Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Most orders are processed within 1–2 business days. Delivery typically takes 3–7 business days, depending on your location and shipping method selected at checkout. You’ll receive a tracking number as soon as your order ships.
Click the account icon at the top of our website and select “Create Account.” Fill in the required information and follow the prompts to set up your account.
If your order hasn’t shipped yet, email us at contact@instepbicycletrailer.com as soon as possible with your updated shipping address. If the order has already shipped, we recommend contacting the carrier directly.
Once your order ships, you’ll receive an email with a tracking number and link. You can also log into your account and view your order status anytime under “Order History.”
No, we do not store your credit card information. All payments are processed securely through our trusted payment gateway partners.
Yes, sales tax is applied to orders based on your shipping address and local tax regulations.
We currently ship within the United States. If you’re located outside the U.S. and are interested in InStep products, feel free to reach out to us at contact@instepbicycletrailer.com for more information.
Whenever possible, we ship your order in one package. However, if your order contains multiple items or large products, they may arrive in separate boxes.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of delivery for items that are unused and in their original packaging. To start a return, contact us at contact@instepbicycletrailer.com with your order number and reason for return. Customers are responsible for return shipping unless the item is defective or incorrect.
We’re sorry for the mix-up! Please email us at contact@instepbicycletrailer.com with your order number and a photo of the item you received. We’ll make it right as quickly as possible.
If your order arrived damaged, please contact us within 7 days of delivery with photos of the damage and your order details. We’ll arrange for a replacement or refund promptly.
Once your return is authorized, we’ll provide you with the appropriate return address and detailed mailing instructions via email. Please wait for confirmation before sending any items back.
You can reach our friendly support team by emailing us at contact@instepbicycletrailer.com. We aim to respond within 1–2 business days.
If you realize your shipping address is incorrect, contact us immediately at contact@instepbicycletrailer.com. If the order hasn’t shipped yet, we can update the address. If it has shipped, we’ll do our best to help redirect it, but we can’t guarantee changes once in transit.
We process orders quickly, but if you need to change or cancel your order, email us right away. If the order hasn’t shipped, we’ll do our best to make the change. Once an order is shipped, it cannot be changed or canceled.
At this time, we do not offer pre-orders. However, you can sign up to be notified when an out-of-stock item is back. Just visit the product page and enter your email address.