Refund policy

Cancellations

• Orders canceled before processing may be subject to a $10 cancellation fee. Once processed or shipped, orders are treated as returns and standard return fees apply.

Exchanges — Flat $20 Fee (No Hidden Charges)

• • $10 → prepaid return label (sending the original pair back)

  • $10 → processing & outbound shipping for the replacement pair

    $20 covers everything

• Exchange fee is charged after we receive and approve the returned item.

• Items must still meet all eligibility rules (unused, clean, in original packaging).

Processing a Return

1. Log in with the email address or phone number you used at checkout.

2. In My Orders, select the item you’d like to return and click Request Return.

3. Within 24–48 hours, we’ll email you a return authorization and prepaid shipping label.

4. Print the label, pack the shoes securely (shoebox inside a protective carton), and drop the package at the carrier location specified on the label.

Return Eligibility

• Items must be unused, odor-free, and in the same condition received.

• Try shoes on a carpeted surface to keep soles pristine.

• Returns showing dirt, stains, tears, or wear will be refused and shipped back at your expense.

• Pack shoes inside a protective carton—do not ship with the brand shoebox exposed.

Return Fees

 

Item Type	Standard Return Label	Extra Fee (if not in original shoebox)
Footwear	$10	+ $10 repackaging fee
Apparel	$5	+ $10 repackaging fee

 

Refund Timing

• Refunds are issued the same day we approve the return.

• Please allow 24–48 hours for the credit to appear on your original payment method.

Non-Eligible Returns

• If an item fails inspection, you’ll receive an email denial.

• To reclaim the item, email a prepaid label to info@steel-toes.com within 14 days; otherwise, it will be donated or disposed of.

Defective Items (30-Day Window)

• Email photos and a description of the defect within 30 days of delivery.

• If approved, we’ll send a prepaid label and process a refund or exchange after inspection.

• Normal wear, tear, or loss of waterproofing is not considered a defect.

 

Packages Marked “Delivered”

Once the carrier marks a package as delivered, Steel Toes is not responsible for loss or theft.

1. Check alternate drop-off spots, neighbors, or building management.

2. If still missing, file a claim directly with the carrier.
   
   

Gift Returns

Approved gift returns receive a store credit equal to the item’s value; a digital gift certificate is emailed once the return is processed.

Sale & Closeout Items

Sale and closeout items are final sale and not eligible for refund or exchange.

 

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Questions? Email info@steel-toes.com or call (407) 279-0053—we’re here to help!