Shipping policy
FirstStep is operated by Kanova LLC. We want your order to arrive as smoothly and reliably as possible. This Shipping Policy explains how orders are processed, shipped, tracked, and handled if something goes wrong in transit.
Free U.S. Shipping
We currently offer free standard shipping on U.S. orders placed through sleepflexpf.com.
Shipping is always free — no minimum order required and no surprises at checkout.
There is no minimum purchase requirement for standard U.S. shipping unless otherwise stated during a specific promotion.
Order Processing
Orders are typically processed within 1–5 business days after your order is placed.
Orders placed on weekends or holidays may begin processing on the next business day.
Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information when available.
Estimated Delivery Time
Most U.S. orders are expected to arrive within approximately:
7–14 business days from the date the order is placed.
Delivery times are estimates and are not guaranteed.
Actual delivery times may vary depending on:
- your location;
- carrier volume;
- weather;
- holidays;
- transportation disruptions;
- address issues; or
- other circumstances outside our reasonable control.
Some orders may arrive sooner, while occasional carrier delays may result in a longer delivery time.
Tracking Your Order
When tracking information becomes available, it will be sent to the email address provided during checkout.
Tracking information may take 24–72 hours after shipment to begin showing movement.
Depending on the shipment and destination, your order may be handled by more than one carrier before final delivery.
Multiple Packages
In some circumstances, products from the same order may be shipped separately.
If your order is divided into multiple packages, you may receive more than one tracking number and the packages may arrive on different days.
You will not be charged additional shipping fees because an order is shipped in multiple packages.
Shipping Address Changes
Please review your shipping address carefully before completing your purchase.
If you notice an error after placing your order, contact us as soon as possible at:
We will make reasonable efforts to update the address before fulfillment begins, but we cannot guarantee that an address can be changed after an order has entered processing or shipment.
FirstStep is not responsible for delivery problems caused by incorrect or incomplete shipping information provided by the customer.
Delayed Shipments
Carrier delays occasionally occur.
A tracking page that temporarily stops updating does not necessarily mean that the package has been lost.
If your tracking information has not updated for an extended period or your order has not arrived within the expected delivery window, contact us at:
Our support team will review the shipment and help determine the appropriate next step.
Lost Packages
If an order has not been delivered within 30 days of shipment, please contact us so we can investigate the shipment.
If a package is confirmed lost in transit, we will work with you to provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.
Damaged Orders
Please inspect your order when it arrives.
If your product arrives damaged, contact us as soon as possible at:
Please include:
- your order number;
- a description of the problem; and
- clear photographs of the damaged product and packaging, when possible.
We will review the issue and work to make it right.
Incorrect Items
If you receive an item that is different from what you ordered, contact us at:
Please include your order number and a photograph of the item you received so our support team can assist you.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, we recommend first:
- checking around your delivery location;
- checking with members of your household;
- checking with neighbors, your building reception, or mailroom; and
- allowing up to 48 hours, as some carriers occasionally mark packages delivered shortly before final delivery.
If you still cannot locate the package, contact us at support@sleepflexpf.com and we will help review the shipment.
Order Cancellations
We process orders as quickly as possible.
If you would like to cancel or modify your order, contact us immediately at support@sleepflexpf.com.
We will make reasonable efforts to accommodate your request, but once an order has entered fulfillment or been shipped, we may be unable to cancel or modify it.
Returns and Refunds
Shipping issues are separate from our satisfaction guarantee.
Eligible purchases are covered by our 60-Day Satisfaction Guarantee in accordance with our Return & Refund Policy.
Please contact us before sending any product back. Do not mail returns to the Kanova LLC business address unless our customer-support team specifically instructs you to do so.
Contact Us
If you have any questions regarding shipping, tracking, delivery, or your order, please contact:
FirstStep
Operated by Kanova LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States
Email: support@sleepflexpf.com
Website: sleepflexpf.com