We do our best ship all orders within one to three days from the time of order. Please note that time of day, weekends, holidays, or unusually busy times like holidays or sales shopping may delay some shipments. If you need your order shipped by a certain day, please contact us to verify that we will be able to meet your requested delivery date.
Please Note: Our system generates a tracking number as soon as we print your mailing label. The carrier (USPS, UPS, etc.) may not have record of your shipment until the package is in their possession and scanned. The tracking link we provide may not yield results for up to 48 hours, depending on the time and day you place your order. If your tracking link does not show package movement, please wait 24 hours and try again.
At this time, STEP 22 ships merchandise to locations within the United States and U.S. territories, including Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands. Additionally, STEP 22 ships merchandise to Canada, Mexico, Australia, New Zealand, British Virgin Islands, Japan, UAE, Kuwait, Saudi Arabia, Qatar, Oman, and most of Europe, but not to other international locations. The risk of loss and title for all merchandise ordered on this website passes to you when the merchandise is delivered to the shipping carrier. Customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of your order and vary from country to country. Contact your local customs office for details.
At STEP 22 we make returns as easy as possible. Our mission is to provide the best products and service in the industry. We understand that sometimes customers change their minds about a product they order or simply do not need them anymore. We also know that customers are cautious about return policies because they are sometimes tricky and misleading. Our goal is to make the return or exchange process trustworthy and as simple as possible.
If for any reason you are not completely satisfied with your purchase, you may return the item within 14 days of delivery.
The following rules apply:
- Products must be in original packaging and in a new and resalable condition.
- Any product that was used (in any way), defaced, or fully/partially installed is only returnable in the event of a defect.
- Shipping fees are non-refundable.
- If the return is the result of an error on our or a manufacturer's part, we will cover return shipping fees.
- There are a few non-returnable products and services offered on our website. The product description clearly states this for these specific products and services.
- Order cancellations can only be requested prior to shipment.
- Returns are subject to a 5% re-stocking fee that might be withheld from the refund. This covers transaction fees and shipping expenses that are incurred by STEP 22 during the process of all transactions. This is required due to fraudulent activity in the past. Contact us to determine if a restocking fees applies to your return.
Insuring your return is highly recommended. STEP 22 is not responsible for lost or misdirected returns. Please package your return with appropriate protection for the product. Boxes/packing used for return shipments should be at least as large as the box/packing your order arrived in. If a product did not arrive to you folded in half, it should not be returned folded in half. Do not force a return product to fit in packaging that is too small. Source the proper size packaging or you might damage the product and risk loss of your refund.
For warranty claims, STEP 22 reserves the right, at its sole discretion, to either repair or replace the product in question, based on STEP 22 and other manufacturer’s policies. In all cases, replacement products might not be immediately available.
Please send an e-mail to email@example.com and include the following information.
- Your name
- The original order number
- The item(s) you would like to return
- The reason(s) for your return
- Product(s) condition. i.e. unopened, damaged, etc.
Please allow up to 72 hours for claim processing. We will reply with directions for your return. Once we receive your return, we will process a refund where necessary and update you via e-mail. Please allow 5-10 days for the funds to be credited back to your account. We understand that this time period can be frustrating, but please understand this is controlled by the payment processors and there is nothing STEP 22 can do to speed up the process. NOTE: A refund can ONLY be sent to the original payment method. If you no longer have access to that payment method, you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.
There are two ways to exchange a product:
Option 1 (Slower) - Use the standard return procedure outlined above for the part you need exchanged. In your request please also specify the exact item(s) you would like to receive in exchange. Upon receipt of your returned product we will process an exchange and ship the new item(s). If there is a difference in the price, you will be either refunded or charged the difference.
Option 2 (Faster) - Order the new part online or over the phone so it can be shipped to you right away. Then request a standard Return as outlined above for the part you would like to return. Upon return of the part a refund will be issued.
DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
If your product(s) arrive defective, damaged, or simply incorrect, please contact us as soon as possible. Please do not attempt to use or install the part. We will send you a replacement part and provide you with a prepaid return label to return the defective part. Product(s) must be returned to us within 14 days.
When a replacement part is requested to be shipped prior to the return of original merchandise, we must temporarily authorize your credit card until the original merchandise is returned.
When you request a cancellation of an order, it may take up to 72 hours to process your cancellation claim. This process may involve voiding orders in computer systems, removing items from back-order logs, having operations personnel pull items from production schedules and sometimes stopping orders at the shipping dock. Also note that sometimes products ship more quickly than expected, so we recommend that you do not purchase alternative products until receiving final confirmation of your cancellation.
REFUNDS & CREDITS
Once we receive your returned items, we will process a refund where necessary and update you via e-mail. The refund amount will be composed of the original purchase price minus shipping charges and any applicable re-stocking fees. Please allow 5-10 days for the funds to be credited back to your account. We understand that this time period can be frustrating, but please understand this is controlled by the payment processors and there is nothing STEP 22 can do to speed up the process. NOTE: A refund can ONLY be sent to the original payment method. If you no longer have access to that payment method, you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.