Answers
Account Information:
1. What are the benefits for having a registered account? 
GoStepup.com Members can login and enjoy the many benefits like: Faster Checkout, check Order Status, Return/Exchange Product, Edit information and Receive Special Sales alerts and other great benefits.
2. How to register?
You can register for an account in two ways.
Before purchasing:
Click on the Join button in the top right corner of the Home page. Then fill out the required information. You will be able to choose what your user name and password would be. Once your account is created, please keep the account name and password in a safe location as you will be prompted for it when making future purchases at www.gostepup.com.
During purchasing:
Once you have made your selections and have clicked on the Check Out button, you will be prompted to either login your existing account or create a new one. Go ahead and fill out the information and an account will be created for you. You will be able to choose what your user name and password would be. The items in your shopping cart will be maintained during this process.
3. What do I do if I forget my user name and password?
Your user name is your email address that you used to register for an account.
Your password can be emailed to you when you click on the Forget Password button at the account login screen. This will require you to input your email address and the hint question that you entered when you registered for the account. The hint question is used to make sure that your account will not be used by unauthorized individuals.
In the worst case that you don't even remember the hint question, you can contact us through the Customer Service page.
4. How do I update my registration information and/or email address?
Click on the "My Account" button on the navigation bar at the top of the page. This will then take you to the logon screen. Once you have successfully logged in, you will be able to change your email address, password, and more.
Order Information:
1. How to order?
www.gostepup.com's goal is 100% customer satisfaction. You can search for products at gostepup.com by keywords for quick order, or you can browse the online product catalogs. When you find a product you would like to buy, click the Buy Now option to include item in your shopping cart. Once you place an item in your shopping cart, your shopping cart will be activated. You can continue shopping or proceed to checkout. If you proceed to checkout, you still have an opportunity to review the products in your shopping cart and make changes. The checkout procedure involves five steps:
- Step-1 Sign in: If you are registered with us, provide your login information; if you are not registered then you can create a new account during the checkout process.
- Step-2 Billing/Shipping Info: You will be asked to provide billing and shipping information and promotional code (if applicable). Registered customers enjoy the benefit of having their billing and shipping address stored in our database. Please double-check the addresses to make sure they are correct.
- Step-3 Shipping Options: At this step you will be asked to select your shipping option. Depending on the items you have in the shopping cart, a list of available shipping options will appear. You can also select to pick up locally.
- Step-4 Review: Review the shipping, billing, and charge information for accuracy.
- Step-5 Confirmation: The order confirmation screen will provide you with an order number which you can use for any future correspondences. You will also receive an order confirmation in email.
Gostepup.com uses the latest security features to securely transfer your information over the internet utilizing secure encoding techniques provided by 128-bit SSL (HTTPS) technology.
2. Can I check to see if a product is in stock?
Yes, you can check the availability of an item by sending us an email at support@gostepup.com or call us toll-free at 1-888-STEPUP-1. One of our customer representatives will be happy to assist you.
3. Is there a minimum order amount?
No. However, because the shipping cost is usually high for scaffolding products because of their bulky size and heavy weight, there is a benefit for the customer to order more at one time.
- For volume purchasers, please see the discount table below:
DISCOUNT RATE:
A. 5% discount for any order larger than $800 less than $1499;
B. 8% discount for any order larger than $1500 less than $2999;
C. 10% discount for any order larger than $3000 less than $4999;
D. 15% discount for any order larger than $5000.
- There are many seasonal promotions and discount programs offered throughout the year, please come back often to take advantage of those special discounts. Or you can sign up to receive the Special Deal Alert emails so that you won't miss those special savings.
7. What if an item is out of stock?
GoStepup.Com is continuously receiving and restocking products. However, sometimes certain delays are beyond our control. If your interested products are out of stock, please provide us your email address and GoStepup.Com will notify you via email when the item becomes available. If the item becomes out of stock after you placed the order, we will notify you via email. You will have the choice to cancel the order for that item or you can keep the order open. Either way your account will not be charged for that product before it is shipped.
8. What is GoStepup.Com's return policy?
If you aren't completely satisfied with any Scaffold products within 5 days of delivery, or any Tool products within 30 days of delivery, return it in like new condition for a full refund. The customer will arrange the transportation to ship back items and pay for all charges incurred in the return of items to GoStepup.Com. Any Scaffold products returned more than 5 days after delivery (Tools retuned more than 30 days after delivery), or in un-sellable condition, will be charged a restocking fee of 15% or more. GoStepup.Com will not charge for any replacement of items. It is GoStepUp.Com's sole discretion to decide which product can be returned.
The customer must call our Customer Service dept. to obtain an authorization before returning any products. Any product returned without a valid authorization will not be refunded nor returned.
Returns purchased with a credit card will be refunded to the original card only.
Returns purchased with cash will be refunded with a check.
