Shipping policy
Last updated: August 5, 2026
Introduction
This Shipping Policy explains how AURESTAR processes, ships, and delivers orders.
1. Order Processing Time
Most in-stock orders are processed within 3–7 business days after the order is placed and payment is confirmed.
Processing time does not include weekends, public holidays, or carrier transit time.
Some products may require additional processing time, including:
- Hand-painted artwork
- Handmade or handcrafted products
- Made-to-order items
- Custom or personalized items
- Meditation sets or bundles containing multiple components
- Pre-order items
If a product requires a longer processing time, we will make reasonable efforts to provide that information on the product page or by email.
If we cannot ship an order within the stated or estimated timeframe, we may contact you with an updated shipping estimate or offer another appropriate resolution as required by applicable law.
2. Estimated Delivery Time
Estimated delivery time depends on the shipping destination, shipping method, customs clearance, and carrier conditions.
Standard delivery may take approximately 7–15 business days after shipment, depending on the destination.
Delivery estimates are not guaranteed unless expressly stated at checkout.
3. Shipping Rates
Shipping rates, if applicable, will be calculated and displayed at checkout.
AURESTAR may offer free shipping promotions from time to time. Free shipping eligibility, thresholds, and available regions will be shown at checkout when applicable.
4. International Shipping
We may ship to customers in different countries or regions, subject to carrier availability and product restrictions.
International orders may be subject to customs duties, import taxes, brokerage fees, VAT, or other local charges. These charges are the responsibility of the customer unless otherwise stated at checkout.
AURESTAR is not responsible for delays caused by customs clearance, local import procedures, carrier disruptions, or incorrect customs information provided by the customer.
5. Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
AURESTAR is not responsible for delayed, lost, or returned packages caused by:
- Incorrect address
- Missing apartment, unit, or suite number
- Incorrect postal code
- Unavailable recipient
- Refusal of delivery
- Failure to collect the package
- Address changes requested after shipment
If a package is returned to us due to an incorrect or incomplete address, the customer may be responsible for reshipping costs.
6. Order Tracking
Once your order ships, we may provide a tracking number by email where tracking is available.
Tracking information may take time to update after the carrier receives the package.
7. Split Shipments
If your order contains multiple items, meditation sets, handmade items, or products shipped from different locations, your order may arrive in separate packages.
You will not be charged extra shipping fees for split shipments unless otherwise stated at checkout.
8. Lost or Delayed Packages
If your tracking information shows that your package is delayed, please allow additional time for carrier updates.
If your package appears lost, contact us at: support@aurestar.net
We will review the issue and may assist with a carrier claim where applicable.
AURESTAR is not responsible for packages marked as delivered by the carrier but reported missing, stolen, or misplaced after delivery. However, we will review each case and assist where reasonably possible.
9. Damaged Packages
If your package arrives damaged, please contact us within 7 days of delivery at: support@aurestar.net
Please include:
- Your order number
- Photos of the damaged product
- Photos of the outer packaging
- Photos of the shipping label
- Photos of protective packaging materials
Please keep all packaging materials until the issue is resolved.
10. Product Restrictions
Some future AURESTAR products, such as incense, aroma products, oils, lighting products, or natural material items, may be subject to regional shipping restrictions.
If an item cannot be shipped to your location, we may contact you to modify or cancel the order.
11. Contact Us
For shipping questions, contact us at:
AUREN STAR LIMITED
Hong Kong
Email: support@aurestar.net