Steve Madden - Customer Support

Corporate Questions
For help locating an employee or specific department, and information about advertising or licensing, please call: Steve Madden Corporate at 800-747-6233

Did you enjoy your shopping experience with us? Would you recommend Steve Madden to a friend, family member or colleague - I would love to get your feedback. Please email me at andrewkoven@stevemadden.com .

Your feedback matters and 100% satisfaction is our goal.

Andrew Koven
Vice President of SteveMadden.com

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Q: How will I know if my order is confirmed?
A: You will receive an order confirmation via email.

Q: Can I make changes or cancel my online order?
A: Yes. Please contact us via Live Chat or phone to cancel an order. Once the order has begun processing, we are not able to cancel it. Almost all orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the return procedure.

Q: When is my order shipped?
A: Most orders are shipped the next business day after they are placed. We use UPS ground shipping for all orders in the continental US. Orders arrive within 5-7 business days. Orders to Hawaii, Alaska, Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 14-21 days to be delivered.

Q: How can I track the status of my order?
A: Click on the ‘ Track Your Order ’ tab and log into your account. If you do not have an account with us then enter your email address and order number to find the status of your order.

Q: What if I place an order and Steve Madden doesn't have the item in stock?
A: If we are unable to fill your order you will be notified via email and be refunded for your purchase. You can also check the status online by clicking the ‘ Track Your Order ’ tab and logging in using your email address and order number.

Q: What is a Pre Order shoe? What if I want to cancel a Pre Order?
A: A Pre Order shoe is one that you are ordering before we have it in inventory so you will be one of the first to receive it. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item, go to ‘ Track Your Order ’ and log in with your email address and order number. Next to the item 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 warehouse or store to be shipped then it may no longer be cancelled.

Q: How can I find a STEVE MADDEN shoe I am looking for?
A: You may use the search button to find a particular style, color, or heel height (ex. Type in “red”) and all the shoes we have in the color red will be listed. SteveMadden.com carries most of what is available at Steve Madden stores.

Q: Can Steve Madden Gift Cards be purchased and redeemed online?
A: No. Steve Madden Gift Cards are available for purchase and redemption in our retail locations only. At this time we do not sell or redeem gift cards at SteveMadden.com or for phone orders.

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Contact Us | Orders | Billing & Shipping | Returns | Privacy & Tech Support

Q: What forms of payment are accepted for online purchases, and when am I billed?
A: We accept Visa, MasterCard, American Express, and Discover. Your card is authorized when the order is placed to verify that the funds are available. We do not charge your credit card until your order has been shipped.

Q: Why do I have to pay sales tax on my order?
A: We are required to charge sales tax because we have retail stores in the states listed below.

Taxed states include: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia and Washington. Sales tax does not apply to orders shipped to addresses in other states.

Q: What shipping options are available?
A: Shipping within the continental USA is a flat fee of $6.95 per order. Shipping to Hawaii, Alaska and Puerto Rico is $29.95 per item. Shipping to a Military Base is $14.95 per item. All other international orders including Canada are $39.95 per item. Please note that all duties and taxes in Canada and internationally are the responsibility of the customer and are not included in your Steve Madden charges.

Q: When is my order shipped?
A: Most orders are shipped the next business day after they are placed. We use UPS ground shipping for all orders in the continental US. Orders arrive within 5-7 business days. Orders to Hawaii, Alaska, Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 14-21 days to be delivered.

Q: Can I ship an order to a P.O. box?
A: No, we cannot ship to P.O. Boxes. We ship everything UPS ground and need a street address for delivery.

Q: Can I ship an order to a foreign country?
A: Yes, we ship to most countries. The shipping fee for international packages is $39.95 per item. Your order will ship via UPS from our facilities to our international shipping station in Connecticut where the merchandise will be inspected and then reshipped out of the U.S.A. via the United States Postal Service (USPS). Please allow 1-3 weeks for delivery. It's important to note that all duties and taxes are the responsibility of the recipient and are not included in the Steve Madden charges.

Q: Can I ship an order to multiple addresses?
A: Unfortunately at this time we can only have one shipping address per order.

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Contact Us | Orders | Billing & Shipping | Returns | Privacy & Tech Support

Q: What is SteveMadden.com’s Return Policy?
A: We gladly authorize returns of unworn merchandise. The authorization must be requested within 30 days from the time your order is delivered. The request can be made via phone, Live Chat, e-mail or at the following link by entering your email address, order number and following the instructions. The merchandise must be received back at our warehouse within 45 days using the prepaid United States Postal Service label we supply. Shipping charges are not refundable and there is a $6.95 per item fee that covers restocking and postage back to the warehouse.