Help Centre
Frequently asked questions
Is StepUpMart a real South African business?+
Yes. We're based in Johannesburg and registered with CIPC. Every order is dispatched from our local warehouse, not drop-shipped from overseas.
How long does delivery take?+
3–9 business days nationwide. We dispatch within 1–2 business days from Johannesburg via Aramex or The Courier Guy.
Is delivery really free?+
Yes. Free delivery on every order, anywhere in SA. No minimums, no hidden surcharges at checkout.
Is PayFast secure?+
PayFast is one of South Africa's most trusted payment gateways, used by thousands of SA businesses. It's PCI-DSS compliant and bank-grade encrypted. We never see or store your card details.
What payment methods do you accept?+
Visa, Mastercard, Instant EFT, Mobicred and Snapscan — all through PayFast.
Can I track my order?+
Yes. You'll get a tracking link by email and SMS as soon as your parcel is dispatched. You can also use the Track Order page on our site.
What if the tracksuit doesn't fit?+
Exchanges are accepted within 7 days of delivery. Items must be unworn, unwashed, in their original condition and with all tags attached. Exchanges are subject to stock availability — if your requested size is unavailable, we'll offer an alternative size or another suitable solution. WhatsApp us to arrange it.
How do I know my size?+
Our tracksuits run true to size. If you're between sizes, we recommend going one size up. If you're unsure, WhatsApp us with your measurements and we'll recommend.
Do you offer refunds?+
We do not offer refunds for incorrect size selection or change of mind. Refunds are only considered if you received the wrong item, the item arrived damaged or defective, or we are unable to fulfil your order after payment.
Who pays for return shipping on a size exchange?+
Customers are responsible for the cost of returning items for a size exchange, unless the error was on our side. We recommend using a trackable courier service when returning parcels.
What if I get the wrong item or a damaged parcel?+
That's on us. WhatsApp us within 7 days of delivery with a photo and your order number and we'll replace it or refund you.
Do you ship internationally?+
Not yet — we're South Africa only for now.
Are these the same tracksuits I see on other stores?+
We curate and check the quality of every piece ourselves. We don't drop-ship from random suppliers.
What's the fabric?+
Heavyweight brushed fleece on the inside, premium poly-cotton blend outer. Built for warmth and durability.
How do I wash it?+
Cold machine wash inside out, hang dry. Avoid tumble drying to keep the fleece soft.
Can I order by WhatsApp instead of the site?+
Absolutely. WhatsApp us and we'll send you a PayFast payment link. Same delivery, same policy.
Why is the 2-pack so much cheaper?+
Because most customers come back for a second one anyway. We'd rather give you the discount upfront than make you wait.
Do you offer cash on delivery?+
Not at the moment — payment is via PayFast at checkout. This keeps prices low and dispatch fast.
Can I change my order after placing it?+
If it hasn't shipped yet (within a few hours), WhatsApp us and we'll change it. After dispatch, exchanges follow our 7-day exchange policy.
Where do I find my order number?+
It's in your order confirmation email, usually starting with #.
How do I contact you?+
WhatsApp +27 60 845 1287 is the fastest. You can also email sales.stepupmart@gmail.com or use the contact form.