Frequently Asked Questions
Last updated: June 08, 2026
Below are answers to the most common customer questions. If your question is not answered here, please email us at info@stevemaddenn.vip
Ordering & Account
Q: Do I need to create an account to place an order?
A: No. You can check out as a guest. However, creating an account allows you to save your address and view order history.
Q: Can I change or cancel my order after placing it?
A: We begin processing orders quickly. You may request a change or cancellation within 1 hour of placing the order by emailing info@stevemaddenn.vip. After 1 hour, we cannot guarantee any changes.
Q: What happens if an item is out of stock after I order?
A: If an item becomes unavailable after you place your order, we will email you within 1 business day and offer you a full refund for that item or a replacement option.
Q: Do you charge sales tax?
A: Sales tax is calculated based on your shipping address and will be displayed at checkout before you complete your payment.
Shipping & Delivery
Q: Do you offer free shipping?
A: Yes. Every order ships for free to Canada and the contiguous United States. No minimum purchase.
Q: Do you ship to Alaska, Hawaii, or international addresses?
A: No. We only ship to Canada and the contiguous United States. We do not ship to Alaska, Hawaii, US territories, or any country outside North America.
Q: How long does delivery take?
A: After processing (1–2 business days), delivery takes 4–7 business days. Remote areas may take slightly longer.
Q: How do I track my order?
A: You will receive a shipping confirmation email with a tracking number and a link to the carrier’s tracking page.
Q: What carriers do you use?
A: We randomly assign a carrier based on your location. Carriers may include Canada Post, USPS, UPS, or regional couriers.
Q: My tracking shows “delivered” but I did not receive the package. What do I do?
A: First, check with neighbors or anyone else at your address. Then contact the carrier directly. If the carrier confirms delivery but you still cannot locate the package, email us within 2 business days at info@stevemaddenn.vip
Returns & Refunds
Q: Can I return an item if I just don’t like it or it doesn’t fit?
A: No. We only accept returns for verified quality issues (manufacturer defects or damage upon arrival). We do not accept returns for change of mind, fit preference, or color variation.
Q: What counts as a “quality issue”?
A: Examples include:
Broken zipper, stitching that comes apart
Sole separation (for footwear)
Item arrived with stains, tears, or dents
Missing parts or components
Q: How do I start a return?
A: Email info@stevemaddenn.vip with your order number and clear photos showing the quality issue. You will receive a response within 1 business day.
Q: Do I pay for return shipping?
A: No. We provide a free prepaid return shipping label for approved returns.
Q: Is there a restocking fee?
A: No. There is no restocking fee.
Q: How long does a refund take?
A: After we receive your return, we inspect it within 1–2 business days. Once approved, the refund is issued immediately. Your bank may take an additional 7–10 business days to show the credit.
Q: Will I be refunded for the original shipping cost?
A: Since shipping is free for all orders, there is no shipping fee to refund.
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.
Payment & Security
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept Amex, Discover, bank transfers, or checks.
Q: Is it safe to use my credit card on this website?
A: Yes. We use SSL encryption and PCI-compliant payment gateways. We do not store your full card number.
Q: Why was my payment declined?
A: Common reasons include: incorrect card details, insufficient funds, or your bank’s fraud prevention. Please contact your bank directly. We cannot see why a decline occurred.
Q: In what currency will I be charged?
A: All charges are in US Dollars (USD).
Customer Support
Q: How can 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: Within 1 business day. For faster handling, use the appropriate subject line prefix (e.g., [ORDER], [RETURN]).
Q: What should I include in my email?
A: Your order number (if applicable), the email address used for the order, and a clear description of your issue. For returns, include photos.
Policies & Legal
Q: Where can I read your full policies?
A: Links to all policies (Shipping, Return, Terms, Privacy, Payment, Contact, About) are available in the footer of every page on this website.
Q: Are these policies legally binding?
A: Yes. By placing an order on this website, you agree to all policies as stated.
Q: Can your policies change?
A: Yes. The “Last updated” date at the top of each policy page shows when changes were made. We recommend reviewing policies before placing an order.
Q: What law governs your policies?
A: The laws of Ontario, Canada.
Final Reminders
We only ship to Canada and the contiguous United States
We only accept returns for quality issues (not change of mind)
Returns are free and there is no restocking fee
All refunds go back to the original payment method
Our customer service email is info@stevemaddenn.vip