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. If the package has been received but items are missing or damaged, please provide photo or video evidence of the package and its contents. We will promptly confirm with the carrier whether the package was delivered to the wrong person or address, and whether any damage occurred during transit. We recommend taking the following steps based on your situation:
1. Package Signed For but Not Received
We suggest first checking with family members, friends, or colleagues who may have accepted the package on your behalf. If that does not resolve the issue, please contact STEPPERONLINE. You can also contact the local carrier directly to confirm the delivery address and delivery status using the tracking number we provided. Typically, you can find the carrier's official phone number via the tracking link.
2. Package Received but Items Are Missing
Please inspect the package exterior for damage and report any missing items to the local post office or carrier. At the same time, we will verify with our warehouse whether the contents of the package match your order. Throughout the process, STEPPERONLINE will keep you updated and actively arrange a replacement shipment or refund.
Normally, the processing time for lost packages or missing items is 7–10 business days. We will issue a refund or arrange a replacement shipment based on the outcome of the investigation. If you have an urgent need for the products, we can arrange a replacement shipment as soon as possible. If the original package or item is found after a replacement has been shipped, please contact us to arrange a return. We will provide a prepaid return label.