Returns and Exchanges
At Exersteps, we look to deliver a walking experience like no other. But if the shoes you recently received are not fulfilling our Feel Good / Fit Good promise or just not for you right now, then let's start a return and make sure you leave still with a smile on your face.
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Before You Return.....
We want to make sure you had a good chance to experience the rocker bottom difference, so we always ask the question..... How long did you wear your new Exersteps shoes?
As a rocker bottom style shoe alters your walking stride and activates different muscles compared to a traditional athletic shoe, we encourage first-time or infrequent wearers to allow a break-in period for adjustment.
A recommended transition is 3-5 days of gradual wear until you are able to go for an extended length of time with full comfort and support, starting at just a couple hours on day one.
Initial use may even cause discomfort as your feet, legs, and posterior adjust to your modified gait as well as a new standing posture. Soreness in your impact joints is possible and should subside as regular use normalizes.
However, if muscle irritation, fatigue, or heightened pain does not go away, be sure to seek a professional evaluation as to whether rocker bottom footwear is a suitable walking choice for you.
+ If you feel a product return is possible when trying on the shoes, we recommend wear testing the shoe indoors in order to maintain "like new" quality.
+ And if it's simply that the shoe does not fit, well, of course, let's return it and see about getting you the right size. It starts there.
Comfort and fit is priority #1.
How To Return Or Exchange
For All Purchases Made On Exersteps.com
RETURNS
We offer free returns within 30 days of the purchase date if you are not fully satisfied with your Exersteps footwear.
To be eligible for a return, your product must meet the following criteria:
1) Be an authentic Exersteps product
2) Purchased and received from our brand website within the last 30 days
3) Be returned as a complete pair
4) Be returned in new or "like new" condition for full refund.
Free returns apply to those purchases made within the continental United States only.
START A RETURN
1) Log into your account. Click the button link at the bottom to access your account.
a. In the "email" field, enter your email address, and then click "continue".
b. In your email account, open the email sent from Exersteps and copy the six-digit verification code included in the email.
c. Return to the Exersteps site, and then enter the six-digit code.
2) Click the order that you want to submit for the return.
3) If your order has more than one item, then select the items you want to return.
4) Select a return reason and add a note for our processing team. This will be required.
5) Click "submit request".
If your return request is approved and requires shipping, then you will receive an email from Exersteps with shipping instructions and a return shipping label. After the product is returned, we will review for condition and use.
A full refund will be issued if returned in new or "like new" condition. Lightly worn product that can be cleaned and reused will incur a 25% refurbishing fee. All other conditions will not be considered for a refund and shoe can be returned at your expense or kept for our donation program.
EXCHANGES
We do not offer direct exchanges for online orders. Instead, start your return request by following the above instructions and place a new order for your replacement or other product separately. If we can assist in the selection of a new style or size, we're here to help.
FAQs
What is your return policy?
We want you to be 100% satisfied with the Exersteps product you purchased. As part of our Feel Good / Fit Good promise, if you just aren't happy with the Exersteps shoes you bought, you have 30 days from time of purchase to return your item(s).
Shoes purchased between November 15 and December 31 have until January 31 to process a return.
When will I be refunded for my return?
When considering shipping time back to our returns center and bank processing, it could take up to 2-3 weeks total for your refund to be fully returned to your original form of payment.
Note, orignal shipping charges from your purchase are not refunded. Refunds can only be posted to the original form of payment.
If the shoes are not returned "like new", can I still expect a full refund?
As we understand that a "break in" period for wearing the Exersteps shoes may be needed to see if you want to keep, full refunds are only available for new or "like new" condition product. If our process team can clean and restock the shoes "like new", you will receive a full credit. Othewise, a 25% refurbishing fee may be deducted from your refund.
For shoes returned that are deemed not resellable, no refund will be available and the shoe(s) can be returned at your expense or kept for our donation program.
I bought my Exersteps from another retailer or marketplace, can I return them through your website?
We only accept returns from product purchased directly on Exersteps.com.
If not purchased on our website, please contact the seller and follow their instructions for returns.
Do I have to pay for shipping?
All returns made in the contiguous United States are free. Once you begin the return process and are approved, we will send you a label to use for shipping, on us.
For returns being made outside this shipping territory, it will be at the shipper's expense.
How will I know if my shoe is being properly returned?
We will send you a confirmation notification to your email address after we receive your return request.
If your return is approved, you will get a notification which includes the return shipping information, such as the return shipping label that you will upload for printing.
If your return is not approved, you will receive a notification stating the reason why the return request was declined.
I received the PDF file for the shipping label, now what?
Restuff and repack your shoes in the original branded box as best to protect them during shipment. Place them in a shipper box. Place shipping label on outside of the box. Take to your local UPS or USPS office or schedule a pick-up.
Keep the tracking # for reference or for use with Exersteps customer service if needing additional assistance.
Need further help?
If you need any assistance with your return, reach out to our awesome customer support team.
Call us at (888) 885-6345 or email customerservice@exersteps.com.