Shipping policy
Shipping
Free tracked delivery
Processing
Usually 1–2 business days
Tracking
Tracking details by email
This policy explains how STELARR processes and delivers orders to the destinations currently supported by our store. Please review the information below before placing your order. Final delivery availability is confirmed by the shipping options displayed after you enter your address at checkout.
1. Free Shipping & Estimated Delivery Times
STELARR offers free standard tracked shipping to every destination listed below. Delivery estimates include our usual order-processing period and are measured in business days, Monday through Friday, excluding public holidays.
| Destination | Estimated Delivery | Shipping Cost |
|---|---|---|
| United States | 7–12 business days | Free tracked shipping |
| Canada | 7–15 business days | Free tracked shipping |
| United Kingdom | 7–15 business days | Free tracked shipping |
| Supported European destinations | 7–15 business days | Free tracked shipping |
| Australia & New Zealand | 8–15 business days | Free tracked shipping |
| United Arab Emirates, including Dubai | 7–15 business days | Free tracked shipping |
Please note: Delivery times are estimates rather than guaranteed arrival dates. Remote destinations, customs inspections, peak shopping periods, severe weather, public holidays, and carrier disruptions may occasionally extend delivery times. The shipping options displayed at checkout provide the final confirmation that delivery is available for your address.
2. Order Processing & Dispatch
- Processing time: Orders are usually reviewed, prepared, and dispatched within 1–2 business days after payment has been successfully confirmed.
- Business days: Orders are processed Monday through Friday, excluding major public holidays.
- Multiple-item orders: Items from the same order may occasionally be delivered in separate packages. When this happens, you may receive more than one tracking number.
- Product availability: In the uncommon event that an item becomes unavailable after your order is placed, we will contact you promptly and explain the available options.
3. Important Shipping Information
3.1 Shipping Addresses
- Please review your complete shipping address carefully before placing your order.
- Requests to change a shipping address can only be considered before the order has been dispatched.
- Once a package is in transit, STELARR cannot guarantee that the carrier will be able to redirect it or update the delivery address.
- Additional delivery or reshipping costs resulting from an incomplete or incorrect address supplied by the customer may remain the customer’s responsibility.
3.2 Order Changes & Cancellations
Contact us as soon as possible at support@stelarr.com if you need to request a change or cancellation. We will do our best to help, but changes cannot be guaranteed once fulfillment has begun. Orders that have already been dispatched can no longer be canceled or modified.
3.3 Tracking Your Order
Once your order has been dispatched, we will send a shipping-confirmation email containing the available tracking information.
Tracking may take several business days to display its first update and may temporarily pause while a package moves between international and local carrier networks. If your tracking has shown no meaningful movement for more than 10 business days, contact support@stelarr.com .
3.4 Unexpected Delays
Most orders arrive within the estimated delivery window. International shipping may occasionally be affected by customs reviews, carrier congestion, severe weather, public holidays, or other circumstances outside our reasonable control.
If we become unable to dispatch your order within the stated processing period, we will contact you with an updated estimate and the available options. These may include accepting the revised dispatch date or canceling the unshipped order for a refund.
3.5 Lost, Damaged, Incorrect, or Incomplete Orders
Contact us promptly if your order arrives damaged, contains an incorrect product, is missing an included item, or appears to have been lost in transit.
Email support@stelarr.com with your order number and, when relevant, clear photographs of the item, packaging, contents, and shipping label. Once reviewed, STELARR may offer a replacement, refund, missing-item shipment, or another appropriate resolution.
3.6 Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, first check the delivery area, mailbox, household members, neighbors, building reception, and any secure parcel location used by the carrier.
Please allow up to 48 hours, as some carriers update tracking shortly before final delivery. If the package still cannot be located, contact us so we can review the available tracking information and help determine the next steps.
4. Customs, Duties & Import Taxes
Free shipping covers the standard delivery charge displayed at checkout. Depending on the destination and applicable import rules, customs duties, import taxes, VAT, brokerage fees, or similar government charges may still apply.
Unless these charges are expressly shown as collected or included at checkout, they may be assessed by the destination country, customs authority, or carrier and remain the recipient’s responsibility. STELARR does not control charges imposed by local authorities.
Need Help?
We’re here to help.
For questions about an order, delivery, or tracking, contact STELARR Customer Care at support@stelarr.com . Please include your order number when contacting us about an existing order.
STELARR is operated by SCALE OF TREES LIMITED COMPANY.