Our Commitment to Your Satisfaction
At StepZone, we’re dedicated to ensuring your complete satisfaction with every pair of premium footwear, whether you’re hitting the golf course, enjoying a morning run, or simply embracing casual comfort. Just as we craft our shoes with precision and care, we’ve designed a straightforward returns and exchanges process that respects your time and meets your needs.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to ensure your StepZone footwear fits perfectly and meets your performance expectations.
Return Conditions
To be eligible for a return or exchange, your item must meet the following conditions:
- Items must be in original, unworn condition
- Original packaging and tags must be intact
- Proof of purchase (order number) must be provided
- All original accessories and documentation included
Non-Returnable Items
Based on our product categories and commitment to safety and hygiene, the following items cannot be returned:
- Safety Footwear that shows signs of wear or has been used in work environments
- Any footwear with removed or damaged safety tags
- Customized or personalized items
Return & Exchange Process
1Initiate Your Return/Exchange
Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
2Wait for Authorization
Our team will review your request and provide return authorization and instructions within 1-2 business days.
3Package Your Items
Securely package the items in their original box, including all tags and documentation. We recommend using a trackable shipping service.
4Ship to Our Facility
Send your return to our Canadian headquarters:
3839 St Jean Baptiste St
Les Escoumins, CA G0T 1K0
Canada
5Processing
Once we receive your return, we’ll inspect the items and process your refund or exchange within 3-5 business days.
Refund Information
Refund Timeline: Refunds are processed within 3-5 business days after we receive and inspect your return. The timing of when you’ll see the refund in your account depends on your payment method and financial institution:
- Credit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the standard shipping cost for your replacement items.
Return & Exchange Request Template
Copy and paste the template below into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear StepZone Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product(s) for Return/Exchange: [Product Name(s) and Size(s)]
Reason for Return/Exchange:
[Please specify: Size Issue, Defect, Wrong Item Received, Style Preference, etc.]Preferred Resolution:
[Refund / Exchange for [Product Name and Size]]Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number – Optional]
I confirm that the items are in original condition with all tags attached and packaging intact.
Thank you for your assistance,
[Your Name]International Returns
As we serve customers globally (excluding Asia and some remote areas), international returns are accepted. Customers are responsible for return shipping costs unless the return is due to our error. Please ensure you mark the package as “Returned Goods” to avoid customs fees.
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges. Contact us at:
Response Time: 1-2 business days
Hours: Monday-Friday, 9:00 AM – 5:00 PM EST
At StepZone, we’re committed to ensuring your satisfaction with both our premium footwear and your shopping experience. Thank you for trusting us with your footwear needs.