At Nurse Steppr, we work with international fulfilment and shipping partners to deliver orders to our customers.
This Shipping & Delivery Policy explains how orders are processed, shipped and delivered.
1. Countries We Ship To
Nurse Steppr currently ships to:
- United States
- Canada
- United Kingdom
- Australia
- New Zealand
Availability may change from time to time.
2. Order Processing
Orders generally require processing before shipment.
Our estimated processing time is:
1–3 business days
Processing time is separate from shipping/transit time.
Orders placed during weekends, public holidays, promotional periods or periods of unusually high demand may require additional processing time.
Once your order has been shipped, you will normally receive a shipping confirmation containing available tracking information.
3. Estimated Delivery Time
After processing, our current estimated transit time is:
3–7 business days
This timeframe is an estimate and not a guaranteed delivery date.
Actual delivery times may vary depending on the destination, carrier and circumstances outside our reasonable control.
Possible causes of delay include:
- Customs processing
- Carrier delays
- Public holidays
- Severe weather
- Peak shipping periods
- Local delivery disruptions
- Incorrect or incomplete shipping information
- Other circumstances affecting international transportation
A delivery taking longer than the estimated timeframe does not automatically mean that a shipment is lost.
If you have concerns about a delayed order, please contact our customer support team so that we can review the available tracking information.
4. Tracked Shipping
Nurse Steppr currently offers:
Tracked Shipping — FREE
to eligible orders in our supported markets.
There is currently no minimum purchase requirement for standard tracked shipping unless otherwise stated during checkout.
Available shipping options and applicable charges, if any, will always be displayed during checkout before you complete your purchase.
5. International Fulfilment
Nurse Steppr works with international fulfilment and logistics partners.
Depending on:
- Your delivery country
- Product availability
- Inventory location
- Fulfilment requirements
- Shipping route
your order may be fulfilled and shipped from a facility located outside your country of residence.
The shipping origin may therefore vary between orders.
6. Customs, Duties and Import Charges
International shipments may be subject to customs procedures, import taxes, duties or other charges depending on the destination country and applicable regulations.
Unless expressly stated otherwise at checkout, any import duties, taxes, customs charges or other government-imposed fees that are not collected as part of your purchase may be payable by the recipient, subject to applicable law.
Nurse Steppr does not control charges imposed independently by customs authorities or other government agencies.
Customers are responsible for complying with applicable import requirements in their destination country.
7. Tracking Information
Where tracking is available, tracking information will be provided after shipment.
Please note that:
- Tracking information may require some time to become active after shipment
- Tracking updates depend on the relevant shipping carrier
- International shipments may pass between multiple logistics providers
- Tracking events may not appear continuously during every stage of transit
A temporary lack of tracking updates does not necessarily mean that a shipment has been lost.
8. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully verify:
- Recipient name
- Street and house/building number
- Apartment or unit number where applicable
- City
- State, province or region
- Postal or ZIP code
- Country
- Contact information
If you notice an error after placing your order, contact us as soon as possible.
We will make reasonable efforts to update your information if fulfilment has not yet progressed too far. However, we cannot guarantee that an address can be changed once an order has entered processing or shipment.
9. Incorrect or Incomplete Addresses
Nurse Steppr is not responsible for delivery problems caused by incorrect or incomplete shipping information provided by the customer, except where applicable law requires otherwise.
If an order cannot be delivered because of incorrect or incomplete information, the customer may be responsible for reasonable additional shipping, redelivery, return or handling costs where permitted by applicable law.
If the shipment is returned to us or our fulfilment partner, any refund or reshipment will be considered after the shipment has been received and identified.
10. Refused or Unclaimed Shipments
Customers should not refuse a shipment or leave a package unclaimed as a substitute for following our official return procedure.
If an order is:
- Refused
- Rejected at delivery
- Not collected
- Abandoned
- Automatically returned to sender
we may need to wait until the package has been successfully returned and identified before determining whether a refund or reshipment is available.
Reasonable return shipping, carrier, customs or handling costs resulting from a refused or unclaimed delivery may be taken into account where permitted by applicable law.
For ordinary returns, please follow our Return & Refund Policy.
11. Delivered but Not Received
If tracking indicates that your order has been delivered but you cannot locate it, please first check:
- Around your property and delivery location
- Mailbox or parcel storage areas
- Designated safe locations
- Household members
- Neighbours
- Reception, concierge or building management where applicable
Please also review the carrier's tracking information for any delivery notes.
If the package still cannot be located, contact our customer support team with your order number and relevant delivery information.
We may review carrier tracking, delivery confirmation and other available information when investigating the shipment.
A tracking status showing delivery will be considered as part of our investigation, but does not override any mandatory rights or remedies available under applicable law.
12. Lost or Delayed Shipments
A shipment will not automatically be considered lost solely because delivery takes longer than the estimated timeframe.
Where a shipment appears significantly delayed, we may first investigate the shipment with the relevant carrier or logistics provider.
Customers may be asked to allow reasonable time for the carrier investigation to be completed before a replacement, refund or other resolution can be determined, subject to applicable law.
Please cooperate with reasonable requests for information required to investigate a delivery claim.
13. Damaged Shipments
If your order arrives damaged, please contact us as soon as reasonably possible.
To help us investigate the issue, we may request:
- Your order number
- Photographs of the product
- Photographs of the shipping packaging
- Photographs of the shipping label
- Video showing the reported damage where appropriate
Please retain the product and original packaging while the claim is being reviewed.
Do not dispose of the product or packaging until our customer support team has provided instructions, as these may be required to investigate the claim.
14. Multiple Shipments
In some circumstances, products from the same order may be shipped separately.
If this occurs, you may receive:
- Multiple packages
- Separate tracking numbers
- Packages arriving on different dates
Receiving only part of an order does not necessarily mean that the remaining items are missing.
15. Changes and Cancellations
Orders may enter processing shortly after they are placed.
If you wish to change or cancel an order, contact us immediately.
We will make reasonable efforts to accommodate your request, but we cannot guarantee changes or cancellations once processing or fulfilment has begun.
If an order has already shipped, the applicable return procedure may need to be followed.
16. Customer Cooperation
To investigate shipping or delivery issues, we may reasonably request information or documentation from the customer.
This may include:
- Confirmation of the delivery address
- Order information
- Tracking information
- Photographs
- Carrier communications
- Other information relevant to the delivery issue
Providing complete information helps us investigate claims with our shipping and fulfilment partners.
17. Consumer Rights
Nothing in this Shipping & Delivery Policy excludes, restricts or overrides any mandatory rights or remedies available under applicable consumer law.
Where applicable law provides additional rights, those rights continue to apply.
18. Contact Us
For questions about shipping, tracking or delivery, contact:
Nurse Steppr
Email: Support@nursesteppr.com