Last updated: June 13, 2026
This FAQ answers the most common questions customers ask. If your question is not answered here, please email info@stevemaddenn.vip.
Section 1: Ordering and Accounts
Q: Do I need to create an account to place an order?
A: No. You can check out as a guest without creating an account. However, creating an account allows you to save your shipping address for future orders and view your order history.
Q: How do I know if my order went through?
A: After you complete checkout, you will see an order confirmation page. You will also receive an order confirmation email within fifteen minutes. If you do not receive the email, check your spam folder. If it is not there, email us with your name and the date you placed the order.
Q: Can I change or cancel my order after I submit it?
A: We begin processing orders very quickly. You may request a change or cancellation within one hour of placing the order by emailing info@stevemaddenn.vip. After one hour, we cannot guarantee that we can make changes. If we are able to cancel before processing, we will issue a full refund. If the order has already been processed, you will need to follow our return process.
Q: Why was my order canceled?
A: Orders may be canceled for several reasons: the item is out of stock, your payment was declined, your shipping address could not be verified, or we detected potential fraud. If we cancel your order after payment was collected, you will receive a full refund within three business days.
Section 2: Payment and Billing
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept American Express, Discover, bank transfers, checks, money orders, or any other payment method.
Q: Is it safe to enter my credit card information on this website?
A: Yes. We use SSL encryption to protect all data between your browser and our server. We do not store your full credit card number. Payments are processed by PCI-compliant payment gateways.
Q: Why was my payment declined?
A: Common reasons include: incorrect card number, expiration date, or CVV; insufficient funds; your bank‘s fraud prevention block; or an expired card. We cannot see the specific reason from our end. You need to contact your bank or card issuer.
Q: In what currency will I be charged?
A: All prices are in United States Dollars (USD). If you pay with a non-USD card, your bank will convert the amount using their exchange rate.
Q: Will I see any hidden fees at checkout?
A: No. The total amount shown at checkout is the final amount you pay. We do not add processing fees, service fees, or any other surcharges.
Section 3: Shipping and Delivery
Q: Do you offer free shipping?
A: Yes. Every order ships for free to Canada and the contiguous United States. There is no minimum purchase amount.
Q: Do you ship to my country?
A: We only ship to Canada and the contiguous United States. We do not ship to Alaska, Hawaii, any US territories, or any country outside North America.
Q: How long does delivery take?
A: After your order is processed (1–2 business days), delivery takes 4–7 business days. Remote areas may take 2–3 business days longer.
Q: How do I track my order?
A: When your order ships, you will receive a shipping confirmation email. That email contains a tracking number and a link to the carrier‘s tracking page.
Q: Which shipping carrier will deliver my package?
A: We randomly assign a carrier based on your location and package details. Carriers may include Canada Post, USPS, UPS, or regional couriers. The carrier name appears in your shipping confirmation email.
Q: My tracking says “delivered” but I did not receive the package. What do I do?
A: First, check with household members and neighbors. Wait two business days (carriers sometimes mark delivered early). Then contact the carrier directly. If the carrier confirms delivery but you still do not have the package, email us within five business days of the delivery date.
Q: Can I change my shipping address after I place an order?
A: No. We cannot modify addresses after an order is submitted. Please double-check your address at checkout.
Section 4: Returns and Refunds
Q: What is your return policy?
A: You have 30 calendar days from delivery to request a return. Items must be unused, in original packaging, and returned due to a quality issue (manufacturer defect or transit damage). We do not accept returns for change of mind or fit preference.
Q: What counts as a quality issue?
A: Quality issues include broken zippers, loose stitching, detached soles, stains present upon opening, damaged packaging that damaged the product, and missing parts. Quality issues do not include normal wear, color variation, or sizing preferences.
Q: How do I start a return?
A: Email info@stevemaddenn.vip with your order number and clear photos showing the quality issue. Use the subject line “RETURN – [your order number]”. We will respond within one business day.
Q: Do I pay for return shipping?
A: No. For approved quality-issue returns, we provide a free prepaid return shipping label.
Q: Is there a restocking fee?
A: No. There is no restocking fee for any return.
Q: How long does a refund take?
A: After we receive your return, we inspect it within 1–2 business days. Once approved, we issue the refund immediately. Your bank may take an additional 7–10 business days to show the credit in your account.
Q: Can I exchange an item for a different size or color?
A: No. We do not offer exchanges. Please return the original item (if eligible) and place a new order.
Q: Will I get a refund for the original shipping cost?
A: Shipping was free, so there is no shipping cost to refund.
Section 5: Customer Service
Q: How do I contact customer service?
A: Email is best: info@stevemaddenn.vip. You can also call +1 (519) 980-8628 during service hours (Monday–Friday, 9 AM – 6 PM ET).
Q: How quickly do you respond to emails?
A: We respond to all emails within one business day. Most emails receive a response within four hours during business hours.
Q: What should I include in my email to get a faster response?
A: Include your order number (if you have one), the email address you used for the order, and a clear description of your issue. For returns, include photos. Use the correct subject line prefix.
Q: What are your customer service hours?
A: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. We are closed on weekends and major holidays.
Q: Do you have a physical store where I can visit or pick up orders?
A: No. We operate entirely online. Our physical address is for returns and correspondence only, not for public visits.
Section 6: Privacy and Security
Q: Do you sell my personal information?
A: No. We do not sell, rent, or trade your personal information to anyone.
Q: How do I unsubscribe from marketing emails?
A: Click the “unsubscribe” link at the bottom of any marketing email you receive from us. You will be removed from our mailing list within 48 hours.
Q: Is my credit card information stored on your website?
A: No. We do not store your full credit card number. Your card information is sent directly to our payment processor. We only store the last four digits and card type for reference.
Section 7: Policies and Legal
Q: Where can I read your full policies?
A: All policies (Shipping, Return, Terms of Service, Privacy, Payment, Contact, About Us, and this FAQ) are linked in the footer of every page on this website.
Q: Can your policies change?
A: Yes. We may update policies from time to time. The “Last updated” date at the top of each policy page shows when the most recent changes were made.
Q: What law applies if there is a dispute?
A: These policies are governed by the laws of Ontario, Canada. Any legal dispute would be handled in Windsor, Ontario.
Section 8: Quick Reference Summary
| Question | Answer |
|---|---|
| Free shipping? | Yes, to Canada and contiguous US |
| International shipping? | No |
| Return window? | 30 calendar days from delivery |
| Return reason allowed? | Quality issues only (not change of mind) |
| Return shipping cost? | Free (prepaid label provided) |
| Restocking fee? | No |
| Refund timeline? | 7–10 business days after approval |
| Payment methods? | Visa, MasterCard, PayPal |
| Customer service email? | info@stevemaddenn.vip |
| Customer service phone? | +1 (519) 980-8628 |
| Service hours? | Mon–Fri, 9 AM – 6 PM ET |
Still have questions?
If you cannot find the answer to your question in this FAQ, please email us at info@stevemaddenn.vip. Include as much detail as possible about your question, and we will respond within one business day.