Shipping Policy
Last updated: December 31, 2025
Thank you for shopping at Eclat Steps. We are committed to delivering your custom-made footwear as quickly and transparently as possible. Please read our policy below to understand our shipping processes.
1. Order Processing & Shipping Times
Since our sneakers are custom-made to order, please account for both production and transit times. All estimates are based on business days (Monday – Friday).
- Order Cut-off Time: 05:00 PM (GMT-05:00) Eastern Standard Time (EST).
- Order Handling Time (Production): 6 – 8 business days.
- Transit Time (Shipping): 5 – 18 business days.
- Total Estimated Delivery Time: 11 – 26 business days.
*Please note: Orders placed after the cut-off time will begin processing on the following business day.
2. Shipping Costs
We provide flat-rate and free shipping options for orders within the United States:
| Order Value | Shipping Rate |
|---|---|
| Orders under $100.00 | $5.99 (Flat Rate) |
| Orders $100.00 and over | FREE Shipping |
(All prices are in USD)
3. Shipping Carriers & Origin
To provide the best service, we partner with reliable carriers including USPS, DHL, YunExpress, and 4PX for US domestic orders. International orders may be handled by local postal services such as Canada Post, Royal Mail, or Australia Post.
Shipment Origin: Your order may be fulfilled from our U.S. fulfillment centers or our international manufacturing partners depending on stock availability and your location. This allows us to maintain high-quality custom production.
4. Order Tracking
Once your package is dispatched, a shipping confirmation email containing a tracking number will be sent to you. You can track your order directly on the carrier’s website or contact us at [email protected] for assistance.
5. Delivery Issues & Restrictions
- Address Accuracy: We are not responsible for orders delivered to incorrect addresses provided by the customer.
- PO Boxes: We deliver to PO Boxes within the US via USPS.
- APO/FPO: We cannot guarantee delivery to military addresses due to carrier restrictions.
- Delays: While we aim for 26 business days, external factors (customs, extreme weather, peak seasons) may extend delivery up to 30 business days in rare cases.
6. Taxes and Duties
For international orders, please be aware that Eclat Steps does not collect VAT, duties, or customs fees at checkout. Any import charges imposed by your local government are the sole responsibility of the recipient
7. Contact Information
For any questions regarding your shipment, please reach out to our customer support team:
- Email: [email protected]
- Brand Office: 26670 Centerview Dr Unit 13, Millsboro, DE 19966, United States
- Legal Entity (We Can Custom LLC): 1209 Mountain Road Pl Ne Ste N, Albuquerque, NM 87110, USA
- Support Hours: Monday – Friday | 9:00 AM – 5:00 PM (EST)