Frequently Asked Questions

At StepZ, our shipping process includes three steps:

Step 1: Order Processing– On average, it takes 2 business days for us to process your order (including quality-check) before moving to fulfillment.

Step 2: Order Fulfillment – Once order is processed, we package your order and hand it off to one of our trusted carriers. You’ll receive tracking details via email at this stage.

Step 3: Delivery – Delivery times depend on the shipping method you select

  • Express: 3-5 business days, with real-time tracking and the option to change the address within 24 hours of placing the order.
  • Premium: 4-7 business days, real-time tracking, and address change available within 24 hours.
  • Standard: 8-12 business days, tracking available (not real-time), and no address change option.

We currently only ship within United States and Canada. However, we are working on expanding our shipping to other countries soon, so stay tuned!

Yes, you can cancel your order within 24 hours of placing it. If you need to cancel, please contact us immediately at support@stepzshop.com. After the 24-hour window, your order will have entered production and cannot be canceled.

We are partnered with trusted carriers such as DHL, UPS, FedEx, United States Postal Service, and SF Express to deliver your sneakers safely and on time.

Once your order is fulfilled and shipped, you will receive an email with tracking information. All shipments come with tracking details, though real-time tracking is only available with our Express and Premium shipping options.

We offer a 30-day return policy. You can request a return within 30 days of receiving your order, as long as the sneakers are in their original condition—unworn, with tags, and in their original packaging. Please note that return shipping costs are the responsibility of the customer.

To start a return, email us at support@stepzshop.com. We will provide further instructions and a return shipping address once your return is accepted. Be sure to contact us first, as returns sent without prior approval will not be accepted.

Yes! We offer free size exchanges within 30 days of purchase. Simply reach out to us at support@stepzshop.com to begin the exchange process.

Please inspect your order upon delivery. If your item is defective, damaged, or you received the wrong product, contact us right away at support@stepzshop.com. We will work quickly to resolve any issues.

Once we’ve received and inspected your returned item, we’ll notify you if your refund is approved. Approved refunds will be processed to your original payment method within 10 business days. If it’s been more than 15 business days since we approved your refund and you haven’t received it, please contact us at support@stepzshop.com.

The customer is responsible for the cost of return shipping, which typically ranges from $5-$15 USD depending on your location.

You can change your shipping address within 24 hours of placing your order for Express and Premium shipping options. Unfortunately, Standard shipping orders cannot accommodate address changes.