• What Does "Ships Within 24 Hours" Mean?

  What it means: In a nutshell, ships within 24 hours basically means that your product will be shipped out or dispatched from our warehouse within 24 hours after placing the order if the product has enough stock. It also indicates that the products are readily available at our warehouse and once we receive your order, we dispatch it out at the earliest. Either on the same day or the next working day depending on when you've placed your order. What it does not mean: A lot of our customePopular

• Why It Shows No Shipping Options, Can STEPPERONLINE Ship to My Country or Address?

  Typically, when you see the prompt "No Shipping options are available," there could be a few possible reasons, including: 1. The weight of the items in the order exceeds the maximum limit for shipping calculation.  Below are some reference maximum weights:Popular

• Does the Price Include the Tariff? If not, How Much Tariff Will We Have to Pay?

  Normally there is no any tax in products prices and shipping cost. Please kindly note that STEPPERONLINE isn't responsible for any taxes or duties. Because we have paid import duties on the products stored overseas. Normally you just need to pay for tax for goods ship from China. Express like DHL or Fedex will contact you to pay for tax before delivering and you just need to do according to their instructions. If you expect to know how much taxes you need to pay before ordering, it will be betSome readers

• How to Get a Commercial Invocie or a Proforma Invoice?

  If you have completed your order, the order invoice will be automatically sent to your email after the payment is successful. If you have not received the order confirmation email, please check your spam folder. If you still cannot find the email, or if you believe the attached invoice does not meet your requirements, you can contact our online customer service to modify the invoice. If you have not yet completed the order, but would like to have a preliminary proforma invoice so that otherSome readers

• Bank Accounts

  When your order is from a Company, University or Research Institute, you might need to pay for the order by bank transfer. Here is our company's account information: For USD/CAD/AUD/GBP/JPY/KRW/PLNSome readers

• How Do I Know What the Harmonization Code (HS Code) is for My Product?

  The Harmonized System (HS) Codes of STEPPERONLINE products on sale are as follows: Please note that althouFew readers

• Can STEPPERONLINE Provide More Discounts?

  Whether STEPPERONLINE can provide further discounts depends on the specific quantity of each product in the order. Usually there are three situations as follows. 1. The amount of products is less than 100 pieces Currently, the lowest prices STEPPERONLINE can offer for product quantities below 100 pieces are already displayed on the website, and we are convinced of the competitiveness of our offers. 2. The amount of products is more than 100 pieces If you buy more than 100 pieces ofFew readers

• After Placing An Order, Why No Logistics Update?

  Normally, if a customer successfully places and pays for an order on our website and there are no out-of-stock products in the order, the order will be shipped from our designated warehouse within 24 hours, and the logistics tracking number will be updated within 1-2 days. If there is no logistics update for a long time after placing an order, there may be several reasons: 1. The order was not successfully paid for. STEPPERONLINE orders have three main statuses: pending, failed,Few readers

• How to Purchase Bulk Goods From STEPPERONLINE's US and German Warehouses?

  STEPPERONLINE's US and German warehouses are the two largest warehouses outside of China, and we ship approximately one 20-foot container of goods to each warehouse every month. There are many benefits to purchasing in bulk from our US and German warehouses: Local inventory without the need to pay warehousing fees No complex import procedures or additional tariffs Fast delivery speed Lower total cost compared to shipping from our China warehouse However, there are also some drawbacksFew readers

• How to Track My Order?

  Normally, STEPPERONLINE will arrange shipment within 24 hours of receiving the order, and tracking information will be updated in your order details and sent to the email address you used to place the order. You can track your order in two ways: By email, which will include the tracking number and link. Please check your email and click on the tracking link to be directed to the logistics query page. If you have not received an email, please check your spam folder or contact STEPPERONLIFew readers

• How to Cancel an Order?

  If you wish to cancel an order after placing it, please click on the green button on the bottom right of the website to open a chat window. You only need to provide the following two pieces of information: Order number. If you do not know the order number, you can also provide the recipient's name or the email address used when placing the order. Reason for canceling the order. Reasons for canceling may include: Product out of stock Shipping time issue Change of mind Wrong/multiFew readers

• The Package Shows That it Has Been Signed for, but the Goods Have not Been Received, What Should I do?

  If your package shows as delivered but you have not received it, or if you received it but some items are missing, please contact STEPPERONLINE immediately and provide video or photo evidence. We will promptly confirm with the logistics provider whether the package was delivered to the wrong person or place, and whether any damage occurred during delivery or transportation. We recommend taking the following steps based on the two scenarios: 1. If the package was signed for but not receivedFew readers

• Why is Amazon's Shipping Price More Expensive Than Other Warehouses?

