A STAR ADRIFT

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ORDER DID NOT ARRIVE

If your order is lost in transit and marked as such we cannot offer replacements, only refunds.

Domestic customers, please wait up to 2 weeks from your ship notification date to raise any concerns. International customers should wait up to 6 weeks for normal transit time. Before you contact support, please:

- Check with your local post office

- Contact the shipping carrier and report this issue (indicated on your shipping notification)

 

If these options still do not help, please contact support:

sol@starhelm.net

-include your ORDER NUMBER and CUSTOMER EMAIL and an investigation will be made.

 

ORDER MARKED AS UNDELIVERABLE

If your item was returned to our warehouse as undeliverable you are eligible for a refund or reship when the item is received. Please contact support:

sol@starhelm.net

-include your ORDER NUMBER and CUSTOMER EMAIL and indicate if you are just looking for a refund, or if you'd like us to reship the item (please make sure your current address is updated/corrected first).

 

ORDER MARKED AS DELIVERED

If your order has been marked as delivered by your local postal service and you believe it is lost or stolen, we cannot offer you a refund without first filing a police report with your local authorities. Once this is done, please contact support:

sol@starhelm.net

-with your ORDER NUMBER, CUSTOMER EMAIL, and proof of report and we will issue a refund for your order.

 

ITEMS MISSING OR DAMAGED FROM MY ORDER

If your order is missing items you have paid for, contact support:

sol@starhelm.net

and include your ORDER NUMBER, CUSTOMER EMAIL, and exactly what items are missing/damaged.

 

We will ship replacements as soon as possible once the item is in stock.

 

RETURNS

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

To complete your return, you must contact support and provide your order number as well as the reason for your return. Support staff will verify your return and direct you to ship your item back.

 

Please do not send your purchase back to the manufacturer.

 

There are certain situations where only partial refunds are granted (if applicable)

• Book with obvious signs of use

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error

• Any item that is returned more than 60 days after delivery

 

REFUNDS AFTER RETURNS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

 

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sol@starhelm.net.

 

SALE ITEMS (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sol@starhelm.net including your ORDER NUMBER and send your item to: Starhelm Studios, PO Box 1822, Chico CA 95927 United States.

 

SHIPPING

To return your product, you should mail your product to: Starhelm Studios, PO Box 1822, Chico CA 95927 United States.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

(Last updated 10/19/23)