After an order is shipped from STEPPERONLINE, the normal shipping status progression is as follows:
However, abnormal situations can occasionally occur during transit. If you notice any of the following issues with your order's tracking information, please contact STEPPERONLINE:
1. No Tracking Updates for More Than a Week
If your order has no tracking updates for more than a week after it has been shipped, the package may have been lost, damaged and returned to the sender, or the tracking number may have been changed but the new tracking information was not updated in time. This situation is more commonly seen with packages shipped from our German warehouse. If you encounter this, please contact STEPPERONLINE customer service as soon as possible so we can confirm the status and location of your package.
2. Tracking Repeatedly Shows the Same Information (e.g., Repeated Customs Clearance Attempts)
If the tracking information repeatedly displays the same update, it may indicate that the package is unable to clear customs or is stuck at a sorting facility or distribution center. If you notice this, please first contact your local carrier, as they may be trying to reach you for assistance with customs clearance. If the issue remains unresolved, please contact STEPPERONLINE.
3. Tracking Shows the Package as Delivered, but You Have Not Received It
If this happens, please contact your local carrier or post office to confirm the delivery location and obtain proof of delivery, then provide this information to STEPPERONLINE customer service. STEPPERONLINE will verify with the carrier whether the package was actually delivered, so that we can file a claim with the carrier and arrange a replacement or refund if necessary.
Other situations not mentioned above may also occur during transit. If you are unsure whether a tracking status is normal, please contact STEPPERONLINE customer service or your local carrier to confirm the current status of your package.