FAQs
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General / Manufacturing
What type of plastic is used in Step2 products?
Step2 products are manufactured from Polyethylene and/or Polypropylene plastics. Step2 products are third-party tested and are compliant with the CPSIA phthalate and heavy metal requirements per ASTM F-963 Toy Safety Standards as well as EN71 - Part 2 and 3 for UK chemical requirements.
Can Step2 products be recycled?
Yes, Step2 products can be recycled at level 4.
Where are Step2 products manufactured?
The majority of Step2 products are manufactured in the USA through a process called rotational molding. We do import some products and components from other countries. All of our imported products meet US regulations and standards.
We have always taken great care to ensure quality control of sourced (imported) items and components. Step2 utilizes a leading worldwide independent lab to perform tests and assessments on products before they are shipped. Any components or products found to not comply with our stringent quality, lead, or safety standards are not allowed to ship.
Assembly
Where can I find more information, tips, and how-to videos for assembly help?
For assembly instructions that are specific to your product, please see the instruction manual that arrived with the product.
For general tips, tricks, and how-to videos, see our Assembly Tips page.
If you have specific questions on assembly for your product, please contact us.
Safety
What is the recommended ground cover for Step2 climbers and swing sets?
We recommend impact-absorbing material under products that have children elevated - please see the instruction manual that comes with your product for more information.
Our climbers and swing sets are recommended for use outside. We DO NOT recommend installing playground equipment over hard surfaces such as concrete asphalt, packed earth, grass, carpet, or any other hard surface. Please refer to the Product Assembly Instructions for a chart outlining the surfacing depths.
**Step2 climbers and swing sets are approved for backyard residential use only. They do not meet public playground and/or childcare standards.
How does Step2 ensure the safety of its products?
Children and their safety are our primary concern. At Step2, we go to great lengths to ensure the safety and quality of our products.
The majority of Step2 products are manufactured in the USA through a process called rotational molding. We do import some products and components from other countries. All of our imported products meet US regulations and standards.
We have always taken great care to ensure quality control of sourced (imported) items and components, including:
Step2 utilizes a leading worldwide independent lab to perform tests and assessments on products before they are shipped. Any components or products found to not comply with our stringent quality, lead, or safety standards are not allowed to ship.
Step2 performs in-house safety tests along with regularly submitting samples of each of our products to independent third-party accredited testing agencies to conduct detailed testing to ensure compliance with the applicable safety standards.
We hope these facts help alleviate any concerns you might have had about Step2 products. We value our loyal customers and want you to know we will always maintain a level of quality and service that is worthy of your confidence.
Are there supposed to be small pin holes in the recess area of the climber platform?
Our platforms feature recessed, slotted openings coated with a thin layer of plastic during manufacturing to enhance strength. These coated recesses may contain multiple visible small holes to serve as drainage outlets for water.
Are Step2 climbers and swing sets approved for public playground and/or child care use?
Step2 climbers, swing sets, etc. are designed for residential use. They comply with the ASTM F1148 backyard residential use standard and are not designed nor comply with the public ASTM F1487 playground standard.
Please contact your local and state licensing agency for standards specific to your area.
Maintenance
What is the best way to clean my Step2 products?
We recommend regular cleaning of your Step2 products to ensure they are always safe and ready to use. Here are our top cleaning tips to keep your Step2 products clean:
3 Ways to Clean:
1. Use disinfectant wipes or household cleaners
2. Use a 50/50 mixture of warm water and vinegar
3. Use a solution of baking soda, mild dish soap, and warm water
Please note that while external/internal surface contamination is not covered under the Step2 warranty, here are a few tips to keep all products clean and safe to use:
- Periodically clean all Step2 products, paying extra care to ones that are stored outside or exposed to weather conditions.
- For non-water products, keep all surfaces dry and promptly remove any wetness or dampness to prevent moisture from being trapped on or within the product.
- For water products, make sure to thoroughly dry product after each use. Keep drains clear to prevent clogs and prolonged standing water. Periodically check hose connections for leaks.
- When possible, store items inside or under cover to protect from excessive sun, heat, water, and weather conditions.
- Use a soft brush to help clean porous surface areas.
Refer to the product instruction manual to find more cleaning tips tailored to each product's specific requirements.
Can Step2 products remain outside year round?
Step2 outdoor products are specifically designed for outdoor use and are extremely durable.
