Shipping, Returns & Claims
SHIPPING POLICY
Order Processing
We aim to ship all orders within 1–3 business days after an order is placed. Processing time may vary based on order volume, weekends, holidays, promotional periods, or temporary closures. If you need delivery by a specific date, please contact us before placing your order so we can confirm feasibility.
Rush Shipping
Selecting expedited shipping, such as Overnight or 2-Day service, refers only to the carrier transit time after shipment. It does not shorten STEP 22’s order-processing time. We do not guarantee delivery dates and are not responsible for delays caused by shipping carriers, weather, holidays, or other circumstances outside our control.
Tracking Information
Tracking numbers are generated when shipping labels are created. Carrier tracking systems may not update until the package is physically scanned by the carrier, and tracking information may take up to 48 hours to appear. If tracking does not update immediately, please allow additional time before contacting support.
Shipping Locations
STEP 22 ships within the United States and U.S. territories and to select international destinations, including but not limited to Mexico, South America, Europe, Asia, Australia, and the Middle East. We do not ship to all international locations.
Risk of Loss
Risk of loss and title pass to the customer when the shipment is tendered to the carrier.
Customers who decline Checkout+ assume the risk of loss, theft, or damage after the shipment is tendered to the carrier. Optional protection for qualifying lost, stolen, or transit-damaged shipments is available through Checkout+, as described below.
International Shipments
International shipments may be subject to customs duties, taxes, brokerage charges, and import fees. These charges are determined by the destination country and are the responsibility of the recipient. Please consult your local customs authority for details before ordering.
CHECKOUT+ FREE RETURNS AND PACKAGE PROTECTION
STEP 22 uses Redo to provide Checkout+, the optional coverage offered during checkout and described as “Free returns and package protection.” Checkout+ applies only when it is selected and paid for with the original order.
By selecting and purchasing Checkout+ and accepting STEP 22’s Terms and Conditions, you also acknowledge and accept the Redo Privacy Policy and agree to be bound by the Redo Terms and Conditions and the Shipsurance Coverage Terms for the Redo Insurance Program, in each case to the extent applicable to you. These third-party terms and policies are incorporated into your Checkout+ purchase by reference.
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| Situation | Checkout+ Purchased | Checkout+ Declined |
|---|---|---|
| Eligible return or exchange | Return postage is covered. | Customer arranges and pays for return shipping. |
| Shipment lost or stolen | Eligible for a replacement claim. | Not covered. |
| Item damaged during shipping | Eligible for a replacement claim. | Not covered. |
| STEP 22 sent the wrong item | STEP 22 handles the error and covers approved return shipping. | STEP 22 handles the error and covers approved return shipping. |
| Valid manufacturing or workmanship defect | Handled under the applicable guarantee or manufacturer warranty. | Handled under the applicable guarantee or manufacturer warranty. |
| Final-sale item | Not returnable or exchangeable. | Not returnable or exchangeable. |
Approved package-protection claims are resolved by replacement only. Package-protection claims are not eligible for a refund.
“Free returns” means that return postage is covered for an otherwise eligible return or exchange. It does not mean that every return is automatically approved or that all return-related charges are waived.
Checkout+ does not:
- Extend the 14-day return period.
- Make a used or otherwise ineligible product returnable.
- Make a final-sale product returnable.
- Waive applicable restocking fees.
- Make original shipping charges refundable.
- Guarantee approval of a return, exchange, or package-protection claim.
Coverage Eligibility, Accuracy, Fraud, and Abuse
Package-protection coverage is subject to all eligibility requirements, exclusions, limits, conditions, and claim requirements in the Shipsurance Coverage Terms.
The right to purchase or continue purchasing package-protection coverage is not guaranteed. Shipsurance may prohibit a customer from purchasing coverage for reasons including fraud, misrepresentation, failure to follow coverage rules, abusive or threatening behavior or language, or loss history. Shipsurance states that it will provide 10 days’ notice if it determines that a customer is ineligible for future coverage.
By purchasing Checkout+, you certify that all information provided is accurate and truthful. False, fictitious, or fraudulent statements or claims may result in denial of a request for coverage or a claim, loss of eligibility to purchase future coverage, and civil or criminal penalties under applicable law.
RETURN POLICY
We want you to be satisfied with your purchase. Requests for eligible returns or exchanges must be started within 14 days of delivery and are subject to the conditions below.
IMPORTANT: A return or exchange request must be started through the STEP 22 Return & Claims Portal within 14 days of delivery.
Return Conditions
- Products must be new, unused, uninstalled, complete, and in resalable condition.
- Loading, packing, installing, mounting, washing, or modifying a product counts as use.
- A toiletry bag is considered used once toiletries or personal-care products are placed inside. Yes, we will know when the product is inspected.
- All original components, straps, panels, hardware, accessories, instructions, inserts, and other included items must be returned.
- Products must be returned in their original product packaging, including polybags when applicable.
- An authorized return must be shipped back within 10 business days after return authorization is issued.
- Used, installed, washed, altered, modified, damaged, incomplete, or contaminated products are not eligible for a standard return or exchange.
- Original shipping charges are nonrefundable.
- If free shipping was applied and the return lowers the qualifying order value below the free-shipping threshold, the original shipping cost will be deducted from the refund.
- Returns are subject to a 10% restocking fee.
- Products sent back without return authorization may be refused and returned to the customer at the customer’s expense.
Final-Sale Products
Products marked “Final Sale” on the applicable product listing cannot be returned or exchanged, even when they remain new and unused. Purchasing Checkout+ does not make a final-sale product returnable.
STARTING A RETURN, EXCHANGE, OR CLAIM
Use the STEP 22 Return & Claims Portal to:
- Return an eligible product.
