FAQs

  • Are the items you sell authentic?
  • Why some of the items come without original box?
  • Why do some items have a mark on the inside label?
  • Do you offer international shipping?
  • Do you combine shipping?
  • What is Route+ Package Protection?
    1. Are the items you sell authentic?

      Yes, all boots we are selling are 100% authentic and purchased from official factory Deckers outlet (UGG parental company). Proof is available upon request.

      Why some of the items come without original box?

      All our boots come from official factory Deckers outlet (UGG parental company) and are sold as is. Deckers outlet oftentimes does not provide original boxes to prevent unauthorized returns to UGG retail stores.

      Why do some items have a mark on the inside label?

      All boots we are selling come from Deckers Outlet and red or black markings on inside labels may be used to prevent returns to retail stores.

      Do you offer international shipping?

      Yes, we ship worldwide. Please, see Shipping for details.

      Do you combine shipping?

      Yes, we do. Please, see Shipping for details.

      What is Route+ Package Protection?

      Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

      Purchased Route+ and need to file a claim? File here.

      Where is my order?

      Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

      What if my order never arrives or is stolen?

      To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

      What if my order is damaged?

      To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

      If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at help@mcozyboots.com and we will be happy to work with you to remedy the situation.

      What do I get when I insure my order with Route+?

      Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

      What are Route’s terms and conditions?

      Route’s terms and conditions are listed here.

      How do I file a claim for my lost, stolen or damaged order?

      If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/. Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

      Does Route+ cover stolen items?

      Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

      Is Route a licensed insurance company?

      Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.