Free Shipping & Returns

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.

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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 UPS 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: No. Enjoy no sales tax on every U.S. order (with the exception of orders shipping to New York State). Spring Step pays all applicable sales tax for you. (Exceptions include: Florida).

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 UPS website. For further assistance, contact springstepshoes.com Customer Assistance toll-free at 1-877-444-6703.

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

A: A Customer Assistance associate will be happy to assist you. Contact springstepshoes.com Customer Assistance toll-free at 1-877-444-6703.

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 regular-priced items 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 springstepshoes.com Customer Assistance toll-free at 1-877-444-6703 or send an email to service@springstepshoes.com with the specific promotion or discount and the order will be reviewed. Applicable discounts will be applied once the order has been shipped.

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 Shoebuy 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