Welcome to our FAQ page! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our friendly customer service team is always happy to help at [email protected].
About Our Products
What types of shoes do you offer?
We specialize in high-quality children’s footwear for every occasion, including:
- Boots for winter adventures
- Crib shoes for those precious first steps
- Flats and loafers for dressier occasions
- Oxfords for classic style
- Sandals for summer fun
- Sneakers & Athletic Shoes for active play
How do I choose the right size for my child?
We recommend measuring your child’s foot and comparing it to our detailed size charts (available on each product page). Remember that children’s feet grow quickly, so you might want to consider ordering a half size up for growing room. If you’re between sizes or unsure, our customer service team can help!
Are your shoes durable for active children?
Absolutely! Our shoes are “Built for Play, Priced for Parents”. We use quality materials and construction methods to withstand playground adventures, while keeping them affordable for families.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save your shipping information, and view order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. We’ll send you a link to create a new password.
Can I modify or cancel my order after placing it?
We process orders quickly to get them to you as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process yet.
Shipping & Delivery
What shipping options do you offer?
We offer two convenient shipping options:
- Standard Shipping ($12.95): Handled by DHL or FedEx, delivered in 10-15 days after shipping (1-2 day processing)
- Free Shipping: For orders over $50, handled by EMS postal service, delivered in 15-25 days after shipping (1-2 day processing)
How long does order processing take?
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.
Do you ship internationally?
Yes! We ship worldwide, excluding some Asian and remote regions. Each international order is packed with care and includes clear labeling for customs clearance. International delivery times may vary based on destination.
Can I track my order?
Yes! You’ll receive tracking information via email once your order ships. You can also check your order status by logging into your account.
What should I do if my package is delayed?
While we work with reliable carriers, occasional delays can happen, especially with international shipping. If your package is significantly delayed beyond the estimated delivery window, please contact us at [email protected] with your order number and we’ll investigate.
Payments & Pricing
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information. We don’t store your full credit card details on our servers.
Do you charge sales tax?
Sales tax is applied based on the shipping destination and local tax laws. Any applicable taxes will be shown during checkout before you complete your purchase.
Why was I charged more than the product price?
Additional charges might include:
- Shipping fees (unless your order qualifies for free shipping)
- Sales tax (where applicable)
- Customs duties or import taxes (for international orders)
Returns & Exchanges
What is your return policy?
We want every pair to be the perfect fit! You may return unworn shoes in their original packaging within 15 days of delivery for a hassle-free exchange or refund.
How do I initiate a return?
Please contact our customer service team at [email protected] with your order number and reason for return. We’ll provide you with return instructions and any necessary forms.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method for returns.
How long does it take to process a refund?
Once we receive your return, please allow 3-5 business days for processing. Refunds will be credited to your original payment method. The time it takes for the refund to appear in your account depends on your bank or credit card company.
What if I receive a damaged or incorrect item?
We’re sorry for the inconvenience! Please contact us immediately at [email protected] with photos of the damaged/incorrect item and your order number. We’ll arrange for a replacement or refund and cover all associated shipping costs.
Still Have Questions?
Our customer service team is here to help! Contact us at [email protected] and we’ll respond within 24 hours (excluding weekends and holidays).
From our family to yours – happy steps ahead!
The Stacy Adams & Stride Rite Sales Team