I ordered a pair of clogs for my son - a short time after I placed the order - I found out that I ordered the wrong size. I called right away and the person that answered the phone couldn't have been more helpful. He was very personable and understanding and we soon determined that the best course of action was to let them ship (the order was already in the warehouse) and make our decision when we received them. Sure enough - they were a bit short as well as too narrow. My son made his choice and we sent them back (with the enclosed pre-paid label) and a week and a half later got his boots. He has already hiked in the snow up a steep hill. He LOVES them. Extremely comfortable - wide enough (he ordered wide width) - "tread like snow tires" and warm. He couldn't be happier with them. We've both been a fan of the Merrell brand for years now and have never been disappointed. This was the first time that I've ever ordered shoes on-line and I have to say that the whole experience was more than satisfactory. They were absolutely wonderful to deal with and the product itself is tops. Not even one little complaint here.