Shipping Policy

Shipping policy

At ProSteps, we aim to get your order to you as quickly and smoothly as possible. Please read the information below for details on processing times, shipping estimates, tracking, and delivery.

Order Processing

All orders are processed within 1–3 business days after they are placed.

Orders are not processed or shipped on weekends or public holidays. During busy periods, promotions, or holidays, processing times may be slightly longer.

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.

Shipping Times

Estimated delivery time is typically 4–9 business days after your order has been processed.

Please note that shipping times are estimates only and are not guaranteed. Delays may occasionally occur due to high demand, customs processing, courier issues, weather conditions, or other factors outside our control.

Shipping Insurance

We offer optional shipping insurance at checkout for an additional cost.

If shipping insurance is selected, your order will be protected against eligible loss, damage, or delivery issues during transit, subject to the terms of the coverage provider.

If shipping insurance is not selected, Stepprs is not responsible for lost, stolen, or damaged packages once they have been handed over to the shipping carrier, except where required by law.

Tracking Your Order

Once your order has shipped, you will receive a tracking number by email. Tracking updates may take a short time to appear after dispatch.

If you do not receive your tracking email, or if you need help locating your shipment, please contact our support team.

Incorrect Shipping Information
Please ensure your shipping address is entered correctly at checkout.

ProSteps is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete shipping information provided by the customer. If you notice an error in your shipping details, please contact us as soon as possible and we will do our best to assist before your order is shipped.

Delays

While we always aim to deliver orders within the estimated timeframe, delays can sometimes happen. These may be caused by carrier disruptions, customs clearance, weather, public holidays, or high shipping volumes.

We appreciate your patience and understanding if your order takes longer than expected.

Lost, Stolen, or Damaged Packages
If your package arrives damaged, or if you believe it has been lost in transit, please contact us as soon as possible with your order number and any relevant details.

If you purchased shipping insurance, please contact us promptly so we can assist with the claims process where applicable.

If tracking shows that your package has been delivered but you have not received it, we recommend first checking with household members, neighbours, or the local courier.

Customs, Duties, and Taxes
Depending on your location, customs fees, import duties, or taxes may apply. These charges, if applicable, are the responsibility of the customer.

ProSteps is not responsible for delays caused by customs.

Split Shipments

In some cases, orders may be shipped in separate packages depending on stock availability, warehouse location, or the items ordered. If this happens, tracking information will be provided where applicable.

Contact Us

If you have any questions about your order or shipping, please contact us at: prosteps.info@gmail.com

Shipping & Delivery

How long will it take to receive my package?

Once shipped, delivery usually takesbetween 4-9 business daysdepending on your location.
I did not receive an order confirmation email?

If you couldn't find the confirmation or shipping email, you can definitely find them in the spam or promotions folder of your email. Those emails are sent automatically from our server, so sometimes they may end up in your email spam folder (or may arrive via SMS if you entered the phone number).

If you are still experiencing problems, you can contact us via email.
How can I manage my order?

To manage a confirmed order,please contact customer support at prosteps.info@gmail.com
Where is my order?

To track a shipped order, please visit our ‘Track Order’ page here and insert your tracking number.

Product

Do the This Massage Insoles help with plantar fasciitis?

Yes, ProSteps Massage insoles can help ease plantar fasciitis discomfort for many people by adding arch support and heel cushioning, which can reduce strain on the plantar fascia during long periods of standing or walking.
How long do the Massage Insoles last?

ProSteps insoles are built to last! With proper care, you can expect your insoles to provide comfort and support for over 12 months. For optimal lifespan, simply hand wash them regularly.
Should you size up or down if you’re in-between sizes?

If you’re between sizes, we recommend sizing up and then trimming to fit for the most comfortable, precise fit.
Are my shoes still going to fit after inserting the insoles?

Yes, in most shoes, they’ll still fit comfortably.Here’s the easiest way to make sure:

  • Remove your shoe’s original insole first (this gives you the most room and best fit).
  • If your shoes are roomier, you can place ProSteps insoles on top — but if things feel snug, swapping out the original insole is the fix.
  • If you wear tight, low-volume shoes, you may notice a tighter feel compared to boots or trainers.

Ordering & Support

What is the guarantee?

All ProSteps products come with a 90-day money-back guarantee. If you try your order and decide it’s not for you. Whether you don’t like it, it doesn’t work for your needs, it doesn’t feel right, or you’re simply not satisfied for any reason, you can return it within 90 days.

About ProSteps

How did the brand get started?

ProSteps was founded by a soccer player who suffered from flat feet, primarily with the goal of improving general foot care for athletes.

We saw a need for innovative foot products that not only provide comfort and support, but also help people feel more confident and happy.

By focusing on thoughtful design and quality materials, we created a brand that aims to help customers take better care of their feet and move more comfortably in their lives.
What makes ProSteps different from our competitors?

ProSteps was founded by a soccer player who suffered from flat feet, primarily with the goal of improving general foot care for athletes.

We saw a need for innovative foot products that not only provide comfort and support, but also help people feel more confident and happy.

By focusing on thoughtful design and quality materials, we created a brand that aims to help customers take better care of their feet and move more comfortably in their lives.