once an item is shipped with tracking, it is no longer in my control and i cannot be responsible for it.
if an address for an order is entered incorrectly by the customer and I have shipped the order to that address, i am in no way responsible for that order. please ensure that your address is correct BEFORE your order is placed, or message me on social media/email to ensure I can change your address!
if your order has been sent back to me due to an incorrect address being entered and there are no emails correcting the address before it’s been shipped, the customer is responsible for covering the additional cost of shipping.
if your order has been marked as “delivered,” i am in no way responsible for the order.
however, if your item arrives extremely damaged or doesn’t update tracking/gets lost in the mail, i will try to do what i can to make things right for you. there are some items that cannot be replicated, remade, or refunded due to time, financial, and material constraints. in the event that one of these items doesn’t arrive, while it cannot be replaced, i will try to work out each situation based on the individual circumstances.
please please PLEASE check your emails once you have placed an order! sometimes emails will automatically be filed under “promotions” or may go to spam. my site is set up to send emails to every customer after they purchase something and once their order ships, so please make sure you are receiving these emails, or message me on social media/email if you are not so I can make sure you’ve received your tracking number!
aside from custom orders and preorders, i always do my best to process orders in 1-2 weeks from the time they are purchased. this timeframe allows me to deal with normal human situations as well as run my business. if emergencies happen and the processing time will be longer, i always post updates on my twitter (astraeagoods).
once an order is shipped, i cannot do any refunds, returns, or cancellations. if there is an issue with your order, please reach out to me through email (firstname.lastname@example.org) so we can work something out!
if you reach out to me before an order has shipped and request a cancellation and refund, i’m happy to help, but i am still charged fees from shopify for the order regardless. i will refund most of the cost of the order, but i have to keep anywhere from $2-5 (depending on the size of your order) to cover the cost of the transaction fees.
custom orders cannot be refunded, returned, or canceled.
custom orders are one-of-a-kind pieces made just for you. when working on your custom, i specify details with you when getting started to ensure that you’re happy with your product. most customs require 100% of cost up front, but more expensive customs can be divided up into multiple payments. turnaround time varies for each custom. please contact me or refer to the listing created for exact timeframes. CUSTOMS CANNOT BE RETURNED OR REFUNDED UNDER ANY CIRCUMSTANCES.