About Us | Store Policy | Privacy Policy

Q.  Do I wear your rain boots with or without shoes?

A.  All of our rain boots are made to be worn without shoes.

Q.  Why do you also refer to your rain boots as ‘wellies’?

A.  There are a lot of different terms used to refer to rain boots. Galoshes, wellies (not to be confused with the actual Wellington brand) and gun boots are just a few ways people refer to rain boots.

Q.  Do you ship internationally?

A.  Yes, we will ship anywhere in the world! We normally ship all international orders via global air mail parcel post.

Q.  How quickly does my order get processed after I place it?

A.  We do our best to process orders within 24 to 36 hours upon receipt. Sometimes, it may take us longer. If it takes us longer than 36 hours, normally it is because we are waiting on a payment, or maybe a product. If this is the case, we will do our best to contact you.

Q.  Why do I have to pay additional fees to my postal carrier before they will deliver my (international) order from you?
A.  All countries assess and collect their own duty and taxes on all items 'imported' from outside that country. This is not additional shipping charges but is something DLL Rainwear has no control over. We ship most if not all international packages using our postal service to help customers save in shipping and brokerage fees. UPS and other such companies add on extra fees to assist parcels get through customs and these fees plus duty/tax fess can add up to a lot.

Q. Why is my (international) package taking so long to arrive?
A. Quite often, packages get caught up in customs especially closer to the holiday season. Once in customs, the package has to work its way through the process which can take from days to weeks. If a package is sent via regular air mail, the postal service can't provide updates while it is in customs. There is no way to speed up this process unless you initially choose UPS as your shipping carrier. They will help move the package through customs more quickly but they also charge a brokerage fee for this service which, combined with the duty and taxes, can be quite expensive.

Q.  What does it mean when you say ‘process’ an order?

A.  That means printing an invoice or packing slip, pulling your items, creating a shipping label and readying it for shipment via UPS or USPS.

Q.  Do you sell rain wear wholesale?

A.  The only items we sell wholesale are items labeled “DLL”. For example, our DLL Black and White Floral Rain Boots.

Q.  What is your return policy?

A.  We are happy to refund or exchange any item as long as it is in new and resalable condition. No items will be accepted that has been worn outside. Shipping fees are not refundable. If you need to return anything for a refund or exchange, please be sure to obtain an RMA # prior to shipping anything back to us. Please email us at info@dllrainwear.com or call us at 831-621-1732 to get the RMA process started.

Q.  What is an RMA #?

A.  It stands for Return Material Authorization Number. This is a number that we assign to a specific person’s return item. This enables us to quickly process your return since that RMA # is directly linked to you.

Q.  What kind of information do you need from me to open a RMA?

A.  I’m glad you asked. The main information we need is:

• Your name

• Email address

• Phone number

• Description and size of item(s) being sent back

• Whether you want a refund or exchange

• If you want to exchange, the size and description of the item you would like as well as a check made out to DLL Rainwear for $8 for return shipping

• An order number (if ordered from our website or Amazon.com) or your EBay ID

Q.   What happens if I send something back without an RMA #?

A.  Returning products without an RMA # may result in a delay or our inability to properly process you refund or exchange. Quite often, customers forget to include pertinent information with their returns which is why we recently begun using the RMA process.

Q.   Why don’t you pay for shipping of exchanges?

A.  DLL Rainwear is a small company and some day we hope to be able to pay for shipping of exchanges. But right now we ask that our customers pay for return shipping for exchanges.

Q.   Why don’t you answer your phone?

A.  Our phone is located in our warehouse and the people who work there are busy pulling and shipping your orders. Our voice mails are monitored daily by our customer service associate who will call you back as quickly as possible. Please note that we are located in California so if you are on the East Coast, we may not call you back until the following day to avoid disturbing your dinner or waking you up!

Q.   Why are all of the boots sized differently?

A.  Many of the rain boots are made by different manufactures, each whom have different measurements for their boots. Also, the style of boot contributes to the measurement and fit of the boot. For example, the cowboy style boots run smaller and narrower that the standard rain boot.

