Shipping Policy
[/text_box] [/ux_banner] [row] [col span__sm=”12″]At Step Ease Shop, we’re committed to getting your outdoor gear to you efficiently and ensuring you’re completely satisfied with your purchase. Below you’ll find all the details about our shipping options and straightforward return process.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
We offer two shipping methods to meet your needs:
- Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after shipment
- Free Shipping: Available on orders over $50 via EMS – Delivery within 15-25 business days after shipment
Note for International Customers: Delivery times may vary based on customs processing in your country. Some remote areas in Asia and other regions may not be serviceable.
Returns & Exchanges
We want you to love your Step Ease gear as much as we do. If you’re not completely satisfied, you may return most unworn items in original condition within 15 days of delivery.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns or exchanges on:
- Climbing gear (safety considerations)
- Gloves (hygiene reasons)
- Hats (hygiene reasons)
All items must be in new, resalable condition with original packaging and tags attached.
How to Return an Item
Step 1: Initiate Your Return
Email our customer service team at [email protected] with:
- Subject: Return/Exchange Request – Order #[Your Order Number]
- Item details (name, size/color)
- Reason for return/exchange
- Your preferred resolution (refund or exchange details)
Step 2: Wait for Authorization
Our team will respond within 1-2 business days with:
- Return authorization (if approved)
- Shipping instructions
- Return Merchandise Authorization (RMA) number
Step 3: Package and Ship Your Return
Include in your return package:
- The item in original condition with all tags
- Original packaging
- A copy of your order confirmation
- RMA number clearly visible on the package
Ship to:
Step Ease Shop Returns
2797 Hillcrest Drive
Seattle, US 98101
Important: We recommend using a trackable shipping method as we cannot be responsible for lost return packages. Return shipping costs are the customer’s responsibility unless the return is due to our error.
Refund Process
Once we receive and inspect your return:
- Refunds are processed within 3-5 business days
- Your refund will be credited to your original payment method
- Shipping costs are non-refundable unless the return is due to our error
Refund Timelines
Depending on your payment method:
- Credit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Exchanges
For exchanges:
- We’ll ship your replacement once we process your return
- If exchanging for a higher-value item, you’ll pay the difference
- If exchanging for a lower-value item, we’ll refund the difference
International Returns
For customers outside the U.S.:
- You’re responsible for return shipping costs and any customs fees
- Refunds are issued in USD (currency conversion rates may apply)
- Mark packages as “Returned Goods” to avoid customs charges
Damaged or Defective Items
If you receive a damaged item, contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and cover return shipping.
Need Help?
Our customer service team is here to assist with any shipping or return questions:
Email: [email protected]
Hours: Monday-Friday, 9am-5pm PST
Thank you for choosing Step Ease Shop for your outdoor adventure needs. We appreciate your trust in our gear and look forward to serving you on your next journey!
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