At StepUpVibe, we take pride in delivering high-quality products to our customers. However, if you experience any issues with your order, we are here to assist you.

Eligibility for Returns:

We only accept returns or refunds under the following conditions:

1. Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 7 days of receiving the product. We will gladly offer a replacement or refund for the defective item after verifying the issue.
2. Non-Receipt of Item: If your order has not arrived within 30 business days of the estimated delivery time, and tracking shows no updates, we will provide a full refund or reship the item.
3. Incorrect Item Received: In the rare event you receive the wrong item, please reach out to us within 7 days of receipt, and we will ensure you get the correct product.

Non-Refundable Conditions:

• Change of Mind: We do not accept returns or offer refunds for items due to change of mind.
• Misuse or Damage after Receipt: We do not cover damage caused by improper handling or misuse of the product after it has been received.
• Delayed Shipments: Due to varying shipping times based on location, refunds will not be issued for delayed deliveries that are still within our estimated shipping window of 5 to 10 business days.

Return Process:

1. Contact our customer service at [your email/contact details] with your order number, photos of the damaged item, and a description of the issue.
2. We will assess the claim and, once verified, provide instructions for returning or replacing the item.
3. Refunds (if applicable) will be issued to your original payment method within 7-10 business days after we receive the returned item.

Please note: Shipping fees are non-refundable, and the customer is responsible for the return shipping costs unless the item is faulty or incorrect.

1. What is the delivery time for my order?

• Our delivery time ranges from 5 to 10 business days, depending on your location. International orders may take slightly longer. Once your order is shipped, you’ll receive a tracking number to follow its journey.

2. How can I track my order?

• After your order is shipped, we will send you an email with the tracking number and a link where you can track your package in real-time.

3. What if I don’t receive my order?

• If your order hasn’t arrived within 30 business days from the estimated delivery date and there are no tracking updates, please contact us. We will either resend your order or issue a refund.

4. Can I return or exchange my product?

• We only accept returns or exchanges if the item is damaged, defective, or if you received the wrong product. Please contact us within 7 days of receiving your order with a description and photos of the issue, and we’ll guide you through the return process.

5. What payment methods do you accept?

• We accept all major credit cards, including Visa, MasterCard, and American Express, as well as PayPal and other secure payment methods.

6. Do you offer international shipping?

• Yes, we ship internationally! Shipping fees and delivery times may vary based on your location, and any applicable customs or duties are the responsibility of the customer.

7. How do I use the wireless charging feature on my StepUpWave?

• Simply place your Qi-enabled device (like a smartphone) on the base of the StepUpWave lamp or speaker. Your phone will begin charging wirelessly. Make sure your device is compatible with wireless charging.

8. Can I cancel or modify my order?

• We strive to process orders as quickly as possible. If you need to cancel or modify your order, please contact us within 24 hours of placing it. Once your order has been processed or shipped, we won’t be able to make any changes.

9. How do I contact customer support?

• You can reach our customer support team via our Contact Us page or email us directly at Contact@stepupvibe.com. We aim to respond within 24-48 hours on business days.