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) 📞 (866)-861-1281

Interested in purchasing a STEPR? Talk to our knowledgeable experts!

How can we help?



How is STEPR different?

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

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

Redesigned from the ground up. 

Our “fit anywhere”  compact footprint will have you ‘stepping’ virtually across the globe.

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

You’ll feel the burn.

Now all you need is some motivation…. don’t worry we've got you! A huge library of coach-led, On-Demand classes. Plus STEPR’s ecosystem of streaming entertainment and functional fitness. With your favourite shows and workouts at your fingertips, you’ll never lose motivation.

Connected… Effective…. Compact….

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


Benefits of a STEPR workout

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

STEPR+ Tech Specs


• Height: 82"
• Length 50" x 29" Wide
• Weight: 286 lbs
• Footprint: 3.5 ft. L x 2.3 ft. W smaller than your average Yoga Mat or Treadmill!


• Unit Materials: welded Steel and moulded Casing
• Stairs: 'Stadium stairs', textured for non-slip, 15.7" W x 8.6" D x 5.2" H
• Step-On Height: 15.2"
• Mobility: built-in castors wheels, fits through standard door frames


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


• User Height Range: 4'11 - 7'2
• Weight Range: 95lb min & 375lb max
• Step Height: 5.2" Stadium Steps

• Ceiling Height: 8ft. to ensure STEPR's have adequate headroom


• Auto sensing emergency stop
• Manual emergency stop x2

User Requirements


• User Height Range: 4'11 - 7'2
• User minimum age 13+
• Weight Range: 95lb min & 375lb max

Calorie Burning Info

There’s no doubt that stair-climbing workouts are an extremely effective way to burn calories. According to the 2011 Compendium on Physical Activities, stair climbing expends approximately 9.0 METs. (A MET, Metabolic Equivalent, 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 three times 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 here. | Compendium of Physical Activities

Ordering, Finance & Refunds


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

*Subject to individual approval from Affirm.

Explore & prequalify with Affirm 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

White Glove Delivery, Assembly & Installation

STEPR offers national 'white glove delivery & installation' for your ease and convenience. Upgrade available at checkout.


  • Your STEPR is fully assembled for you
  • Delivery & installation into any room our your choosing
  • Removal and disposal of any packaging

*Note, STEPR is a bulky product and will require more than 1 person to receive. We highly recommend our 'white glove' service for the best experience getting your STEPR delivered and setup for use.

At STEPR, our premium white glove delivery and installation service is offered at an extra cost. This guarantees your STEPR will be delivered right to a room of your choosing with care and attention. Our professional drivers are trained to handle even the heaviest and most fragile items with expert precision, ensuring that your packages arrive safely and securely. With our convenient online tracking system, you can easily keep tabs on your packages at every stage of the delivery process.

*Alaska and Hawaii and all other offshore insular areas, such as American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands are excluded from curbside delivery. Reach out to support@getstepr.com to get a shipping quote.


*Note, STEPR is a bulky product and will require more than 1 person to receive. We highly recommend our 'white glove delivery, assembly & installation' service for the best experience getting your STEPR delivered and setup for use.

At STEPR we offer Curbside delivery for in the contiguous States. This means that the shipper will bring the package to your address, pull the truck up to the front of your house, load the package(s) onto the lift gate on the back of the truck, lower the lift, and push the STEPR packages onto the sidewalk in front of your house. We will call you when the truck arrives to your address, so that you can come out and watch the process.

*Alaska and Hawaii and all other offshore insular areas, such as American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands are excluded from curbside delivery. Reach @support@getstepr.com to get a shipping quote.

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 

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 teh best way to assemble STPER.

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.



