Shipping Information
At StepActive Shop, we strive to deliver your orders promptly and efficiently. Here’s what you need to know about our shipping process:
- Order Processing Time: 1-2 business days.
- Standard Shipping: Delivered via DHL or FedEx, with an estimated delivery time of 10-15 business days after dispatch. Shipping fee: $12.95.
- Free Shipping: Available for orders over $50, delivered via EMS, with an estimated delivery time of 15-25 business days after dispatch.
Please note that delivery times may vary depending on your location and any customs delays.
Returns & Exchanges
We want you to be completely satisfied with your purchase. If for any reason you are not happy, we offer a straightforward returns and exchanges process. Please review the following details:
Eligibility
- Items must be returned within 15 days of receiving your order.
- The product must be in its original condition, unworn, and with all tags attached.
Non-Returnable Items
Due to hygiene and safety reasons, the following items are not eligible for return or exchange:
- Kids Sandal Footwear
- Mens Sandal Footwear
- Womens Casual Footwear (if worn)
Return & Exchange Process
- Initiate a Return or Exchange: Contact our customer service team at [email protected] with your order number and the reason for the return or exchange.
- Return Authorization: Once your request is approved, you will receive a Return Authorization Number (RAN) and instructions on where to send the item.
- Ship the Item: Package the item securely and include the RAN inside the package. Ship the item to the address provided in the return instructions.
- Processing: Once we receive your returned item, our team will inspect it and process your refund or exchange within 5 business days.
Refund Timeline and Methods
Refunds will be issued to the original payment method used during the purchase. Please allow the following time for the refund to reflect in your account:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
Return & Exchange Request Template
To streamline your return or exchange request, please use the following template when contacting us:
Subject: Return/Exchange Request - Order #12345
Body:
Dear StepActive Shop Team,
I would like to request a return/exchange for my recent order (#12345). Below are the details:
Product Name: [Product Name]
Reason for Return/Exchange: [Reason]
Preferred Action: [Refund/Exchange]
Please provide the Return Authorization Number and further instructions.
Thank you,
[Your Full Name]
[Your Contact Information]
Contact Us
If you have any questions or need assistance with your return or exchange, please don’t hesitate to contact us at [email protected].
Thank you for shopping with StepActive Shop!