What is the Step2 Direct return policy?
Only products purchased through Step2 Direct can be returned to us, this does not include replacement parts. Step2 Direct does not accept returns of products purchased from other retailers.
Obtain Return Authorization - All returns require prior authorization from Step2 Direct. To obtain authorization, please contact us by calling toll free 1-866-429-5200, Monday - Friday, 8:00 am - 5:00 pm EST.
Seasonal/Holiday Items - Cannot be returned after the Season/Holiday is over. For example, My First Christmas Tree cannot be returned after December 23.
Please note: without prior authorization from Step2 Direct, we will deduct any associated fees and shipping costs from your refund along with a 20% restocking fee.
FedEx Shipments - You may return an item shipped via Fed Ex 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).
Please do not refuse delivery. If your truck shipment arrives damaged or something is missing, please note this on the driver's copy of the delivery receipt and contact us immediately (1-866-429-5200, Monday - Friday, 8:00 am - 5:00 pm EST) for further instruction. Truck shipments returned to Step2 due to incorrect shipping address or unscheduled delivery appointments will be subject to charges for original and return shipping and a 20% restocking fee.
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 call our Consumer Service Department at 1-866-429-5200 (Monday - Friday, 8:00 am - 5:00 pm EST)
- Step2 Direct does not offer product exchanges
- Replacement Part sales are final