Frequently Asked Questions

StepMate is an online store offering walkinsticks products and accessories. Please review individual product pages for detailed descriptions, images, specifications, and pricing.

We ship exclusively within the United States. We do not currently offer international shipping or delivery to addresses outside the US.

StepMate charges a flat shipping rate of $30 USD per order. The total shipping charge is clearly displayed at checkout before you complete your purchase.

Our daily cut-off time is 5:00 PM PT. Orders placed before 5:00 PM PT on a business day (Monday through Friday) begin processing the same day. Orders placed after 5:00 PM PT, on weekends, or on public holidays begin processing the next business day.

Orders generally require 1 to 2 business days for processing. This includes order verification, payment confirmation, and dispatch preparation. Processing time does not include transit time.

Once your order has been dispatched, the estimated transit time is 6 to 7 business days.

From order placement to arrival, the estimated total delivery time is 7 to 9 business days (1 to 2 days processing plus 6 to 7 days transit). Delivery times are estimates and may vary due to carrier operations, weather, or other external factors.

StepMate works with reputable third-party carriers. The specific carrier depends on the product, package size, and delivery destination. Once dispatched, we provide carrier details in your shipping confirmation email.

Yes. After dispatch, you will receive a shipping confirmation email with a tracking number. Please allow up to 24 hours for tracking updates to appear. If you experience issues, contact us at support@stepmate.shop.

If your order has not arrived within the estimated delivery period, please contact us at support@stepmate.shop with your order number. We will review the shipment status and assist you with the next steps.

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

Contact us at support@stepmate.shop as soon as possible and within the 24-hour order change window. Address changes may not be possible once the order has entered processing or has been dispatched. You are responsible for providing an accurate shipping address.

StepMate accepts eligible return requests within 30 days of the delivery date. To qualify for a return, you must contact us within this 30-day period.

Yes. We accept eligible returns for defective products within the 30-day return window. Contact us at support@stepmate.shop with your order details and a description of the issue.

For eligible non-defective returns or customer-initiated returns, the customer is responsible for the cost of return shipping. If the return is required because of a mistake attributable to StepMate, such as receiving an incorrect or defective product, StepMate will cover the cost of the return label.

No. StepMate’s restocking fee is $0 USD for all eligible returns.

No. StepMate does not accept exchanges. If you want a different product, please return your eligible item according to our Return and Refund Policy and place a separate order for the new product, subject to availability.

Once we receive and inspect your returned product, approved refunds are processed within 9 business days. The refund is issued to your original payment method. After we process the refund, your bank or card issuer may take additional time to make the funds available.

We accept the following payment methods, subject to availability at checkout:

• Visa, MasterCard, American Express, Discover
• Visa and MasterCard debit cards
• PayPal, Apple Pay, Google Pay

All payments must be made in U.S. Dollars (USD).

All prices on StepMate are displayed and processed in U.S. Dollars (USD) unless otherwise clearly stated on the website.

You can reach us by email at support@stepmate.shop or through the chat support available on our website. Our team is available during business hours. For questions about an existing order, please include your order number in your email.