Shipping policy

Shipping Policy

At StepGuard, we place great importance on fast, reliable, and carefully handled delivery. We want your order to arrive safely, so you can add steady support to your home as soon as possible.

1. Processing Time

Orders are processed and prepared for shipment within 1 to 5 business days after payment has been received.

Processing includes:

  • Order verification

  • Product quality control

  • Secure packaging

  • Transfer to our shipping partner

Orders are processed Monday to Friday, excluding public holidays.

2. Delivery Time

After shipment, delivery typically takes 5 to 7 business days, depending on your location and the shipping carrier.

Please note that delivery times are estimates and may vary depending on external factors.

3. Shipping Confirmation & Tracking

Once your order has been shipped, you will receive a confirmation email with your tracking information.

Please allow 24 to 72 hours for tracking updates to appear after the tracking number has been issued.

4. Delivery Address

Orders are shipped to the address provided at checkout.

Please make sure that:

  • Your address is complete and accurate

  • Your postal code is correct

  • Your apartment, unit, or building number is included if needed

  • Your contact details are valid

StepGuard is not responsible for delivery issues caused by incorrect or incomplete information provided by the customer.

5. Taxes & Duties

All taxes, VAT, and import duties are included in the price of your order.

You will not be required to pay any additional fees upon delivery.

6. Delays

If unexpected delays occur, we will make reasonable efforts to assist you and provide updates when possible.

We are not responsible for delays caused by:

  • Shipping carriers

  • Customs procedures

  • Weather conditions

  • Public holidays

  • Incorrect shipping information

  • External disruptions beyond our control

7. Lost or Stolen Packages

Once a package is marked as delivered by the carrier, StepGuard is not responsible for lost or stolen items.

If your package is marked as delivered but you cannot locate it, we recommend checking with neighbors, your building reception, or contacting the carrier directly.

Our support team will assist where possible.

8. Split Shipments

In some cases, orders may be shipped in multiple packages to ensure faster or safer delivery.

If this happens, you may receive separate tracking details for each package.

9. Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • Clear photos of the damaged packaging

  • Clear photos of the product

  • A short explanation of the issue

After review, we will help you find the best solution.

10. Contact

If you have any questions regarding shipping, tracking, or delivery, you can contact us at:

E-mail: contact@stepguard.com

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