FAQ

Frequently Asked Questions (FAQ)

Last Updated: September 4, 2026

1. What is Stepex?

Stepex is an online footwear store offering a selection of shoes and footwear products for customers in the United States.

2. Where is Stepex located?

Stepex is located at:

77 Chichester Rd
New Canaan, CT 06840
United States

3. What types of shoes do you sell?

Our collection may include sneakers, casual shoes, walking shoes, lifestyle footwear, athletic-inspired shoes, seasonal footwear, and other selected styles.

Product availability changes regularly.

4. How do I place an order?

Simply select the product and size you want, add it to your cart, proceed to checkout, enter your shipping and payment information, and complete your purchase.

You should receive an order confirmation after your order is successfully placed.

5. What payment methods do you accept?

Available payment methods are displayed at checkout and may include major credit and debit cards such as Visa, Mastercard, American Express, and Discover.

6. Is my payment information secure?

We use third-party payment processing services designed to securely process transactions.

For additional information, please review our Payment Policy and Privacy Policy.

7. How long does shipping take?

Shipping and delivery times can vary depending on the product, destination, fulfillment process, and carrier.

Please check the shipping information provided on the product page or during checkout for the most current estimate.

8. Will I receive tracking information?

When tracking information is available, it may be sent to the email address associated with your order.

Please note that tracking information may take some time to update after shipment.

9. Can I change my shipping address?

If you need to change your shipping address, contact us as soon as possible at support@stepex.store.

We can only make changes when the order has not already entered fulfillment or shipping, and changes are not guaranteed.

10. Can I cancel my order?

You can contact us as soon as possible after placing your order.

Cancellation may be possible before fulfillment or shipment, but it is not guaranteed once the order has entered processing or shipping.

Please see our Cancellation Policy for more information.

11. Do you accept returns?

Yes. Eligible products may generally be returned within 30 days of delivery, subject to the requirements in our Return & Refund Policy.

Items generally need to be unworn, unused, and in their original condition.

12. What if I receive the wrong or damaged item?

Please contact us as soon as possible at support@stepex.store.

We may ask for photographs and order information so we can investigate the issue and determine the appropriate resolution.

13. How long does a refund take?

Once an approved return has been received and processed, the refund will generally be issued to the original payment method.

Your bank or payment provider may require additional processing time before the refund appears in your account.

14. Can I exchange my shoes?

Exchanges may be available depending on product availability.

Please contact us before returning your item so we can determine whether an exchange is possible.

15. What if I order the wrong size?

If the item meets our return requirements, you may request a return according to our Return & Refund Policy.

Customers should carefully review the available size information before placing an order.

16. What should I do if my package is delayed?

First, check the tracking information provided for your order.

If the package remains delayed or the tracking information appears unusual, contact us at support@stepex.store and provide your order number.

17. Do you ship internationally?

Shipping availability depends on the destinations supported at checkout.

If international shipping is offered, customers may be responsible for applicable customs duties, taxes, or import fees.

18. How can I contact Stepex?

You can contact our customer support team using:

Email: support@stepex.store
Phone: +1 203-972-1858

Address:
77 Chichester Rd
New Canaan, CT 06840
United States

19. Where can I find your store policies?

You can find our Privacy Policy, Terms & Conditions, Shipping Policy, Return & Refund Policy, Cancellation Policy, Cookie Policy, and other policies on the relevant pages of our website.