1. Overview and Dispatch Location
Stepfreshmat operates as an independent brand managed under sole proprietorship from Singapore, serving customers across international markets, including the European region.
Dispatch Facility Address: 50 KALLANG PUDDING ROAD #03-06, Singapore (349326)
Customer Support Email: entrance@stepfreshmat.com
Contact Number: 65+85113584
2. Order Processing and Fulfillment Timelines
Processing Time: Orders placed on [www.stepfreshmat.com]require 1 to 3 working days for internal handling, preparation, and dispatch coordination from our operating location in Singapore.
Carrier Partnerships: For orders destined for European locations, we cooperate with major international carrier services including DHL, FedEx, and UPS Priority options.
Standard Transit Duration: Following dispatch, delivery typically requires 5 to 12 working days, depending on carrier routing and local destination customs clearance.
3. Shipment Tracking and Updates
To ensure complete transparency regarding the movement of your entrance mat order, our system coordinates automated email notifications:
Key Tracking Milestones: Automated tracking updates are dispatched directly to the email address provided during checkout at critical transit steps, including order dispatch, arrival at carrier transit hubs, and local delivery distribution.
Customers can review these notifications to monitor the progress of their consignment throughout transit.
4. Transit Delays and Investigations
Carrier Investigations: In the event that a customer’s order exceeds the standard transport duration parameters, Stepfreshmat will formally initiate an investigation with the relevant carrier partner (DHL, FedEx, or UPS).
Resolution: Upon completion of the carrier investigation and assessment of the factual circumstances surrounding the shipment delay or exception, an appropriate resolution—such as a full refund or a replacement dispatch—will be determined and executed.
5. Risk of Loss (European Consumer Protection Compliance)
In compliance with applicable European consumer protection legislation, the risk of loss or physical damage to goods remains with the merchant and passes to the consumer only upon physical receipt of the goods (i.e., when the consumer or a designated third party other than the carrier takes physical possession of the items).