FAQ | 2ND STAR LN
Q: I just placed my order. Will it come in time?
A: Please note that all items have a 2-7 business day processing time that can not be expedited. This plus the shipping speed you chose will determine the day your order is delivered. We ship all of our orders through USPS. Once the order has been shipped, we recommend contacting USPS with any regarding your shipment.
Q: My order was shipped to the wrong address. Can you correct it?
A: We can only change shipping addresses before the item has been processed and shipped out. We can not correct anything after your order has already been shipped.
Q: What is your return policy?
A: At this time we do not accept returns unless the item is defected, misprinted, damaged, or lost in transit. Any claims must be completed 30 days from your order. If you are placing an order over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
Q: What is your exchange policy?
A: You are able to exchange your item in the original condition and packaging within 30 days. If we are sold out of the item you are looking to exchange, we will issue you a store credit. All claims must be completed within 30 days of your purchase. You will be responsible for paying for your own shipping costs for returning your item and receiving your new item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Q: My order is marked "shipped" but no tracking is available.
A: When we print off your shipping labels, you will automatically get a notification that your package was shipped. Your packages are often picked up the next business day by USPS. Occasionally, USPS may not scan the label and continue to complete your shipment. We understand this is frustrating but your package is still on the way! This is more likely to happen around the holidays. Please be patient or contact USPS with any inquiries about your shipment while it is in their hands.
Q: My order was marked 'delivered' but it was not.
A: This could be for a few reasons. Often USPS will mark something as delivered but it has not reached your destination yet. Sometimes it shows up in a couple days or weeks. Second, it could have been delivered to the incorrect address. You can check in with your neighbors or visit your local post office and request the exact GPS location where it was delivered. Lastly, the post office could be holding it at their office for a reason and it wasn’t documented on the tracking. I would recommend visiting your local post office and showing them your tracking number to see if they can locate it. In very rare cases, it could be stolen. Please file a claim on the USPS website with your information. If you have exhausted all these possibilities, please reach out to us and we will do what we can to fix it.
Q: I placed an order but I did not get any confirmation for my order.
A: Typically when this happens it is because either you checked out with you phone number (a confirmation should be sent to your phone number) or your phone number or email address was entered in incorrectly. You my check your order status in your account settings or contact us to diagnose what may have gone wrong.