Frequently asked questions
Everything you need to know about orders, shipping, returns, and your StepTone. Can't find what you're looking for? Contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the StepTone family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via Australia Post, and once dispatched they should be safely in your patiently waiting hands within 2-4 business days for metro areas, 4-7 business days for regional areas, and 5-10 business days for remote areas, WA, NT and far-north QLD.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for 'Authority To Leave' yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there's no date next to the product name, you're in luck - it's ready to go!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from StepTone HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. Once dispatched, you can expect your order to arrive within 2-4 business days* for metro areas, 4-7 business days for regional areas, and 5-10 business days for remote areas, WA, NT and far-north QLD.
*Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren't able to deliver within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
How do I track my order?
Yay, time to celebrate, your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a 'Track Order' button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven't received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost or hasn't been delivered?
Think your order might be lost in transit? Although Australia Post quote us the expected delivery times above, sometimes life happens and they aren't able to deliver within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
If your order has not arrived within 10 business days of dispatch, contact us at hello@steptone.com.au with your order number. We will investigate with Australia Post and either resend your order or issue a full refund, whichever you prefer.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don't panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
We cover all customs and import fees, so there is no need to stress about them.
Product Questions
Does the StepTone™ Premium Mini Stepper require Installation?
Almost none. Simply unbox, screw in the red height adjustment knob just using your hand, attach the resistance bands, and you're ready to go.
What benefits do i get from the StepTone™ Premium Mini Stepper?
This stepper is designed to help you tone your legs, glutes, and core, all from home. Just 10 minutes a day can help improve your fitness, increase daily movement, and build a more toned, defined shape without needing to pay for a gym membership.
Is the StepTone™ Premium Mini Stepper okay for all fitness levels?
Yes. The adjustable height/resistance lets you go at your own pace, whether you're just starting out or looking to increase intensity. You're in full control of how hard you work.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any StepTone products directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don't include any value invoices inside the box as any receipts are sent directly to your own email address. It's that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package, we're sorry!
Are you stocked in any stores anywhere?
Nope, it's just us! Our StepTone products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
Yes! We offer a 30-day money-back guarantee. You have 30 days from the day your order is delivered to request a return, for any reason, including change of mind.
To be eligible for a change-of-mind return:
1. Contact us to start the return within 30 days of delivery, and get your item in the post once your return is approved.
2. Item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless faulty.
3. Item(s) must be unused and in the original packaging, with all parts and accessories included.
You will also need your order number or proof of purchase. Please request your return before posting anything back, as items sent without a return request cannot be accepted.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Full details are in our Return and Refund Policy.
How long do I have to return the products?
We know the drill, you've been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided the return is requested within 30 days of delivery.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned unused and in the original packaging, with all parts and accessories included.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We want you to love your StepTone purchase. If you need to return or exchange an item, simply reach out to our friendly team and we'll guide you through the process. For change-of-mind returns, return shipping costs are the responsibility of the customer.
If your item arrives faulty, damaged or incorrect, that's on us: we cover the cost of return shipping, and we will repair, replace or refund the item.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
Once your return arrives back at our warehouse, we will inspect it and let you know whether your refund or exchange has been approved. To help things move quickly, we encourage you to send through a photo of your post office receipt as proof your return has been lodged. Approved refunds are processed within 5 business days.
How long does it take for my refund to be processed?
We're sad to see you go! Once your refund is approved, we process it to your original payment method within 5 business days, and you will receive an email confirming this has been processed from our end. Your bank or card provider may take a few additional days to post the funds to your account. If more than 10 business days have passed since your refund was approved and you have not received it, contact us at hello@steptone.com.au.
Payment
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. We also accept PayPal and Shop Pay, and if you're a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Yes! You can pay with Zip at checkout, which lets you buy now and pay over time. We're working on adding more payment plan options.
How do I use a discount code?
Woo, it's on sale, so you're basically saving money (at least, that's what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click 'Apply'! This is offered before the payment page so you're totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn't added your discount? Never fear, that opportunity hasn't slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact & Support
I have an issue with my order, what can I do?
Something not quite right with your order? Don't worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals, emailing us is the way to go! You can contact us here or by emailing us at hello@steptone.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We're only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won't leave you on 'read'!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your StepTone stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our StepTone HQ is located in Thornbury, Melbourne VIC. Your StepTone products start their journey to you from our fulfilment partners' warehouses here in Australia.
*Please note: We are an online-only store. Our HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.