Returns purchased with a check will be refunded in check after fifteen days from the date when check was received.
9. What forms of payment does GoStepup.Com accept?
We accept Visa, MasterCard, Amex, Discover cards and check payments.
We also accept cash payment if the customer is to pick up items locally.
10. Do you offer special financing or leasing terms or accept PO?
Term agreement can be made after approval by our Credit dept. Please download the Credit Application here, fill it out, and fax it back to the contact number on the form. One of our accounting representatives will be glad to work with you.
Shipping Information:
1. Where is my order shipped from?
GoStepup.Com has 5 locations in the U.S. to serve you, including CA, TX, TN, GA and NY. All orders placed are shipped from the location nearest you to save you shipping cost; however, please note that some items are not stocked at all locations.
2. What are the shipping options?
GoStepup.com offers following shipping options within the United States,
Because of the mixture of Scaffold and other smaller products offered by GoStepUp.com, several shipping options are used in the continent of United States, the online shipping cost estimator is excluding Alaska, Hawaii and Porto Rico.
Common carrier such as R&L, Yellow and etc. are used for large orders such as Scaffold frames, pallet jacks, guard rails and etc. Generally, these carriers can get to anywhere in the US within 4 to 5 days.
Standard UPS Ground shipping options are used for smaller orders such as tools and small quantity of casters.
3. Does GoStepUp.com ship to Alaska, Hawaii and internationally?
GoStepup.com currently does not have standard practices regarding shipping to Alaska, Hawaii and Internationally. Please contact Gostepup.com directly for options.
4. Will I be charged for multiple shipments for the same order?
Items ordered together may not always be shipped together. However, the customer will not incur any additional shipping charges other than the original shipping charge added to the order if there is a need to ship the order in multiple shipments.
5. How do I calculate shipping charges?
GoStepup.com offers its own shipping calculator for your convenience. You can find out your shipping cost by going to the shopping cart, then click on the View Shipping Cost button.
If you are a volume purchaser, please contact GoStepup.com directly for discounted shipping rates.
6. What is the expected shipping time?
GoStepup.com will ship out the product within 2 business days upon receiving the order on business days.
GoStepup.Com does NOT ship on Saturday or Sunday.
7. Special surcharge for residential address!
Because of the uniqueness of Scaffold products, the common carriers will be used to delivery them. For any residential delivery, there would be a surcharge of $45.00, in additional to the shipping cost.
The driver is responsible to bring the product to the "tailgate" of the destination; from that point it is customer's responsibility to unload the items.
To avoid the surcharge fee you can always pick up your order at the trucking terminal or other designated business address you choose. Please note that each shipment requires an adult signature upon delivery. Also be sure to fully inspect the shipment when it arrives and notify the driver of any damage.
Product Information:
1. What brands does GoStepup.com carry?
GoStepup.com carries the StepUp brand of scaffold and casters. The scaffold products are made with Manganese steel tube with a minimum yield and tensile strength at 60,000 PSI and 70,000 PSI, respectively. All StepUp scaffolding products are treated to Powder coating, Zinc plating, and Hot-Dip Galvanizing processes. Our products exceed both OSHA and ANSI standards for steel scaffolding products.
As we are expanding into the tools, we will have more products to offer our customers. We will carry the same tradition from scaffold and caster products to the tools line, committed to provide you with the highest quality products at the best price.
2. Who do I contact for specific product questions?
Our Customer Service Department has knowledgeable staff and can provide you with information on product selection, application assistance, installation, troubleshooting, performance data, maintenance and general technical guidance. You can contact our Customer Service Department during regular business hours at 1-888-STEPUP-1, or email us at support@gosteupup.com and get a reply within 1 business day.
3. How do I use the product search?
You can use the product search by entering a keyword, product number, or product name. The search will then retrieve a list of products that are related in any way to the information you entered. The more specific you are in your search terms, the more refined the results will be.
4. What is the warranty on your products?
Scaffold Warranty: All scaffolds are warranted Thirty (30) days from the day of delivery against manufacturing defects. The warranties, guarantees or liabilities; written, oral or implied, arising by law or otherwise (including without limitation and obligations to GoStepup.com with respect to fitness, merchantability, and indirect, incidental or consequential damages). This warranty shall not be extended, altered or varied except by a written instrument signed by GoStepUp.Com.
Tools Warranty: All tools are warranted one (1) year from the day of delivery against manufacturing defects. The warranties, guarantees or liabilities; written, oral or implied, arising by law or otherwise (including without limitation and obligations to GoStepup.com with respect to fitness, merchantability, and indirect, incidental or consequential damages). This warranty shall not be extended, altered or varied except by a written instrument signed by GoStepUp.Com.
5. How can I get a StepUp Scaffold Sales Catalog?
You can get a Sales Catalog and our current sales flyer(s) by sending an email to support@gostepup.com, or by calling 1-888-STEPUP-1.
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