Q.   Do you have measurements of your boots online?

A.  Yes, finally! We have measured most of our popular boots and have listed them on the pages with the large pictures of each boot.

Q.   What type of lining do your rain boots have?

A.  This information is also included with the measurement information. But, most of the boots have a thin cotton lining that promoted moisture absorbency. A few styles have a fleece lining while a few others have a micro-fleece lining. The lining information is also listed online with the boot measurements.

Q.   When you say a boot runs a full size big, what does that mean?

A.  Full size big means that a size 8 rain boots is actually a size 9 in ‘normal’ shoes. So if you normally wear a 9 shoe, order an 8 in a rain boot that is listed as a full size big. ON the other hand, if a boot is described as a full size small, order a size larger than you normally wear. True to size means that a 9 rain boot is the same as a 9 in a regular shoe.

Q.   I wear a half size. Should I order up or down in size?

A.  That really depends upon the boot. The best thing to do is email or call us and we can help you choose the best size for you.

Q.   You helped me choose a boot size and they don’t fit right. Now what?

A.  Everyone’s feet are different and we can only guide you in picking the correct size. Some boots are narrower, some wider, some taller, some shorter. Since each person’s body, including their feet, are built differently, we can’t be 100% sure the size we assist you in choosing will fit perfectly. That is one of the reasons we have posted measurements for many of our boots online, to assist in determining the right boot for you. But, you are more than welcome to return or exchange your boots.

Q.   Is there something I should do to prolong the life of my rain boots?

A.  Actually, yes! Never leave your boots in the sun or anyplace that is exceptionally warm, especially near heaters and radiators. Both of these things will cause the rubber to dry out and crack. And for those of you with kids that wear their rain boots daily, just know that they will wear out much more quickly as they are receiving some serious use. J

Q.   Why are some boots in shoe boxes and others are in plastic bags?

A.  That is how we get them from the manufacturer.

Q.   Can you explain Child versus Youth sizing?

A.  Sure. Child and Youth sizes are listed altogether. The Child sizes normally run from size 5 through 13 and then Youth sizes start at size 1 through size 4.  A Youth size 3 is also basically equal to a Women’s size 5, a Youth 4 to a Women’s 6, although the Youth sizes are a bit more narrow and shorter.

Q.   How can I tell what size I would wear in US size shoes?

A.  Here is a great shoe size conversion chart.

Q.   Can I count on the delivery date listed for the pre-order boots?

A.  We do our best to estimate the ship dates on pre-orders but sometimes, the manufacturer pushes out their delivery date to us which affects our ship date to our customers. Sometimes they come in on time, sometimes they are delayed one or more times. Once we receive a pre-order boot in stock, we ship them out within 24 hours of receipt.

Q.   What is a pre-order boot anyway?

A.  These are boots we are selling in advance of actually having them in stock.

Q.   How can I pay for my order?

A.  We accept MasterCard, Visa, PayPal, personal check or money order. All checks must clear the bank prior to order shipment.

Q.   Where do I send my check or money order?

A.  Send it to: DLL Rainwear 56 Old El Pueblo Rd. Scotts Valley, CA 95066

Q.   I need to ask someone a question. How do I get in touch with you?

A.  You can email us at: info@dllrainwear.com or call us at 831-621-1732

Q.   Can I phone in an order?

A.  Sure. Give us a call at 831-621-1732, leave a message that you want to place a phone order and our Customer Service Associate will return your call.

Q.   Are you a 24/7 operation?

A.  No, not really. We can accept orders 24/7 but if you have a customer service issue, it may or may not be answered late Friday or over the weekend.

Q.   Why doesn’t the color of some of your products on your website look exactly like the color of the actual product?

A.  Unfortunately, sometimes the pictures we take or receive from the manufacturers alter the actual color of the products. There is nothing we can really do to remedy that but we do our best to provide accurate pictures.

Q.   I ordered something online and now you say you don’t have it in stock. Why?

A.  We do our best not to list products we no longer have in stock. But, we get so many orders each day that there are times when we suddenly sell out of something and are unable to remove it from the site before someone else orders it. If you do order something that is out of stock, we will contact you and do our best to find something else that will work for you or we will refund your money.

