Frequently Asked Questions



Holiday Return Policy

Orders placed November 6th through December 22nd can be returned until January 26, 2018.

Orders

How will I know if my order is confirmed?
You will receive an order confirmation via email.
Can I make changes or cancel my online order?
Please contact us immediately via Live Chat or phone to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Most orders start processing within 20 minutes after they have been placed. In this case, we ask that you please wait until the order arrives and follow the return procedure.
Can I change the style, color or size after an order is placed?
Please contact us immediately via Live Chat or by calling 1-877-940-9480. If you contact us within 20 minutes of placing your order it may be possible to make changes. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.
When is my order shipped?
Most orders are shipped the next business day after they are placed. We use Canada Post ground shipping for all orders. Orders arrive within 3-7 business days, unless Xpresspost was chosen at checkout. Orders shipped via Xpresspost will arrive in 1 -3 business days. See Shipping Policy for details.
How can I track the status of my order?
If you have an account with us, please Sign In and go to "My Orders". Click "View Order" under Order Detail & Tracking. Next to the item(s) you will see a tracking number. Click on it to see the status of your shipment.
What if I place an order and Steve Madden doesn't have the item in stock?
If we are unable to fill your order you will be notified via email. Your credit card/PayPal account will not be charged. You can also check the status online by signing in to your account and going to "My Orders".
What is a Pre Order item? What if I want to cancel a Pre Order?
A Pre Order item is one that you are ordering before we have it in inventory. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item, please Sign In to your account and go to "My Orders". Click "View Order" under Order Detail & Tracking. If the order has not started processing, then next to the item(s) there is a cancel button. You may cancel it yourself there or you may contact customer service via phone or live chat to assist you. Once your order has been sent to a shipping facility it may no longer be cancelled.
How can I find a STEVE MADDEN shoe I am looking for?
You may click the green search icon in the upper right corner of every webpage. Then click on the word "Search" that shows in the green bar and type in what you would like to find. You can use the search by a style name or category (Example: type "Pumps") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, heel height and price you are looking for.
Can Steve Madden Gift Cards be purchased and redeemed online?
No, at this time Gift Cards may only be purchased and redeemed in Steve Madden retail stores. Gift Cards cannot be used for online purchases.

Billing & Shipping

What forms of payment are accepted for online purchases, and when am I billed?
We accept Visa, MasterCard, American Express and PayPal. We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order has been shipped.
Can Gift Cards be used on SteveMadden.ca?
No, Gift Cards can only be used at Steve Madden retail stores.
Can Store Credits be used on SteveMadden.ca?
No, Store Credits cannot be used on SteveMadden.ca or for phone orders. They may only be redeemed in Steve Madden and Steven Stores. Please click here to find the store nearest you.
What sales tax will I be charged on my order?
You will be charged sales tax based on your shipping address. Please note that shipping charges are also subject to sales tax.
What shipping options are available in Canada?
All orders ship via Canada Post ground unless Xpresspost shipping option was chosen at checkout for an additional fee. See Shipping Policy.
What are the shipping fees?
Shipping within Canada is a flat fee of $7.95 per order. Express shipping option is available for $15 and provides delivery within 1-3 days. For Northwest Territories, Nunavut, and Yukon the shipping fee is $30 per order and may only be sent via Xpresspost. See Shipping Policy for details.
When is my order shipped?
Most orders are shipped within 24 hours of when they are placed, except for Pre-Order items.
Can I ship an order to a P.O. box?
Yes, we can ship to P.O. Boxes.
Can I ship an order to a foreign country?
No, we only ship within Canada.
Can I ship an order to multiple addresses?
At this time we can only have one shipping address per order. However, you may place multiple orders.

Returns

What is SteveMadden.ca's Return Policy?
For your convenience, we accept online returns at Steve Madden stores in Canada. We gladly accept returns of UNWORN merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Click here to find a store near you. Returns will be refunded to the original method of payment or as store credit.
If there is no store near you then you may obtain return authorization via phone, Live Chat, e-mail or by signing in to your account, under Order Detail & Tracking click "View Order" then click "Return Request" next to the item you wish to send back. Check the box next to the item and choose the reason for the return. After you hit next you will then be able to print a prepaid return shipping label to use to ship the items back to us. The authorization requests must be made within 30 days from when your order is delivered. The merchandise must be received back at our warehouse within 15 days using the Canada Post shipping label we supply. You may give the package to the Canada Post Office. Shipping charges are not refundable and there is a $6.95 per order return fee that covers restocking and postage back to the warehouse.


Please Note: Clearance Items and Earrings may not be returned or exchanged. All purchases are final on Clearance items and Earrings.

Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received and that your refund has been issued. From this time, it takes up to 3 business days to show up on your credit card, debit card or PayPal account. Refunds are always issued to the original method of payment.

Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
Can I return merchandise to a Steve Madden Store?
Yes, we accept returns for online purchases at our Steve Madden stores in Canada.
We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Returns will be refunded to the original method of payment or as store credit.
How do I get a return shipping label?
You may obtain return authorization via phone, Live Chat, e-mail or by signing in to your account, under Order Detail & Tracking click "View Order" then click "Return Request" next to the item you wish to send back. Check the box next to the item and choose the reason for the return. After you hit next you will then be able to print a prepaid return shipping label to use to ship the items back to us. If you contact customer service you will be emailed a Canada Post shipping label.
We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached.
What is the usual turnaround time for returns?
If you are shipping it back to us using one of our prepaid return labels the usual turnaround time is 1 - 2 weeks from the day you give the package to Canada Post until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as package may be returned to you.
Can I exchange an item for another size, style or color?
You can return merchandise purchased online at any Steve Madden stores in Canada. You may be refunded to the original method of payment or as store credit and then purchase the item you wish. At this time we are not able to processes exchanges if you ship the merchandise back to us. Please place a new order for the style and color you want and call customer service at 1-877-940-9480 to get the return authorization and a prepaid Canada Post shipping label to send the item back to us as a return. When you call customer service please have your new order number handy so we can file the return as an exchange and a full refund will be issued once the merchandise is received back at our warehouse. Clearance items and earrings may not be returned or exchanged.
What is your policy on damaged items?
If you receive damage or defective items, please notify us immediately via email, live chat or call 1-877-940-9480 and we will send you a return label. As soon as the item is received back a full refund will be issued. If you prefer, you may return the item to a Steve Madden store in Canada. Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Online returns to stores will be refunded to the original method of payment or as store credit.
How do I return an item I received as a gift?
If the item was purchased on SteveMadden.com you may contact our Customer Service department and they will issue a 'Gift Exchange' return authorization. Once the item is received back, a promotional code equal to the amount paid for the merchandise will be emailed to the gift recipient so they may purchase a different item on SteveMadden.ca.
The gift recipient may also return the item to a Steve Madden store in Canada. Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Please note: online returns to stores can only be refunded to the original method of payment or as store credit.



Promotion Rules

  • - Promotions do not apply to clearance items unless otherwise stated.
  • - Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer. Promotions cannot be combined with the Steve Madden employee discount.
  • - Qualifying promotion amount applies to merchandise only, excluding sales tax and shipping and handling charges.
  • - Returns and exchanges are subject to Steve Madden's return policy.
  • - Offers are non-transferable.
  • - Steve Madden has the right to cancel any promotion at any time without notice.
  • - Receive Free Ground Shipping, no minimum, by entering promotional code SHIPFREE at checkout.
  • - Free shipping cannot be used on clearance items.
  • - Free shipping is only valid for shipping addresses in Canada excluding Yukon, Northwest Territories, and Nunavut
  •  

Offer valid Tuesday, November 28th until 11:59 pm EST on stevemadden.ca only. Get 20% off plus free shipping and receive 15% off a future purchase by entering promotional code CYBER at checkout. 15% off promotional code will be emailed to you in December and is valid for one time use through Tuesday, January 31st at 11:59 pm EST on stevemadden.ca only.


Exclusions

The following exclusions apply: DICEY, NADINE1, LISBON, UPRCUT, UPFRONT, BEASTT, BARTLEYF, pre-orders and all Shoe Care Products.


Privacy & Tech Support

Is it safe to use my credit card?
Yes, shopping at SteveMadden.ca is safe.
Why is SteveMadden.ca so safe?
SteveMadden.ca protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. SteveMadden.com uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only SteveMadden.com to decode your information and helps to create a secure environment for transactions on the Internet. If you're not comfortable shopping online and would prefer to place your order by phone, please call customer service at 877-940-9480, 7 days a week, 9am to 10pm EST.
What browser works best with the SteveMadden.ca site?
SteveMadden.ca is currently optimized for FireFox 23.0.1 and Internet Explorer 10 browsers and above, with a screen resolution set to 1280X1024. Javascript and Cookies must be enabled. Please see your browser's help section for more information.

Contact Us

We always look forward to hearing from you. Please contact us:

  • - Fastest: Via Live Chat by clicking on the Live Chat at the top right of every page.
  • - Via e-mail at [email protected]
  • - Via Phone at 1-877-940-9480 (7 days a week, 9am to 10pm ET)

Please add [email protected] to your address book or spam filter software to ensure you receive our emails.

Mailing Address:
Steve Madden Direct
7365 Main Street, # 204
Stratford, CT 06614-1300
(Do not send returns or promotional material to this address)

Retail Store Purchases
For assistance with any purchase made at a Steven or Steve Madden retail store, please return to the store where purchased for assistance Store Locator.
If you need assistance locating a specific item in a retail store, go to the product page on this site and click the ‘Find In A Store’ link. Choose the color and size and it will show any stores in your area that have the item. You may also call customer service at 877-940-9480 for assistance.
Steve Madden Purchases at other retailers
Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
If a retail location did not assist you
If you have gone back to the Steve Madden store or other retail location where the purchase was originally made but still need further assistance please call 1-877-940-9480.