  STEPPERONLINE currently has two shipping warehouses in the United States: STEPPERONLINE US warehouse. Orders are packed by our staff at the US warehouse and then delivered to our logistics partner. Amazon US warehouse. Orders are packed by Amazon employees and shipped by Amazon's logistics partner. The reason for the price difference is that the price for shipping from STEPPERONLINE US warehouse does not include shipping costs, while the price for shipping from Amazon does. If the productFew readers

• Does STEPPERONLINE Offer Discounts for Universities or Institutions? Can They Accept Cash on Delivery?

  Starting in 2022, STEPPERONLINE offers discount programs for universities, colleges and non-profit organizations. To qualify for this discount, you must meet the following requirements: You must be a current student, employed teacher or employee of an eligible college, college, technical school or high school in your state/region. You must register an account on our website with a valid educational email address and submit an application via email to STEPPERONLINE. Individuals or organizFew readers

• What Are the Differences Between Fedex HY, ZN, ZO, and IP?

  All of these are international delivery services provided by Fedex. Fedex's business in China is mainly divided into two channels: official and agency. IP is the official delivery service provided by Fedex, and its full name is Fedex International Priority Express . On the other hand, HY, ZN, ZO are the code abbreviations for different Fedex agency companies in China. We provide the best quality service to customers based on the strengths of different agencies. Most of the time, the delivFew readers

• Can STEPPERONLINE Provide a W9 Form?

  Although STEPPERONLINE has a company and some warehouses in the United States, our main operating entity is a Chinese company, so we cannot provide a W9 form.  However, we can provide a W8 Form. Please contact our customer service and submit a ticket to get it.Few readers

• What Payment Method Do You Accept?

  We can accept the following payment methods: Paypal Stripe Credit & Debit Card Bank Transfer Bancontact / Giropay / iDEAL / EPS / P24 (Przelewy24) Paypal Paypal is the most widely used online payment tool in the world. You can trace the status of your payment using your Paypal account. And Paypal does not require you to use your credit card online (you can transfer directly from your bank account). We doesn't see your credit card number (it is safely encrypted throFew readers

• After Placing an Order, How to Find My Order.

  Typically, orders placed on our website can be divided into two types: orders from registered customers and orders from non-registered customers. The following methods will help you quickly find your order information. 1. Orders from registered customers If you are a registered customer: a. You can click on the "Order History" link to go directly to your order history. b. You can check the email you used when placing the order to view your order information. As order-related emails are auFew readers

• Can I Have These Items Shipped Over-night?

  Orders shipped from the U.S. warehouse can provide next-day delivery service, but the order may be delivered within 1-2 working days after counting the warehouse operation time. If you can accept it, please contact our customer service staff to give you a quotationFew readers

• When Choosing 4PX Standard for Delivery, the Logistics Information Shows "Delivery Failed". What Should I Do?

  Delivery failure may generally be caused by the following reasons: The recipient's address is incomplete, wrong, moved, or refused. The recipient is not at home, the recipient cannot be contacted, and the call is transferred to a voice message. The recipient failed to pick up the goods within the deadline Impact of objective reasons (weather reasons, road conditions, etc.) In general, in this case, it is recommended that the recipient contact the local post office/service providerFew readers

• What Do the Five Statuses of the STEPPERONLINE Order Mean?

  In general, STEPPERONLINE orders have 5 status: Processing, Shipped, Completed, Pending, and Failed. The order status in the normal processing flow is as follows: The specific explanations for each status are as follows: 1. Processing This status means that the order has been successfully paid and STEPPERONLINE has confirmed receipt of the full payment. The order is being prepared for shipment and wiFew readers

• What Are the Abnormal Statuses in Logistics?

  After an order is shipped from STEPPERONLINE, the normal logistics status is as follows: However, in actual logistics transportation, it is inevitable that abnormal situations may occur. If you find that your order logistics has the following abnormal situations, you can contact STEPPERONLINE: 1. Logistics has no updates for more than a week If your order has no logistics updates for more thanFew readers

• Will Certain Products be Discontinued (in the future), and Can You Ensure Continuous Supply?

  Generally, we will not discontinue a product arbitrarily, even if it has only one customer for a long time. Why would we give up business opportunities? Of course, unexpected things can happen, and we may stop production in the following two cases: We have upgraded the product, and the previous generation of products may be discontinued, but not necessarily. Usually, the new version will be compatible with the previous generation of products, and its performance will be better. When a suFew readers

• Does STEPPERONLINE Offer Product Trials?

