Welcome to StepActive Shop! Below, you’ll find answers to some of the most common questions about our products, services, and policies. If you have any additional questions, feel free to reach out to our customer support team at [email protected].
Product Questions
1. What types of footwear do you offer?
We offer a wide range of footwear for men, women, and kids, including casual shoes, court shoes, running shoes, hiking and trail shoes, sandals, winter boots, and work & safety boots. We also provide insoles and accessories to complement your footwear.
2. Are your products suitable for outdoor activities?
Yes, we have a variety of footwear designed specifically for outdoor activities, such as hiking and trail shoes, running shoes, and winter boots. These products are crafted to provide comfort, durability, and support for your adventures.
3. Do you offer footwear for kids?
Absolutely! We have a dedicated section for kids’ footwear, including casual shoes, court shoes, sandals, winter boots, and more. Our kids’ footwear is designed to be both stylish and functional, ensuring your little ones are comfortable and protected.
Shipping & Delivery
1. What are your shipping options?
We offer two shipping options: Standard Shipping and Free Shipping. Standard Shipping costs $12.95 and uses DHL or FedEx, with delivery within 10-15 business days after dispatch. Free Shipping is available for orders over $50 and uses EMS, with delivery within 15-25 business days after dispatch.
2. How long does it take to process my order?
We process orders within 1-2 business days. Once your order is dispatched, you will receive a tracking number via email to monitor the progress of your shipment.
3. Do you ship internationally?
Yes, we ship worldwide! However, delivery times may vary slightly depending on your location, especially in remote areas. Please note that we do not ship to certain parts of Asia and remote regions.
Returns & Exchanges
1. What is your return policy?
We want you to be completely satisfied with your purchase. If you need to return or exchange an item, you have 15 days from the date of receipt to do so. Please ensure the items are in their original condition and packaging.
2. How do I initiate a return or exchange?
To initiate a return or exchange, please contact our customer support team at [email protected]. They will guide you through the process and provide you with the necessary instructions.
3. Will I receive a refund for the shipping cost?
If you are returning an item due to a defect or an error on our part, we will refund the shipping cost. However, if you are returning an item for any other reason, the shipping cost will not be refunded.
Payment & Account
1. What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal. All transactions are secure and encrypted to protect your information.
2. Can I create an account on your website?
Yes, you can create an account on our website to track your orders, save your shipping information, and receive exclusive offers. Simply click on the “Sign Up” button at the top of the page to get started.
3. How do I update my account information?
You can update your account information by logging into your account and navigating to the “Account Settings” section. From there, you can update your personal details, shipping address, and payment information.
Customer Support
1. How can I contact customer support?
You can reach our customer support team via email at [email protected]. We are here to assist you with any questions or concerns regarding your order.
2. What are your customer support hours?
Our customer support team is available Monday through Friday, from 9:00 AM to 5:00 PM (PST). We strive to respond to all inquiries within 24 hours.
Thank you for choosing StepActive Shop! We are committed to providing you with a seamless shopping experience, from the moment you place your order to the moment it arrives at your door. Step confidently into your next adventure with us!