Shipping policy
SoftStep™ Shipping Policy
Last Updated: October 17, 2026
Thank you for shopping with SoftStep™. This Shipping Policy explains our order processing times, estimated delivery times, tracking procedures, international shipping practices, and how we handle delivery issues.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. Order Processing Time
Orders are normally processed within 2–4 business days after you receive your order confirmation.
Business days do not include weekends or public holidays.
Please note:
- Processing time refers to preparing, verifying, and dispatching your order.
- Processing time is separate from the estimated transit time after shipment.
- During periods of unusually high demand, promotions, product launches, or holidays, processing may take longer.
We make reasonable efforts to dispatch orders within the timeframe stated at the time of purchase.
If we are unable to ship your order within the promised timeframe, we will provide any notice, cancellation option, or refund required by applicable law.
For U.S. orders, our shipping practices are subject to applicable FTC requirements concerning advertised shipping times and unexpected shipping delays. Federal Trade Commission
2. Estimated Shipping Time
Once your order has been processed and dispatched, our typical estimated delivery timeframe is:
International Shipping: approximately 8–12 business days
This timeframe begins after the order has been dispatched and does not include the 2–4 business day processing period.
Delivery times are estimates rather than guaranteed arrival dates unless we expressly state otherwise.
Delivery may be affected by factors including:
- Destination country or region
- Customs clearance
- Local postal services
- Carrier delays
- Severe weather
- Peak shipping seasons
- Government actions
- Strikes or transportation disruptions
- Other circumstances outside our reasonable control
Where applicable consumer law establishes mandatory delivery rights or deadlines, those rights continue to apply regardless of the estimates above.
3. Shipping Destinations
SoftStep™ offers international shipping to the countries and destinations available at checkout.
Availability may change because of:
- Carrier restrictions
- Customs or import restrictions
- Local regulations
- Sanctions or legal requirements
- Temporary logistical limitations
If your destination is not available during checkout, we are currently unable to ship an order there.
4. Shipping Confirmation and Tracking
Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information when tracking is available.
Please allow up to 48 hours after dispatch for tracking information to become active or for the carrier's system to update.
Tracking updates are provided by the applicable carrier and may occasionally be delayed.
A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.
5. Delayed Orders
Occasional delays may occur after an order has been dispatched.
If your order appears delayed, please contact:
We may:
- Review the tracking information
- Help investigate the shipment
- Contact or direct you to the appropriate carrier when necessary
- Provide another remedy where required by applicable law
Although some carrier, customs, or weather delays may be outside our direct control, nothing in this policy removes any statutory delivery rights that may apply to you.
For qualifying EU consumer purchases, unless another delivery time has been agreed, EU rules generally require delivery without undue delay and no later than 30 days after the contract is concluded. Consumers can have additional remedies when delivery requirements are not met. Eur-Lex
UK consumer law contains similar protections regarding agreed delivery dates and the default 30-day delivery period where no other period is agreed. Legislation.gov.uk
6. Lost Packages
If tracking indicates that your order has not been delivered and you believe it may be lost, contact us at:
Please include:
- Your order number
- Your full name
- The delivery address
- Any relevant tracking information
We will investigate the issue and determine the appropriate next steps.
Where applicable law places responsibility for the shipment on SoftStep™ until delivery, we will provide the remedy required by law.
7. Packages Marked as Delivered but Not Received
If tracking shows your package as delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask household members, neighbors, building staff, or anyone authorized to receive packages.
- Check for any delivery photograph or carrier notification.
- Contact us at softsteps@use.startmail.com if the package remains missing.
We may ask you to cooperate with a reasonable carrier investigation.
We will evaluate these situations individually based on the tracking information, delivery evidence, circumstances of the shipment, and applicable law.
We do not automatically deny a claim solely because the carrier marked the package as delivered.
This is important because, in jurisdictions such as the EU and UK, risk generally remains with the seller until the consumer or an authorized third party receives physical possession of the goods. Eur-Lex
8. Theft or Loss After Delivery
Once an order has been properly delivered into your physical possession, or into the possession of a person you authorized to receive it, SoftStep™ is generally not responsible for theft, loss, or damage occurring afterward, except where applicable law provides otherwise.
The applicable point at which risk transfers will always be determined in accordance with mandatory consumer law.
9. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing accurate and complete shipping information at checkout.
Please review your:
- Full name
- Street address
- Apartment or unit number
- City
- State, province, or region
- Postal or ZIP code
- Country
If you notice an error, contact us as soon as possible at:
We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, reasonable additional shipping charges may apply if the customer requests reshipment, to the extent permitted by applicable law.
If the error was caused by SoftStep™, we will correct the issue without charging the customer additional shipping costs.
10. Customs, Import Duties and Taxes
International shipments may be subject to:
- Customs inspections
- Import duties
- Import VAT or sales taxes
- Brokerage or customs-processing charges
- Other charges imposed by the destination country
Where taxes, duties, or other charges are collected by SoftStep™ at checkout, they will be identified accordingly.
Where such charges are not included or collected by us, the recipient may be responsible for paying them where permitted by applicable law.
We do not control charges independently imposed by foreign customs authorities or local governments.
Where applicable law requires us to disclose, collect, or include particular taxes or mandatory charges in the purchase price, we will comply with those requirements.
Customers may contact their local customs or tax authority for information concerning potential import charges.
11. Customs Delays
International orders may occasionally be held for inspection or clearance by customs authorities.
Such procedures can increase delivery time.
We will make reasonable efforts to assist with shipping-related documentation or investigations where appropriate, but we do not control the processing speed of foreign customs authorities.
Nothing in this section limits any non-waivable consumer rights relating to delivery.
12. Undeliverable or Returned Packages
A shipment may be returned to us because of:
- An incorrect address
- An incomplete address
- Refusal of delivery
- Failure to collect the package
- Repeated unsuccessful delivery attempts
- Customs issues
If a package is returned to us, please contact us to discuss the available options.
Where the delivery failure resulted from information or instructions provided by the customer, reasonable reshipping costs may apply.
Where the delivery failure was caused by SoftStep™, we will correct the issue at our expense.
Any refund or reshipment will remain subject to applicable consumer law and our Return, Refund & Limited Warranty Policy.
13. Force Majeure and Events Outside Our Control
Delivery or processing may occasionally be affected by circumstances outside our reasonable control, including:
- Natural disasters
- Severe weather
- War or civil disruption
- Government actions
- Public-health emergencies
- Strikes
- Customs disruptions
- Carrier network failures
- Transportation interruptions
We will not be liable for delays to the extent permitted by applicable law when they are genuinely caused by circumstances outside our reasonable control.
However, this provision does not remove your mandatory rights to cancellation, refund, delivery, or other remedies where applicable consumer law provides those rights.
14. Risk of Loss or Damage
For consumer orders, responsibility for loss or damage during transit will be determined according to applicable consumer law.
Where required by law, the goods remain at SoftStep™'s risk until the customer, or a third party designated by the customer other than the carrier, receives physical possession of the goods.
If the customer independently selects and hires a carrier that was not offered by SoftStep™, different rules may apply.
This structure reflects the consumer-risk rules used in both the EU and UK. Eur-Lex
15. Relationship With Our Other Policies
This Shipping Policy should be read together with our:
- Terms of Service
- Return, Refund & Limited Warranty Policy
- Privacy Policy
If applicable consumer law provides greater protection than any provision contained in these policies, the mandatory law will prevail.
16. Contact Us
If you have questions about your order, tracking, shipping, or delivery, contact:
SoftStep™ Customer Support