Free shipping over $75, U.S. Shipping only, Always free returns, 1 Week shipping delay for warehouse maintenance.
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Customer Service
Shipping & Returns

FREQUENTLY ASKED QUESTIONS

SITE SECURITY

  1. Is my ordering information secure?
    • Yes. ExerSteps uses industry standard Secure Sockets Layer (SSL) software to secure e-commerce transactions. This software encrypts your credit card number and other personal information so that it cannot be read as the information travels over the internet. In addition, we also take steps to protect your personal information in our facilities. Access to your personal information is restricted to those employees who need it to process an order or carry out a requested task. Finally, we rely on third-party service providers for the physical security of some of our computer hardware for added security. Please note that technical experts agree that online purchases are far safer than traditional credit card transactions (restaurants and stores) because the information is immediately encrypted.
  2. Will my personal information remain private and confidential?
    • Yes. ExerSteps does not sell, share, or rent your personal information to anyone. We do everything possible to protect this data. Please see our Prviewcontent.asp?idpage=7ivacy Policy for additional information.
  3. Why does ExerSteps require a security code for credit card purchases?
    • The use of the security code helps ExerSteps identify fraud transactions and helps protect from unauthorized use of credit cards.

PURCHASING & SHIPPING INFORMATION

  1. How do I ship to an address other than my billing address?
    • When you place an order, you will be prompted to enter a bill-to address and a ship-to address. Simply enter the address to which the purchase should be sent at this time.
  2. Will my family and friends see the price of an item when I ship a gift directly to them?
    • No, we do not enclose pricing information with any packages.
  3. What are the shipping rates?
    • ExerSteps offers FREE SHIPPING on all orders $75 or more on all standard shipments, which may take 7-10 business days. For expedited shipping rates, please see our Shipping/Return Policy.
  4. How can I check the status of my order?
    • If you place an order online, we will notify you via e-mail when we have received the order. You will receive an e-mail once your product is has shipped. The e-mail will include a FedEx tracking number for your reference. You may contact Customer Service with any questions at 1-866-331-9301.
  5. How long will it be before I receive my order?
    • Orders placed before 10:45am CST (Monday-Friday) will be processed and shipped on the same day. Shipping may take 7-10 business days. For more shipping information, see our Shipping/Return Policy.
  6. How does ExerSteps charge for tax?
    • Sales tax will be added to orders being SHIPPED TO Arkansas, California, Michigan, Missouri, Ohio, Tennessee, Illinois or Texas. For all other states, no sales tax will be applied.
  7. What forms of payment do you accept?
    • We accept Visa, MasterCard, Discover, American Express and PayPal.
  8. Do you ship to PO Boxes?
    • Yes, we ship to P.O. boxes in the continental United States.
  9. Do you ship to Military APO/FPO addresses?
    • No, we cannot mail packages to APO/FPO addresses. We need a street address to process a shipment. We apologize for the inconvenience.
  10. Do you ship outside the continental United States?
    • Yes, we can ship to any address outside the United States. Please note that shipping costs will be applied to any order being shipped outside of the Continental United States.
  11. I live in Hawaii or Alaska – how can I receive your product?
    • If you would like your order SHIPPED TO Hawaii, Alaska, or Puerto Rico place your order online or over the phone with our Customer Service to place your order. Please note that shipping costs will be added to these purchases. Our representatives are available to help you Monday-Friday 7am-5pm (CST).
  12. Does ExerSteps offer gift cards?
    • No, at this time ExerSteps does not offer gift cards or gift certificates. We apologize for the inconvenience.

PRODUCT INFORMATION

  1. I have a particular product in mind and cannot find it. Where should I look?
    • You can type the product name or style number in the search bar at the top of the website. If you are unable to find a product, we may no longer carry it as we sometimes discontinue styles. Should you have any questions regarding availability, please contact Customer Service at 1-866-331-9301, Monday-Friday 7am-4:30pm (CST).
  2. My shoes are worn out or defective, who can I talk to?
    • If you have a problem with your purchase, please call our Customer Service line at 1-866-723-8806, Monday-Friday 7am-4:30pm (CST). A representative will be able to help resolve the issue. If your product is found to be defective, we will gladly exchange it or credit your account if the product is no longer available. Please note: If you purchased the product through another retailer, you must return it to the store from which it was purchased.
  3. How do I care for my Exersteps shoes?
    • How to properly care for your Exersteps shoes depends on the material. Please see below for the various materials and how to properly care for each.
      1. Full grain/finished leather - Spot clean with "lightly damp" cloth. A light coat of neutral shoe polish can be applied and removed to refurbish. Follow directions on the wax container for this process
      2. Suedes/Nubuck - Spot clean with a hand brush designed for shoe leathers 
      3. Textiles - Spot clean with a damp cloth, air dry 
      **wax, grease, hand brushes can be found in most shoe departments at your local retail outlets**

RETURNS AND EXCHANGES

  1. How can I return a previous ExerSteps purchase?
    • For directions on how to return an item, please see our Shipping/Return Policy or contact Customer Service. Please note: If you did not purchase the product directly from ExerSteps, you must return it to the store from which it was purchased.
  2. I bought my product at another retailer; can I return it direct?
    • No. All returns must be made to the retail store from which the shoes were originally purchased.
  3. Why hasn't my exchange shown up on my credit card statement?
    • We will notify you via e-mail once we have credited your account. Please note: It may take 3-5 days for the credit to show up on your credit card statement. If you do not receive a notification from ExerSteps, please contact Customer Service.

COMPANY INFORMATION

  1. How can I contact ExerSteps?
    • You can reach our Customer Service department by calling 1-866-1-866-331-9301, Monday-Friday 7am-4:30pm (CST). You may also send an e-mail to customerservice@exersteps.comand a representative will respond promptly.
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