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Customer Help Center & FAQs

Welcome to the STEPR Help Center. See our FAQs below & if talking to a real-life human is more your thing, you can reach our Sales & Customer Happiness Teams via phone or email (below).

Get in touch

Can't find what you're looking for? Have questions about your order, or a general enquiry? You can either email us or speak to a real person on the phone.
We're here to help!

Call TOLL FREE (US) 馃摓 (866)-861-1281

Interested in purchasing a STEPR? Talk to our knowledgeable experts!
Our customer support rockstars are available Monday - Friday from 7am - 3:30pm (MST).

How can we help?

FAQ

About STEPR

How is STEPR different?

The聽stair climber聽was born in the 1980s and since then, it has been one of the most聽famous pieces of fitness聽equipment over the world. Unfortunately for us, there has been little to no evolution in the聽machine since then, until now.... Introducing聽STEPR, the聽next-generation stair climber.

Designed to聽fit in your聽home, from聽garage to聽basement.

Redesigned from the ground up.聽

Our 鈥fit anywhere鈥澛犅compact footprint will have you 鈥stepping鈥櫬virtually across the globe.

STEPR is the most聽effective cardio workout, period.聽 400 plus聽calories in聽30 minutes.聽

You鈥檒l feel the burn.

Now all you need is some聽motivation鈥. don鈥檛 worry we've got you! A聽huge library聽of聽coach-led,聽On-Demand classes.聽Plus聽STEPR鈥檚 ecosystem of聽streaming entertainment and聽functional fitness. With your favourite聽shows and聽workouts at your fingertips, you鈥檒l never lose聽motivation.

Connected鈥βEffective鈥.聽Compact鈥.

The biggest thing to happen to the聽stair climber聽in 40 years!

Meet STEPR

Benefits of a STEPR workout

The聽benefits of using a聽STEPR are numerous. For one, using a聽STEPR is an excellent way to get your聽heart pumping聽and聽increase your overall聽cardiovascular health and聽fitness levels. In addition, many people find that using a聽STEPR also helps to improve their聽strength and聽muscular endurance as they work out on the聽machine. Finally, by聽working out on a聽STEPR, you can also help to聽improve your聽bone health by聽stimulating bone formation and聽density. Overall, there are many benefits to using a聽STEPR, making it an聽excellent addition to any聽fitness routine.

Tech Specs - STEPR GO

STEPR GO DIMENSIONS

鈥 Height: 70.8"
鈥 Length 46" x 29" Wide
鈥 Weight: 271 lbs
鈥 Footprint: 3.5 ft. L x 2.3 ft. W smaller than your average Yoga Mat or Treadmill!


STEPR GO BUILD MATERIALS:

鈥⒙Unit Materials:聽welded Steel and聽moulded Casing
鈥⒙Stairs:聽'Stadium stairs', textured for non-slip, 15.7" W x 8.6" D x 5.2" H
鈥⒙Mobility:聽Innovative patent pending transport handles & built-in castors wheels, fits through standard door frames

STEPR GO SCREEN, SOUND & CONNECTION:

STEPR GO
鈥⒙LED CONSOLE聽with get on and go features such as free step and pre-programmed workouts
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Bluetooth:聽enabled

STEPR GO USER MEASUREMENTS:

鈥⒙User Height Range:聽4'11 - 7'2
鈥⒙Weight Range:聽80lb min & 300lb max
鈥⒙Step Height:聽5.2" Stadium Steps
鈥⒙Ceiling Height:聽Recommended8ft. to ensure steprs have adequate headroom

STEPR GO SAFETY:

鈥 Auto sensing emergency stop
鈥 Manual emergency stop
鈥 Rear laser safety sensor

Tech Specs - STEPR CLASSIC & STEPR+

STEPR CLASSIC & STEPR+ DIMENSIONS:

鈥 STEPR CLASSIC Height: 78"
鈥 STEPR+ Height: 82"
鈥 Length 50" x 27.5" Wide
鈥 Weight: 286 lbs
鈥 Footprint: 3.5 ft. L x 2.3 ft. W smaller than your average Yoga Mat or Treadmill!


