I have been trying to reach Merrell about an online order for an entire month; I have waited on hold 3x for more than half an hour, I've tried contacting them via email and also via live chat, all to no avail. I finally took the risk of returning the shoes but received no tracking information from Merrell and haven't yet seen a response to any of my requests. As a result, I will not be ordering from Merrell again. User's recommendation: Definitely do not use Merrell online.