Returns and Cancellations
If you need to cancel your Step2 Direct order prior to 9AM ET on the business day after you place your order,
log in to
view your order status
, and click on the "Cancel this order..." link. If there is no link available, it may be too late to cancel
your order. Please
submit your request online
or call us toll-free at 1-866-429-5200.
Most orders cannot be cancelled after 9AM Eastern Time on the next business day after they are placed, so act promptly if you wish to cancel. Without exception, orders that have already shipped cannot be cancelled.
If You Receive a Defective Product
We want you to be pleased with your Step2 Direct purchase. If you receive a product that is not functioning properly, please call our customer service department at 1-866-429-5200 or email us through our online help form.
To Return a Product
If you wish to return a product you purchased from Step2 Direct, here are the guidelines. (Note: Step2 Direct does NOT accept returns of products purchased from other retailers.) All items returned without prior authorization from Step2 are subject to a 20% restocking fee.
- Obtain a Return Authorization - All returns require prior authorization from Step2 Direct. To obtain a return authorization, please submit your request online or call toll-free 800-446-1135.
- 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 original and return shipping expenses are your responsibility. Returned items must be in new condition with their original packaging. If your Fedex-shipped purchase is a gift for the holidays, you must contact us regarding a return within 14 days after Christmas Day.
- Truck Shipments - You may return an item shipped via truck (common carrier) within 7 days of receipt. The purchase price will be refunded less a 20% re-stocking fee. Additionally, you are responsible for the original and return shipping charges. (If your truck shipment arrives damaged, please note this on the driver's copy of the delivery receipt and contact us immediately for further instructions.) If your truck-shipped purchase is a gift for the holidays, you must contact us regarding a return within 7 days after Christmas Day.