1) Processing Time
Orders are typically processed within 1–3 business days (excluding weekends and holidays). Once your order is dispatched, you can track its real-time delivery status directly from your **Lifostep Account Dashboard** under the “My Orders” section. You will also receive an email confirmation with tracking details (where available).
2) Standard Shipping Window
Our standard delivery timeframe is 5–15 days from dispatch. Transit times can vary by destination, customs processing, local courier performance, and peak seasons.
3) Shipping Methods & Partners
We use reliable global carriers and fulfillment partners to deliver your order. The method is selected automatically for the best balance of speed and reliability.
4) Tracking & Notifications
- Tracking information (if provided by the route) will appear in your Account Dashboard and/or via email.
- Tracking events may take 24–72 hours to update after dispatch.
- Multiple items may ship separately, and you may receive more than one tracking number.
5) Address Accuracy & Changes
- Please ensure your shipping address is complete and accurate (house number, street, postcode, phone).
- Requests to change address are only possible before fulfillment. After dispatch, we cannot reroute packages.
- Undeliverable due to incorrect/incomplete address may result in delays or return-to-sender; additional fees may apply.
6) Customs, Duties & Taxes
International shipments may be subject to customs checks, import duties, VAT/GST, or brokerage fees, which are determined by your local authorities. Unless stated at checkout, these charges are the customer’s responsibility. Delays at customs can extend delivery times.
7) Delivery Attempts & Missed Deliveries
- If the courier cannot deliver (no access, nobody available, wrong address), they may attempt again or hold the parcel at a pickup point.
- Please follow the carrier’s instructions for re-delivery or pickup to avoid return-to-sender.
- Refused deliveries or unclaimed packages may be returned; re-shipping fees may apply.
8) Lost-in-Transit & Delays
- If tracking shows no movement for an extended period or the package is marked as lost by the carrier, we will assist you with a replacement or a full refund per our Refund Policy.
- Severe weather, peak seasons, or force majeure (strikes, disasters) can cause delays beyond our control.
9) Delivery Confirmation & Risk
Risk of loss passes upon carrier’s delivery confirmation at the provided address. If your building requires access codes or concierge handling, please include details in the address line or order notes.
10) Region Notes (UK / US)
- United Kingdom: Standard delivery typically falls within the stated 5–15 days timeframe from dispatch.
- United States: Standard delivery typically falls within the stated 5–15 days timeframe from dispatch.
11) Returns & Refunds
For damaged/defective items, lost-in-transit cases, and unopened/unused returns within 7 days of delivery, please refer to our Refund Policy. All approved refunds are processed back to the original payment method; banking timelines may vary by provider.
12) Need Help?
Our support team is available 365 days a year. For shipping questions, tracking help, or delivery issues, contact us via your Account Dashboard or email: support@lifostep.com.