STEPR CLASSIC & STEPR+
BUILD MATERIALS:

鈥⒙Unit Materials:聽welded Steel and聽moulded Casing
鈥⒙Stairs:聽'Stadium stairs', textured for non-slip, 15.7" W x 8.6" D x 4.9" H 5.2"
鈥⒙Mobility:聽Innovative patent pending transport handles & built-in castors wheels, fits through standard door frames

STEPR CLASSIC & STEPR+
SCREEN, SOUND & CONNECTION

STEPR CLASSIC
鈥⒙LED CONSOLE聽with get on and go features such as free step and pre-programmed workouts
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Bluetooth:聽enabled

STEPR+

鈥⒙Connected 27"聽rotating touchscreen with 360潞 of movement to聽seamlessly shift from stepping聽
to strength, yoga and more
鈥⒙Resolution:聽1080p HD
鈥⒙Audio:聽2/4 channel
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Wifi:聽enabled
鈥⒙Bluetooth:聽enabled

STEPR CLASSIC & STEPR+
USER MEASUREMENTS:

鈥⒙User Height Range:聽4'11 - 7'2
鈥⒙Weight Range:聽66lb min & 375lb max
鈥⒙Step Height:聽5.2" Stadium Steps
鈥⒙Ceiling Height:聽Recommended8ft. to ensure steprs have adequate headroom

STEPR CLASSIC & STEPR+ SAFETY:

鈥 Auto sensing emergency stop
鈥 Manual emergency stop
鈥 Rear laser safety sensor

Tech Specs - STEPR PRO CLASSIC & STEPR PRO+

STEPR PRO CLASSIC & STEPR PRO+ DIMENSIONS:

鈥 STEPR CLASSIC Height: 85.80"
鈥 STEPR+ Height: 89"
鈥 Length 53" x 32.6" Wide
鈥 Weight: 363 lbs
鈥 Footprint: 4.4 ft. L x 2.7 ft. W smaller than your average Yoga Mat or Treadmill!


STEPR PRO CLASSIC & STEPR PRO+ BUILD MATERIALS:

鈥⒙Unit Materials:聽welded Steel and聽moulded Casing
鈥⒙Stairs:聽'Stadium stairs', textured for non-slip, 18" W x 11" D x 4.9" H 7"
鈥⒙Mobility:聽Innovative patent pending transport handles & built-in castors wheels, fits through standard door frames

STEPR PRO CLASSIC & STEPR PRO+ SCREEN, SOUND & CONNECTION:

STEPR CLASSIC
鈥⒙LED CONSOLE聽with get on and go features such as free step and pre-programmed workouts
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Bluetooth:聽enabled

STEPR+

鈥⒙Connected 27"聽rotating touchscreen with 360潞 of movement to聽seamlessly shift from stepping聽
to strength, yoga and more
鈥⒙Resolution:聽1080p HD
鈥⒙Audio:聽2/4 channel
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Wifi:聽enabled
鈥⒙Bluetooth:聽enabled

STEPR PRO CLASSIC & STEPR PRO+ USER MEASUREMENTS:

鈥⒙User Height Range:聽4'11 - 7'2
鈥⒙Weight Range:聽80lb min & 400lb max
鈥⒙Step Height:聽7" Floating Steps
鈥⒙Ceiling Height:聽Recommended8ft. to ensure steprs have adequate headroom

STEPR PRO CLASSIC & STEPR PRO+ SAFETY:

鈥 Auto sensing emergency stop
鈥 Manual emergency stop
鈥 Rear laser safety sensor

Calorie Burning Info

There鈥檚 no doubt that stair-climbing workouts are an extremely effective way to burn calories. According to the聽2011 Compendium on Physical Activities, stair climbing expends approximately 9.0 METs. (A聽MET, Metabolic Equivalent,聽is a unit of measuring energy output from physical activity; 1 MET = 1 calorie/kilogram (of bodyweight) per hour and is the amount of energy expended while sitting at rest.) Walking at a comfortable pace is approximately 3.3 METs, which means that running stairs can burn about聽three times聽the number of calories as going for a walk for the same amount of time.

The average US male at 200lbs can burn up to 400+ calories in 30mins when climbing stairs fast.

Handy calorie burning calculator聽here. |聽Compendium of Physical Activities

Ordering, Finance & Refunds

Financing

We've partnered with Affirm to offer you industry leading finance support with 0% APR over 12, 24 or 36mth options.
Options聽starting at just $139/month with 0% APR for 36 months聽through Affirm at checkout.

