General Item Shipments Policy
1.Packages are generally dispatched within 2 days after receipt of payment and are shipped via DHL,UPS,ePacket,Economy International Shipping with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
2.Important note.Items shipped by Economy International Shipping,reach most countries within 10 to 20 days.But to RUSSIA will takes over 20days as for LOCAL CUSTOMS CHECKING delay.If you don’t receive the item after 25 days,please contact us, we’ll investigate and solve the delivery problem.About Delivery time (For reference only).
NOTE: THERE ARE THREE WAREHOUSES WE USE :Chinese Warehouse; EU Warehouse; USA Warehouse.
3.Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.Boxes are amply sized and your items are well-protected.
General Item Return Policy
In most cases, items shipped from astrosoar.com can be returned within 3 days after delivery or 30 days after shipment (Brazil and Russia are 40 days after shipment) if the delivery date is not traceable (The order shipment date and order notification are provided to you by email) . Some products have different policies or requirements associated with them.
If the item is still covered by an active warranty:
We will cover the cost of the postage fee you pay to return to us. The shipping fee will be refunded to the customer after the returned item has arrived in our warehouse, any further costs incurred during the return process will be at the customers expense.
If the item has no active warranty:
The customer is responsible for all shipping charges.
Return DOA (Dead on Arrival) Item
If the item arrived broken, you need to contact with us within 3 days from the day you received the package.
Because these items are high-value, we may ask you to send back the defective item. When you return the item, it should come with all included accessories such as the cable, charger, and battery. If an item is missing we will ask you to pay for them. We will be in charge of all of the return shipping fees.
Return Defective Item
We will try our best to make sure the products shipped to our customers are in the best condition. If your product (only for items not included in other Special Warranty terms in the product description and excluding physical damage or incorrect use) turns out to be defective:
First, please kindly provide us with proof as below:
Photos of the front and back of the packaging envelope or box;
Partial shipment slips (if applicable);
Photo, video, screenshot, or description of the defective item;
Photo, video, screenshot, or description of the defect or defective area.
Within 90 days (from the date of shipment)
Policy: Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item’s price up to a maximum of $40.
Details: If the products malfunctions (except for reasons caused by incorrect usage and accidental or intentional damage) within 90 days after shipment (The order shipment date and order notification are provided to you by email) the customer may mail the products back to us. Once we receive and approve the return a Full refund or replacement will be offered and a shipping cost reimbursement will be issued when you provide us a receipt of the shipping chargers you paid to send it back to us. (available tracking number or a screen shot of shipping receipt).
90 days note: The return shipping fee should be less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our customer service department for further confirmation.
After 90 days and within 180 days from shipment
Policy: Upon being returned, the defective item (if repairable) will be forwarded to the factory for repair. The shipping cost both ways will be covered by AstroSoar.
Details: Should the item become defective after 90 days from shipment, customers will still be allowed to send the unit back to us. We will help by forwarding the item (if repairable) to the manufacturer for repair or replacement. Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item’s price up to a maximum of $40. We will notify you via email of any expected repair costs.
After 180 days from shipment
Policy: Refund or replacement for any item will be rejected after the 180 day period has expired.
All customers should contact us by Customer Service before returning any item(s)/product(s).
Return Incorrect Item Received
If the item you received is completely different from the one you ordered, please contact us via our Customer Service and provide us picture proof of the error.
After receiving the incorrect product, please kindly provide us with proof as below:
The photos or video of the incorrect item(s)
The photos, video or screen shot showing the malfunction of the defective item(s)
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.
If return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in.
For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
Return Unsatisfactory Products
If you are not happy for any reason with your purchase, then just return it within 3 days of receipt for an exchange or full refund minus the shipping charges incurred by us. If the return is not a result of our error, customers will be required to cover shipping cost both ways.
Please make sure the item you send back to us is in the original packaging, and the merchandise is in the same condition as when you received it.
How can we ship the defective item to Astrosoar for return?
Please contact us before returning the item, or we will refuse to deal with it.
All customers should contact Customer Service for approval before sending anything to us before returning any item(s). AstroSoar will not be responsible for returned item(s) without notifying us in advance. When contacting Astrosoar please include the following information:
Photos of the front and back of the packaging envelope or box
Partial shipment slips (if applicable)
Photo, video, screenshot, or description of the defective item
Photo, video, screenshot, or description of the defect or defective area
Please keep all packaging material and partial shipment note(s) as they’re needed for returns. After mailing back the products, please be sure to provide us the tracking number of the returned package, if there is no tracking number available, a picture of shipping receipt is necessary. If neither of them can be provided, we might have to hold processing for you until the package arrives at our warehouse which may take one to two months, please kindly note.
Refunds are made via the payment method you originally used to order. Customers are responsible for all payment fees (if any) issued during processing and transfering any refund.
If possible, please make sure you have checked the package contents before you sign for it. If you see any visual damage or it feels empty, please refuse to accept it and contact us. Once you sign for the item, you are signing acceptance of the integrity of all products as is and CANNOT refute the shipping charges for the empty package.
Please send item back to us through local post office instead of express service like DHL,UPS,TNT,FEDEX…as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can’t receive the item we can’t arrange a replacement or repair.
Please send the item back according to our return policy. If it cost too much custom duties or the parcel is not trackable via tracking number and customer name, we will reject your return parcel by express.
Please remember to include a note in your package indicating the following details:
your order number;
SKU numbers returned and quantity;
A short description of the problem(s) of the defective item(s).
This note will help expedite the processing time for you.
Astrosoar reserves the right to make changes and/or improvements to this policy. Any changes will be updated on Policy Page section of our website.
If there are any further inquiries, please contact our Customer Service team for more information.