Shipping Policy

This Shipping Policy explains how Steprrs processes, prepares, ships, tracks, and delivers orders placed through our website.

By placing an order, you agree to the shipping terms described below.

Order Processing

Orders are typically processed before shipment within 1 to 3 business days.

Processing may include:

• Payment verification;

• Order review;

• Product preparation;

• Quality checks;

• Packaging;

• Shipping label creation.

Business days generally exclude weekends and public holidays.

During periods of high demand, promotional campaigns, product launches, or holidays, processing may take longer.

Once an order has entered processing, changes or cancellations may no longer be possible.

Shipping Confirmation

After your order has been prepared for shipment, you may receive a shipping confirmation email containing available tracking information.

Tracking information may take 2 to 5 business days to update after the shipping confirmation is sent.

A tracking number becoming available does not always mean that the carrier has already scanned or physically collected the package.

Estimated Delivery Times

Estimated delivery times depend on the destination, selected shipping method, carrier operations, customs procedures, and local delivery conditions.

Most orders are delivered within 5 to 15 business days after shipment.

In some cases, delivery may take longer due to:

• Customs inspections;

• Carrier delays;

• High order volume;

• Weather conditions;

• Public holidays;

• Transportation disruptions;

• Remote delivery locations;

• Incorrect or incomplete delivery information;

• Local postal service delays;

• Events outside our reasonable control.

Delivery estimates are provided as guidance and are not guaranteed delivery dates.

International Shipping

International shipping may be available to selected countries and regions.

International orders may be handled by multiple carriers during transit. Tracking updates may temporarily pause while a package is transferred between carriers or enters the destination country.

Customers are responsible for ensuring that the ordered products can legally be imported into their destination.

We may cancel or restrict orders where shipping is unavailable, prohibited, or commercially impractical.

Shipping Charges

Shipping charges are displayed during checkout before payment is completed.

Shipping costs may vary based on:

• Delivery destination;

• Package size or weight;

• Order value;

• Selected shipping method;

• Promotional offers;

• Carrier availability.

Shipping charges may be non-refundable after an order has been shipped, except where required by law or where the return results from an error on our part.

Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, brokerage charges, or local government fees.

Unless these charges are collected during checkout, they are the customer’s responsibility.

Steprrs does not control:

• Customs assessments;

• Import fees;

• Inspection procedures;

• Clearance delays;

• Local tax decisions.

Customers should review local import requirements before placing an order.

Refusing a package because of customs charges may result in shipping, return, carrier, or handling costs being deducted from any approved refund.

Delivery Address

Customers are responsible for providing complete and accurate delivery information during checkout.

Please review the following before completing an order:

• Recipient name;

• Street and building information;

• Apartment or unit number;

• Postal or ZIP code;

• City;

• Country;

• Email address.

Steprrs is not responsible for delays, failed delivery, additional costs, or lost packages caused by incorrect, incomplete, or outdated information submitted by the customer.

Contact info@steprrs.com as soon as possible if you notice an error.

Address changes cannot be guaranteed once an order has entered processing or shipment.

Address Changes After Shipment

Once an order has been shipped, we may be unable to change the delivery address.

Customers may contact the carrier directly to ask whether delivery options are available.

Any redirection, correction, storage, or reshipment fees charged by the carrier may be the customer’s responsibility.

Tracking an Order

Customers are responsible for monitoring the tracking information provided for their orders.

Tracking updates may include:

• Shipment created;

• Package accepted;

• In transit;

• Customs processing;

• Out for delivery;

• Delivery attempted;

• Available for collection;

• Delivered.

Tracking events are supplied by third-party carriers and may occasionally be delayed, incomplete, or inaccurate.

Delayed Tracking Updates

It is normal for tracking information to remain unchanged for several days, particularly during international transit or customs processing.

A lack of recent tracking updates does not necessarily mean that the package has been lost.

Please allow a reasonable period for the carrier to update the shipment before contacting customer support.

Delayed Orders

If your order has not arrived within the estimated delivery period, please:

• Review the tracking information;

• Check for carrier notices;

• Confirm that the delivery information is correct;

• Check with household members, neighbors, building staff, or local delivery offices;

• Contact the carrier when appropriate.

You may then contact info@steprrs.com with your order number and a description of the issue.

We will review the available shipping information and assist with the next appropriate steps.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

• Check around the delivery location;

• Ask household members or neighbors;

• Contact building reception or security;

• Review any delivery photo or carrier notice;

• Contact the delivery carrier.

Customers should report delivery concerns as soon as possible.

A refund or replacement is not automatically guaranteed when the carrier confirms successful delivery to the address provided during checkout.

Each case will be reviewed based on the available tracking, delivery confirmation, and supporting information.

Delivery Attempts and Collection

Some carriers may require:

• A signature;

• A secure delivery location;

• Collection from a local pickup point;

• Payment of applicable import charges;

• Confirmation of delivery instructions.

