Frequently Asked Questions
Can I make changes or cancel my online order?
Please contact us via Live Chat or phone to cancel an order. Once the order has been sent to a shipping facility, 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.
Can I change the style, color or size after an order is placed?
No, we cannot change the style, color or size of an item on an existing order. Please contact us immediately via Live Chat or by calling 1-888-SMADDEN and if the order has not been sent to a shipping facility for fulfillment then we can cancel the item and you can place a new order. However, once the order has been sent to a shipping facility, 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 normal return policy procedure. Clearance items may not be returned or exchanged.
When is my order shipped?
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 3-7 business days. Orders to Hawaii and Alaska also arrive in 3 - 7 business days, orders to US Virgin Islands, Guam, Puerto Rico and Canada usually take 2 weeks to arrive.
What is a Pre Order item? What if I want to cancel a Pre Order?
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 preorder item, go to 'Order Status
' link 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 shipping facility it may no longer be cancelled.
How can I find a STEVE MADDEN shoe I am looking for?
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.