New Shipping Policy Effective January 2012
Most Stepforward123 Orders are shipped Factory Direct via UPS or FedEx ground. At times, orders are shipped via a trucking service for heavier items and USPS for lighter items.
Shipping:
- We offer flat rate shipping of $7.95 for all orders under $50. Shipping is free on all orders above $50 this special offer applies only to online orders. Orders that are emailed, faxed, or phoned in will be charged shipping rate as it is charged to us we charge no handling fees.
- Most orders usually ship in 24 - 48 hours, 2 - 3 business days and other shipping time frames are based on Monday through Friday.
- If you are shipping a gift, please inform the recipient that a package has been sent so that the delivery will not be refused. If a package is returned to us, we will bill the purchaser for all related shipping charges.
- Since the majority of the items we sell are shipped factory directly, orders with more than one item might arrive in multiple boxes on different days.
- UPS does not ship to P.O. Boxes. P.O. Box addresses will be shipped by USPS and may be delayed.
Express Services - For the most part we will not accept express shipping requests due to the constraints of the vendors we deal with and the added cost of expedited shipping. If we do agree to help you with an express order, you understand that Stepforward123 will not be held responsible for orders that aren't received within your parameters. We can't stress strongly enough that if it's not going out of our warehouse, we can't control how fast a vendor ships your item even if they've agreed to express your order. If the order is shipping directly from our warehouse we can provide you with a tracking number to follow your order. Large Orders: If you have a large order for a school district, government agency, WIC, the Military or other organization that uses purchase orders, please contact us so we can provide a quote with possible discounts. Outside the 48 Sorry, we do not ship to Alaska, Hawaii, Canada or any other area outside the contiguous 48 U.S. States Military Addresses: For those of you in the military, we want to help out if possible. There is an outside service specifically set up for APO's and FPO's that uses the USPS. Due to size restrictions, not all of the items we sell are eligible. There are additional shipping fees as well, but we'll do our best to keep those to a minimum. Please email us with the item(s) you're interested in and we'll let you know if we can help. If you have any questions regarding shipping please e-mail us at customerservice@stepforward123.com, call us at 610-533-5781, with the item(s) you would like to purchase and the shipping zip code. We will then provide you with an accurate shipping quote and ordering instructions. Delivery Time
- Ground shipping times cannot be guaranteed due to the nature of factory direct shipping and issues with UPS and FedEx.
- Ground shipping time is typically usually be 1 - 5 business days after the order is shipped, depending on where you live and where the item is being shipped from.
Issues and Errors
- We do our best to stay on top of our vendors and keep the stock status up to date. At times, products will be out of stock but our website has not been updated because we were not notified by the manufacturer of the change. As soon as we find out about these instances we update our site. We will notify you as soon as we are notified by the manufacturer about any unknown backorders.
- Shipping problems occur and are out of our control. We've seen instances where FedEx, UPS, or the USPS delivers an order to the wrong address, destroys a box, loses a package or a shipment gets delayed due to bad weather or some other natural disaster. We can't control these issues and will not overnight you a new item. 99% of the time orders arrive in the time frame shown on our site. Other times they don't and most of our customers understand that "stuff" happens and are forgiving. We will immediately take steps to rectify the situation as soon as we are informed of any issues. We will follow up and make sure the issue is resolved.
- If it’s our fault, we'll fix it. If it's out of our control we'll do our best to get the issue resolved in a timely fashion.
- Product quality is very important to us and we want you to trust Stepforward123 to offer you an excellent line of items at competitive prices while trying to give the best service possible.
- Answering your phone call is also important. One thing we notice, however is that sometimes customers call and hang up repeatedly thinking that they will get to speak with someone faster than if they leave a message. We do not use a call center to handle our calls. We handle all our customer service in house. Our customer service representative take calls in the order they're received so hanging up actually puts you at the back of the line. If you get our voicemail please leave us a message so that we can return your call in the order they are received. You can also consider emailing us if your issue is not time sensitive. We will get back to you within one business day (and 99% of the time it will be the same day).
- Our customer satisfaction is very important to us so please contact us with any questions or concerns and we will do our best to resolve the problem.
