FAQs

What is Stepoff? Stepoff is your trusted online destination offering quality footwear designed to enhance your daily lifestyle, backed by transparent policies and dedicated customer service.
What are your operating and customer support hours? Our business and support hours are Monday to Friday, 09:00 AM – 05:00 PM (GMT-05:00). Weekends and official public holidays are excluded.
How can I contact customer support? You can reach out to our team via email at support@stepoff.shop. We strive to answer all inquiries within 24 to 48 business hours.

Where do you ship? We currently offer Free shipping exclusively within the United States (USA).
What is the shipping cost? We maintain a straightforward, transparent free shipping order across the USA.
How long does order processing take? Orders are processed within 1 to 2 business days (Monday through Friday). Our daily order cut-off time is 05:00 PM (GMT-05:00). Orders placed after this time are processed the next business day.
What is the estimated transit and total delivery time? Standard transit time takes 3 to 5 business days, making the estimated total delivery time 4 to 7 business days (Monday through Friday).
How can I track my order? Once your order ships, we will email you a confirmation containing your tracking number and a direct link to monitor your shipment’s journey.

What is your return window? You have 30 days from the exact date of your delivery to request and initiate a return.
Do you accept returns for both defective and non-defective items? Yes! We accept returns for both defective/damaged items and non-defective items (such as change of mind), provided they are in their original, unused condition with all original packaging and proof of purchase.
Do you accept exchanges? Yes, we gladly accept exchanges subject to product availability and the same condition requirements as standard returns.
How do I start a return? Email our support team at support@stepoff.shop with your order number, reason for return, and photographs if the item is damaged or defective. Once approved, we will provide you with the return instructions.
Who pays for return shipping? Customers are responsible for return shipping costs unless the return is due to our error (such as receiving a damaged, defective, or incorrect item).
When will I get my refund? Once your returned item is received, inspected, and approved, your refund will be processed back to your original payment method within 14 business days.

What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, Google Pay, and Apple Pay.
What currency are transactions processed in? All purchases and fees are processed strictly in United States Dollars (USD).
Are my payment and personal details secure? Yes. Our website uses industry-standard SSL encryption, and payments are handled through secure, PCI-DSS compliant gateways. We do not store your full credit card information on our servers.

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