FAQs
1. HOW COME SOME OF MY ITEMS DO NOT HAVE TRACKING ON YOUR GLOBAL TRACKER?
If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :)
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
On "sale" products or free items: the orders aren't tracked. You can refer to the "estimated arrival time" chart, which will give the shipping time to each country. Or email us to be given shipping information
2. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take between 2 weeks to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.
The reason we offer free shipping and ship all our orders via parcel is because private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in parcel. We really appreciate your patience in this :)
4. WHAT IF MY ORDER IS LOST IN TRANSIT?
Rest assure, all our orders are protected by our WM Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.
5. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending if certain trade, import, or tax policies between countries change. Blame your politicians -_-
So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
6. WHERE IS THE STORE BASED?
We are based in Seattle, WA, but our only location is on the interwebs ∩(︶▽︶)∩
7. WHERE DO YOU SHIP FROM?
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).
8. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING?
We offer different sizes for different clothing. Each product should have their own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fitting than Europe/US sizing!
9. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us within no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are no measurements listed, email us at spaceexploration.info@gmail.com ! If you choose to cancel a order within the processing time, or if an item is returned back to us due to an incorrect address you entered, there will be a $5.00 restocking fee per item, and an additional $5.00 fee if you purchased the product with a credit card. Orders cannot be canceled upon shipment.
For products that are on "sale", there is a strict no return or exchange policy once product is paid. These products are final "sale".
When purchasing items, please make sure to fill in correct shipping information. Orders are processed daily and once products are shipped, changes can no longer be made.
10. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
We sure do! We proudly ship worldwide within the shipping companies' limitations. Unfortunately, some countries are not serviced even by the multitude of shippers we are able to utilize. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us.
11. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-5 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
12. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
13. WHAT ABOUT POSSIBLE CUSTOM FEES?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.
14. WILL THIS ITEM GET TO ME BEFORE _________?
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
15. CAN I CHANGE MY ADDRESS/ORDER?
Please email us as within 1 hour of placing your order if you wish to change or cancel your order. Note that items are shipped after 1 hour of the order being placed to guarantee fast shipping.
16. WHY IS THE CHARGE ON MY CREDIT CARD DIFFERENT THAN THE PRICE ON THE WEBSITE?
All of our items are sold in the USD currency. If you do not have a USD credit card, you will be charged a currency conversion fee by your credit card company.
Have a question?
E-mail us at astroexplorerstore@gmail.com or use the Contact Us link at the top of the page!
Thank you! ~ The Astro Explorer
If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :)
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
On "sale" products or free items: the orders aren't tracked. You can refer to the "estimated arrival time" chart, which will give the shipping time to each country. Or email us to be given shipping information
2. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take between 2 weeks to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.
The reason we offer free shipping and ship all our orders via parcel is because private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in parcel. We really appreciate your patience in this :)
4. WHAT IF MY ORDER IS LOST IN TRANSIT?
Rest assure, all our orders are protected by our WM Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.
5. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending if certain trade, import, or tax policies between countries change. Blame your politicians -_-
So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
6. WHERE IS THE STORE BASED?
We are based in Seattle, WA, but our only location is on the interwebs ∩(︶▽︶)∩
7. WHERE DO YOU SHIP FROM?
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).
8. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING?
We offer different sizes for different clothing. Each product should have their own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fitting than Europe/US sizing!
9. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us within no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are no measurements listed, email us at spaceexploration.info@gmail.com ! If you choose to cancel a order within the processing time, or if an item is returned back to us due to an incorrect address you entered, there will be a $5.00 restocking fee per item, and an additional $5.00 fee if you purchased the product with a credit card. Orders cannot be canceled upon shipment.
For products that are on "sale", there is a strict no return or exchange policy once product is paid. These products are final "sale".
When purchasing items, please make sure to fill in correct shipping information. Orders are processed daily and once products are shipped, changes can no longer be made.
10. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
We sure do! We proudly ship worldwide within the shipping companies' limitations. Unfortunately, some countries are not serviced even by the multitude of shippers we are able to utilize. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us.
11. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-5 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
12. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
13. WHAT ABOUT POSSIBLE CUSTOM FEES?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.
14. WILL THIS ITEM GET TO ME BEFORE _________?
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
15. CAN I CHANGE MY ADDRESS/ORDER?
Please email us as within 1 hour of placing your order if you wish to change or cancel your order. Note that items are shipped after 1 hour of the order being placed to guarantee fast shipping.
16. WHY IS THE CHARGE ON MY CREDIT CARD DIFFERENT THAN THE PRICE ON THE WEBSITE?
All of our items are sold in the USD currency. If you do not have a USD credit card, you will be charged a currency conversion fee by your credit card company.
Have a question?
E-mail us at astroexplorerstore@gmail.com or use the Contact Us link at the top of the page!
Thank you! ~ The Astro Explorer