Orders & shipping
Step Weave products are made to order. That changes how shipping works compared to stocked retail. These articles walk through what to expect.
How to place an order
- Find a product you like in the marketplace, or create one in the design tool.
- Choose your size and any other options the listing offers.
- Click Add to cart.
- Open the cart, review your items, and click Checkout. You'll be sent to a secure Stripe-hosted payment page.
- Enter your shipping and payment details. Step Weave never sees your card number — only Stripe processes that information.
- After checkout, you'll see an order confirmation page and receive a confirmation email.
Double-check your shipping address before paying. Once production begins, we usually can't change where the order ships.
Tracking your order
Sign in and open your Profile → Orders tab to see every order you've placed and its current status. When your order ships, the tracking number is shown there and is also sent by email.
Tracking is provided by the carrier our fulfillment partner chooses for your destination. It can take a day or two for the carrier to start scanning a package after the tracking number is generated — that's normal.
Production time vs. shipping time
The total time from ordering to delivery has two parts:
- Production time — how long it takes to manufacture your item after you order. Because every product is made to order, this is not zero.
- Shipping time — how long the carrier takes to deliver after production finishes.
Both are estimates from our fulfillment partners. Estimated delivery windows shown at checkout combine the two. Weather, customs, and carrier delays can extend either part.
If you're ordering for a deadline, add a few days of buffer — production-plus-shipping estimates are not guarantees.
What each order status means
Pending
We've received your payment and the order is being prepared to send to our fulfillment partner.
In production
Your item is being manufactured. Cancellation generally isn't possible once an order reaches this stage.
Shipped
The order has left the production facility. A tracking number is now available in your Orders tab.
Delivered
The carrier has marked the order as delivered. If you can't find it, see I haven't received my order below.
On hold
Production is paused — usually because of an issue with the design file or the shipping address. Check your email for a message from us.
Cancelled
The order was cancelled before production began. If you were charged, the refund is processed automatically by Stripe and typically appears within 5–10 business days, depending on your bank.
International shipping and customs
We ship internationally through our fulfillment partners. If your order ships across a border, you are responsible for:
- Any import duties, taxes, customs fees, or brokerage charges
- Making sure the order complies with your country's import laws
- Providing accurate customs declarations
Customs can add days or, occasionally, weeks to delivery. We don't control customs agencies and aren't responsible for their delays. Packages refused at the border or seized by customs are generally the buyer's responsibility.
For the full policy, see Section 9 of our Terms of Use.
I haven't received my order
First, a quick checklist:
- Open Profile → Orders and check the status. If it says In production, it hasn't shipped yet.
- If it's shipped, click the tracking number and look at the carrier's most recent scan. Sometimes packages sit at a sorting facility for a few days.
- Compare the delivery estimate with today's date. International orders in particular can run a week or more past the original estimate without indicating a real problem.
- Check with your neighbors, building manager, or local post office — carriers sometimes mark a package "delivered" before it reaches the door.
If tracking has stalled with no movement and it's been more than 14 days past the expected delivery date — or if the carrier has declared the shipment lost — email stepweave_admin@foxhillai.com with your order ID and we'll work with the fulfillment partner on a replacement, rework, or refund.
My order arrived damaged or wrong
If your item has a real manufacturing defect (not normal print-on-demand variation) or you received the wrong item or SKU, email stepweave_admin@foxhillai.com as soon as possible with:
- Your order ID
- Clear photos of the issue, including the shipping label if relevant
- A short description of what's wrong
We'll work with the fulfillment partner on a fair resolution — usually a replacement, rework, or Stripe refund or credit.
What counts as "normal" variation? Slight differences in color, ink saturation, and trim placement are part of the print-on-demand process. Mockup images are illustrations, not exact photos. See Returns & refunds for the full picture.
Cancelling an order
You can cancel an order while it's still Pending — open Profile → Orders and use the cancel button on the order. Once an order moves to In production, cancellation generally isn't possible because the item is already being manufactured.
If you need to change the shipping address before production begins, contact stepweave_admin@foxhillai.com with your order ID and the corrected address as quickly as you can.