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FAQ

FREQUENTLY ASKED QUESTIONS

Covid Letter

HOLIDAY RETURN POLICY

Orders placed November 1st through December 31st can be returned until January 31st 2022.

Please note that we cannot do any returns, exchanges or price adjustments during major holiday promotions including Black Friday (November 26) and Boxing Day (December 26) in store.


ORDERS

You will receive an order confirmation via email.

Please contact us immediately via Live Chat or by calling 1-877-940-9480 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.

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. Final Sale/Clearance items may not be returned or exchanged.

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; orders to Northwest Territories, Nunavut, and Yukon usually take about 1 week to arrive. Pre-orders will ship on or about the date mentioned on the product page, except in rare cases when pre-orders are not shipped because the order has been canceled based on demand. Due to high volume of orders on best-selling styles, the estimated ship date may be pushed to the next ship date on the basis of first come first serve. See Shipping Policy for more details.

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 the Canada Post tracking number. Click on it to see the status of your shipment.

If we are unable to fill your order you will be notified via email. Your credit card/PayPal account will not be charged. If you paid using AfterPay or PayBright your account will be refunded. You can also check the status online by signing in to your account and going to "My Orders".

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 pre-order item, please contact us via email at info@stevemaddencanada.ca, Live Chat or by calling 1-877-940-9480. Once your order has been sent to a shipping facility it may no longer be canceled. There is a small chance that certain pre-orders may be canceled based on demand, in which case, a refund will be issued the same day the order is canceled and usually reflects in 3-5 business days.

AfterPay/PayBright will start processing the installments as soon as the order is placed; your purchase will be split into 4 payments, payable every 2 weeks.

If you cancel the order, AfterPay/PayBright will be notified and any upcoming installments will be canceled/adjusted and all payments made up until that point will be refunded.

You may click the search bar in the upper right corner of every webpage 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.

We’re continuing to practice safety measures to ensure everyone’s comfort and well-being. To learn more about want to expect when visiting our stores, click here.

BILLING & SHIPPING

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, PayPal, Apple Pay and Shopify Pay. We do an authorization when the order is placed to verify that the funds are available. For items that are available to ship we do not charge your card or account until the order has been shipped. Pre-order and backorder items are charged on the 6th day since the order is placed. We also offer AfterPay and PayBright which are installment payment plan options.

AfterPay and PayBright are services that allow you to pay for your order with 4 equal payments made every 2 weeks, interest free. To use Afterpay or PayBright simply shop as usual and proceed to checkout and then choose either service as your preferred payment method. You will be directed to the AfterPay/PayBright website to register and provide payment details. Your first installment will be made at the time you place the order and the remaining 3 over the next 6 weeks.

No, Gift Cards can only be used at Steve Madden retail store.

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.

You will be charged sales tax based on your shipping address. Please note that shipping charges are also subject to sales tax.

All orders ship via Canada Post ground unless Xpresspost shipping option was chosen at checkout for an additional fee. See Shipping Policy.

For a limited time only, enjoy free standard shipping on orders over $50. (This offer is valid within Canada except for the three territories: Northwest Territories, Nunavut, and Yukon, and is not valid on Clearance items). For all other orders: Shipping within Canada is a flat fee of $8.95 per order. Express shipping option is available for $15.95 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.

Most orders are shipped within 24 hours of when they are placed, except for pre-order items.

Any pre-orders placed with an Express shipping method cannot be dispatched immediately. They are still subject to the estimated shipping date displayed on the product page, but will be dispatched using your chosen shipping method once stock is available. If your order contains other in stock items alongside your pre-order product, we will ship all in stock items immediately and your pre-order product will then ship separately once available.

Yes, we can ship to P.O. Boxes.

No, we only ship within Canada.

At this time we can only have one shipping address per order. However, you may place multiple orders.

RETURNS

We gladly accept returns of UNWORN merchandise within 30 days of delivery. Returns will be refunded to the original method of payment.

* Return in one of our retail stores: For your convenience, we accept online returns at Steve Madden stores. We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes Apparel items. Clearance items, masks, and mask filters 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 retail store near you. Shipping charges are not refundable. Returns will be refunded to the original method of payment or as store credit.

* Return via mail: For a limited time only, enjoy free returns of unworn merchandise within 30 days of delivery. Please sign into 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. This label is a prepaid Canada Post shipping label. You may give the package to a Canada Post office. Returns will be refunded in the original method of payment. Your return request must be made within 30 days of when your order was delivered and we must receive the merchandise back at the warehouse within 15 days of when the authorization was issued. Do not send items back through other means or without obtaining a return authorization as your package may be sent back to you. You may request a return online by signing into your account , via phone 1-877-940-9480, by email info@stevemaddencanada.ca , or by live chat. Usual turnaround time is 1-2 weeks from time shipped to when refund is issued.