*Subject to individual approval from Affirm.

Explore & prequalify with Affirm聽HERE

Can I cancel my order?

If You Would Like To Cancel Your STEPR Order At Any Time Before Shipment, Please Contact Our Customer Support To Receive A Cancellation Form. All Orders Will Be Fully Refunded If They Are Canceled Before Delivery.

Shipping & Delivery

Shipping Options
  1. Curbside Drop-Off:聽Your STEPR will be delivered to the curb outside your home with or without someone to receive it. Please note that our delivery team will not assist with product assembly or placement beyond the curbside. We suggest arranging help to move your item inside your home.
  2. Threshold, In-Front-Door Delivery: Your purchase will be delivered directly to the garage or first accessible area inside your home's entrance. The delivery team will not assist with product assembly. If your entryway includes stairs, we recommend opting for our Room Selection service for a smoother delivery experience.
  3. Room-of-Choice: Choose the exact room for your delivery, even if it means navigating up or down two flights of stairs. Our team will ensure your item reaches its designated spot, giving you one less thing to worry about. Please note, the unit will have to be unboxed to get through a standard doorway. The base and each individual part will need to be brought into the room of choice. The delivery team will not assist with full product assembly.
  4. Premium White Glove Service:聽Opt for the ultimate convenience with delivery to your room of choice, including navigation of up to two flights of stairs, followed by professional unpacking and assembly of your item. We'll also take care of removing all packaging materials. Please be aware that delivery and assembly might be scheduled separately by our carrier to ensure the highest quality service.
Do you ship overseas?

While not at this stage, we have STEPR available in multiple regions across the world. Feel free to get in touch with our customer support team and they can let you know if STEPR is available in your country.

Set-up & Assembly

BILT App | Official 3D Interactive Instructions聽

if you haven't chosen our white glove service. STEPR has partnered with BILT for our official 3D interactive instructions. It's 100% FREE and the best way to assemble your STEPR.

You will find a QR code to download the BILT App STEPR 3D Instructions either in the user manual or on the outside of the packaging. Otherwise you can click this link to direct you to download the BILT App and search STEPR.

APPLE APP STORE LINK

GOOGLE PLAY STORE LINK

  • BILT helps you get it right the first time
  • Use official instructions STEPR
  • Zoom & rotate animated images to see from every angle
  • Follow voice & text guides
  • Tap on any part for more information
  • Replay steps instantly
STEPR+ User Manual
STEPR Classic User Manual
STEPR PRO+ User Manual
STEPR PRO Classic User Manual

Warranty & Protection Plan

Warranty

See Warranty Page HERE

STEPR Protection Plan - Extend Coverage

Introducing 'STEPR Protection Plan' - with our STEPR protection plans you can turn your 2 year parts & 12 month labor warranty into a full 3, 4 or 5 year warranty. Our protection plan will boost your original warranty and offer the most comprehensive coverage, including accidental damage and wear and tear coverage from day one!

STEPR PROTECTION FEATURES:

  • Parts and Labor Coverage
  • Accidental Damage
  • Wear & Tear
  • Power Surge & Battery Coverage
  • No Deductibles
  • Professional On-site Repairs
  • Transferable Plans
  • 36, 48 & 60 month options available at checkout

STEPR PROTECTION is made to extend the life of your STEPR and protect you from the
unexpected. We understand life happens that鈥檚 why we offer term options up to 5 years!
Powered by Safeware and backed by A-rated insurers we will support you with a nationwide
network of certified repair technicians.
Please see terms and conditions for complete coverage details including limitations, exclusions and provider information.

The Obligor in TX is National Product Care Company dba Texas National Product Care Company, Inc. Full Protection Plan Terms & Conditions HERE

Returns & Exchanges

Returns

See Returns Page HERE

Are there any exclusions?

Yes. For full details you can visit the聽Return Policy, but the quick answer is that the STEPR Refund Policy does not apply to the following:

  • STEPR purchases made through our retail partners and not directly through www.getstepr.com
  • Shipping and/or Restocking fees
  • Accessories purchased without a STEPR
  • STEPR Memberships purchased without a STEPR
  • Additional STEPR purchases made after the first one was canceled or returned (applies to purchases made by the same person or email address, or deliveries made to the same household or shipping address, at STEPR's discretion)
  • More than one STEPR per order
  • Additional STEPR's purchased per household
  • STEPR's purchased for commercial use
  • ALL STEPR PRO MODELS including STEPR PRO+ & STEPR PRO CLASSIC units.

