Hey there! At Stepgear, we’re not just another faceless online store—we’re a small team of passionate folks who genuinely care about your experience. Ever wondered who’s on the other side of that "Contact Us" button? It’s probably me, Sarah, the founder, or one of our tight-knit crew. We read every message personally, and yes, we even reply to most of them ourselves (though sometimes it takes a coffee or two to get through the inbox!).
Let’s be honest—customer service these days can feel like shouting into a void. Not here. When you reach out, whether it’s a question about sizing, a return, or just to say you loved those sneakers, we treat it like a conversation with a friend. Last month, a customer’s feedback about our packaging led to a complete eco-friendly overhaul. See? Your words actually make a difference.
P.S. If you’re emailing about an order, including your order number helps us pull up details faster. But no stress—we’ll figure it out either way!
Back in 2018, when Stepgear was just me packing orders from my studio apartment, I’d handwrite thank-you notes with terrible doodles. These days, we’ve grown (and my drawing skills haven’t), but that personal touch stuck. Last winter, a customer’s email about her son’s first hiking boots turned into a 20-message thread sharing trail recommendations. That’s the stuff that makes this job awesome.
So go ahead—hit us with your questions, rants, or even your favorite hiking spots. We’re all ears.