While they are built for outdoor use, we highly recommend bringing swings (the rope can become rough and brittle), water products, sandboxes, wheeled items indoors during extreme cold, snow, and other weather conditions. Additionally, periodic inspection and general maintenance is recommended as a safety precaution.
Review the instruction manual that came with your Step2 product and be sure to always carefully follow the safety information and instructions for operation, maintenance, and cleaning.
How can I drain water from my Step2 product?
Drill a 1/4" hole on the bottom of the product at least 1" from the seam to drain the water. As necessary, tip the part or product to help the water drain out.
What should I do when there are bees or insect nests in my product?
Please contact your local pest control office for further instructions.
How can I prevent mold/mildew/odors from forming on my product?
There are various products available to remove mold, mildew, and odors that may develop in or on your Step2 product.
Please note that while external/internal surface contamination is not covered under the Step2 warranty, here are a few tips to prevent and resolve this issue:
- Periodically clean all Step2 products, paying extra care to ones that are stored outside or exposed to weather conditions.
- For non-water products, keep all surfaces dry and promptly remove any wetness or dampness to prevent moisture from being trapped on or within the product.
- For water products, make sure to thoroughly dry product after each use. Keep drains clear to prevent clogs and prolonged standing water. Periodically check hose connections for leaks.
- When possible, store items inside or under cover to protect from excessive sun, heat, water, and weather conditions.
- Use a soft brush to help clean porous surface areas.
Refer to the instructional manual that came with your product for specific cleaning and maintenance instructions.
Will sunlight fade colors in Step2 products?
We use a UV stabilizer to protect colors from fading. However, it is important to protect your Step2 products from harsh sunlight and weather conditions as this can cause colors to fade faster.
How can I remove odor from my product?
We recommend wiping the product down with a vinegar and water solution to help reduce odors. Covering or storing your Step2 products inside and regularly cleaning products will help prevent future odors.
Is there a way to minimize the static on my plastic slide?
Use an ordinary dryer sheet to wipe down the plastic. Do this as needed.
What are some tips to maintain my outdoor toys?
Performing regular maintenance for all of your Step2 products is important for ensuring proper functioning. Periodically inspect the Step2 product to make sure all components are in good working order and that there is no excessive wear and tear on the product.
Review the instruction manual that came with your Step2 product and be sure to always carefully follow the safety information and instructions for operation, maintenance, and cleaning. Depending on your step2 product, here are some areas to check:
- Inspect seat belts to ensure they are secure, that the buckles function, and that the fabric is not weathered or damaged.
- Look for signs of wear on wheels, bent axles or casters, and cracks on handles.
- Make sure sandbox lids are intact to keep your sand clean and any critters out.
Check umbrellas for proper installation, function, and fit, along with exposed metal tips or torn fabric. Be sure to remove any damaged umbrellas from use.
Check drainage plugs for wear and make sure they are inserted all the way to prevent leakage.
You can order replacement parts from Step2.com for delivery to the 48 contiguous United States or by contacting us. Please have your product close by during your call so that we may quickly assist you.
If you have specific questions about caring for your outdoor toys, please contact our customer service team.
Order Placement, Shipment & Delivery
How can I find out if my Step2 Direct order was processed correctly?
If you placed your order online, you may view your order status by logging in to your account.
You will receive an email confirmation to verify that your order was successfully placed. If you haven't received it within 24 hours of placing the order, please double check your spam folder.
If you don't receive this email confirmation, please contact us. We'll be glad to assist you and ensure your order was processed correctly. Please allow 1-2 business days for us to respond if you contact us via email.
How can I place an order if my business is tax-exempt?
If your business is tax-exempt, your order will need to be placed over the phone with our Consumer Service team at 1-866-429-5200, Monday - Friday, 8:00am - 5:00pm ET. We will need a copy of your tax-exempt certificate faxed to 330-655-9685, attention Step2 Direct.
What are the rules for promotions and discounts?
All promotions & discount codes are valid at step2.com only.
All promotions are subject to certain terms and conditions, which differ from promotion to promotion.
We reserve the right to limit quantities purchased on promotion.
You must enter the specified discount code at checkout in order to receive your savings unless otherwise stated.
Previous purchases are not eligible for adjustments based on current promotions.
Only one (1) discount code may be redeemed per order.
Which payment methods are accepted when ordering through Step2 Direct?
Step2 Direct accepts U.S. issued Visa, Mastercard, American Express, Discover cards, and PayPal.
Do you offer price matching?
As a manufacturer, we do not offer to match the prices of other retailers. However, we do offer deals and promotions on our products. Please be sure to sign up to receive our emails. Feel free to contact us if you have any other questions.
