Frequently Asked Questions (FAQ)

What form of payments do you accept? 
We currently accept PayPal and all major credit/debit cards!

Will my card be charged when I order? 
All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience caused.

What type of currency will I be charged?
Our store currently only accepts USD. We apologize for any inconvenience caused.

Can I apply more than one discount code onto my order?
Unfortunately, no. According to our Discount Policy, only one discount code can be applied on a single order.

The item's price has changed after I purchased, can it be applied on my order?
Unfortunately, no. We apologize for any inconvenience caused.

When I place an item into my cart, will the item then be reserved for any period of time? 
Placing an item on your cart does not reserve the item.
Available inventory is only assigned after you place your order and you will receive an email confirmation that confirms we have received your order. 

How can I remove the item from my cart?
Item can be removed at the cart before check-out or purchase confirmation.

Do you have a customer service phone line that I can call? 
Unfortunately, we do not have a phone line at the moment. We ask that all customer service inquiries be submitted in writing to service@astorec.com, so that we can better assist you. 

How long do I normally receive a reply to my inquiry?
Normally, it takes within 24 to 48 hours for us to reply, but feel free to send us a follow-up email just in case you haven't heard anything from us.
 

When will my item's Tracking Number be available? 
Tracking Numbers are usually generated within 3-5 business days, it may take up to another few days to have updated tracking information depending on the efficiency of our shipping partners.
Tracking Numbers will be sent via email to our customers, even before the tracking information is ready. 
 

My Tracking Number's status is showing "Not Found", should I be worried?
No. In some cases, Tracking Numbers could take up to 3-7 days to have an updated status.
Tracking Numbers without updated information is not an indication of idle parcel or inactivity. Most of the time it merely means that the shipping company did not update their system on time, even when packages are shipped within the usual time frame.

How long should I wait for my item to be delivered? 
The items (domestic or international orders) will take different time to be processed and delivered to different countries.
For the item that is shipped from the USA warehouse, you will be received it about 5-7 days if you are in the USA.
And for the item that is shipped from the China warehouse, it will take an estimated 9-18 business days if you are in the USA, and it will be 16-30 business days if you are in Europe, other countries will be 20-40 business days.
Kindly also take note that in certain unforeseen cases, such as customs stops that resulted in additional delays, we will not be held liable.
There will also be expected delays to all shipments in a holiday season, due to the heavy volume of shipments that our shipping partners have to handle.
Also, there might be expected delays to most shipments of the affected country/state, due to natural occurrences i.e blizzard, etc.
We are constantly working on improving our operation and shipping procedures with our shipping partners. We sincerely apologize to our customers if any inconvenience caused regarding the shipping time. 

Can I expedite/delay my Order Delivery?
Customer can make special inquiries by submitting an email to service@astorec.com so that we can assist you better.
To expedite the delivery time, extra charges for courier service may take place.

Do you have a fulfillment center in the USA or EU? 
For now, we have a fulfillment center in the USA, but only a few collections are fulfilled in the USA.
For other collections, we have to operate our fulfillment center in China to keep the cost manageable. Due to this reason, we have to make the necessary compromise on shipping time.
 

Will my order come in one package? 
Different items take different time to be shipped and delivered, due to a variety of factors such as weight, dimension, customs complication, etc.
Therefore to speed things up for our customers, we sometimes ship items in one order out separately. It is perfectly normal to receive certain items of an order partially first, and others later. 

Why was my order arrived without a battery?
Oftentimes we have to remove batteries or other sensitive components from an order to avoid custom complications during its shipping phase. Sensitive components such as the battery, liquid, powdered material, and etc. often get stopped and destroyed during delivery. To protect your parcel, we will remove these components from your order before proceeding to delivery.

Will I be notified of my order's status? 
Yes! You will receive a confirmation email after you have placed your order, and another when your order is shipped out.  

Am I entitled for a replacement if the item is damaged? 
Yes. Upon receiving the item, customers have 7 days to request for a replacement. If the item's defect is deemed valid, we will send another replacement to you. 

Why does my item look different from advertising?
Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Is there any exception to my right for a refund?
Yes. Certain items are non-refundable by nature. Once sold, returns will not be accepted. Example of such item is Underwear / Undergarment / Bra, where we could not re-sell the returned item due to hygiene reasons.

How do I cancel an item/order?
Every cancellation request has to be submitted to our customer service at service@astorec.com within 12 hours from the time of purchase. All orders will be processed and can no longer be canceled AFTER 12 HOURS of purchase. A processing fee will be deducted on your refund for any item/order cancellation.
BACK TO TOP

Someone purchsed a

Product name

info info