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Ordering & Payment
1. How do I place an order on StepMotech?
To place an order, simply browse our catalog and add the items you want to your cart. When you’re ready, proceed to checkout, enter your shipping address, choose a delivery option, and complete your payment. You’ll receive a confirmation email within 1–2 hours.
If you need quantity larger than listed, please kindly press button "Buy more" to contact our sales team to get special offer.
2. What payment methods are accepted?
Our accepted payment methods are:
• Online: Major payment channels including Visa, MasterCard, American Express, JCB, Diners, PayPal, Google Pay, Apple Pay, Klana, Afterpay, and more.
• Local Bank Transfers: Accounts in Hong Kong, USA, Canada, EU, UK, Brazil, Mexico, Tailand, Indonesia, Philippines, Nigeria
• International Wire Transfers: SWIFT to our corporate account
• Pro Forma Invoices: Available for large or corporate orders—submit an Inquiry form, and our sales manager will contact you to finalize payment arrangements.
3. In what currency will I be charged?
All prices are listed in USD by default. At checkout, you may see approximate local‐currency conversions, but final billing and payment processing occur in USD.
4. How soon will I receive my invoice and order confirmation?
You’ll receive an order confirmation email as soon as our service team processes your order—typically within 1–2 hours of payment. Your PDF invoice is prepared by our sales department and emailed to you upon shipment.
5. Can I modify or cancel my order after payment?
After your payment is processed, the payment platform (such as credit card or PayPal) will automatically deduct a transaction fee.
If you cancel within 30 minutes of placing your order, the full amount will be refunded excluding the payment gateway’s fee—we don’t charge anything extra.
For cancellations after 30 minutes but before shipment, an additional small handling charge may apply to cover labor and order processing already underway.
Please note: Orders that have already shipped cannot be canceled and must be handled through our return policy.
6. Is my payment information secure?
Absolutely. We use SSL encryption and partner with PCI-compliant payment gateways to protect your data.
Your card details are never stored on our servers.
Shipping & Delivery
1. What shipping methods are available for my order?
For U.S. customers, we offer several shipping options:
• DDP Air Direct: 7–12 business days
• Express Priority: 3–5 business days
• Express Economy: 5–8 business days
• For shipments over 12 kg, we also offer Sea Freight + Truck Delivery, typically arriving in 2–4 weeks.
All available options and rates will be displayed during checkout. For business or bulk orders, we recommend contacting our sales team for a customized logistics solution.
For other countries and regions, we offer DDP Air Direct and Express services. Shipping options and rates are shown at checkout. Sea freight may be available upon request, depending on your order.
2. Do you ship internationally? Which countries do you serve?
We accept orders from customers worldwide. No matter where you're located, you can place your order directly on our website, and we'll handle the logistics. After checkout, our team will provide the most suitable shipping solution for your location and confirm it with you.
For select regions, we also offer local warehouse fulfillment; other orders are shipped from our main facility in China.
3. How are shipping costs calculated?
Shipping costs are mainly based on the package’s weight, size, destination, and the chosen shipping method.
You can see the exact cost during the checkout process. For special requests, our account manager will assist you.
4. Do you offer free shipping or duty-free options?
Yes!
Orders over $299 enjoy an unbeatable option with:
✅ Shipping fully covered
✅ Customs duties fully covered
No hidden fees — it’s all on us.
In addition, our DDP AIR DIRECT & Express Economy service covers customs duties upfront, so while shipping costs apply, you won’t need to pay any extra import taxes.
5. Can I choose or upgrade my shipping method at checkout?
Yes! You can select the shipping option that best fits your needs during checkout. For custom requests, we’ll recommend logistics solutions tailored to your timeline and budget.
6. How do I track my shipment?
After your order ships, we’ll send you a tracking number by email. You can use it anytime to check your delivery status online.
You can also log in to your account on our website to view your order and its current status.
7. Can I change my shipping address after placing the order?
If your order hasn’t shipped, contact us immediately. We’ll try our best to update the address before dispatch.
8. Do you support large-volume or consolidated shipments?
Yes, we offer consolidated shipping solutions for bulk or multi-item orders. Submit an inquiry, and we’ll customize it for you.