  • 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

Warranty & Protection Plan

STEPR+ Warranty

STEPR+ comes with a limited home use warranty that includes:

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

This warranty extends only to the purchasing customer and is not transferable. STEPR's obligation under this warranty is limited to repairing or replacing, at STEPR's discretion, the product through one of its authorized service providers. All repairs for which warranty claims are made must be pre-authorized by STEPR. If replacement parts are shipped while the product is under warranty, the customer will be responsible for a minimal handling charge. For in-home service, the customer may be responsible for a minimal trip charge. This warranty does not extend to freight damage to the product. This warranty will automatically be voided by the following conditions: (1) if the product is used as a store display model, (2) if the product is purchased or transported outside the USA, (3) if all instructions and warnings in the manual are not followed, (4) if the product is abused or improperly or abnormally used, or (5) if the product is used for commercial or rental purposes. No other warranty beyond that specifically set forth above is authorized by STEPR.

STEPR is not responsible or liable for the following damages: (1) indirect, special, or consequential damages arising out of or in connection with the use or performance of the product; (2) damages with respect to any economic loss, loss of property, loss of revenues or profits, loss of enjoyment or use, or costs of removal or installation; or (3) other consequential damages of any kind. Some states do not allow the exclusion or limitation of incidental or consequential damages. Accordingly, the above limitation may not apply to the customer.

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!


  • 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’s 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

30-Day at Home Trial

If You Are Not Satisfied With Your STEPR Machine, You Can Request A Return Within 30 Days Of Delivery. STEPR’s Guarantee Does Not Cover Ordinary Wear And Tear Or Accidents Caused By Improper Use, This Is Subject To The Terms Of Our Limited Warranty.

Returns incur a 10% Restocking Fee. Shipping and or White Glove delivery charges are non-refundable. Refunds will process between 14-28 days once the item is received back at our warehouse. We Recommend Keeping Your Original Packaging For Up To 30 Days After Delivery To Ensure An Expedited Return Process. STEPR Reserves The Right To Refuse A Return/Refund And Charge Additional Restocking Fees If Necessary.

Who’s eligible for this program?
  • STEPR Members who are making their first STEPR purchase. Members who’ve previously canceled a STEPR order or returned a STEPR are not eligible for this home trial. This also applies to purchases made by the same person or email address, or deliveries to the same household or shipping address. If you’re not a first-time customer, please see our return policy.
  • STEPR Members who purchase a STEPR direct from GetSTEPR.com.
  • STEPR Members who have never had a risk-free home trial.
What is refundable?
  • STEPR and any accessories purchased together within 30 days. Please note that any promotional items included with your purchase order must also be returned to qualify for a full refund.
  • It may take up to 4 weeks for your STEPR to be picked up by the delivery team. You’ll be refunded within 14-28 days after this pickup minus any 're-stocking or return delivery fees'. STEPR is not able to expedite pickups.
  • Because of the size and weight of the STEPR, we don’t offer refunds for any shipping, delivery, or installation charges that you may have paid for your STEPR delivery.
How do I request a refund and return?

It’s easy — just contact our Customer Support Team or via phone (302)-564-4193 . They’re always happy to help.

Are there any exclusions?

Yes. For full details you can visit the Return Policy, but the quick answer is that the STEPR at home 30-day trial 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

Common Questions

Is assembly required?

Yes, this is why we highly recommend our 'White Glove' Delivery, Assembly & Installation option at check out.

We also will provide 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+ is only designed for home use and any warranty or return policies are void if used outside of home use.

Maximum User Weight?

375 lbs or 170 kg

Steps per minute?

STPER+ 24–137 SPM

Type of Screen?

STEPR+ 27" Touch panel, 360º swivel & 45º pivot allow us in any location and ability to swing for all non STEPR on-demand classes & streaming.

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 24 resistance levels

Does STEPR include a bottle water & phone holder?

Yes, and multiple phone 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 this with Strava or Zwift?

Yes, Zwift & Strava and more features are on roadmap for connectivity. Updates are being released frequently

Can I use the STEPR it without a subscription?

Yes, there is a free membership option so STEPR+ can be used free of charge. This option will allow you to 'free step' & limited streaming options.

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