Frequently Asked Questions (FAQ)
Here you'll find answers to the most frequently asked questions. If your question isn't answered, please feel free to contact us at any time.
1. How long will it take to receive my order?
- Order deadline is 5:00 PM (GMT+01:00) Central Europe.
- Processing time is 1-2 business days (Monday to Friday).
- Delivery time: Usually 7-9 working days after dispatch.
2. How can I track my order?
Once your order has been shipped, you will receive a tracking number. You can use this number on our tracking page to check the status of your package.
Tip: Please also check your spam folder if you have not received an email.
3. What happens if I haven't received my package after 9 working days?
If your package has not been delivered after 9 working days (excluding Saturdays and Sundays), please check the tracking number that was sent to you by email.
Delays may occur due to customs inspections or unexpectedly high shipment volumes. If the problem persists, please contact us so we can find a solution.
4. Can I cancel or change my order?
You can cancel or change your order as long as it hasn't been processed. Please contact us as soon as possible.
Once the order has been processed, changes can no longer be guaranteed.
5. What should I do if I receive an incorrect or damaged product?
If you receive an incorrect or damaged product, we apologize for the inconvenience. Please contact us with photos of the product, and we will assist you as soon as possible.
6. How do I contact customer service?
Our customer service can be reached via email at info@stepcart.de . We strive to respond to all inquiries within 72 hours .
You can also contact us via the " Contact " page on our website.
7. What payment methods do you accept?
We accept various secure payment methods, including Klarna, PayPal and other options displayed at checkout.
8. Can I change my delivery address after placing my order?
If you would like to change the delivery address, please contact us as soon as possible. Please note that changes cannot be made once the package has been shipped.