COVID-19: Important Information & Updates
Due to additional precautions we are taking in our warehouses, we are experiencing delays in shipping orders and processing returns. Shipping time may vary from 3-5 weeks to US and Canada. We appreciate your patience and understanding as we work extra hard to ensure your safety as well as the safety of our teams. Please contact us at email@example.com if you have any questions.
How long will my order take to deliver?
All orders are processed and shipped within 3-5 business days. Orders are not shipped on weekends or holidays.
Usually 7-14 business days. Due to high demand of some of our most popular products, please allow 2-4 weeks for delivery. Shipping timeframes are only estimates and exclude holidays, weekends, and unforeseen postal delays that are out of our control. Once an order is shipped, we are unable to expedite it or make any changes.
If your order hasn’t arrived in the estimated delivery times, please contact our support team via firstname.lastname@example.org , so that we can look into your tracking to see if the shipment may potentially be lost and review the next steps. If your order hasn't arrived within 60 days of the date of original purchase, you are entitled to a full refund on your purchase.
Please bear in mind that once the package has been handed over to the shipping courier, there may be circumstances out of our control leading to package delivery delays.
*Certain states like Alaska and Hawaii are experiencing longer shipping time than usual, approximately 5-6 weeks*
Can I cancel my order?
We offer immediate order cancellations up to a limit of 24 hours after purchasing - so if you change your mind within that time - send us a message and we'll cancel and refund you in full as soon as we get your request.
If your order is returned to us for any of the following reasons we will refund your payment method for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling):
- Incorrect / Incomplete / Undeliverable address
- No one available to accept the delivery
- Order refused by the customer for any reason including damaged product/products
Where are my shipping options?
We offer three shipping methods:
- Free Shipping (which includes tracking) - $0.00
Lost or Stolen Packages
Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc), it becomes the responsibility of the shipping carrier. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier and notify us by emailing email@example.com . We'll review all cases and will do our best to send out a replacement order or issue a store credit if possible.
If your tracking number says that your package has been delivered but you haven't received anything, we suggest doing the following:
- Verify the shipping address on your order that it's correct
- Look for an attempted delivery notice slip
- Double check your area in case it's stored in a hidden area
- Check to see if your neighbours or someone in your residence accepted it
- Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving
ASTRAPETS is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at firstname.lastname@example.org
Will I have to pay any customs fees?
We are confident that there will be no customs fees. However, we are not responsible for customs fees or import duties. If any such costs are required, it is the buyers' responsibility to pay the balance.
Will my order be shipped in multiple parcels?
If you place an order with different items, they may be fulfilled in multiple shipments.
How do I track my parcel?
You can track your parcel via the email we sent you. We also have a link to our Track Order page in our main menu and footer menu.
Where is my order shipped from?
We have fulfillment centers across the globe in the United States, Canada, Europe, and China.