Questions?

Please read the FAQ's below. If you can't find the answer you are looking for, our email is at the bottom of the page!

Shipping & Delivery 📦

How Does Shipping and Delivery Work?
how much do I pay for shipping?
how do I track my order?
Help, I think my order is lost/hasn’t been delivered?
Can I change my shipping address?
Do you ship internationally?
Are there any customs/import fees?

Once an order is placed, our team will carefully collect your equipment and package it. Please allow up to 12 hours for our team to pick and pack your order. Unless it's the weekend- we don't send orders on the weekend.

Your order will then be sent via UPS, DHL or Royail Mail, and will land in your patiently waiting hands within *2-14 business days.

As soon as your order is sent, you will receive a shipping confirmation email from us complete with a tracking number so you can follow the journey.

*Please note: all shipping timeframes are from the advertised date of dispatch.

If you’re order is over $50, not a cent! If your order is under that, it will depend on what country you live in. Check out the Shipping page for more details.

After we pass your order to the Courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Courier's site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Reach out to us and we'll make sure you get one:

help@steeljawlinegum.com

Although our Couriers quote us 2-14 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date OR even say that your package has already been delivered.

If your item still hasn’t been delivered within 30 days, please contact us and we can launch an investigation with the Courier and send you a new order ASAP.

*Please note: Once we pass your STEEL order to the Courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by the Courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the Courier tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Whilst we started in the United States, STEEL is loved all over the globe!

Find the list of countries we ship to on our Shipping page. We're also available on Amazon USA.

If you're from USA, Canada or the UK, we ship from within your country. For all countries in the European Union, we ship to you from Ireland.

You should never have to pay any customs fees. If for some strange reason you are asked to pay a fee, contact us and we will take care of it.

Product Questions 🏀

Do you offer wholesale or bulk purchase discounts?
Can I send an order as a gift?
Are you stocked in any stores anywhere?
Is STEEL® equipment overpriced?
I can’t add a product to my cart?

Our equipment is only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase (like for your wrestling team) please email us at help@steeljawlinegum.com for more information!

*Please note: This is subject to stock availability.

STEEL equipment is the perfect gift! You can ship it directly to a lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All equipment comes automatically wrapped and we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are can't include messages in the package - sorry! We think sending STEEL equipment is a strong enough message.

Nope, it’s just us and Amazon! Our equipment is only available on our online stores. Just make sure you are purchasing from a trusted STEEL site.

You can definitely tell that you've haven't experienced STEEL products yet!

We can promise you, STEEL equipment is incredibly cheap if you compare it to the benefits of improving your appearance and your confidence.

Don't panic! If you can’t add an item to cart, it may be a sold out item. Try another exerciser, otherwise we update our website regularly so that particular thing you were after should be available again on our website soon.

Returns & Exchanges 🔁

Do you have a returns policy?
How long do I have to return my equipment?
Can I return my order for a refund?
Can I exchange my order for a different product?
Do I have to pay for returns?
How long does it take for my return/exchange to be processed?
How long does it take for my refund to be processed?

Take a minute to have a read of our Return policy. We offer free returns for 30 days from date of delivery/receiving of order.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our Returns policy for more information.

Sadly, we know that sometimes our equipment is just not quite the right fit for some people. You can certainly return your order to us for a full refund, provided it is returned within 30 days.

*Please note: all equipment must be returned in as new condition.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

You can certainly return your equipment to us for an exchange to a new pattern, provided it is returned within 30 days.

*Please note:all Oodies must be returned in as new condition and be unused.

We’ve got you covered here too. All returns (for both refunds and exchanges) will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team at help@steeljawlinegum.com and they will be able to help you along the way.

We are working hard behind the scenes to get STEEL equipment in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

If you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.

Payment 💳

How secure is your payment?
What payment types do you offer?
How do I use a discount code?
I forgot to use my discount code!
What currency is the store in?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay,ApplePay and PayPal too!

Need a little longer to pay for your order? We offer Klarna too!

Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

Made your purchase too quickly? Simply email our amazing STEEL team at help@steeljawlinegum.com and they will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

All pricing for our store is listed in United States Dollars (USD).

Contact Us ☎️

I have an issue with my order, what can I do?
I need to cancel or change my order!
How do I contact you?
How do I provide feedback?
Where are you located?
Emailing list

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise us of the issue. To help resolve things quickly we request you include photos so we can help identify what has happened.

No worries! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

Emailing us is the way to go! Our email contact address is help@steeljawlinegum.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from the Sahara to Seattle, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

We always strive to be the best, so we love hearing your thoughts. We also love hearing your transformation stories, that's why we do it after all. Got some feedback for us? Please feel free to email us at help@steeljawlinegum.com

The STEEL HQ and Customer Service team is located in Stockholm, Sweden. Your order starts its journey out into the wide world from our multiple fulfilment centres across the world - depending on where you live

*Please note: Our STEEL HQ is not a retail store and we hold no stock there. We are unable to offer collection at any of our fulfilment centres.

Want cutting edge information about facial improvement straight to your inbox? You can sign up to our mailing list by emailing us at help@steeljawlinegum.com and asking to jump on board.

You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link.


Please note that email is the best method of contacting us. It's easier to keep a paper trail of any issues you may have had with your order:

help@steeljawlinegum.com