checks or Money Orders.

For information on how sales tax is charged, please see the Duradero State Sales Tax page.

Duradero.com currently accepts Visa, MasterCard, Discover, and American Express for all orders.

●\t If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

●\t We all love sending gifts to others and ourselves as much as we love receiving them. However, if you are shipping to an address other than your billing address, your order may be delayed.

Any pre-paid gift card with a Visa, Mastercard, American Express, or Discover logo \/ insignia on it will be processed like an actual credit \/ debit card and only one credit card can be used per order. If a single pre-gift card does not cover the total of your order, we suggest using the balance on the pre-paid gift card to purchase a Duradero Gift Certificate. The Duradero Gift Certificate can then be used along with a credit card or pre-paid gift card to complete the order. If you have multiple pre-paid gift cards, you will need to purchase a separate Duradero Gift Certificate for each. If you need any help with purchasing the Duradero Gift Certificates or placing an order, please give our Customer Loyalty Team a call, and we will be happy to help! Please also note that in order to use the pre-paid gift card on Duradero, it will need to be registered or activated by following the instructions on the pre-paid gift card itself or on the card’s packaging. Also, some card may not be eligible for online purchases. Please refer to the company that issued the card for more details.

Amazon Pay

Amazon Pay is a service that allows Amazon customers to use the payment information already stored in their Amazon account to pay for goods and services on other sites. You can use Amazon Pay wherever you see it - whether that is clicking the Amazon Pay button when checking out on your favorite online stores, managing your payment methods in your account on Amazon.com or using Amazon Pay on Alexa. There are no additional sign-FedEx or sign-ins. Your transactions are safe and secure, and everything can be tracked in your Amazon account.

If you have an Amazon account, you are ready to start using Amazon Pay wherever you see the Amazon Pay button. No additional registration is necessary, which means you don’t need to create a new account or remember old passwords. Amazon Pay simply uses the information and payment methods stored in your Amazon account. That also includes your address book, so you’ll always have Grandmom’s address handy no matter where you shop.

Go to pay.amazon.com and sign in as a “shopper” using your Amazon username and password. One-time purchases are shown on the “Activity” tab, and subscription agreements are on the “Merchant agreements” tab. You can also view your transactions on Amazon.com. If you are on a desktop, your Amazon Pay transactions can be found under “Amazon Orders” within the Amazon Pay tab or in “Your Account” under “Transactions”. If you are in the Amazon app, all transactions are listed together under “Your Orders” or in “Your Account”.

It costs nothing. Using Amazon Pay does not add fees to your purchases on sites and organizations accepting Amazon Pay. Amazon Pay does not add transaction fees, membership fees, currency conversion fees, foreign transaction fees, or any other fees. Your card issuer, however, may add a foreign transaction fee if your card was issued in a country different from the site on which you are shopping, as well as any other fees described in the terms and conditions for your card.

Paypal

If someone wants to give you money you should figure out a way to accept it!

Technology

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features on Duradero.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on the Logout link at the top of the page.

For more information about how we use cookies, See Our Privacy Policy.

Please double check the credit card number and expiration date on your card. Also, please be aware that Duradero.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payment..

About

With your Duradero.com account, you will have access to the following information:
Your Account Information
Your Order History
Process a Return
Your Wish List
Your Email Subscriptions
Your Coupons and Gift Cards

Three Quick and Easy Solutions - We're Here to Help You!
Call the Duradero Customer Loyalty Team (DCLT): DCLT is here for you 24 hours a day - 365 days a year.1-(925) 304-3540
Email the DCLT: DCLT looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email cs@Duradero.com to send our Customer Loyalty Team an email.

Connect With Live Help: Ask your question right now with a member of the Duradero Customer Loyalty Team. Go Ahead - Start a Conversation With Now by visiting our Contact Page
Para asistencia en español por favor escribanos a espanol@Duradero.com. Haga clic aquí para Preguntas Frecuentes en Español.