You may cancel your order at any time before it has been shipped. Once your cancellation request is received and processed, a full refund will be issued to your original payment method. Please note that orders already in transit cannot be canceled. To cancel an order, please contact our customer service team immediately after placing your order. Processing times for cancellations may vary depending on the stage of order fulfillment, but we strive to handle all requests within 24 hours of receipt during business days.
We accept returns within 30 days of the original purchase date. To be eligible for a return, items must be unused, in their original packaging, and accompanied by a valid proof of purchase (receipt or order confirmation). Certain items marked as "final sale" or personalized products are not eligible for returns. To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may experience processing delays or be refused. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).
Once your return is received and inspected, we will send you an email notification regarding the status of your refund. If approved, your refund will be processed to your original payment method. Please allow 3-5 business days for the refund to appear in your account after processing. The exact timing depends on your financial institution's processing times. Original shipping fees are non-refundable except in cases where the return is due to our error. For items purchased during promotional periods, only the actual amount paid will be refunded.
If you haven't received your refund within the expected timeframe, please first check with your bank or credit card company as some processing times may vary. If you've done this and still have not received your refund, please contact us immediately. We will investigate the matter and work with our payment processor to resolve any issues. Please have your order number, return tracking information, and payment details ready when contacting us about missing refunds. In rare cases where a refund cannot be processed to the original payment method, we may issue store credit or arrange alternative refund methods with your consent.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact our customer service team:
Company Name: Stepgear
Address: 4522 Cedar Lane, Boston, Massachusetts
E-Mail: [email protected]
Phone: +1857-205-6311
Our customer service representatives are available Monday through Friday, 9:00 AM to 5:00 PM EST, excluding major holidays. For faster service, please include your order number in all communications regarding returns or refunds.
