Normally, when a customer successfully places and pays for an order on our website and all items are in stock, the order ships from our designated warehouse within 24 hours, and the tracking number is updated within 1–2 business days.
If your tracking information has not updated for an extended period 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, and processing. Only processing indicates that the order has been successfully paid for and is ready to ship. The other two statuses mean the payment was not completed and the order will not be shipped. After placing an order, please check your order status first.
If the status is processing and more than 2 business days have passed without a tracking update, please contact STEPPERONLINE and we will investigate the issue.
If the status is pending or failed, please first confirm whether your payment account has been charged.
If it has been charged, please contact STEPPERONLINE promptly and provide your order number along with a screenshot of your payment confirmation so that we can resolve the issue as quickly as possible.
If no charge has been made, the order was not successfully paid for. Please place a new order and complete the payment. We will arrange shipping within 24 hours of receiving the order and payment.
2. Some items in the order are out of stock.
If any items in your order are out of stock, we will send you an email within 24 hours to confirm whether you would like to substitute the out-of-stock items, remove them from your order, or split the order for partial shipment. The email may be filtered as spam, so please check both your inbox and spam folder.
3. The order has been shipped, but the carrier has not yet provided a tracking number or the tracking information has not been updated.
This situation is usually caused by a delay in the carrier's system updating the tracking information. STEPPERONLINE regularly monitors the tracking status of all in-transit orders. If there is no update for more than a week, we will contact the carrier to check for any exceptions and notify you promptly.
Note: For orders shipped from China to Japan using the Sagawa Express CN shipping method, the initial tracking information for the China-to-Japan leg may not be available online. Tracking updates will only begin once the package arrives in Japan. Therefore, we recommend checking your tracking information 4–5 days after receiving the tracking number.