Welcome to the FAQ Center at formalstep.com!
- Order Related
Q: How do I place an order?
A: Select your desired items, click “Add to Cart,” and then proceed to checkout to complete payment.
Q: How do I modify or cancel an order?
A: Once payment is successful, we will process your order as soon as possible. If you need to modify or cancel your order, please contact customer service before processing.
- Payment Issues
Q: Which payment methods are supported?
A: We accept major credit cards (Visa, MasterCard, American Express), debit cards, and PayPal.
Q: What if payment fails?
A: Please check if your credit card information is correct and if your balance is sufficient. If necessary, try using other payment methods. If the problem persists, please contact customer service.
- Shipping and Logistics
Q: How long does delivery take?
A: Standard delivery within the US typically takes 3-10 business days. Expedited delivery may take 1-3 business days. Specific times may vary depending on the region and stock availability.
Q: How do I track my order?
A: After your order is shipped, we will send an email with a tracking number. You can check the logistics status in real time through the courier company’s website.
- Returns and Refunds
Q: Can I return or exchange items?
A: Yes, unused items in their original packaging can be returned or exchanged within 30 days of receipt. This may not apply to discounted items; please refer to the product page for details.
Q: Do I need to pay for return shipping?
A: If the item has a quality issue, we will cover the return shipping cost; for returns due to non-quality issues, the customer will be responsible for the shipping cost.
Q: How long does it take for the refund to arrive?
A: After receiving the returned item and confirming it is in good condition, we will process the refund within 7 business days. The exact arrival time depends on the bank’s processing speed.
- Products and Sizes
Q: How do I choose the right size?
A: Most product pages provide size selection options. Please refer to your size chart to choose the appropriate size.
Q: What if an item is out of stock?
A: For out-of-stock items, you can select “Notify Us When Available,” and we will notify you via email as soon as the item is restocked.
- Account Management
Q: How do I register or log in to an account?
A: Click “Register/Log In” in the upper right corner of the page, enter your email address and password to create an account or log in to an existing account.
Q: What if I forget my password?
A: Click “Forgot Password” on the login page and follow the prompts to reset it.