Shipping
Confirming Your Order:
As soon as you place your order, you will receive an order confirmation email from us. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our supplier and confirm that it is A) in stock and B) available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Shipping Your Order:
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 48 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within five business days of your order, feel free to follow up with us at support@stellartelescope.com.
Please Note: Our Estimated Arrival shipping times are estimates based on past delivery times. Some orders are able to be delivered in 1 day, while others have taken 5 or more days to deliver. But, most of the time, we can get the product to you in 2-3 business days!
Package Arrival (AKA Damage Check!):
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos and a brief description to support@stellartelescope.com and we will process an insurance claim on your behalf.
Made-To-Order Products:
We have a few specialty, made in the USA, items on StellarTelescope.com that are crafted to order. These items will be noted on the product pages themselves and the lead times will be detailed. But of course, please feel free to reach out to us at support@stellartelescope.com to double check lead times for any item of interest. We are happy to answer any and all of your inquiries!
20 Day Returns/Refunds
Our return policy is 20 days after your package arrives, as determined by your tracking number. If it has been fewer than 20 days since you received your package, you will be eligible for a refund under one of the following criteria:
- -If your package is unopened, you will eligible to receive a full refund, minus the return shipping costs.
- -If your package has been opened, a 20% restocking fee will be deducted from your refund, in addition to the return shipping costs. The reason for a restocking fee is to balance out labor costs to inspect, repackage and resell the returned item(s).
- -If the package is damaged due to use, we will not be able to accept the return. However, every circumstance is different, and there are exceptions to the rule. Please email or call us to explain your situation and we will see what we can do to help you out.
- -If the package is damaged upon arrival, then please make note of it when the package arrives. Let us know about the damaged item and we will send you a replacement ASAP! Please email photos (and/or video) and a brief description to support@stellartelescope.com and we will get you taken care of.
Why Do I Have To Pay The Return Shipping and Possibly A “Restocking Fee”?
StellarTelescope.com is proud to offer free shipping to all of our customers in the continental United States. But, despite our best wishes and intentions, we cannot offer complimentary return shipping for buyers remorse. In instances when the customer no longer wants the product, we do require they pay for the return shipping as well as a potential restocking fee.
So, the best solution we can offer is to provide friendly, professional advice to make sure you get the best equipment for your astronomy needs prior to initial shipment. Thank you for your understanding!
Where Do I Send The Returned Item?
To return your product, please get in touch with us at support@stellartelescope.com or 1-207-619-4875 and we will provide the appropriate warehouse address for your return.
Please make sure you are using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We cannot refund an item that has been lost or stolen en route to us.
Regardless of circumstances, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
How Do I Request My Refund?
Our policy lasts 20 days. If it has not yet been 20 days since your purchase, please email us at support@stellartelescope.com with details about your order, and why you are needing an exchange/refund. We will use the timestamp of your email to determine the 20 day mark. If 20 days have gone by since your package arrival, unfortunately, we cannot offer you a refund or exchange.
How Do I Get My Refund?
Once we have received and inspected the returned item, we will send you an email to notify you.. We will also notify you of the approval or rejection of your refund request, and whether a restocking fee is to be charged.
If you are approved for a refund, you will see the funds (amount depending on product condition, per our refund policy) posted usually with 1-3 business days. Sometimes it can take up to 1-2 weeks. Thank you for your patience.
It’s Been A Few Days... Where Is My Refund?
If you have been approved for a refund, and you still haven't seen the money come back into your account, please refer to the following steps:
- Double check your bank account statement.
- 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 money back, please contact us. We would be more than willing to help.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us.
Gifts
If you received an item as a gift from a friend/family member, and it was shipped directly to you, we can do one of two things: 1) Either refund the original buyer (your friend/family member.), or we will send you a gift credit for the value of your return (so that your friend/family member will not learn of the return). We will refund/credit you after we have received and inspected the returned item.
Non-Refundable/Partially-Refundable Goods:
- Gift cards
- Downloadable software products, CDs & DVDs
- Any item that was purchased more than 20 days ago