9. What happens if my package is delayed, lost, or damaged?
We’ll work quickly with our logistics partners to resolve the issue. You can count on our full support. That includes locating your shipment, sending a replacement, or arranging a refund. Your satisfaction is our responsibility.
10. Are customs duties, VAT, or import taxes included?
It depends on your chosen shipping option.
For orders over $299 shipped via Sea + Truck Delivery, all customs duties and import taxes are included.
Our DDP AIR DIRECT and Express Economy services also cover duties upfront — while shipping fees apply, you won’t need to pay any additional import taxes upon delivery.
For other shipping methods, import charges may apply based on your country’s regulations. Customers are responsible for any such fees.
Product Specs & Technical Support
1. Where can I find the technical specifications for a stepper motor?
Each product page includes key specifications such as torque, voltage, current, step angle, and dimensions.
We also provide design data sheets, torque curves, and STEP files. For further details, please contact our support team.
2. How do I select the right stepper motor for my application?
Begin with your system’s torque, speed, voltage, and mounting size requirements. If you’re uncertain or have any questions, do not hesitate to contact us. Our support team is ready to assist you in choosing the right motor.
3. Are your motors compatible with my existing driver or controller?
In most cases, yes, provided the voltage, current, and control signals are compatible.
Please refer to the datasheet or send us your driver model for confirmation.
4. Do you provide wiring diagrams or CAD drawings?
Yes. We provide wiring diagrams, design data sheets, and torque curves in PDF format, along with STEP files that can be opened with standard CAD software. These are available on product pages or upon request from our support team.
5. What if the motor doesn’t perform as expected after installation?
If you have any issues after installation, please contact our support team promptly. We will help identify the cause and provide a solution, whether it’s technical support, troubleshooting, or replacement. Your satisfaction and smooth operation are our priority.
6. Is technical support available after purchase?
Yes. Our engineering team provides lifetime technical support.
Customization & Bulk Orders
1. What customization options are available for stepper motors?
We provide customization options such as shaft dimensions, wiring configurations, voltage ratings, torque specifications, and mounting options. Contact our sales team with your specific requirements for a tailored solution.
2. How do I initiate a custom or bulk order?
Contact our sales team with your product specifications, order quantity, and delivery timeline.
We will guide you through the process and provide a detailed quotation.
3. What are the minimum order requirements for custom and bulk purchases?
Minimum order quantities depend on the type of customization. Reach out to our sales team with your needs for exact details.
4. How long does it typically take to fulfill custom or bulk orders?
Lead times vary with order complexity and quantity. After we review your requirements, we’ll provide an estimated delivery date.
5. Can you provide technical and design support during the customization process?
Yes. Our engineering and support teams work closely with you to ensure the product meets your specifications and performance requirements.
6. How is product quality ensured for custom and large orders?
We keep tight quality control throughout production, performing inspections and tests to make sure everything meets our standards and your needs.
7. What happens after I place a custom or bulk order?
After you place an order, our sales and support teams will keep you updated on progress, help resolve any issues, and provide support after delivery to ensure you’re satisfied.
After-Sales & Returns
1. What after-sales support do you offer?
We provide full after-sales support including technical assistance, troubleshooting, repair guidance, and warranty service.
2. How long is the warranty?
Our stepper motors have a 3-year warranty. We offer free replacement for any manufacturing defects within this period.
3. What is your return policy?
Returns require prior approval and must be made within 30 days of delivery. Products must be unused and in their original packaging. Customized items can only be returned if defective.
4. How do I request a return or warranty service?
Submit a return or warranty request through your account or contact customer service with photos and a description of the issue. After approval, we’ll guide you through the next steps.
5. Who pays for return shipping?
Customers cover return shipping costs unless a defect is confirmed, in which case we pay for shipping both ways.
6. How long does the return or repair process take?
We review requests within 2–5 business days. Approved returns or repairs must be sent within 7 days.
Inspections and repairs typically take 3–5 business days. Refunds or replacements are processed promptly.
7. How can I track my return or repair status?
Check the status anytime on your account’s Service Work Order page. We also send updates via email or SMS.
8. What if I receive the wrong or damaged product?
Contact customer service within 48 hours with photos. We will arrange a replacement, compensation, or return.
9. What if I disagree with inspection or repair results?
You can request a second inspection or submit an independent test report for review.