It is unfortunately not possible to have your parcel delivered at a parcel shop/pickup point.
We ship to islands or remote parts of a country, but not all of them.
We don’t deliver to: Puerto Rico, Virgin Islands, San Juan Municipio, Military Posts (APO / FPO), Hawaii, Guam, Palau, Federated States of Micronesia, Marshall Islands and Alaska.
We also don’t deliver to PO boxes.
Please note: we don’t ship to the mentioned locations. Additional payment to ship to these locations is not possible.
Haven’t found the island or other part of the country you were looking for?
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Thank you for your interest in our shop!
We use multiple carriers for our shipments, and they are chosen depending on the amount or type of products you’ve bought and the destination it’s shipped to.
- Your Stepinfit purchase
Your purchase will be shipped within 2 business days after receiving your payment. You’ll receive an email with a Track and Trace link as soon as the item is ready for dispatch.
- Your purchase from external seller
You will receive an automatically generated email with Track and Trace information once the external seller confirms they have shipped your order. The link ‘track your order‘ redirects you to the status of your order.
As soon as we start processing your order, you’ll receive an email with a Track & Trace link. With this link you can track the status of your order in real time in the Stepinfit tracking portal. Haven’t received the email? Please check if the e-mail is in your spam folder.
You can see your shipment status in the email. In this email a tracking status included, the ‘track your order’ link redirects you to the status of your order.
You’ll receive an automatically generated email including a Track and Trace link as soon as we start processing your order.
The Track and Trace link will enable you to track the status of your order in real time in the Stepinfit tracking portal. If you haven’t received your Track and Trace link yet, please check our spam folder.
We’d like to send your order to you as soon as possible. Sometimes this can mean that an order is shipped in multiple parcels.
In the tracking portal you can check the status of your order and the multiple parcels. You can find the information about the tracking portal in your email. Your tracking portal is updated within 72 hours.
We’re very sorry to hear your item is damaged. You can get in contact with our Customer Service team. They can help you with your request. If you’re able to share the detailed pictures as well, we can help you as fast as possible.
We’re so sorry to hear you are missing parts of your product, and we’d like to help you. Please contact our customer service to solve your issue.
We’re sorry to hear that you didn’t receive your order. It’s possible that you weren’t home when the carrier tried to deliver your parcel.
They might have left it with a neighbour or at a parcel shop. Via the tracking link you can see where you parcel was delivered. You can find the information about the tracking link in your email. The carrier usually leaves a note as well.
Please contact our customer service when your parcel is still missing, and you received no note from the carrier.
In very rare cases, we can’t deliver a product and need to cancel an order.
The most common reasons are:
- The item is out of stock
- Our seller could not confirm your order
- Address information is unclear or incorrect
Your track and trace code will be activated within 72 hours. When you order multiple items within one order, it is possible for the delivery dates to differ.
The same goes for products that are shipped in multiple parcels; you will receive one tracking number per parcel.
You can find the most accurate information in your order and shipment confirmation email, the tracking status is included in this email.
We’re so sorry to hear that you didn’t receive a complete order. We aim to send the orders as soon as possible. Sometimes this means that your parcel will arrive in separate parts
When you’ve already placed an order, it’s not possible to change your address anymore. Please contact our customer service.
No, only the person whose name is on the parcel can collect it.
When you’ve ordered a large product, it’s possible that the order is shipped on a pallet.
The carrier will contact you within 2-9 working days, to make an appointment for delivery.
Please note: Pallets will only be placed inside a building against additional costs.
It depends on the carrier we use for your shipment. The most common outcomes are:
- Carrier delivers the parcel at your neighbour.
- Carrier leaves a note and delivers the parcel to the nearest pick-up point.
- Carrier doesn’t deliver the parcel and comes back for a new delivery attempt (usually is this the next day).
Usually if you aren’t there the second or third delivery attempt, they store it within their depot. This allows you a few days to pick it up before it is shipped back to us.
For your country we offer home delivery. You’ll receive an automatically generated email including a Track and Trace link and carrier information as soon as we start processing your order.
Our carrier delivers the parcel to your door (ground floor). It’s not possible to deliver to higher floors.
The most current information we have from the shipment status is in the tracking portal. You can find the information about the tracking portal in your email. When it’s a pallet shipment, the courier will call you within 2-9 workdays.
If you order multiple products, it’s possible that you receive the parcels on different days. If you order products from different sellers than vidaXL, the seller will send you an email with the delivery information.