Shipping policy
1. Do you ship to my country?
Yes! We offer worldwide shipping to most countries, including the United States, Canada, the United Kingdom, Continental Europe, Australia, and South Africa. A small number of remote island regions may be excluded. Delivery to other countries may take longer — we appreciate your patience.
2. How long does delivery take?
Total Delivery Time = Processing Time + Shipping Time
Processing Time: 1–2 business days
Shipping Time by Region:
| Region | Standard Shipping | Expedited Shipping |
|---|---|---|
| USA | 6–12 business days | 5–8 business days |
| Europe & UK | 6–12 business days | 5–8 business days |
| Canada | 8–16 business days | 8–10 business days |
| Australia | 6–11 business days | 4–7 business days |
| South Africa | 8–15 business days | Not available |
| Rest of World | 10–16 business days | Not available |
*Shipping times are estimates and may vary due to customs processing, address issues, or other unforeseen factors.
3. How much does shipping cost?
- Standard Shipping: $5.99
- Free Shipping: On all orders over $49
- Insured Tracked Shipping (covers loss & damage): $1.99
- Expedited Tracked Shipping: $19.99
Free shipping applies to both domestic and international orders over $49, excluding remote locations. Insured and expedited options are optional upgrades available at checkout.
4. How do I track my order?
Once your insoles have shipped, you'll receive a confirmation email with your tracking number. Visit the "Track My Order" page on our website to follow your package. Please allow up to 72 hours for tracking information to become active.
5. Can I cancel or change my order?
You can cancel or modify your order within 12 hours of placing it. Once processing or fulfillment has begun, we are unable to make changes. Please contact us as soon as possible at support@stepaligns.com.
6. What if my package is unclaimed or returned?
We are not responsible for packages returned due to an incorrect address, refusal of delivery, or failure to collect. Please double-check your shipping address before completing your order.
7. Will I be charged customs or import duties?
Customs fees, import duties, and local taxes are the sole responsibility of the customer. Requirements vary by country — please check with your local customs office before ordering.
8. Will my order arrive in multiple packages?
In some cases, your order may be split into separate shipments due to:
- Stock availability across different warehouses
- Weight or size restrictions on individual shipments
You will be notified if your order is dispatched in multiple packages.
9. Returns & Exchanges
We accept returns on unused, unmodified insoles within 30 days of delivery. Items must be returned in their original, unopened packaging.
To start a return or exchange, please contact us first — unauthorized returns will not be processed. Return shipping costs are the customer's responsibility. We do not offer Freight To Collect (FTC) services.
Important Notes
- We are not liable for delays caused by weather events, public holidays, customs clearance, or courier disruptions.
- Business days exclude weekends and public holidays.
- Please ensure your delivery address is accurate and complete to avoid delays or failed deliveries.