Last updated February 27, 2024
Thank you for visiting and shopping at Step Prime. The following is our Shipping Policy.
This Shipping Policy is part of our Terms of Service and should be, therefore, read alongside them: Terms of Service – Step Prime.
Please carefully review our Shipping Policy when purchasing our products. This policy will apply to any order you place with us.
What are my shipping & delivery options?
We are dedicated to ensuring a smooth and efficient delivery process for all our customers. To achieve this, we offer free standard shipping on all orders.
Our standard shipping timeframe within the United Kingdom is 5-15 days. We have partnered with the Hermes Parcelnet Limited as our primary shipper to provide reliable and timely delivery.
In some instances, our inventory may be managed by third-party suppliers. In these cases, the shipping of your products will be handled by these suppliers. Rest assured, even with third-party involvement, our commitment to free shipping and the delivery timeframe remains the same.
How long is the order processing time?
Most orders are processed as soon as the online purchase is finalized. Your order will be shipped once the items are available, your payment is authorized, and the delivery address is confirmed. Please be aware that business days exclude bank holidays and are from Monday to Friday.
How can I track my order?
You can expect a shipment confirmation email with all your tracking details once you have placed an order through Step Prime. The shipping details will be sent to the email address registered with your account or the email you used during the checkout process.
The tracking number will be active within 24 hours.
Do you deliver internationally?
We offer worldwide shipping, with free shipping on international orders. Please note that we do not deliver to Alaska and Hawaii.
For international orders, be aware that they are subject to varying international regulations, taxes, and duties. These additional charges are the responsibility of the recipient and vary by country. It is your responsibility to comply with the laws and regulations of your country regarding international shipments.
Can I change the delivery address after ordering?
During the checkout process, after entering your billing address details, you will have the option to specify a different delivery address. Kindly note that we reserve the right to request additional information if the delivery address differs from the billing address.
What happens if my order is delayed?
Please contact the shipper to obtain further status on your packages. The priority of delivery within the method of shipment chosen is determined by your shipper. If the shipper is holding your package, please reach out to them.
What should I do if an item is delivered damaged?
If you receive a damaged item, please do not worry. We offer refunds or exchanges for damaged products, but you must open a refund ticket within 30 days of purchase. To initiate the process, please review our Refund Policy for detailed instructions and further information: Refund and Returns Policy – Step Prime.
What should I do if an item is missing from my order?
Check the amount of tracking numbers you should have received. Verify you have received all boxes and checked all packing material for small items. If you are still missing an item(s), contact our customer service at Step Prime.
What can I do if I am not available to pick up the package?
If you are unavailable to accept your delivery, the carrier may, depending on the type of delivery service and carrier, leave a contact card at your address indicating when they will attempt re-delivery. In the event that you are unable to receive the parcel during the carrier’s final attempt, it will be returned to the carrier’s depot. You must then contact the carrier to arrange a collection; otherwise, the shipment will be returned to one of our warehouses. In such case, you will be liable for reshipment costs once we have confirmed an updated delivery time with you.
How can you contact us about this policy?
If you have any further questions or comments, you may contact us at contact@stepprime.com.
Revision Date
This Shipping Policy was last updated on 27 February 2024 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Shipping Policy.