At StepZone, we’re dedicated to ensuring your complete satisfaction with every pair of premium footwear. Our straightforward shipping and returns process is designed with your convenience in mind.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
1 Standard Shipping – $12.95
Your order will be shipped via DHL or FedEx with delivery in 10-15 business days after shipment.
2 Free Shipping
Available for orders over $50, shipped via EMS with delivery in 15-25 business days after shipment.
Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship globally, excluding Asia and some remote areas.
Returns & Exchanges Policy
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
1 Initiate 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.
2 Wait for Authorization
Our team will review your request and provide return authorization and instructions within 1-2 business days.
3 Package Your Items
Securely package the items in their original box, including all tags and documentation. We recommend using a trackable shipping service.
4 Ship to Our Facility
Send your return to our Canadian headquarters:
StepZone Returns
3839 St Jean Baptiste St
Les Escoumins, CA G0T 1K0
Canada
5 Processing
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.
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 shipping, returns or exchanges.
Email: [email protected]
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.