SHIPPING POLICY – URBANSTEPCO.

1. ORDER PREPARATION

Orders are prepared from Monday to Friday, excluding public holidays.

• Preparation time: 2–4 business days after payment confirmation.
• During this stage, the product is checked, prepared and handed over to the carrier.
• Tracking information is sent once the carrier performs the first scan.

2. DELIVERY TIMES

Standard shipping normally takes 10–15 business days after preparation. Weekends and public holidays are not counted as business days.

Customs controls, weather, transport disruptions or other circumstances outside our control may occasionally cause delays. In all cases, the maximum delivery period is 30 calendar days from the date the order is processed.

3. TRACKING AND DELIVERY

Customers must provide a complete and accurate delivery address, email address and telephone number. Once dispatched, the order can be followed using the tracking information provided by email.

Deliveries to islands, remote areas or destinations requiring additional customs processing may take longer or be transferred to a local carrier.

4. FAILED DELIVERY OR UNCOLLECTED ORDERS

If delivery fails because the address is incorrect, the recipient is absent, delivery is refused or the parcel is not collected within the carrier’s deadline, any reshipping cost must be paid by the customer.

5. DAMAGED OR INCORRECT ORDERS

Damage, defects or an incorrect item must be reported within 48 hours of delivery by emailing contact@urbanstepco.com. Please include the order number and clear photos or video of the product and packaging.

6. CONTACT

For questions about a shipment, contact contact@urbanstepco.com and include your order number.