Common Questions

Can I use the STEPR it without a subscription?

Yes, there is no membership or subscription required.

Is assembly required?

Yes, it's around 45 mins to assemble your STEPR CLASSIC or STEPR+

We highly recommend our 'White Glove' Delivery, Assembly & Installation option at check out.

We also will provide an app with 3D interactive instructions or easy-to-read assembly instructions, see above 'Set-up & Assembly' FAQs

Do you offer a Military & First Responders Discount?

Yes! As appreciation for the hard working and amazing military & first responders we offer a special discount. We've partnered with GovX to power this and you will see the verification (or application) button in the cart.

You can see HERE for full details. STEPR x GovX

This offer is eligible for:

  • Current & former U.S. military
  • Military spouses & dependents
  • First responders including law enforcement, fire, and EMS
Is it suitable for commercial or home use?

STEPR GO:

Home Warranty

  • 10-Year Frame Warranty
  • 1-year Parts Warranty
  • 1-year Labor Warranty

No Commercial Warranty


STEPR Classic:

Home Warranty

  • 10-Year Frame Warranty
  • 2-year Parts Warranty
  • 1-year Labor Warranty

No Commercial Warranty


STEPR+:

  • 10-Year Frame Warranty
  • 2-year Parts Warranty
  • 1-year Labor Warranty

No Commercial Warranty


STEPR Pro Classic:

Home Warranty:

  • 10-Year Frame Warranty
  • 5-year Parts Warranty
  • 3-year Labor Warranty

Light Commercial Warranty:

  • 10-Year Frame Warranty on structural frame not including coatings
  • 3-year Parts Warranty
  • 2-year Labor Warranty


STEPR Pro+:

Home Warranty

  • 10-Year Frame Warranty
  • 5-year Parts Warranty
  • 3-year Labor Warranty
Maximum User Weight?

STEPR GO: 300lbs.
STEPR Classic:
375 lbs.
STEPR+:
375 lbs.
STEPR Pro Classic:
400 lbs
STEPR Pro+:
400 lbs

Steps per minute?

STEPR CLASSCI & STPER+ 24鈥125 SPM

Type of Screen?

STEPR GO
鈥⒙LED CONSOLE with our base get on and go features such as free step and pre-programmed workouts
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Bluetooth:聽enabled

STEPR CLASSIC & STEPR PRO CLASSIC
鈥⒙ADVANCED LED CONSOLE with get on and go features such as free step and pre-programmed workouts
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Bluetooth:聽enabled

STEPR+ & STEPR PRO+
鈥⒙Connected 27"聽rotating touchscreen with 360潞 of movement to聽seamlessly shift from stepping聽
to strength, yoga and more
鈥⒙Resolution:聽1080p HD
鈥⒙Audio:聽2/4 channel
鈥⒙Charging:聽USB-C charger built-in
鈥⒙Wifi:聽enabled
鈥⒙Bluetooth:聽enabled

What is the power supply and requirements?

A standard US power outlet is all you need.

  • United States is 120V and 60Hz AC electricity.

Other countries:

  • Australia is 220V and 50Hz AC electricity.
  • Canada is 120V and 60Hz AC electricity.
How many stairs does STEPR have?

STEPR has an endless staircase design with 3 users facing stairs at a time

How many speed levels?

STEPR+ has 25 resistance levels

Does STEPR include a bottle water & phone holder?

Yes, an oversized water bottle holder & multiple phone & tablet holders

Does STEPR have a Heart Rate Reading?

Use your external heart rate and connect it to the STEPR to keep track of your heart rate. Connects via bluetooth to HR devices, garmin & apple watch/health on the product feature roadmap. Updates are being released frequently

Can I use it without electricity?

No, the STEPR+ must be connected to power so that it can be used.

Can I purchase the subscription separately?

Yes, it will available soon on the STEPR+ unit directly via the unit. Via our website & also a companion app coming soon.

Can I move the unit or it is fixed?

The聽STEPR+ has聽an innovative temporary transport handles & 2 wheels for moving and is聽designed to fit through聽standard door frames.聽We recommend a聽standard 8ft ceiling聽height for the room you will be using the STEPR in.