How is shipping calculated?
Our shipping charges are calculated based on the average actual cost to ship an order. The total charges will change as the contents of your order change.
Interested in finding the shipping charge for a particular product? Click Add to Cart and the shipping charge will be displayed. If you do not wish to purchase the item selected, click remove.
How is the shipping method determined?
Orders will be shipped via parcel carrier (FedEx) or trucking company. You will see the shipping methods for your order at checkout.
Replacement Parts typically ship via FedEx Ground Economy (formerly Smart Post).
Items normally sent via FedEx can be changed to a truck shipment when larger quantities are ordered.
Please contact us for further assistance.
How do I use my coupon code when ordering through Step2 Direct?
Step2 issued coupon codes can only be used when ordering directly from Step2 and must be entered at checkout before you submit your order. Step2 coupon codes are not valid for redemption through other retailers.
Certain codes will require you to log in to your account in order to redeem.
If you need help with your order, call 1-800-429-5200, Monday - Friday, 8:00am - 5:00pm ET and provide the coupon code to the sales representative.
How long will it take to receive my Step2 Direct products once and order is placed?
Please allow up to 2 days for orders to be processed and shipped.
Orders are shipped from one of our Northeast Ohio locations.
FedEx Home Delivery:
Please allow 2-5 business days for delivery once your order has shipped.
Truck/Freight Curbside Delivery:
A representative from the trucking company will contact you to schedule a delivery appointment. Please allow 5-14 business days for your order to be delivered curbside once it has shipped.
FedEx Economy (formerly SmartPost):
Replacement parts typically ship FedEx Economy and may take 10 -14 business days to arrive.
All delivery times vary depending on the distance from Step2's warehouse to the destination. All Step2 Direct orders ship directly from our warehouse in northern Ohio unless otherwise noted.
Please keep in mind that adverse weather conditions and holidays may affect delivery times.
Will Step2 Direct ship to APO, FPO, or PO addresses?
Step2 Direct is unable to ship to APO, FPO, or PO addresses. Most of our items are simply too large and too heavy to use the US Postal Service as a shipping option. For this reason, it is not possible to ship to the above addresses.
Do you offer a local pick-up service?
Yes, we do offer local pick-up of full product at our Streetsboro, Ohio warehouse location.
Prior to choosing local pick-up, we recommend that you verify the box size of your products to ensure your vehicle is large enough to transport your items (this information is readily available on the product detail page of our website in Product Details (pdf) under the Product Assembly tab, or you can contact us for assistance.
We manufacture our products at several locations throughout the state of Ohio, but product can only be picked up at our Streetsboro, OH warehouse location. For this reason, it may take several days before your item is ready for pick-up. You will be notified via email when your product is ready to be retrieved. You will have 30 days to pick up your product.
Should the items not fit into your vehicle or are not retrieved within 30 days from when you were notified that your product was available for pick-up, your order will be canceled and you will be required to pay a 20% restocking fee for these products.
All local pick-up orders must be placed on Step2.com and will not be available for pick-up until the Ready for Pick-up email has been received.
How do I pick up my order?
- Place your order on Step2.com.
- Provide your email address during checkout.
- Select Collect From Store for your Shipping Option.
- You will receive an order confirmation email once your order is placed and a separate email notification when your product is ready for pick up.
- Print your Ready for Pick-up email and bring it with you when picking up your order. Please also bring with you a form of photo identification (driver's license, etc.).
- Prior to choosing Local Pick-Up, we recommend verifying the box size of your products to ensure your vehicle is large enough to transport all items. All playhouses, climber, and swing sets will require an empty mini van, a large scale SUV or pickup truck for transportation (detailed packaging dimensions are readily available on the product detail page of our website in under More Information, or you can give us a call at 1-866-429-5200, Monday - Friday, 8:00 am - 5:00 p.m. EST and we can assist you with this information).
- Follow the driving instructions to arrive at Step2. Once you are on Aurora-Hudson Rd., follow the signs for the Plant Entrance as you will be picking your product up from our warehouse location.
- Products are available for pick up Monday - Friday from 9:00 am - 4:00 p.m. EST (we are closed on Saturdays, Sundays and all major holidays).
- Upon arrival at the Step2 Plant, park in front of the sign that reads, Customer Pick-Up on the building.
- Please press the red buzzer near the door.
- Present a printed copy of this email or your order confirmation email to the Step2 employee, and let them know you are here to pick up your order placed on Step2.com.
