At Step Vibe Shop, we’re committed to getting performance footwear to athletes worldwide with speed and precision. Our shipping and returns policies are designed to keep you focused on your training while we handle the logistics.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two reliable shipping options to serve your performance needs:

Standard Shipping ($12.95)
– Carrier: DHL or FedEx
– Delivery time: 10-15 business days after shipment

Free Shipping (Orders over $50)
– Carrier: EMS
– Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary based on destination and customs processing. Some Asian and remote regions may not be serviceable.

International Shipping

We ship globally (excluding certain Asian and remote regions). International customers are responsible for any customs duties or taxes imposed by their country.

Returns & Exchanges

Our Performance Promise

We accept returns or exchanges within 15 days of delivery for unworn, undamaged footwear in original packaging with all tags attached. Your satisfaction drives our innovation.

How to Initiate a Return or Exchange

Step 1: Prepare Your Items

Ensure your footwear meets these requirements:

  • Unworn (no signs of use on soles or uppers)
  • In original condition (no alterations or customizations)
  • Packaged with all original tags, inserts, and boxes

Step 2: Submit Your Request

Email our customer service team at [email protected] with:

  • Your order number
  • Product details (name, size, color)
  • Reason for return/exchange
  • Whether you prefer refund or exchange

Return Request Template:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Step Vibe Team,

I would like to request a [return/exchange] for my recent order:

Order Number: [Insert]
Product Name: [Insert]
Size/Color: [Insert]
Reason: [Insert: Fit issue, performance preference, etc.]

I prefer: [Refund to original payment method / Exchange for (specify product details)]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]

Step 3: Ship Your Return

After receiving your return authorization:

  • Pack items securely in original packaging
  • Include the return form we provide
  • Ship to our warehouse at:
Step Vibe Shop Returns
3825 Cerullo Road
Louisville, KY 40205
United States

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds processed within 3-5 business days
  • Method: Credited to your original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Process

For size or style exchanges:

  • We’ll ship your new item once we receive the return
  • Price differences will be charged/refunded as needed
  • Expedited shipping available for urgent needs

Non-Returnable Items

For performance and hygiene reasons, we cannot accept returns on:

  • Customized/Cleated Soccer Shoes: Due to sport-specific modifications
  • Worn Footwear: Any shoes showing signs of outdoor use (trail dirt, track marks, etc.)
  • Final Sale Items: Clearly marked during checkout

Damaged or Defective Items

If you receive faulty performance footwear:

  • Contact us within 48 hours of delivery
  • Include photos of the defect
  • We’ll cover return shipping and expedite replacement

International Returns

For customers outside the U.S.:

  • Return shipping costs are the customer’s responsibility
  • Customs forms must be marked “Returned Goods” to avoid fees
  • Allow extra processing time for international transactions

Performance Tip

Unsure about sizing for racing flats or trail shoes? Contact our athlete support team before ordering for personalized fit recommendations based on your sport and foot type.

Questions?

Our athlete support team is ready to assist at [email protected]. Average response time: 12-24 hours.

Now get back to your training – we’ll handle the logistics. That’s the Step Vibe advantage.