  You can return unsuitable products within 30 days, which is equivalent to a trial period of 30 days. 1. If the product is returned, it must be in good condition and without obvious signs of use We recommend that you keep all packaging after unpacking, so that the package can be restored to its original state when returning the product. When trying out the product, try not to damage the product label and do not leave irreversible marks on the product. 2. The customer is responsible for tFew readers

• What Should I Do if I Cannot Create a New STEPPERONLINE Account?

  If you fill in the STEPPERONLINE registration account information and submit it, the page is just reloaded, but no new account is created, and the filled in information is cleared, requiring you to fill it in again, as shown in the figure below. We recommend that you change your browser and register again. The current problem of being unable to register can basically be solved by switching browsers.Few readers

• What is an IBAN?

  What is an IBAN account An IBAN account number is an international bank account number. Its English name is: The International Bank Account Number, referred to as the IBAN account number. This account number is a bank account number formulated by the European Banking Standards Committee in accordance with their own standards. For customers from countries in the euro zone, one of the accounts opened in banks in the euro zone is an IBAN account. Of course, there are also ordinary accounts.Few readers

• Why the Actual Delivery Time is Longer than the Time Displayed on the Website?

  Usually, STEPPERONLINE ships within 24 hours of receiving an order. The transportation time displayed on our official website is the standard time displayed based on the data provided by the logistics company. However, occasional delays do occur due to: Delays in customs clearance Abnormal weather Strike Insufficient flights, etc. You can check the specific delivery time according to the courier tracking number. In case of delays, you can also contact the courier company for detailFew readers

• Change Your Order Information

  When you want to modify an order after placing it, there are usually several situations: 1. Modify the payment method The normal process is to ship the goods after receiving the payment. Therefore, if your payment has failed or has not been made yet, you can modify any information in the order. You can even ignore the current order and place a new correct order, and we will regularly cancel useless orders. For orders that need to modify the payment method, we have two options: PayPal and SFew readers

• Why Did the Invoice I Received Vary From the Price We Paid?

  STEPPERONLINE only charges the amount shown on the invoice for your order. As for any additional payment fees, they should be deducted by your bank. Please confirm the detailed breakdown with your credit card company.Few readers

• How to Handle Duplicated Orders?

  If you found duplicated orders in your order history, please first confirm whether the order has been successfully charged. There are usually two situations: If only one of the duplicate orders was successfully charged, there is no need to worry. STEPPERONLINE will take care of shipping the successful order in a timely manner, while the duplicate order that was not successfully charged will not be processed. If two or more of the duplicate orders have been successfully charged, please coFew readers

• Why is My Order Status Still Pending in My Account Despite the Successful Payment?

  If you have paid but the order status is pending, it is usually because STEPPERONLINE has not received the corresponding payment. Although you have paid, the order funds have not yet reached your STEPPERONLINE account. The time required to process your payment depends on the payment method you used, and it may also vary by bank and country/region. Timeline to receive payment estimates.Few readers

• What Should I Do If the Coupon Cannot Be Used?

  There are usually several reasons why a coupon cannot be used: The coupon has expired If you do not use the coupon for a long time after receiving it, the coupon may expire. Please contact STEPPERONLINE in time to extend the use time. Did not log in to your account before using the coupon STEPPERONLINE coupons can only be used normally after logging in to your account。 If you encounter a situation where the coupon cannot be used, please contact STEPPERONLINE in time.Few readers

• Is It Possible to Send Me Invoice or Pro-forma Invoice in EUR? We'd Better Pay in EUR

  You can directly change the currency to EUR on the website's homepage, then place a new order, and your email will soon receive a new invoice in Euros.Few readers

• How to Check Product Inventory?

  You can directly visit our website and go to the product page you are interested in. By using the "Switch Warehouse" button, you can view the inventory of the corresponding warehouse. If the product is in stock, the available quantity will be displayed. If the product is out of stock, it will be indicated as "out of stock." (https://storage.crisp.chat/users/helpdesk/website/37f68eb25a0a5200/22214f1rFew readers

• When Can I Cancel An Order?

  Generally we will ship the goods within 24 hours. Once shipped, the order cannot be canceled. This means that the window to cancel an order is very short, so it is recommended that you confirm the product before placing an order.Few readers

• How to Change My Account Information

  If you expect to change your account information like email address, please login first and make the change. When you have problems with changing the account detials, please contact us at the online chat. We'll help you complete changes as you expect.Few readers

• I Want to Know the Weight and Volume of the Order

  Weight In genaral, product weight is divided into net weight and gross weight, and the ways to obtain different weights are as follows: 1. Net weight of the product The net weight of the product is generally stated in the product description or attributes, for example, the net weight of a motor is shown below. 2. Gross weight of the product (https://storage.crisp.chat/users/helpdesk/websiFew readers

• What to do if I Don't Have an EORI Number?