Please Note: Clearance items, masks, and mask filters are final sale and may not be returned or refunded.

Yes, we accept returns for online purchases at Steve Madden stores in Canada.

We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes Apparel items. Clearance items, masks, and mask filters 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.

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. All handbags and accessories must have original tags attached. Clearance items, masks, and mask filters may not be returned or exchanged.

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.

Once your return has been processed, we will notify AfterPay/PayBright. They will then refund you the installments paid up until that point and cancel or adjust the remaining payments. Please also see our Return Policy for more details regarding our return process.

You can return merchandise purchased online at a Steven and 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.

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.

If the item was purchased on SteveMadden.ca you may contact our Customer Service department and they will issue a Gift Exchange return authorization. Once the item is received back, an 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 Steven or Steve Madden store (only stores in the USA excluding Colorado and Utah locations). 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.

GIFT CARDS

The Steve Madden Gift Card is always the perfect gift. Gift Cards may be purchased and used at our Steve Madden retail stores.

It looks and acts like a debit card. You choose the custom amount you would like to have loaded on the Gift Card; the card does not expire and may be redeemed at any Steve Madden retail location in the amount specified.

At this time, Gift Cards may only be purchased and redeemed in Steve Madden retail locations. Gift Cards cannot be used for online purchases.

Coupons and discounts cannot be applied for Gift Card purchases.

Steve Madden will not be responsible for lost or stolen Gift Cards.

Steve Madden Gift Cards are non-transferable, non-refundable, cannot be returned or redeemed for cash.

PROMOTION TERMS & CONDITIONS

  • Coupon codes exclude all sale, clearance and pre-order items, apparel, accessories and shoe care products, all Superga products, and the following styles:

    Women's: ABELLAF, ABERDEEN, AGGIE, AMBROSE, AMULET, ANAYAA, BAABYY, BETTYY, BETTYY-F, BILLIEE, BRENNA, BRAXTYN, BRIONA, CAMILLE, CARRA, CARRSON, CHANT1, CHAR, COBRA, DARA-C1, DUKE30, DYLANN, DYLANN-R, ENCOUNTER, EXPLORER, FEATHER, IRENE, IRENEM, HAAZEL, HALLIES, HARREY, HOWLER, HYDRA, KASSANDRA, KYMBER, JASSY, LAFAYETTE, LILAH, LOOPY, LYNDEN, MAXWELLE, NOTICED, OSSIEE, OUTLAST, PINKY, POUCHF, POUCHT, RENEGADE-PC, REESA, ROSINA, SIGNALL, TACKLE, THAI, THORA-P, THORPE, TROOPA, TROOPA2.0, UPSURGE, VALA, VAPOR, VERONICKA, AND ZOLLA.

    Men's: BALDEV, DAVION, DERMOTT, JINN, JUELZ, KINETIC, MILTON, UMMFREYY, AND UDAY.

    Handbags: BJACKI, BPAULA, BURGENT, BVITAL-F, BVITAL-M, BVITAL-S, AND BWALLEY.

  • Promotions are not valid for cash or cash equivalent. Offers are non-transferable. 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 packaging, sales tax and shipping and handling charges.

  • Promotions may be subject to availability.

  • Returns and exchanges are subject to Steve Madden's return policy.

  • Steve Madden has the right to cancel or change any promotion at any time without notice and in its sole discretion.

  • Free Standard Shipping on orders over $50 promotion is only valid for shipping addresses in Canada excluding Yukon, Northwest Territories, and Nunavut. Clearance items are not eligible for free shipping.

  • Promotions may not be combined with any other offer unless explicitly noted. Promotions do not apply to Clearance items or Pre-orders unless otherwise stated.

PRIVACY & TECH SUPPORT

Yes, shopping at SteveMadden.ca is safe.

SteveMadden.ca protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. SteveMadden.ca uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only SteveMadden.ca 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 1-877-940-9480, 7 days a week, 9am to 10pm ET.

Please read our Privacy Policy.

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’re here to help. Customer Service is open from 8am to 12am EST on Black Friday and Cyber Monday. Please let us know if we can be of assistance.


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

- Via Live Chat ( 7 days a week, 9am to 10pm ET )

- Via e-mail at info@stevemaddencanada.ca

- Via phone at 1-888-SMADDEN ( 888-762-3336 )

- Outside US: 1-877-940-9480 ( 7 days a week, 9am to 10pm ET )

Please add info@stevemaddencanada.ca to your address book or spam filter software to ensure you receive our emails.

For assistance with any purchase made at a Steve Madden retail store, please return to the store where purchased for assistance. Visit our Store Locator.

If you need assistance locating a specific item in a retail store, you may contact Customer Service by phone at 1-877-940-9480, by email at info@stevemaddencanada.ca, or by Live Chat.

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 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 us at 1-877-940-9480, or sent us an email at info@stevemaddencanada.ca.

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