- Request an exchange.
- Report that STEP 22 sent the wrong item.
- Report an item damaged during shipping.
- Submit a claim for a lost or stolen shipment.
- Report a possible product defect identified within 14 days of delivery.
START A RETURN, EXCHANGE, OR CLAIM
How the Process Works
- Open the portal and locate your order.
- Select the applicable item or shipment.
- Choose the reason for your request.
- Provide the requested explanation and information.
- Upload enough clear photographs to show the product or issue.
- Confirm that the information submitted is complete and accurate.
- Submit the request for STEP 22 review.
- Follow the return or claim instructions provided after review.
Please allow up to 72 hours for STEP 22 to review your submission.
Do not send any product to STEP 22 without return authorization.
STEP 22 manually reviews every request. Approval of a return request means only that the product may be sent back for inspection. It is not final approval of a refund or exchange. Final approval occurs after the returned product is received and inspected.
STEP 22 may approve the request, reject it, request additional information, or provide different instructions based on the circumstances. Package-protection claims are also subject to review and approval before a replacement is issued.
Possible manufacturing or workmanship defects reported after the initial 14-day period must be submitted according to the instructions on the STEP 22 Lifetime Guarantee page.
OPEN THE RETURN & CLAIMS PORTAL
RETURN SHIPPING AND PACKAGING
Orders With Checkout+
If Checkout+ was purchased, a covered return shipping label will be provided through the portal for an eligible return or exchange.
Checkout+ covers the eligible return label only. It does not make original shipping charges refundable or waive applicable restocking fees or other deductions.
Orders Without Checkout+
Customers who declined Checkout+ are responsible for arranging and paying for return shipping on ordinary returns and exchanges.
Use a shipping service that provides tracking and insure the shipment for the product’s full value. Customer-arranged return shipments remain the customer’s responsibility until they are delivered to STEP 22. STEP 22 is not responsible for customer-arranged return shipments that are lost, damaged, delayed, or misdirected.
Packaging Requirements
- Use appropriately sized, protective packaging.
- Use packaging that is at least as large and protective as the packaging in which the product was originally shipped.
- Do not fold, roll, crush, compress, or force a product into packaging that is too small.
- Include all original components and applicable product packaging.
- Securely close the package, properly attach the return label, and follow any additional shipping instructions provided through the portal.
Improper packaging may damage the product and may result in a reduced or denied refund.
PROBLEMS WITH AN ORDER
STEP 22 Sent the Wrong Item
If STEP 22 sent an item different from what you ordered, submit the issue through the Return & Claims Portal within 14 days of delivery.
Checkout+ is not required. STEP 22 will review the request and, when the error is confirmed, provide the appropriate instructions and cover the approved return shipping.
Please accurately disclose the condition of the item and whether it was used before the error was discovered. Once you realize that the item is incorrect, discontinue use and keep the item and packaging in their current condition.
Shipment Lost, Stolen, or Damaged During Shipping
Checkout+ is required for package-protection coverage involving a shipment that is lost, stolen, or damaged during shipping.
Claims must be submitted through the Return & Claims Portal and are subject to review and approval.
Claims for lost or stolen shipments must be filed through the portal within 48 hours of realizing the package is lost or stolen.
For shipping damage:
- Keep the damaged product.
- Keep the shipping box and all packaging materials.
- Upload enough clear photographs to show the issue. This will generally include photographs of the damaged item and the damaged shipping box or packaging.
- Do not discard the item or packaging until the claim has been resolved.
Approved package-protection claims are resolved by replacement only.
Customers who declined Checkout+ are not covered by STEP 22 for shipments lost, stolen, or damaged after being tendered to the carrier.
Product Defects
A possible manufacturing or workmanship defect identified within 14 days of delivery may be reported through the Return & Claims Portal. Checkout+ is not required.
Claims made after the initial 14-day period must follow the instructions on the STEP 22 Lifetime Guarantee page.
Shipping damage, normal wear and tear, misuse, abuse, accidental damage, improper installation, and customer modifications are not manufacturing defects. Complete coverage terms and claim instructions are provided on the Guarantee page.
REFUNDS, EXCHANGES, AND REPLACEMENTS
Refunds
Refunds are processed only after the returned product is received and inspected by STEP 22.
Approved refunds are issued to the original payment method and consist of the eligible product purchase price, less:
- Original shipping charges.
- Applicable restocking fees.
- Applicable free-shipping adjustments.
- Any other authorized deductions based on the condition, completeness, or handling of the returned product.
After a refund is processed, please allow approximately 5–10 business days for the funds to appear, depending on the payment provider.
Exchanges
Exchange requests must be submitted through the Return & Claims Portal and are subject to product eligibility, availability, manual review, return receipt, and physical inspection.
If Checkout+ was purchased, the eligible return shipping label is covered. Customers who declined Checkout+ are responsible for return shipping.
Replacement products are generally shipped after the original product is received and approved. Any difference in product price will be charged or refunded as applicable.
Package-Protection Replacements
Approved claims for packages lost, stolen, or damaged during shipping are replacement-only and do not result in a refund.
Standard order-processing and shipping times apply to replacement shipments.
ORDER CANCELLATIONS
Cancellation requests must be submitted before shipment. Please allow up to 72 hours for cancellation requests to be reviewed and processed.
Submitting a cancellation request does not guarantee that the order can be stopped. Orders may ship before a cancellation request is processed.
If STEP 22 successfully cancels the complete order before shipment, the customer will receive a full refund, including the Checkout+ charge.
Once an order has shipped, it cannot be canceled and the applicable return or package-protection policy will apply.