Frequently Asked Questions

Q: CAN I ORDER OVER THE PHONE?

A: Yes. If you would like to order by phone, a Customer Assistance associate will assist you to complete your purchase. Please call springstepshoes.com Customer Assistance toll-free at 1-877-444-6703. Back to Top | Back to Homepage

Q: WHAT FORMS OF PAYMENT DO YOU ACCEPT?

A: To see a complete list of payment options accepted on the SpringStepShoes.com website, click here.

Q: HOW CAN I CHECK THE STATUS OF MY ORDER?

A: You can check the status of your order by pressing the link under "Track the status of your order" in your order confirmation email.

Q: HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

A: As a general rule, processing time plus shipping time equals total delivery time. Processing time typically ranges from 1-3 days. Processing time includes receiving your order and packing the item for shipping. After processing is complete and shipping begins, shipping time is the carrier transit time from our warehouse(s) to your shipping address. Allow 3-10 business days for receipt within the United States. Receipt of international orders takes 5-14 business days.

Q: WILL YOU CHARGE SALES TAX ON MY ORDER?

A: Yes, tax may apply in some states 

Q: WHAT IS YOUR RETURN POLICY?

A: To see our Return/Exchange Policy and instructions for making a return or an exchange, click here.

Q: WHY CAN'T I PRINT MY RETURN LABEL?

A: If you are experiencing difficulty printing your return label, we are happy to assist you. Contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703. 

Q: I DIDN'T RECEIVE AN ORDER CONFIRMATION OR SHIPMENT NOTIFICATION BY EMAIL. HOW CAN I GET ANOTHER COPY?

A: If you do not have your order confirmation number and did not receive a copy of your order confirmation or shipment notification, contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703. 

Q: WHY DOESN'T THE TRACKING NUMBER WORK?

A: It may take 24 hours before tracking information appears on the FedEx website. For further assistance, contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703.

Q: FEDEX SAYS MY ORDER WAS DELIVERED BUT I DID NOT RECEIVE IT. WHAT CAN I DO?

A: Please contact a Customer Assistance associate within 5 business days of your package being delivered and someone will be happy to assist you. Please note, if you do not have Spring Step Shoes Shipping insurance, Spring Step Shoes is no longer liable for lost, damaged, or stolen items.

Q: HOW CAN I CANCEL MY ORDER?

A: Orders can not be canceled once they have been submitted.

Q: HOW CAN I CHANGE MY ORDER?

A: Contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703 as soon as possible after placing your order. Please note that changes to your order can only be made during processing phase. Once the order is shipped, it cannot be changed.

Q: WHEN CAN I USE A PROMOTIONAL CODE?

A: If you have a promotional code to use, please use the code for products with a regular price only. Please note that our promotional codes do not apply to previously marked-down 'SALE' items. You may not use more than one promo code on a purchase.

Q: HOW CAN I GET A DISCOUNT THAT WASN'T APPLIED TO MY ORDER?

A: Please contact customer service via phone 1(877) 444-6703 or email: service@springstepshoes.com for the following scenarios:

  1. If a promotion is running and you simply forgot to apply the code, and the purchase was made within the promotion time frame, you are entitled to a refund amount back to the original payment method.
  2. If an order was placed earlier in the month and you want to benefit from the discount and are still within the 30 day return window, we will provide a store credit in the form of a gift card.

Q: HOW ARE BOGO DISCOUNTS APPLIED?

A: If you have a BOGO promotional code to use, please note, the discount is applied to the item of lesser value.

Q: HOW DO I RETURN A DEFECTIVE ITEM?

A: If you have an item that you believe is defective, please email in an image of your shoe from several different angles to service@springstepshoes.com. Our customer service team will review it and provide instructions with the next steps. Please note, defective items returned after our 30 return window will be subject to a gift card in the amount paid.

Q: WHY WON'T MY ORDER GO THROUGH?

