Shipping Policy

Processing Time

All orders are processed within 1 to 2 business days of being placed. Orders placed on weekends or public holidays will begin processing the next business day. You will receive a confirmation email with your tracking number once your order has shipped.

Shipping Time

Once your order has been processed and shipped, delivery typically takes 7 to 15 business days depending on your location. Most orders arrive within this window, but occasional delays can happen due to customs, high demand periods, or carrier backlogs.

Estimated total time from order to delivery: 8 to 17 business days.

Where We Ship

We ship to the United States and all European Union countries, including Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

If you're outside these regions and want to place an order, email us at support@shopsurestep.com and we'll see what we can do.

Tracking Your Order

Once your order ships, you'll receive an email with a tracking number. You can use that number to follow your package in real time. Please allow 2 to 5 business days after receiving your tracking number for it to update in the system — this is normal and doesn't mean your order is delayed.

Customs & Import Duties

For customers in the United States, there are no additional customs fees on our products.

For customers in the European Union, your order may be subject to VAT or import duties depending on your country's regulations. These charges are outside our control and are the responsibility of the customer. We recommend checking your local customs policies before ordering if you're unsure.

My Order Hasn't Arrived

If your order hasn't arrived within 17 business days of placing it, please contact us at support@shopsurestep.com and we'll investigate right away. We will either locate your package or send a replacement at no charge.

Wrong Address

Please double-check your shipping address before placing your order. If you notice a mistake, contact us immediately at support@shopsurestep.com. We can update your address if the order hasn't shipped yet. Once it's shipped, we're unable to reroute the package.

Lost or Stolen Packages

If your tracking shows delivered but you haven't received your package, first check around your property and with neighbors. If it's still missing after 2 business days, email us at support@shopsurestep.com and we'll work with you to resolve it.

Contact Us

Questions about your shipment? We're here.

Email: support@shopsurestep.com Response time: 1 to 2 business days

This policy applies to all orders placed through SureStep and is subject to change without notice. Any updates will be reflected on this page with a revised date.