FAQ
I. Ordering and Payment
Q: Can I cancel an order after placing it?
A: If your order has not yet been shipped, you may contact customer service to cancel it before 11:00 PM (Pacific Time, GMT-7) on the day you placed the order. Please send an email to support@celstiar.com
, and we will process your request. Orders that have already been shipped cannot be canceled, but you may request a return in accordance with our return policy after receiving the merchandise.
Q: What payment methods are accepted?
A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other payment methods displayed on the checkout page. All payment information is encrypted to ensure the security of your transaction.
II. Orders and Shipping
Q: How can I confirm that my order has been accepted?
A: After successfully placing your order, you will receive an order confirmation email containing your order details and estimated processing time. If you do not receive the confirmation email, please check your spam folder or contact customer service.
Q: Can I change the items or quantities in my order?
A: Once an order is placed, we cannot directly modify the items or quantities. If you need to make adjustments, we recommend canceling the original order (if eligible for cancellation) and placing a new order.
III. Shipping and Tracking
Q: Why does my tracking information show “No updates available”?
A: The carrier may update tracking information within 24–48 hours after the package is shipped. Additionally, there may be scanning delays at certain points during cross-border transit. If there are still no updates after 5 business days, please contact customer service for assistance.
Q: What should I do if my package is lost during transit?
A: Please first check the package status via the tracking website. If it is confirmed lost, please contact us promptly. We will investigate the matter with the carrier and, based on the results, arrange for a replacement or refund.
IV. Duties and Customs
Q: Do I need to pay duties or import taxes?
A: The order price does not include any duties or import taxes. If your package is subject to applicable duties or taxes during customs clearance, the recipient is responsible for paying them. Please consult your local customs office for specific rates and thresholds.
Q: What happens if my package is detained by customs?
A: If your package is detained because you failed to pay duties or provide customs clearance documents in a timely manner, we will do our best to assist with communication. However, any resulting delays or the risk of return are the sole responsibility of the recipient.
V. After-Sales Service
Q: What should I do if I receive a defective or damaged item?
A: Please take clear photos of the item and its outer packaging within 48 hours of signing for the package, and contact us at support@celstiar.com. We will verify the situation and process a return or exchange for you; we will cover the associated shipping costs.
Q: How do I obtain an invoice or receipt?
A: After placing an order, the system will automatically send an order confirmation email as proof of purchase. If you require a formal invoice, please contact customer service and provide your order number; we will assist you based on your needs.
VI. Account and Privacy
Q: Do I need to register an account to place an order?
A: You do not need to register an account to complete an order. However, registering an account allows you to save shipping addresses, view order history, and enjoy a more convenient shopping experience.
Q: How do you protect my personal information?
A: We take your privacy and security very seriously. All personal information is transmitted via encrypted channels and is collected, used, and protected in strict accordance with our Privacy Policy. For details, please refer to our Privacy Policy.
VII. Contact Us
If the above information does not address your concerns, please feel free to contact us at any time via the following methods:
Email: support@celstiar.com
We will respond to your inquiry within 2 business days.