A: Below are the most common explanations for an order not going through:

  • If the error message references billing address verification error, this typically indicates that the credit card company or the network they use has coded a different billing address than you provided. If you moved within the past 6-9 months, you may want to enter the old billing address and try again. Please note you may want to contact your credit card (or bank) first as each attempt will place a hold on the funds being attempted for pre-authorization.
  • If the error message references the order is being refused, please contact your credit card company (or bank) to determine their reason for the refusal.
  • If you experience an error after checking out of the shopping cart, but before entering any other information, this typically indicates that your computer is not set to accept cookies. You can either enable cookies on your computer or contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703 to complete your order over the phone.

Q: WHEN PLACING AN ORDER I GET AN ERROR MESSAGE STATING THAT THERE HAS BEEN AN AUTHORIZATION FAILURE. WHAT WENT WRONG?

A: If you are using a credit card to pay for your purchase, please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, Mastercard, American Express, and Discover for credit card and/or debit card payment. Below are additional explanations for an order not going through:

  • If the error message references billing address verification error, this typically indicates that the credit card company or the network they use has coded a different billing address than you provided. If you moved within the past 6-9 months, you may want to enter the old billing address and try again. Please note you may want to contact your credit card (or bank) first as each attempt will place a hold on the funds being attempted for pre-authorization.
  • If the error message references the order is being refused, please contact your credit card company (or bank) to determine their reason for the refusal.
  • If you experience an error after checking out of the shopping cart, but before entering any other information, this typically indicates that your computer is not set to accept cookies. You can either enable cookies on your computer or contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703 to complete your order over the phone.

Q: WHAT ARE COOKIES? DO I NEED TO ENABLE COOKIES ON MY BROWSER TO SHOP AT SPRINGSTEPSHOES.COM?

A: A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites. You need to enable cookies on your browser to enjoy all the shopping features at springstepshoes.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your springstepshoes.com account information.

Q: HOW CAN I FIND OUT MORE INFORMATION ABOUT A SPECIFIC ITEM THAT IS NOT SHOWN ON THE WEBSITE?

A: Contact SpringStepShoes.com Customer Assistance toll-free at 1-877-444-6703 or send an email to service@springstepshoes.com. A SpringStepShoes.com Customer Assistance associate will be happy to assist you.

Q: DO YOU SHIP TO P.O. BOXES OR MILITARY APO/FPO ADDRESSES?

A: Yes. When entering your shipping information during checkout, click the checkbox where indicated to indicate that the address you entered is a P.O. Box, APO or FPO address. Please note Spring Step can only provide free return shipping for items shipped from a U.S. address.

Q: DO YOU HANDLE BACK ORDERS?

A: No. springstepshoes.com does not handle back orders. If an item is out of stock we will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

Q: WHEN DO YOU CHARGE A CREDIT CARD FOR AN ORDER?

A: SpringStepShoes.com charges a credit card right at purchase.

Q: DO YOU HAVE A CATALOG?

A: Yes. You can view our catalogs online at www.springstepshoes.com/pages/catalogs  

Q: HOW DOES SPRING STEP SHOES SHIPPING INSURANCE WORK TO PROTECT AN ORDER?

What if my order never arrives or is stolen? To protect your order against loss or theft, add Spring Step Shoes package protection at checkout.  When you add Spring Step Shoes shipping protection, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 1-2 business days.

What if my order is damaged? To protect your order against damage that occurred during shipping, add Spring Step Shoes package protection at checkout. When you add Spring Step Shoes shipping protection at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 1-2 business days.  


What do I get when I insure my order with Spring Step Shoes Shipping Protection? We offer a premium package protection for your online orders. When you add Spring Step Shoes shipping protection at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

How do I file a claim for my lost, stolen or damaged order? If you insured your order with Spring Step Shoes Shipping Protection at checkout, you can file a claim here: File ClaimNote: Make sure to have the Order ID we sent you ready to use with the claim form. 

Does Spring Step Shoes Shipping Protection cover stolen items? Yes! When you insure your orders with our shipping protection, stolen items could be eligible for reorders or refunds.

Is Spring Step Shoes Shipping Protection a licensed insurance company? No. We are not a licensed insurance company. We offer this as an additional option for our customers to ensure added protection in the unfortunate case of a lost, stolen or damaged package.