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How do I contact Antarctic Star regarding my order?
Whatever happens with your order, you can contact us at service@antarctic-star.com. Please provide your email, telephone number, order number, or tracking number so we can efficiently check the status of your order. -
When will my order be shipped?
Once we receive your order, we process it the same day and ship it out the following business day (Monday to Friday). Orders placed on Saturdays will be shipped together with Sunday’s orders. -
What shipping methods do you offer?
We use FedEx, UPS, USPS, FdsExpress, and freight transportation by truck to ship your orders. The shipping method is determined based on the size and quantity of the items ordered. -
What is the estimated delivery time?
We aim to deliver your order as quickly as possible. Once your order is submitted successfully, our warehouse processes it the same working day. The order is then picked, packed, and dispatched.Standard delivery times are 3–5 working days but may vary depending on your location and external factors, such as extreme weather or courier delays.
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How do I cancel my order?
Please initiate a cancellation request from your personal account. If the order has already been shipped, a delivery fee will be charged for each package. Refer to our Return Policy page for additional information. -
What if I don’t receive my order?
First, contact the carrier to confirm if the item was delivered to the correct address. Additionally, send us your phone number so we can file a claim with the carrier to locate your package. Typically, this process takes about one week. -
What if I receive a damaged order?
Please initiate a return request through your personal account within 3 working days of receiving your package. Note any visible damage (scrapes, dents, etc.) or functional issues (e.g., the system does not work), take photos, and provide detailed proof of the damage to help us process your refund quickly. -
When can I expect a refund once I return the item?
Once your return is authorized, please track the return shipment closely. After the item is delivered to our warehouse, we will issue your refund within 24 hours. -
What is the warranty on my item?
All items come with a 1-year warranty from the date of purchase. We cover any costs associated with quality-related issues during this period. -
Can I order replacement parts from you?
Normally, we do not sell parts individually. If your order is under warranty and we have the parts available, we will send them to you free of charge. If the warranty period has expired, we recommend purchasing replacement parts from a local hardware store. -
What if I can’t pay by credit card?
If you cannot pay by credit card, we suggest using a bank debit card or PayPal as alternative payment methods. -
Will an invoice be included in my package?
No invoice will be included in your package. If you need an invoice, please contact our customer service team, and we will provide a screenshot of your order details.
If you have any additional questions or concerns, please contact us at:
Email: service@antarctic-star.com
Phone: +1 (213) 556-5130