Warranty
If something isn’t right with your StepRanger, tell us and we’ll get it resolved quickly. Here’s what the warranty covers and how a claim works.
What’s covered
Every StepRanger is covered for 2 years against defects in materials and workmanship, and against damage that affects performance or safety. That includes the batteries.
Minor cosmetic marks from freight handling are normal and aren’t defects. The operating manual shows how to touch them up.
If something’s wrong
- If something isn’t right, we’ll get it resolved quickly.
- Tell us what’s happening: call or text, email, or use the form on this page.
- Where it makes sense, we’ll troubleshoot with you first, by phone or a quick video call. Most issues are sorted out that way.
- If a part is needed, we ship it to you.
Bought it secondhand?
Support and warranty transfer to the next owner through 2 years from the original purchase date. Get in touch and we’ll look up the original order.
Returns
Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your StepRanger or accessory must be unused, in like-new condition, free of damage, and packed in the original crate or equivalent packaging suitable for freight transit. Items showing wear, dirt, scratches, or use will not be accepted for return at full value.
Return shipping costs
The customer is responsible for the actual cost of return freight to our facility in Sebastopol, California. This is the carrier's actual charge for the return shipment, not our flat outbound shipping rate, and it will be deducted from your refund. Original shipping charges are non-refundable.
We will arrange the return freight through our carrier and provide you with the cost before scheduling pickup. If you prefer to arrange your own freight, the item must be fully insured and crated for LTL transit.
Refused or failed delivery
Freight on a StepRanger is heavily subsidized. Our flat $250 shipping charge covers only a fraction of what the lane actually costs, in either direction.
If you refuse delivery, or the shipment cannot be delivered and comes back to us, and the reason is not damage, a defect, or our error, you are responsible for the actual outbound freight cost and the actual return freight cost, deducted from your refund. On a cross-country lane the round trip can run well over $1,200. The 10% restocking fee does not apply to a refused delivery. Freight is the whole charge.
You are also responsible for carrier charges caused by a delivery you were not able to receive: redelivery fees after a missed appointment, and terminal storage once the carrier’s free time expires.
None of this applies if you refuse the delivery because the crate is visibly damaged, the unit is defective, or it is not what you ordered. If the crate looks damaged when the truck arrives, note it on the delivery receipt and refuse it. That is the right call, and it costs you nothing. Call us the same day at (707) 329-4442.
If your plans change before the truck arrives, contact us. We can usually hold the shipment at the terminal or reschedule at no charge, which is cheaper for everyone than a refusal.
Restocking fee
Returns of StepRanger vehicles are subject to a 10% restocking fee, calculated on the purchase price of the vehicle, to cover inspection, re-crating, and return to inventory. The restocking fee is deducted from your refund along with return freight.
Return shipping and the restocking fee are waived if the item arrived defective, damaged, or was not what you ordered. See "Damages and issues" below.
How to start a return
Email hello@stepranger.com with your order number and the reason for return. We'll confirm eligibility, quote the return freight, and coordinate a pickup time at your location.
Damages and issues
Inspect your order on delivery. If the item is defective, damaged, or incorrect, note it on the carrier's delivery receipt and contact us the same day at (707) 329-4442 or hello@stepranger.com with photos so we can evaluate the issue and make it right. Damage not noted at delivery is difficult to claim with the carrier.
Cancelling before your unit ships
You can cancel your order for a full refund any time before your unit ships. Once it ships, this return policy applies.
Refunds
Once we receive and inspect the returned item, we'll notify you of the approved refund amount. Approved refunds are issued to the original payment method within 5 business days, less return freight, the restocking fee where applicable, and any deductions for condition. Your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since we approved your refund, contact us at hello@stepranger.com.
Questions
Electric Ranch Supply Group, LLC (DBA StepRanger)
833 Hwy 116 S, Sebastopol, CA 95472-4552
(707) 329-4442 · hello@stepranger.com
Often fixed in minutes
- Won’t power onWhen there are no lights and no response at all, it’s almost always something simple on the power side, starting with the battery switch.
- Throttle not respondingThe most common cause is a broken internal mechanism in the throttle, and one twist tells you whether that’s it.
- Flat or leaking tireThe most common cause is a slow leak at the base of the valve stem.
Start a warranty request
We’ll get it sorted out quickly. Tell us what’s happening and we’ll reply with next steps; if a part is needed, we ship it.
Call or text (707) 329-4442