Shipping policy
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, subject to any Checkout+ protection selected and purchased for the order and any rights that cannot be waived under applicable law.
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.
CHECKOUT+ RETURN SHIPPING AND PACKAGE PROTECTION
Checkout+ may be displayed at checkout as “Free returns and package protection.” In that description, “free returns” means that the cost of a prepaid return shipping label issued through the STEP 22 Return & Claims Portal is covered for an otherwise eligible return or exchange. The 10% restocking fee, original-shipping rules, return requirements, and other applicable terms still apply.
Checkout+ applies only when it is selected and paid for with the original order.
If Checkout+ Is Purchased
Checkout+ provides:
- A prepaid return shipping label issued through the STEP 22 Return & Claims Portal for an otherwise eligible return or exchange.
- Package protection for qualifying shipments that are lost, stolen, or damaged during shipping.
- A replacement when a package-protection claim is approved.
Approved package-protection claims are resolved by replacement only and are not eligible for a refund.
If Checkout+ Is Declined
Customers who decline Checkout+ may still return or exchange an otherwise eligible product, but they must arrange and pay for the return shipment. Orders placed without Checkout+ are not covered by STEP 22 for loss, theft, or damage occurring after the shipment is tendered to the carrier.
Checkout+ is not required when STEP 22 sent the wrong item or for a valid manufacturing or workmanship defect covered by the applicable STEP 22 Limited Warranty or manufacturer warranty.
Checkout+ Limitations
Checkout+ does not:
- Extend a return or claim deadline.
- Make a used or otherwise ineligible product returnable.
- Make a final-sale product returnable.
- Waive the 10% restocking fee or another applicable deduction.
- Make original shipping charges refundable.
- Guarantee approval of a return, exchange, or package-protection claim.
Redo and Shipsurance Terms
By selecting and purchasing Checkout+ and accepting STEP 22’s Terms of Service, 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. Those third-party terms and policies are incorporated into the Checkout+ purchase by reference.
Submitting a Shipping Claim
Shipping-damage, lost-shipment, and stolen-shipment claims must be submitted through the STEP 22 Return & Claims Portal. Claims are subject to review, applicable deadlines, supporting-information requirements, and the terms of the applicable coverage.
- Shipping damage must be reported through the portal within 14 days of delivery.
- Claims for lost or stolen shipments must be filed through the portal within 48 hours after you realize that the package is lost or stolen.
- For shipping damage, keep the damaged product, shipping box, and all packaging materials until the claim has been resolved.
- Upload enough clear photographs to show the issue, generally including the damaged product and relevant damage to the shipping box or packaging.
Customers who declined Checkout+ are not covered by STEP 22 for shipments lost, stolen, or damaged after being tendered to the carrier.
Coverage Eligibility, Accuracy, Fraud, and Abuse
Package-protection coverage is subject to the 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 coverage or a claim, loss of eligibility to purchase future coverage, and civil or criminal penalties under applicable law.
Order Cancellations
If STEP 22 successfully cancels an entire order before shipment, the resulting full refund will include the Checkout+ charge. Submitting a cancellation request does not guarantee that the order can be stopped before shipment.
International Shipments
International shipments may be subject to customs duties, taxes, brokerage charges, import fees, or similar charges imposed by the destination country. These charges are determined by the applicable authorities and are the responsibility of the recipient. Please consult your local customs authority for details before ordering.
Complete Shipping, Returns, and Claims Terms
For complete information regarding shipping, returns, exchanges, Checkout+, package-protection claims, return shipping, final-sale products, refunds, replacements, and order cancellations, review the STEP 22 Shipping, Returns & Claims Policy.
LAST UPDATED: September 7, 2026