Overview
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Where we ship: USA + select international countries (availability shown at checkout).
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Delivery options: Curbside, Threshold, Room of Choice, or White Glove (assembly included).
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Lead times: Shown on each product page, tracking sent on dispatch.
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Returns: 14-day window, original packaging/condition required, freight is non-refundable.
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Support: Friendly, expert help before and after delivery.
Ordering & Shipping
Which countries do you ship to?
We ship across the USA and to select international countries. Availability, duties/taxes, and delivery timeframes are shown at checkout based on your address, contact us to confirm we support shipping to your country.
How much is shipping?
Shipping rates are calculated at checkout and depend on your location, service level, and product.
How long will my order take?
Each product page shows an estimated dispatch date. After dispatch, transit time depends on your location and delivery method.
Do I get tracking?
Yes. You’ll receive an email with tracking details as soon as your order ships.
Delivery Options (What to Expect)
Curbside
Delivered to the curb at your address. No inside placement or assembly.
Threshold
Placed just inside your first door/garage. No stairs and no assembly.
Room of Choice
Brought into the room you choose (multi-story access where available). No assembly.
White Glove
Room of Choice plus professional unpacking, full assembly, and packaging removal.
Note: Units are heavy. For non White Glove options, arrange a second person to help move/position.
Will the unit fit through standard doors?
Yes. STEPR is designed to fit standard door frames. The delivery team may partially unbox to assist access if needed.
International Shipping
Do you ship internationally?
Yes, to select countries. Duties/VAT/GST and import fees (where applicable) are shown or billed per local regulations. Timelines vary by destination.
Lead Times, Preorders & “Ready to Ship”
What does “preorder” mean?
You’re reserving incoming inventory. The estimated dispatch window is shown at checkout and in your order confirmation.
What does “ready to ship” mean?
Inventory is available and will ship according to the dispatch estimate shown at checkout.
Scheduling, Access & Signatures
How do I schedule delivery?
For freight services (Room of Choice or White Glove), the carrier will contact you to book a delivery window. Ensure your phone and email are correct at checkout.
Will someone need to be home?
Yes. An adult (18+) should be present to accept delivery. Some deliveries require a signature.
What if I have stairs or tight spaces?
Room of Choice/White Glove can accommodate multi, story access (limits may apply). Tell the scheduler about stairs, elevators, or narrow hallways.
Changes & Cancellations
Can I change my address after ordering?
Before dispatch: contact us ASAP to update details. After dispatch: changes depend on the carrier and may not be possible.
Can I cancel my order?
Yes, before dispatch. Once shipped, cancellations are handled as returns (see below).
Returns & Exchanges
What is your return window?
You have 14 days from delivery to initiate a return.
What condition must the product be in?
Items must be undamaged, complete, and in original packaging, suitable for resale.
Who pays return shipping?
Return freight is typically customer paid. Original shipping charges are non refundable.
How do I start a return?
Contact support for a Return Authorization and instructions before sending anything back. Refunds are processed after inspection.
Damaged, Missing, or Incorrect Items
What if my order arrives damaged?
Note the issue on the delivery record before signing, take photos, and contact us immediately. We’ll make it right.
Something missing from my shipment?
Keep all packaging and contact support with your order details. We’ll investigate and resolve quickly.
Assembly & Setup
Is assembly included?
Only with White Glove. For other delivery types, you’ll assemble after delivery. Typical setup time for stair climbers is ~45 minutes with the included guide; 3D interactive instructions are available.
Power requirements
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Stair climbers: standard household outlet (region specific).
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VPR Performance range: self powered resistance; console uses batteries where applicable.
Packaging, Weight & Moving
How heavy is the unit?
STEPR machines are substantial. Use two people to move/position safely. Keep packaging until you’re sure you’ll keep the unit.
Payments, Taxes & Duties
Are taxes/duties included?
Domestic taxes are calculated at checkout. International orders may incur local duties/VAT/GST per destination.
Do you offer financing?
Yes, monthly financing options (including promotional 0% APR for eligible customers) are available at checkout.
Need Help?
Questions about access, timelines, rescheduling, returns, or anything else? Contact support with your order number, we’re here to help.