- The Step2 employee will retrieve your product from the warehouse and instruct you to move your vehicle to the warehouse garage, if necessary, to load the item into your car.
PLEASE NOTE: Once the product is loaded into your vehicle, transporting the item home is your responsibility. Step2 assumes no liability for product damaged in transit from the Step2 Plant to your home.
What are the driving directions to Step2?
Driving Directions
Driving directions for local pick-up.
From South (Akron/Tallmadge Area):
Take OH-8 N to OH-303 towards Peninsula/Hudson. Turn right on OH-303 E. After approximately 3 miles, turn left onto N Main St. Take the 2nd right onto Aurora St. Continue on Aurora-Hudson Rd for about 2 miles. The Step2 Plant entrance will be on your right (just past Fit4All). Follow the road along the side of the building to where all the semi-trailers are parked.
From Southwest (Medina Area):
Take I-71 N to I-271 N. Merge onto I-271 N. Take exit 10 for I-77 N toward Cleveland. Merge onto I-77 N. Take exit 146 for I-80 Youngstown/Toledo. Merge onto I-80 E. Take exit 187 for I-480 W towards Cleveland. Merge onto I-480 W for approximately ½ mile to exit 41 for Frost Rd. At the light, turn left onto Aurora-Hudson Rd. About ½ mile down, turn left into the Step2 Plant entrance (the entrance AFTER the corporate offices). Follow the road along the side of the building to where all the semi-trailers are parked.
From West (Twinsburg/Solon Area):
Take I-480 E to exit 41 Frost Rd. Turn right off of the exit ramp onto Hudson-Aurora Rd (west). About ½ mile down, turn left into the Step2 Plant entrance (the entrance AFTER the corporate offices). Follow the road along the side of the building to where all the semi-trailers are parked.
From North (Cleveland Area):
Take I-271 S to I-480 E. Continue on I-480 E towards Youngstown. Take exit 41 for Frost Rd. At the light, turn right onto Aurora-Hudson Rd. About ½ mile down, turn left into the Step2 Plant entrance (the entrance AFTER the corporate offices). Follow the road along the side of the building to where all the semi-trailers are parked.
From East (Youngstown/Pennsylvania)
Take I-80 W to exit 187 for I-480 W towards Cleveland. Merge onto I-480 W for approximately ½ mile to exit 41 for Frost Rd. At the light, turn left onto Aurora-Hudson Rd. About ½ mile down, turn left into the Step2 Plant entrance (the entrance AFTER the corporate offices). Follow the road along the side of the building to where all the semi-trailers are parked.
Will I be able to schedule my truck delivery?
You must be present to accept freight/truck deliveries, therefore trucking companies will call ahead to schedule a convenient delivery time.
What is Liftgate Service?
Liftgate Service is offered on shipments by truck motor freight. Products will be placed on the liftgate of the truck and lowered to the ground. The driver will then take the product off the liftgate.
What should I expect from a truck delivery?
The order will ship from one of our Ohio facilities. Once shipped, depending on the destination, it will take approximately 5-14 business days for the shipment to arrive. A delivery appointment will be scheduled prior to delivery, so we ask you to double-check the telephone number provided with the shipping address is the best number to reach the recipient to schedule delivery of the order.
Our shipping charges include standard curbside residential delivery and liftgate service depending on the weight of your delivery. It is the recipient's responsibility to move the item(s) into the home or backyard once it has been removed from the truck at curbside.
It is our experience that most drivers will help unload the truck; however, they are not required to do so. Please be prepared to help unload your order from the truck when it arrives, arranging for assistance in advance, if necessary.
Should I refuse my Step2 Delivery for any reason?
Please DO NOT refuse your shipment as refusing the shipment will incur a 20% restocking fee and may delay our ability to quickly rectify the situation. If there is an issue with your order, please accept the shipment and note your concern on your delivery receipt before you sign it. Contact Step2 immediately to address any problems. We will be happy to help you, provided that the problem is noted in the freight delivery documents.
If the cartons appear to be damaged, please inspect the contents. Often, even if a box is damaged, the items inside are unharmed.
Does Step2 Direct ship to Hawaii and Alaska?
Step2 Direct does not ship to Hawaii or Alaska at this time. If you are located in these states, please use our Store Locator to find a retailer near you. The store locator will also display Internet retailers who carry our products and may ship directly to you.
Does Step2 Direct ship internationally?
