FAQ
Orders & Shipping
Q: What is the expected delivery time?
A: Order Handling Time is 1 to 3 business days (Monday to Friday). Once your order is processed, it will be dispatched through one of our trusted carriers. Transit Time is 5 to 12 business days (Monday to Friday). The Estimated Delivery Time is 6 to 15 business days.
Q: How long until my order ships?
A: Order Handling Time is 1 to 3 business days (Monday to Friday). Once your order is processed, it will be dispatched through one of our trusted carriers. Transit Time is 5 to 12 business days (Monday to Friday). The Estimated Delivery Time is 6 to 15 business days.
Q: Do you offer international shipping?
A: We currently ship to the United States and the United Kingdom. Delivery estimates are the same (6–15 business days), though UK orders can occasionally take slightly longer due to customs processing.
Q: Can I track my order?
A: Yes. After your order is shipped, you will receive an email or SMS with your tracking information. Tracking updates may take 24–72 hours to appear.
Payments & Billing
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, Discover, Debit/Credit Cards, Shop Pay, Apple Pay, Google Pay, and PayPal (if enabled).
Q: Will I be charged in USD?
A: Prices on www.stermo.com are shown in U.S. Dollars (USD) for customers in the United States, who are charged in USD; customers in the United Kingdom see prices and are charged in British Pounds (GBP).
Q: Why was my payment declined?
A: This can happen due to bank security checks, incorrect billing information, or insufficient funds. You may try another payment method or contact your bank for assistance.
Q: Will I have to pay customs fees or VAT in the UK?
A: Possibly. Prices do not include UK VAT or import duties, and Stermo does not collect these at checkout. UK customers are responsible for any import VAT, customs duties, and carrier handling fees that may be due at or after delivery — these charges are set by UK authorities and carriers, not by Stermo.
Returns, Exchanges & Refunds
Q: What is your return window?
A: Returns are accepted within 30 days of delivery for unused items in original condition. Please review our Refund & Return Policy for complete details.
Q: Do you offer exchanges?
A: Yes. Return requests must be submitted within 30 days of receiving your order. Items must be unused, in their original condition, and returned with all original packaging, tags, and included materials.
Q: How do I start a return?
A: Contact us at support@stermo.com with your order number and the reason for your return. Our team will guide you through the process.
Q: Do you charge a restocking fee?
A: No — Stermo does not charge any restocking fees.
Q: Can I return an order from the UK?
A: Yes. In addition to our standard 30-day return policy, UK customers have a 14-day right to cancel under the Consumer Contracts Regulations 2013 — you may cancel your order for any reason within 14 days of receiving your goods. Please see our Refund Policy for full details. You are responsible for return postage unless the item is faulty.
Order Issues
Q: My package says delivered but I didn’t receive it. What should I do?
A: First, check your mailbox, front door, neighbors, or building office. If it is still missing after 24–48 hours, contact the carrier. Then reach out to us at support@stermo.com and we will assist you further.
Q: My order is delayed — what now?
A: Shipping carriers may experience delays due to high demand or weather conditions. Tracking will update as new scans are recorded.
Q: I received the wrong item or something is missing.
A: Please email us at support@stermo.com with photos and your order number, and we will resolve the issue as quickly as possible.
Product Questions
Q: Are product colors accurate?
A: We strive to display items as accurately as possible. Slight differences may occur due to lighting or screen settings.
Q: My item looks slightly different than expected.
A: Minor variations can occur between manufacturing batches. This is normal for physical products.
Customer support hours: 9:00 am – 5:00 pm EST (Monday – Sunday)
Email: Support@Stermo.com
Phone: 813-324-4280
Company name: Stermo
Address: 12667 Flatwood Creek Dr, Gibsonton, FL 33534
We aim to reply to emails within 12 hours.