faq

On November 23rd, we became aware that we were the victim of a cyber incident. We immediately took our systems offline as a precaution, engaged external cybersecurity experts, launched an investigation into this matter and took steps to remediate and secure our systems.

At this time, there is no evidence that any customer data has been accessed or misused. Our website is separate from our internal systems, and so data from online transactions appears to be unaffected. Also, the data gathered through our point-of-sale systems at our retail locations appears to be unaffected.

Out of an abundance of caution we had to temporarily disable a few of our systems and this has caused delays in fulfilling our online orders. This also means that the My Account portion of the website was not visible to customers.

We are doing everything we can to process orders and our team of experts is working around the clock to bring systems back online, as quickly and securely as possible.

We will continue to share further updates as soon as they become available, including on restoration of the affected systems, data, and processes. Thank you for your support and patience while the investigation and recovery activities proceed. We know you have questions. Please see below for an FAQ about this incident and its impact.

  1. Why can’t I locate an item in store?
  2. Our locate in store feature is now available.

FAQ UPDATE - JANUARY 12, 2022
  1. Why can’t I locate an item in store?
  2. Our locate in store feature has been temporarily disabled while we work to bring all of our systems back online, as quickly and securely as possible.

FAQ UPDATE - DECEMBER 23, 2021
  1. When will my order be shipped?
  2. We resumed shipping direct-to-home orders as of December 6, and ship to store orders (placed on or before November 23) as of December 9, and order fulfillment is nearly up-to-date with normal shipping times (shipping 2-3 business days).

    We are currently addressing a small backlog of older orders, and are doing everything we can to get orders out as quickly as possible. Orders are being fulfilled and shipped in order of when they were received.

    Once your order has shipped, you will receive an email with a shipping confirmation, and – if you selected ship to store – a notice when it's ready to be picked up in store.

FAQ UPDATE - DECEMBER 14, 2021
  1. Why isn’t my Bootcard working?
  2. If you purchased a Bootcard online since Nov 23, it has not been activated in our system. Please contact Customer Service to have your Bootcard discount applied to your recent order. Call 1-800-808-2668 or email customerservice@bootlegger.com.

    Once our systems are fully restored, you will be able to apply your Bootcard to any order placed online or in stores and receive 10% off.

FAQ UPDATE - DECEMBER 12, 2021
  1. When will my order be shipped?
  2. We resumed shipping direct-to-home orders as of December 6, and ship to store orders (placed on or before November 23) as of December 9. We are currently addressing the backlog of orders, and are doing everything we can to get orders out as quickly as possible. Orders are being fulfilled and shipped in order of when they were received.

    Once your order has shipped, you will receive an email with a shipping confirmation, and – if you selected ship to store – a notice when it's ready to be picked up in store.

FAQ UPDATE - DECEMBER 6, 2021
  1. When will my order be shipped?
  2. We have resumed shipping orders as of December 6. We are beginning to address the backlog of orders and will do everything we can to get orders out as quickly as possible. Orders are being fulfilled and shipped in order of when they were received.

  3. Can I see my most recent online orders in my order history?
  4. As of Monday, December 6 you are now able to see your complete order history in the My Account portion of the website.

  5. Can I purchase and redeem gift cards?
  6. Yes - gift cards can now be purchased and redeemed, both in store and online.

  7. Why can’t I locate an item in store?
  8. Our locate in store feature has been temporarily disabled while we work to bring all of our systems back online, as quickly and securely as possible.

  9. I am having trouble reaching Customer Service
  10. Due to high call and email volumes, Customer Service is currently experiencing delays and the team is working diligently to respond as quickly as possible. It is currently taking approximately 4 days to respond to calls and emails. If you are verifying the status of your order, please check the My Account portion of the website.

FAQ - CYBER INCIDENT
  1. What happened?
  2. On November 23rd we became aware that we were the victim of a cyber incident.

  3. What have you done about it?
  4. We immediately took our systems offline as a precaution, engaged external cybersecurity experts, launched an investigation into this matter and took steps to remediate and secure our systems.

  5. What data was impacted?
  6. At this time, there is no evidence that any customer data has been accessed or misused. Our website is separate from our internal systems, and so data from online transactions appears to be unaffected. Also, the data gathered through our point-of-sale systems at our retail locations appears to be unaffected.

  7. Do I need to worry about my personal or financial information?
  8. Based on our investigation to date, there is no evidence that any customer data has been accessed or misused.

  9. What is happening with orders that have been placed?
  10. We are able to confirm that an order has been placed. Until our fulfilment systems are restored, we are not able to ship orders out. We are working around the clock to restore our systems so we can get orders out as soon as possible. We will provide updates as we know more.

  11. I need more information. Who can I speak to about this?
  12. Please contact our customer service team at 1-800-808-2668 for more information. Please note that visibility into our system is currently limited and we are only able to confirm that orders have been received at this time. We thank you for your support and patience while our recovery activities continue.

  13. When will orders be shipped?
  14. Once our systems are back up, we will begin to address the backlog of orders and will do everything we can to get orders out as quickly as possible. We anticipate being able to start shipping orders on Monday, December 6 with the expectation to return to normal processing times by the week of December 13.