Step2 Direct does not ship internationally at this time. If you are located outside of the United States, check other online or local retailers for product availability.
Can a Step2 Direct order be delivered faster than the standard FedEx Home Delivery service (2-7 business days) or truck service (5-14 business days)?
Select FedEx items may be ordered with FedEx 2-Day or Standard Overnight Delivery. If this option is available, it will be presented during checkout. If no option for expedited delivery is presented during checkout, one or more of the items in your order are not available for expedited shipping.
Please note that Standard Overnight and FedEx 2 Day refer to the number of business days required for FedEx to deliver the order. Orders shipped with these methods will require 1-2 additional business days for processing (for a total of up to 3 or 4 business days, respectively). Truck orders cannot be expedited.
Who should I contact if my delivery is taking longer than estimated by Step2 Direct?
Please note, Overnight Shipping does not guarantee next-day delivery. Orders may take 1-2 days for processing. FedEx Standard Overnight and FedEx 2 Day Shipping orders may take up to 3 or 4 business days, respectively.
For FedEx Home Delivery shipments, please allow 2 to 6 business days for delivery. Shipments via truck may take 3 to 10 business days for delivery. The actual delivery date depends on the distance between our warehouse and your ship to address. Our estimates are conservative, and shipments often arrive sooner than we predict, however, we unfortunately cannot promise a specific delivery date for your order.
If your shipment has not arrived within the estimated time frame, please contact us. We would be happy to track your order for you. Please provide your name, phone number and order number when you contact us. Please allow 1-2 business days for an email reply.
Special note regarding weather conditions and holidays:
In our experience, seasonal weather conditions and busy holiday periods are the most common reasons shipments may be delayed. It's a good idea to order early and give yourself plenty of time for delivery during these periods.
What should I do when my delivery is missing an item?
Truck Shipments
Accept the shipment as is and note any problems on the delivery receipt before signing. Please call Step2 Direct immediately at 1-866-429-5200, Monday - Friday, 8:00am - 5:00pm ET or contact us for further instructions. Please have your order number ready and be able to provide a description of the missing item. We will be happy to assist you, provided that your problem is documented on the delivery receipt. Please do not refuse the shipment, as will incur a 20% restocking fee and may delay our ability to more quickly rectify the problem.
FedEx Shipments
The same instructions apply here as above, only you will not be required to note any problems on a delivery receipt, as no signature is required for your order. Please accept the FedEx delivery as-is and contact Step2 Direct to report any problems.
Please allow 2 business days for a response to all emails.
How can I obtain tracking information for my order?
Tracking information will be emailed to you upon shipment of your order. The estimated shipment date is given to you at the time of your order. If your estimated shipment date has passed and you have not received an email with your tracking numbers, please contact us. Please provide us with your order number, and we will locate your tracking number.
Product Damage, Cancellations & Returns
What is the Step2 Direct return policy?
Only products purchased through Step2 Direct can be returned to us (excluding replacement parts). Step2 Direct does not accept returns of products purchased from other retailers.
All returns require pre-approval from Step2 Direct. To receive return authorization, please contact us.
Please Note: Lack of prior return authorization from Step2 Direct will result in a refund deduction for associated fees, shipping costs, and a 20% restocking fee.
Seasonal/Holiday Items - Cannot be returned after the Season/Holiday is over. For example, My First Christmas Tree cannot be returned after December 23.
FedEx Shipments - You may return an item shipped via FedEx within 14 days of receipt for a refund of the purchase price less the shipping charges. The return shipping arrangements and expenses will be your responsibility. Returned items must be in new condition, unassembled, and in the original packaging.
Truck Shipments - You may return an item shipped via truck (common carrier) within 7 days of receipt for a refund of the purchase price less the original shipping charges and a 20% restocking fee. The return shipping arrangements and expenses will also be your responsibility, along with any additional fees the freight company may charge (i.e. holding/storage fees).
Truck shipments returned to Step2 due to an incorrect shipping address or an unscheduled delivery appointment will be subject to charges for original and return shipping and a 20% restocking fee.
**Please note:
We reserve the right to charge a 20% restocking fee for any consumer requesting excessive return authorizations.
If you are eligible for a credit on a return, it will be issued to the original credit card used to place the order or you can receive a promotional code to use on your next www.step2.com purchase.
If you receive a product that is not functioning properly, please contact our Consumer Service Department
Step2 Direct does not offer product exchanges.
Replacement Part sales are final.
For any additional questions, please consult our Return Policy or contact us.
