Shipping Area

StepMate currently ships exclusively within the United States. We do not offer international shipping at this time. Orders placed with an address outside the United States will not be processed. Customers must provide a valid and complete US delivery address at checkout.

Shipping Charges

StepMate applies a flat shipping rate of $30 USD per order. The total shipping charge is clearly displayed at checkout before you complete your purchase. We do not offer free shipping promotions unless explicitly stated on our website.

Order Cut Off Time

Our daily order cut off time is 4:00 PM PT. Orders placed before 4:00 PM PT on a business day (Monday through Friday) are processed according to our standard schedule. Orders placed after 4:00 PM PT, on weekends, or on public holidays will begin processing on the next business day.

Processing Time

Orders typically require 1 to 2 business days for processing. During this time, we verify your payment, prepare your item for shipment, and arrange dispatch. Processing time does not include transit time. Weekends and public holidays are not counted as business days.

Transit Time and Estimated Delivery

Once dispatched, orders generally take 6 to 7 business days to reach their destination. Adding the 1 to 2 business days for processing, the total estimated delivery time from order placement to arrival is between 7 and 9 business days.

Please remember that these are estimates. Actual delivery times may vary depending on the delivery location, carrier operations, and external factors.

Shipping Carriers

StepMate works with reputable third party carriers to deliver orders. The specific carrier used depends on the product, package size, and delivery destination. Once your order is dispatched, we will provide you with the carrier information.

Order Tracking

After your order has been dispatched, you will receive a shipping confirmation email containing a tracking number. Please allow up to 24 hours for the tracking information to update on the carrier’s website. If you do not receive tracking details within 3 business days of dispatch, contact us at support@stepmate.shop.

Order Changes and Cancellations

You may request a change to your shipping address or cancel your order within 24 hours of placing it. To do so, email support@stepmate.shop immediately with your order number. Requests made after 24 hours may not be possible if the order has already entered the processing or shipping stage.

Customer Responsibility for Address Accuracy

You are fully responsible for providing an accurate and complete shipping address. StepMate is not liable for orders that are delayed, lost, or returned because of an incorrect address provided by the customer. If an order is returned to us due to an address error, you may be required to pay a new shipping fee for reshipment.

Failed Deliveries and Returned Packages

If a delivery fails because the carrier could not access the location, the package was refused, or the recipient was unavailable, the order may be returned to StepMate. We will contact you using the email provided with your order. If you wish to have the order resent, you will be responsible for paying the full $30 USD shipping fee again.

Lost, Damaged, or Delayed Packages

StepMate is not responsible for delays caused by the shipping carrier, severe weather conditions, natural disasters, or high volume holiday periods. We provide tracking information to help you monitor your shipment. If your package is lost during transit, please contact support@stepmate.shop within 7 business days of the estimated delivery date. We will assist you in filing a claim with the carrier. StepMate cannot be held responsible for packages that are confirmed as delivered by the carrier but later reported as stolen.

Undeliverable Addresses

We do not ship to P.O. Boxes, APO, FPO, or DPO addresses. If you provide one of these address types, your order will be flagged and we will contact you to request an alternative address.

Questions About Shipping

If you have any questions regarding this Shipping Policy, your shipment status, or tracking, our support team is available during business hours. Please reach out to us at support@stepmate.shop.