Shipping policy

Thank you for shopping with Stepwell. We want to make the shipping process clear and make sure you know what to expect from the time your order is placed until it arrives.

Order Processing

Orders are typically processed within 1 to 2 business days after they are placed.

Business days are Monday through Friday, excluding recognized holidays.

Orders placed on weekends or holidays will normally begin processing on the next business day.

Processing time refers to the time required to prepare an order for shipment. It is separate from the estimated transit time provided by the shipping carrier.

During holidays, promotional periods, or periods of unusually high order volume, processing may take longer than normal.

Shipping Methods and Estimated Delivery Times

Stepwell orders may be fulfilled through Amazon Multi-Channel Fulfillment (MCF) or another available fulfillment method.

Available shipping methods and estimated delivery times are displayed during checkout based on the products in your order and the delivery address.

Available options may include:

  • Standard Shipping: approximately 3 to 7 business days

  • Expedited Shipping: approximately 2 to 3 business days

  • Priority Shipping: approximately 1 to 2 business days

The shipping options displayed during checkout are the options currently available for your specific order.

Delivery estimates begin after the order has been processed and shipped.

All delivery timeframes are estimates and are not guaranteed. Actual delivery times may vary because of carrier delays, weather, holidays, destination, fulfillment availability, or other circumstances outside Stepwell's control.

Shipping Rates

Free standard shipping is available on orders over $50 when eligible.

For orders that do not qualify for free standard shipping, available shipping rates will be displayed during checkout before payment is completed.

Expedited or priority shipping may have an additional charge when those options are available.

The shipping rate shown during checkout is the applicable rate for the products, destination, and shipping method selected.

Shipping Coverage

Stepwell currently ships to eligible addresses within the United States.

Shipping availability for locations such as Alaska, Hawaii, Puerto Rico, and other U.S. territories may vary depending on the product, available inventory, fulfillment location, and shipping service.

If shipping is available to your address, the available options and rates will appear during checkout.

Amazon Multi-Channel Fulfillment

Some Stepwell website orders are stored, packed, and shipped through Amazon Multi-Channel Fulfillment (MCF).

These are still Stepwell orders placed directly through our website. Amazon may handle the physical storage, packing, shipping, and carrier handoff on our behalf.

Order questions, returns, refunds, or other customer service concerns for Stepwell website orders should be directed to Stepwell.

Buy with Prime Orders

If Buy with Prime is available and you specifically place an order through the Buy with Prime checkout experience, the shipping and delivery information shown during that checkout will apply to the order.

Customers should use the order confirmation or order-status information provided with their Buy with Prime purchase for order-specific details.

Order Confirmation

After an order is successfully placed, an order confirmation will be sent to the email address provided during checkout.

Please review the confirmation carefully and contact us as soon as possible if you notice an issue with the products, quantities, or delivery address.

Receiving an order confirmation does not mean the package has shipped.

Shipment Confirmation and Tracking

Once your order has shipped, you will receive a shipping confirmation containing available tracking information.

Tracking information may take some time to update after the carrier receives the package.

Customers should use the tracking link in their shipping confirmation to view the most current delivery status.

Multiple Shipments

Orders containing multiple items may occasionally be shipped separately depending on inventory availability or fulfillment location.

If your order is split into more than one shipment, you may receive separate tracking information for each package.

There is no additional shipping charge solely because an eligible order is divided into multiple shipments.

Address Changes

Customers are responsible for providing a complete and accurate shipping address during checkout.

If you notice an error after placing your order, please contact Stepwell as soon as possible through our Contact Us page or live chat.

We will make a reasonable effort to assist, but we cannot guarantee that a shipping address can be changed after an order has entered fulfillment.

Once an order has been processed or transferred to the fulfillment provider, changes may no longer be possible.

Incorrect or Incomplete Addresses

Stepwell is not responsible for delays, failed delivery attempts, returned packages, or other delivery problems caused by an incorrect or incomplete shipping address provided by the customer.

If a package is returned because of an address issue, please contact us so we can review the available next steps.

Additional shipping charges may apply if a package needs to be shipped again because an incorrect address was originally provided.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We cannot guarantee that an order can be canceled once it has entered fulfillment or shipment processing.

If the order has already shipped, it may need to be handled according to our Return and Refund Policy after delivery.

Unbranded Packaging

Orders fulfilled through Amazon Multi-Channel Fulfillment may arrive in unbranded packaging.

Packaging may vary depending on the fulfillment location, carrier, product, and order configuration.

Delivery Delays

Carrier delays may occasionally occur because of:

  • Severe weather

  • Holidays

  • High shipping volume

  • Transportation disruptions

  • Carrier service interruptions

  • Incorrect or incomplete delivery information

  • Other circumstances outside our control

If your tracking information shows a delay, please allow the carrier additional time to complete delivery.

If the package does not arrive within a reasonable period after the estimated delivery date, contact Stepwell so we can review the shipment.

Lost Packages

If you believe your package has been lost, please contact us through our Contact Us page or live chat.

Please provide:

  • Your order number

  • The email address used during checkout

  • A brief description of the issue

We will review the available tracking information and, when appropriate, work with the fulfillment provider or carrier to investigate the shipment.

Packages Marked as Delivered

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

  • Check around the delivery location

  • Check with other members of the household

  • Check with neighbors, building management, or reception if applicable

  • Allow additional time in case the carrier marked the package delivered shortly before completing delivery

If you still cannot locate the package, contact Stepwell and provide your order number so we can review the available delivery information.

Damaged Packages

If your order arrives damaged, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the damage

  • Clear photos of the item and packaging when possible

We will review the issue and provide the appropriate next steps.

Please do not return a damaged item to Amazon or another address unless Stepwell specifically provides those instructions.

Returns and Refunds

Shipping-related returns and refunds are subject to our Return and Refund Policy.

Please review that policy before sending any item back.

Do not mail a return to an Amazon fulfillment center, the address shown on your package, or another address unless Stepwell has specifically provided that return destination.

Contact Us

If you have questions about shipping, tracking, delivery, or an existing order, please contact us through the Contact Us page or live chat.

Please include your order number and the email address used during checkout whenever possible so we can assist you more efficiently.