How do I cancel a Step2 Direct order?
Cancelling a Product Order:
Getting your order to you quickly is our goal, so we will ship it as soon as possible. Once your order has been accepted by our shipping department, it cannot be cancelled.
If you have an account and need to make changes to your order, please log in to your account.
Important:
If your order has already shipped, do not refuse the delivery. Refusing the shipment creates a significant delay in processing your return and a 20% restocking fee is applied to any refused shipment. Accept the shipment and call Step2 Direct at 1-866-429-5200, Monday - Friday, 8:00am - 5:00pm ET. All product returns must be pre-approved. Please contact us to receive return authorization. Please note that you are responsible for all outbound and return shipping charges, and may incur a 20% restocking fee.
Please allow 2 business days for a response to all emails.
Replacement parts are not intended for resale and all sales are final.
What should I do if my shipment arrives looking damaged?
Damaged shipments are handled differently depending on the mode of transit. Here's what to do if your shipment is damaged:
If your shipment was delivered via FedEx or UPS:
Please inspect the contents of the package. Although the shipping cartons may be damaged, the contents may be unharmed. If the product itself is damaged please contact us and we will be happy to assist you.
If your shipment is delivered via a trucking company:
The driver will typically ask you to sign a delivery receipt. Please write down any visible damage on the delivery receipt and accept the shipment. It is important to not refuse the shipment. Refusing the shipment incurs a 20% restocking fee and delays our ability to quickly rectify the problem.
After accepting the shipment, inspect the contents of your shipment. Even if the cartons are beaten up, usually the contents are not damaged. If any portion of the product is damaged, please contact us. We will be happy to assist you, provided the concern was noted on the delivery receipt.
What should I do if I open my new product and find it is damaged?
If your item isn't functioning properly or appears to be damaged, please contact our Consumer Service team and we will be happy to assist you. Often a replacement part can be sent to repair the damage.
**If an item arrives at your home and the carton appears to be damaged, please inspect the contents of the carton. The carton may become damaged during transit, but often the item inside is undamaged.
Parts are missing from my new Step2 product. What do I do?
If your new Step2 product is missing parts, contact our Consumer Service Department. Please have the product close by to offer details of the parts that may be needed.
If your case requires additional information, a Step2 Consumer Experience Specialist will respond to you within approximately 3 - 4 business days via phone or email, or as quickly as possible based on current part requests.
If your case requires no additional information, we will get started on your replacement order and you will receive an email confirmation once it has been placed, along with shipping confirmation with tracking details.
Replacement Parts
How can I order replacement parts for my Step2 product?
Various replacement parts and decals can be ordered via Step2.com. To find the parts you need, you can use the search bar or navigation to find the product page. If you scroll down the product page, you will find a section for replacement parts. From there, you can select the ones you need and proceed to the checkout.
Typically, the products that are available for purchase as replacement parts are smaller components, accessories, and decals. If you cannot find the parts you are looking for or you are unsure of which part to order, please contact us contact us
Replacement parts and decals can also be ordered via phone by calling our Consumer Service team at 1-800-347-8372, Monday - Friday, 8:00am - 5:00pm ET. Please have your product close by during your call so that we may quickly assist you to answer your question, find a resolution, and or provide product or part pricing and lead-time(s).
Please note that not all parts are available for individual purchase and some parts may be discontinued.
Can I order replacement parts for products that are discontinued?
Replacement parts may not be available if the product has been discontinued, and certain parts may not be available for individual purchase.
Check Step2.com to see if replacement parts are available. If you cannot locate the product or the specific replacement part for your discontinued product, contact our Consumer Services team to see if they are able to assist you. Please keep in mind that replacement parts may not be available for discontinued products.
Please have your product close by during your call so that we may quickly assist you by answering questions, finding a resolution, and providing pricing and lead time(s).
Are replacement parts covered under warranty?
The coverage of replacement parts under warranty can vary depending on a range of factors.
Please contact our Consumer Service team for clarification on whether a replacement part is covered under warranty. Please have your product close by during your call so that we may quickly assist you to answer your question, find a resolution, and or provide product or part pricing and lead-time(s).
Warranty & Registration
What is the Step2 product warranty?
Click here to the full Step2 warranty.
How do I find the date code on a Step2 product?
Starting in 2009, all Step2 products were labeled with a date code. This code is located on a tan colored vent plug or molded into the product itself. *Some Step2 products may have more than one vent plug, which are colored white. The vent plug with the date code is colored tan.