Customers are responsible for responding to carrier notices and collecting packages within the carrier’s specified period.

Packages that are not collected may be returned to the sender.

Refused or Unclaimed Packages

Orders that are refused, unclaimed, or returned because of customer inaction may be subject to:

• Original shipping costs;

• Return shipping costs;

• Carrier charges;

• Customs charges;

• Handling expenses;

• Reshipment fees.

Any approved refund will generally be processed only after the returned package has been received and inspected.

Incorrect or Incomplete Addresses

Packages returned because of an incorrect, incomplete, or undeliverable address may require an additional shipping payment before reshipment.

If a refund is approved instead of reshipment, shipping, return, handling, or carrier costs may be deducted where legally permitted.

Lost Packages

A package may only be considered lost after the carrier’s investigation or required waiting period has been completed.

When appropriate, we may open a claim with the carrier.

Customers may be asked to provide:

• Their order number;

• Confirmation of the delivery information;

• Details of carrier contact;

• A statement confirming that the package was not received.

Depending on the investigation outcome, we may offer a replacement, reshipment, store credit, or refund.

Fraudulent delivery claims or altered evidence may result in the claim being declined.

Damaged Packages

If a package arrives visibly damaged, please photograph:

• The outer packaging;

• The shipping label;

• The internal packaging;

• The affected product.

Contact info@steprrs.com as soon as possible and include the order number and clear images.

Customers should retain the damaged packaging until the claim has been reviewed, as the carrier may require inspection or additional evidence.

Missing or Incorrect Items

If an order arrives with a missing or incorrect product, contact info@steprrs.com and include:

• The order number;

• A description of the issue;

• Clear photos of the products received;

• A photo of the packaging and shipping label when requested.

Once reviewed, we may offer a replacement, reshipment, store credit, or refund, depending on the circumstances.

Split Shipments

Orders containing multiple products may be shipped in separate packages.

Separate packages may:

• Arrive on different dates;

• Have different tracking numbers;

• Be handled by different carriers;

• Receive tracking updates at different times.

Receiving only part of an order does not necessarily mean that the remaining items are missing.

Delivery to Secure Locations

Where available, carriers may leave packages in mailboxes, parcel lockers, reception areas, front entrances, or other secure locations.

Customers are responsible for checking these locations and following any pickup instructions.

Steprrs is not responsible for theft or loss after confirmed delivery, except where required by applicable law.

Shipping Restrictions

We may be unable to ship to certain:

• Countries or regions;

• Remote locations;

• Postal boxes;

• Military addresses;

• Freight-forwarding services;

• Restricted destinations.

Availability may depend on the product, carrier, local regulations, and delivery conditions.

An order may be cancelled and refunded if no suitable shipping method is available.

Freight Forwarders

When a customer chooses to use a freight forwarding or package forwarding service, delivery to that service may be considered completed delivery.

Steprrs is not responsible for loss, damage, delays, repackaging, incorrect routing, customs issues, or additional charges that occur after the forwarding service receives the package.

Events Outside Our Control

We are not responsible for shipping delays caused by events outside our reasonable control, including:

• Natural disasters;

• Severe weather;

• Carrier interruptions;

• Customs delays;

• Government actions;

• Public emergencies;

• Labor disputes;

• Transportation shortages;

• Network or system failures;

• Regional conflicts;

• Other unforeseen disruptions.

We will take reasonable steps to assist customers when possible.

Order Cancellations

Order cancellation requests must be submitted before the order enters processing or fulfillment.

Once an order has been prepared, assigned to a carrier, or shipped, it can no longer normally be cancelled.

Customers may request a return after delivery in accordance with our Return and Refund Policy.

Returns to Sender

Packages returned to the sender will be reviewed after they are received.

The customer may be offered:

• Reshipment after payment of applicable charges;

• Store credit;

• A refund with eligible costs deducted.

Packages returned because of an error by Steprrs will be handled without additional shipping charges to the customer.

Shipping Fraud and Abuse

We reserve the right to investigate and decline claims involving reasonable evidence of:

• False delivery statements;

• Altered tracking information;

• Repeated suspicious claims;

• Address manipulation;

• Promotion abuse;

• Chargeback misuse;

• Fraudulent supporting evidence.

These measures help protect customers and maintain fair shipping practices.

Relationship to Other Policies

Returns, exchanges, refunds, and cancellations are also governed by our Return and Refund Policy.

Personal information used for fulfillment and delivery is handled in accordance with our Privacy Policy.

If another policy provides greater rights under applicable law, those rights will remain unaffected.

Consumer Rights

This Shipping Policy does not limit any mandatory consumer rights available under applicable law.

Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in carriers, shipping services, business practices, technology, or legal requirements.

Updated versions will be published on the website.

The Shipping Policy in effect when an order is submitted will generally apply to that order, unless a change is legally required.

Contact Us

For shipping, delivery, tracking, or order-related questions, contact:

Email: info@steprrs.com