What are your office hours?
Our office is open Monday to Friday, 7:00 AM – 5:00 PM (PST). Please note that weekends, holidays, and office closures do not count toward processing or shipping times. Orders placed after hours or on Friday will begin processing the next business day.
How long does it take to process and ship my order?
We offer several shipping options to suit your needs. Most orders are processed and shipped within 1–2 business days (Monday–Friday, excluding holidays). Delivery times vary based on the shipping method selected at checkout:
- Standard Shipping: Typically arrives within 5–7 business days after your order has shipped.
- Express Shipping: Typically arrives within 1–2 business days after your order has shipped.
Important: Orders placed after 11:00 AM PST on Fridays will not ship until the next business day (Monday). As a result, those orders will typically arrive on Monday or Tuesday of the following week, depending on carrier transit times.
Do you ship internationally?
Yes, we ship worldwide. Please note the following regarding international shipments:
- Standard International Shipping: 15–30 business days.
- Restricted Items: PH Bonder, Primer, Gel-X Kits, and electronics cannot be shipped overseas due to safety egulations.
- Duties & Taxes: These are included in shipping fees except when using certain regional carriers. Customers are responsible for local duties and taxes at delivery.
My tracking shows “Delivered,” but I haven’t received my package. What should I do?
Check with household members, neighbors, or around your property (mailbox, porch, side entrance).
Wait 48 hours—sometimes carriers mark a package delivered before it arrives.
If it still hasn’t arrived after 48 hours, contact our Customer Service team at support@starnail.com.
Orders marked as delivered but not received are eligible for a replacement only (not a refund). For any replacement orders issued, we do not authorize returns.