Step UP Pets® Frequently Asked Questions
How do I care for my Step UP Pets?
Either spot-cleaning or hand washing is recommended in order to help prevent fraying of the material. You may also remove your cover and machine wash it on a GENTLE cycle if you choose. *Place your Step UP Pets cover inside of a pillow case and tie off the pillow case before washing for added precaution. Use mild detergent, but no bleach! Hang dry and replace your cover using the instructions below.
What’s the easiest way to re-cover my Step UP Pets after cleaning?
- Turn stool upside down.
- GENTLY place all 4 legs of cover just over ENDS of stool legs.
- Slide cover down stool legs and adjust feet evenly at ends.
- Close zipper and tuck away.
Where can I buy Step UP Pets?
Can I purchase Step UP Pets at a retail store?
We have received substantial interest in offering Step Up Pets through some of your favorite major retail websites and we are considering select stores to carry them in the near future. Currently, Step UP Pets are available exclusively on-line through the Step Up Pets Store on our website. Retailer inquiries can be submitted here.
How many can I order?
Unlimited orders may be placed, however quantities are subject to available inventory on hand. Pre-orders for new or sold-out items may be available in SUP store. For retailer inquiries, please contact us here.
What is the cost, including taxes and shipping?
Item prices are displayed below each item in our Step UP Pets Store. When you add an item to your cart, the price, including taxes shown in your shopping cart. In addition, you will be charged for shipping and handling unless a free shipping option is available. For orders shipped to Pennsylvania (U.S.) there is 6% sales tax charged. All prices are quoted in U.S. Dollars. Orders from countries other than the U.S. will be charged applicable duties and taxes, if applicable.
How can I pay?
Currently, we accept Visa, MasterCard, American Express and Discover offered through our secure, 3rd party payment system, Stripe.
Cash, personal checks, cashiers/certified check, money orders or any other form of payment will not be accepted.
When will I be billed?
Your credit card will be billed at the time your purchase is made.
Free Shipping Details?
All orders shipped within the contiguous United States qualify for FREE SHIPPING. Choose FREE SHIPPING as your shipping preference when you check out. Your order will be automatically updated to reflect free ground shipping. Orders take approximately 2-7 business days to arrive once your order is processed, based on location. Orders shipped outside of the contiguous United States do not qualify for free shipping, standard delivery rates apply.
How and when will my order ship?
PLEASE NOTE, that shipping options may vary and definitions may change, subject to shipping company/carrier policies. Actual shipping times should be verified through FedEx or the USPS based on your shipping selection.
Orders within the U.S. will ship within 1-2 days of processing. See details of shipping options below.
Orders placed using FedEx SurePost are typically received within 2 to 7 business days within the contiguous U.S., based on the final destination ZIP code. Longer transit times to destinations outside the contiguous U.S.
Orders placed using FedEx 2Day are delivered in 2 business days to most U.S. addresses.
USPS Retail Ground
Orders placed using USPS Retail Ground will be delivered within 2-8 business days based on the final destination ZIP code.
Orders placed Priority USPS Priority Service will be delivered in approximately 2-3 business days based on the final destination ZIP code.
USPS Priority Mail Express (1-2 day, overnight)*
Delivered 7 days a week, this is the fasted domestic service available through USPS. Guaranteed overnight delivery to most locations. See USPS.com for exceptions.*
Can I order items previously sold on Step Up Pets Store?
Items on the Step UP Pets store are available while supplies last. If the item is no longer featured, it may no longer available for purchase. Special requests, pet polls letting you choose new pets, and special offers can be made through the Step UP Pets Insider. Sign up here to be a SUP Insider!
Is there a phone number to reach Step Up Pets Pet Store Customer Service?
The Step UP Pets Store is an Internet based program. Thank you for understanding that all correspondence is conducted on-line only.
What is your return policy or what if I don’t receive my product?
Should you have questions regarding the non-receipt of your order, please track your order on FedEx.com or USPS.com based on your shipping selection. If you have allowed ample time for delivery you may also email Customer Service. Please reference your order number in your e-mail.
In the unlikely event you are unsatisfied with your StepUpPets.com purchase, you may return any item, in its ORIGINAL CONDITION, within 5 days for a refund of the original product only. Shipping and handling fees will not be refunded whenever applicable. Customers are responsible for return shipping fees. A $20.00 restocking fee for a single step stool will apply plus $10 restocking fee for additional step stools purchased on the same order. Restocking fees cover initial shipping/handling and return handling costs required by our warehousing and fulfillment center. These fees will be deducted from the refund amount due. To return a purchase, please email Customer Service for return authorization and instructions. Please include your order number in your email. Sales are final after 5 days. Currently, we are only able to respond to emails written in English.
What is the e-mail address for Step UP Pets Customer Service?
Please contact Customer Service for returns, orders or other customer service issues and be sure to include your order number.
For all other questions or comments, Contact Us for help.
Can I make suggestions for new pets or products? Do you offer any promotions?
Can my order be shipped to an APO/FPO military address or a PO Box?
Orders can be shipped to APO/FPO military addresses. Non-military orders shipping outside of the United States must be addressed to a physical street address. Orders shipping within the United States cannot fit in most PO Boxes and are not recommended. Please see product dimensions before attempting shipments to PO Boxes.
Is my credit card transaction secure on StepUpPets.com?
Online shopping at StepUpPets.com is extremely safe. All credit card transactions are securely processed using secure socket layer (SSL) software, which is the industry standard and among the best software available for secure commerce transactions. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels on the Internet.
We guarantee that every online transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. Proof of charges must be submitted via to our billing department. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using our secure server. At the present time we are only able to respond to emails written in English.