Q.   Why don’t you have size 5, 11 or half sizes in all of your boots?

A.  That is an individual manufacturer decision. Most rain boots only come in whole sizes and many also only come in size 6 through 10. We are continually telling our manufacturers that we have customers that need smaller and larger sizes! If you are looking for small or larger sizes and need assistance, we probably have something that will work for you.  If you need help, contact our Customer Service Associate.

Q.   What happens if I need to make a change to an order?

A.  If you need to change something about your order, do it as quickly after placing the order. as possible. We do our best to process orders within 24-36 hours and if you wait much longer, odds are, it will have already been shipped.

Q.   Is DLL Rainwear the same as Diane’s Little Lambs and Rain Gear?

A.  Yes. DLL actually stands for Diane’s Little Lambs. We recently changed our name to better reflect our sole focus on rainwear products.

Q.   Can I special order rain boots in a specific style or size?

A.  Sorry, no. Those boots would probably cost you thousands of dollars! We have to commit to buying hundreds of pairs of one style of boot before the manufacturer will consider making them for us.

Q.   How long will it take for my order to get to me if I choose UPS Ground?

A.  It really depends on your location relative to us but on average, 1 to 7 business days. Please check our Customer Service page map that gives this information.

Q.   I received my boots in an already used shipping box. Why is that?

A.  We try to make use of all the boxes we have and recycle, recycle, recycle.

Q.   What other methods of shipping do you offer?

A.  UPS Ground is our standard but we can also ship your boots via any other UPS method, such as Next Day, Next Day Air Saver, 2^nd Day Air and 3 Day Select. We also offer USPS Priority Mail and Express Mail. Often, these options are less expensive and just as fast as UPS.

Q.   My order was shipping via the United States Postal Service. Why can’t I track my package on their site?

A.  They say you can track packages but they don’t scan all their parcels at each hub like UPS does so they don’t offer true package tracking. Your package may not even show up as shipped on the USPS website until it is actually delivered.

Q.   Do you have any retail locations?

A.  Nope. We are an online store only and have no plans to open any physical stores.

Q.   Do you have a catalog you can send me?

A.  Sorry, we don’t have a physical catalog either. We add and delete products so quickly, that it doesn’t make sense for us to have a catalog.

Q.   I am looking for adult rain boots, rain jacket and umbrellas that match. Do you have those?

A.  Most of our matching sets are for children only. We have told our manufacturers that many adults would like matching sets….maybe someday they’ll listen to us!

Q.   I need really good arch support. Do any of your boots provide that?

A.  Most rain boots don’t offer any arch support. Our recommendation is to insert your own support insoles into your boots.

Q.   My rain boots really smell like rubber. How can I minimize this odor?

A.  We normally suggest spraying the insides of the boots with Febreeze ™ and letting them air dry out of direct sunlight and away from heat sources.

Q.   I have sent you a number of emails and no one is answering me. Why!?

A.  If you are emailing us, we are emailing you back. Check your Junk or SPAM folders. Those seem to love our emails! If one of our emails has been blocked by your SPAM filter, no other email will be able to get through. If none of your emails are being answered, try giving us a call. Honestly, we’re not ignoring you!!

Q.   How quickly do you respond to email inquiries?

A.  We normally respond to emails within 24 hours of receipt Monday through Friday and do try to check them over the weekends as well. If you send something after business hours Friday or during the weekend, you may not get a response until Monday.

Q.   I ordered a great pair of boots from you awhile ago but now can’t find them on your site. Why is that?

A.  It is very possible that the style you are looking for has been discontinued. Manufacturers often discontinue certain styles after awhile, especially if they have a new boot that is similar or if the style isn’t a big seller.

Q.   How long has DLL Rainwear been in business?

A.  We have been selling rain gear online for about 5 years. Our business started out slow and thanks to all of our great customers, we are growing by leaps and bounds!

Q.   Where is Scotts Valley, California?

A.  It is a small town just to the northwest of Santa Cruz and about 70 miles south of San Francisco.

Any other questions? Feel free to email or call us anytime and ask!

 info@dllrainwear.com   or 831-621-1732

Thank you so very much for your business!

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