What should I do when my delivery is missing an item?
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, 8:00 am - 5:00 pm EST or send us an email 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 was 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.
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 1-2 business days for a response on all emails."
What should I do when my new Step2 product appears to be damaged?
If your item isn't functioning properly or appears to be damaged, please contact our Consumer Service team at 1-800-347-8372, Monday - Friday, 8:00 am - 5:00 pm EST 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.