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 it may take 3-5 business days for the refund to appear in your account, depending on your financial institution's processing time.
To cancel an order, please contact our customer service team as soon as possible with your order number. We recommend checking your order status in your account dashboard before requesting cancellation, as orders in the "Processing" stage can typically be canceled, while those marked as "Shipped" cannot be canceled.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging. You must also provide proof of purchase, such as your order confirmation email or receipt.
Certain items are not eligible for return, including perishable goods, personalized or custom-made products, and items marked as final sale. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item.
To initiate a return, please contact our customer service team with your order details. We will provide you with return instructions and, if applicable, a return shipping label. Customers are responsible for return shipping costs unless the return is due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days.
Please note that shipping costs are non-refundable in most cases. If you received a refund, the cost of return shipping will be deducted from your refund unless the return is due to our mistake. For items returned without authorization or not meeting our return policy requirements, we reserve the right to refuse the refund or return the items to you at your expense.
If you haven't received your refund within the expected timeframe, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. There is often some processing time before a refund is reflected in your account.
If you've done all of this and you still have not received your refund, please contact us with your order number and payment details. We will investigate the matter and work with our payment processor to resolve any issues. In rare cases where a refund cannot be processed to your original payment method, we may issue store credit or arrange an alternative refund method.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: StepUpNow
Address: 396 Hartford Road, Manchester, CT
E-Mail: [email protected]
Phone: +1 733 932 7441
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM EST, excluding major holidays. We strive to respond to all inquiries within 24-48 business hours.