  EORI stands for Economic Operators Registration and Identification number. It is a unique identification number used by EU member states and some other countries to identify and register economic operators, including importers and exporters. If you do not have a valid EORI number when going through customs detention and clearance procedures, it may cause delays or problems with customs detention. Therefore, it is important to ensure you apply promptly and hold a valid EORI number. When applyinFew readers

• When Can I Request An Investigation for My Parcel Shipped by DHL Paket?

  In some cases, the status of your parcel may not change for several days. Usually, the parcel has been taken out of the fully automated process at the parcel centre. This can happen for a number of reasons. Here are some reasons that the delivery of your parcel might be delayed: ● The address on the shipment is faulty or incomplete (e.g. a transposed postal code or a missing house number). ● The shipping label has fallen off the shipment. ● The packaging around the shipment has opened during trFew readers

• When Will the Pre-order Products be Shipped After Placing An Order? Can I Cancel the Order?

  Once you have completed your order with pre-order products, our customer service team will proactively contact you to give you an approximate delivery time. As the delivery cycle of pre-sale items differs from regular stock items, we recommend that you place separate orders for pre-order items and stock items to ensure a smooth shopping experience. If you change your mind after completing an order for a prFew readers

• Why do I Pay HigherTariffs Than the Product Amount?

  Generally, in addition to product tariffs, tariff bills also include some customs administrative fees and other miscellaneous charges. The charge items and amounts are based on the policies of each country and region. Therefore, if the order amount is only more than 20 US dollars, the administrative fee may reach 15 US dollars, resulting in the tariff bill being higher than the product amount. If you have any questions about the bill, you can contact the local logistics provider to provide deFew readers

• Can I Use My Own Courier Account to Ship?

  Yes, STEPPERONLINE's customers can use their own logistics accounts to ship goods, so they do not have to pay freight in advance. The specific operations are as follows: Contact STEPPERONLINE customer service staff and explain your needs. The customer service staff will mark your account as a freight collect account. When placing an order, please note your logistics account number in the following format.Few readers

• How to Know When Out-of-stock Products Will Arrive?

  Regarding the arrival time of out-of-stock products, STEPPERONLINE has recently added the function of checking the arrival time. On the product details page, the ETA (Estimated Time of Arrival) of the out-of-stock products is listed, as shown in the text in the red box in the picture below. For example, color ee7272 (ETA of US Inventory: 5pcs 10-02-24(DD-MM-YY)) represents that 5 units are expected tFew readers

• Can STEPPERONLINE Urge Logistics Provider Speed Up My Shipment?

  The employees of logistics provider’s customer service unfortunately do not have any way of speeding up the delivery of your shipment. The service staff will see the same shipment history that you can access at shipment tracking page. The amount of shipments transported daily and the speed at which their shipments move in their production facilities make it impossible for the service person to extract a single shipment or initiate their immediate forwarding.Few readers

• Can STEPPERONLINE Ship During Holidays?

  Whether each warehouse ships goods on holidays |-- — |Few readers

• The Contents of My Shipment Are Damaged or Missing. What Can I Do?

  Our items are packed with care before dispatch, but we realize that despite these precautions, damage may still occur. If the package you receive is damaged or has signs of repackaging, and the products inside are damaged or lost, please contact the local logistics provider immediately to file a complaint. At the same time, please contact our customer service to provide the outer packaging of the package. Invoices, photos of received products and barcodes so that we can follow up and process thFew readers

• According to the Shipment Status, My Shipment Has Been Delivered, But I Have Not Received It Yet. What Can I Do?

  Please first check to whom the parcel has been delivered. Normally, the results page of shipment tracking will tell you where the shipment was delivered to and if it was received by the original recipient - you, a relative, a neighbor, or any other person. "Letterbox" means that the item has been deposited directly in your letterbox. If the parcel has been delivered to the neighbor and you do not know or cannot find him, please be patient and see if he comes to you. If he has not contacted yoFew readers

• Why Are Stepperonline's Shipping Costs Relatively High?

  To provide a more stable and reliable shopping experience for Stepperonline customers, we have been committed to optimizing our logistics services. Compared to economy shipping service, we have chosen express delivery services with faster delivery times and higher security. We have tried using economy shipping service, but had to abandon them due to the following reasons: High loss rate: The loss rate of economy shipping is high, causing huge losses to both customers and us. Severe packFew readers