FREE Shipping On Orders Over $70 Available Via Checkout
Frequently Asked Questions
Contact Us: [email protected]
Orders And Shipment
How can I track my order?
Your shipping confirmation email includes a tracking number. Enter it on our Order Tracking page, or tap the link in the email. It can take up to 7 business days for the first update to appear.
Why didn’t I get an order confirmation email?
You should receive an email with order confirmation shortly after completing your purchase.
If it does not exist in your inbox, please kindly check the spam folder of the correct email address associated with your order. Sometimes our email is flagged incorrectly, leading it to go to your spam box. You can open our email, mark it as important and flag it as “Not spam” to avoid the same issue happening again. Also, please add the email [email protected] to your contact list in your account so that our emails would go through afterwards.
In case you can not find your order confirmation email in your junk box, please email us at [email protected] or use our contact form, we would be delighted to assist you further.
When will I receive my order?
Most orders arrive within 13–20 business days from the order date: 1–5 business days to make your item, then 12–15 business days to ship.
Once your order ships, we’ll email you a tracking number so you can follow it on our Order Tracking page.
How much does shipping cost?
Standard shipping is $6.95 per order, and FREE on orders over $70. Express shipping is $29.95. Free-item offers carry a flat $9.95 shipping & handling, as shown on the offer page.
What shipping carriers do you use?
Most orders are delivered by USPS or UPS. Some are handled by other carriers depending on the product.
From where are your products shipped?
Every item is printed on demand by our production partners and shipped directly to you. Delivery takes 13–20 business days from your order date.
Do you offer free shipping?
Yes, Free Standard Shipping will be automatically applied when:
– The subtotal of items is over $70 USD after applying your discount code.
Why has my tracking number not been updated?
It can take up to 7 business days for the first tracking update to appear. If tracking hasn’t moved for 10 business days, email us at [email protected] and we’ll reship your order or refund you in full.
What should I do when my tracking says delivered but I’ve never received it?
We are sincerely sorry to hear that you have not received your package as indicated. Please kindly try these steps to locate it:
– Check if the shipping address on your order confirmation is correct.
– Check your mailbox again and ask if your family members or neighbors have accepted the item on your behalf.
– If you are unable to find your package, please kindly contact the local post to ask the postman about your package.
After doing the above steps, if you are still clueless about your order, please reach out to us via our email [email protected]. If it doesn’t turn up within 7 days, we’ll help you with a reship or a refund.
What should I do if a part of my order is missing?
We totally understand your feelings when one item on your order is not received yet. To help track down the missing item, we suggest following these steps:
Review your shipping confirmation email to know if your items were shipped separately. In cases where orders contain multiple items, they might arrive in separate packages on different dates. Each package will have its unique tracking number. If the missing item was dispatched separately, it might still be in transit to you.
If you’re unable to locate an additional shipment and are still missing items, please email us at [email protected] with photos of the items you received and the shipping label. We’re always here for you!
Modification And Cancellation
Can I add more items to my order?
You cannot add more items to an existing order after checkout. Please create a new order if you’re interested.
Can I modify my shipping address?
To change your shipping address, email us at [email protected] or use our contact form with your order number and the new address. We’ll confirm once the change has been made.
Please note that your shipping address can only be changed within 24 hours of placing the order and before it enters production.
My order was shipped with the wrong address. Can I correct it?
Since your order was already shipped, we can no longer change the shipping address on our end. In this case, we suggest you kindly contact the shipping carrier directly on your end to change the shipping address. The shipping carrier will help you in the shortest possible time.
Can I change my billing address?
Due to security reasons, we are unable to edit the billing address. Please don’t worry, as long as the shipping address is correct, the order will be delivered accordingly. Also, we will not be including the billing details when we pack the order.
How can I cancel my order?
If you change your mind about your purchase, please email us at [email protected] or use our contact form and provide your order number and the reason for your cancellation. Cancellations are accepted within 24 hours of placing your order, provided production has not started. We’ll confirm once the cancellation has been processed.
Replacement & Refund
How can I request a replacement/refund?
If there is a problem with your item — a printing defect, damage, the wrong item, or a lost package — email a photo to [email protected] or use our contact form within 30 days of delivery. You choose a free reprint or a full refund. No need to send the item back.
When can I expect to receive a replacement?
The shipping timeframe may vary for different products; however, the replacement will follow the same timeframe as the original order.
You can check the shipping policy here:
👉 https://valorstep.com/shipping-policy/
Do you accept returned/exchanged items?
Because every item is made to order, we don’t take back items for change of mind. If something is wrong, we fix it with a free reprint or a full refund — and you keep the item. Just contact us within 30 days of delivery.
When can I expect to receive a refund?
You will receive a refund confirmation when we finish the refund process.
After that, please kindly wait for about 5–10 business days to get your money back into your account (depending on various banks).
Payment
What payment methods do you accept?
Our payment methods include:
Credit, debit, and prepaid cards
Paypal
Apple Pay (visible only when you use Safari on iPhone, iPad, or Mac)
Klarna – Pay Over Time
AfterPay – Pay Over Time
How secure is my payment?
We completely understand that the privacy and security of your online transactions are your biggest concern. At Valorstep.com, we assure you that your personal details are kept safe and your credit card information is not stored on our servers.
We verify each transaction with the credit company and only process orders after the credit company authorizes them. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and PayPal offer buyers protection for online purchases.
Is my card charged as soon as I order a product?
Yes, your payment is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a debit on your statement.
Why am I charged an international fee?
Our payments are processed securely by Stripe, a U.S.-based payment processor. Depending on your bank’s own policies, some banks charge additional card fees, while others do not. This charge comes directly from your bank and is outside of our control.
Why was I charged twice?
If you detect two charges on your bank account for the same amount, please verify if you have received two confirmation orders in your inbox and contact us in case there is an unwanted duplicate order.
If no duplicate order is placed, do not worry, we only deduct once and the other payment will not proceed.
The double charge that you see on your bank statement is most likely an authorization (pending charge), rather than a real charge.
The authorization should disappear from your bank statement within 7–14 days. You can wait or contact your bank to help speed it up.
What should I do when my payment is declined?
There may be several reasons why a transaction does not go through. We recommend checking the following:
Check the funds in your bank account
Check the expiry date on your card
You may have reached a daily limit
Temporary technical issue – try again in 30 minutes
Contact your bank for declined payments
💡 Tip: We do recommend you checkout via PayPal to save your time and effort.
It adds extra security and fraud protection.
Why was I charged without purchasing anything?
If you see an unrecognized payment, contact support@valorstep.com immediately with:
Transaction history screenshot
Charged amount + last 4 card digits
Any extra info
We’re dedicated to promptly investigating and resolving any concerns.