Most orders placed by 11 a.m. EST will ship same day. Please be aware that it may take up to 2 business days to receive your UPS or FEDEX tracking information. We appreciate your patience as often times our shippers are able to process and ship your product before we receive updated tracking information. We work diligently to expedite shipping and tracking to you.
Please note due to the custom nature of some products, any exceptions to the above will be noted on the individual product page regarding shipping times.
Unless otherwise stated all products on StellarGoods.com have a 30 day return policy. Please note that some products due to their specific nature are unreturnable. Please visit each product's return policy on product page for specific information regarding returning such item.
When returning a product, you must contact Stellar Goods within 30 days of receiving your product to obtain a Return Merchandise Authorization (RMA) number, which will expire 7 days after being issued. You are responsible for returning the item to the address designated by Stellar Good's Customer Service Counselor in a track-able fashion, and the RMA number must be written very clearly on your shipping label on the outside of your shipping box. Once the product you ship back to us is confirmed received, and in new condition, a merchandise credit or an exchange credit will be applied to your account. The exchange credit will be valid up to 6 months after issue. If receiving a refund, please allow 6-8 weeks (two billing cycles) for the credit to process to your original payment method.
Due to the medical and rehabilitation nature of some of the products we make available to consumers for retail, we urge you to use our products with caution. If you are not fully aware of how something works, whether the product choice suits your condition, or if you suspect a defect, report it to us and consult with your medical professional before using. Stellar Goods does not have medical professionals on staff, nor do we offer medical advice.
It is very important you do not deface the retail box in any way, so please be sure your RMA is prominently displayed only on the shipping label on the outside of the shipping box, so we don't refuse your package. Products must be in like-new condition, contain all of its original contents, in its original packaging, and show absolutely no signs of wear and tear in order to be accepted for Return Merchandise Authorization (RMA). We will process your return immediately upon receipt.
RETURN SERVICE FEES: Most product returns require a service fee of 15%. (Select products such as portable spas and other bulk items require up to a 25% service fee due to our manufacturer's requirements.) Please understand that when a product is returned, quite a lot of work goes into the return process, and this service fee allows us to keep our retail costs low, and our quality of service levels very high.
REFUSED SHIPMENT/UNDELIVERABLE PACKAGE:
If you refuse a package upon arrival or your package is undeliverable due to customer error such as being unable to sign for delivery or refusal at door due to customer remorse, we must charge your card for the shipping cost and shipper fee caused by your decision. This policy applies even if your order was originally sent to you via FREE shipping.
Because each of our wonderful suppliers handle defective items differently, please call us at 888-997-6366 if you encounter any problems with your purchase and we will make sure any issues are resolved in a timely manner.
CANCELLING AN ORDER:
In most cases, once an order is placed, we are not able to cancel the order due to the speed in which we process and ship orders . If you no longer want a product after the order has been placed, please contact us for a Return Merchandise Authorization via email or telephone once you have received the product. Unauthorized returns/refused shipments will not be accepted or credited.
*Please note that there is a $10 service fee for all address corrections
Stellar Goods Customer Service: 888-997-6366