policies & terms
by placing an order with stars + lunatics, you are agreeing to our terms and policies.
days of operation
stars + lunatics operates monday through friday. the following holidays & dates are observed:
- new year: dec 31st - jan 1st
- memorial day
- independence day
- labor day
- veterans day
- thanksgiving day, as well as thanksgiving eve
- christmas: dec 24th - dec 26th
- familial birthdays: jan 8th and 15th, may 7th, sep 10th, october 1st, 13th, & 30th, nov 28th
all transactions are processed online only, and via paypal. a paypal account is not necessary to complete checkout, but a credit/debit card or bank account/echeck is required.
orders are processed generally in about 1-3 business days and on a first come, first served basis. if you need an order rushed, email us and we will do our best to get your order out quickly. please keep in mind that processing time does not include shipping time. for large jar orders [10+] please allow an extra day or two for processing. during any sale, processing time can increase slightly, usually to no more than 3-5 business days. updates on processing time are usually posted to our instagram account.
orders made via echeck will not process until payment has cleared.
once your order has completed processing, you will receive tracking info via email from paypal. be sure to check any junk/bulk mail folders for tracking info.
currently, shipping is only available within the u.s. as of 5.21.13, payments will be accepted from non-u.s. currency holders and paypal account holders, but you must still provide a u.s. shipping address. at this time, this is the only type of international order that will be accepted.
orders are shipped out of fresno, california and can take about 2-5 business days to arrive. please keep in mind business days are monday through friday.
every effort is made to ensure your package arrives safely, but we cannot be held responsible for lost or damaged items. if an order was delivered to an incorrect address due to company error, we will gladly refund the full order total or reship to the correct address should you so choose. please note: the customer is responsible for providing the correct mailing address at order checkout. refunds or reships will not be available due to customer error. please review all shipping info carefully before completing checkout. if the wrong shipping address was provided please email us immediately so that we may correct the issue. once the order has been delivered to the usps, we are unable to change the destination address.
to protect against damaged or lost packages, we highly recommend the purchase of insurance via our shipping extras page. orders with a subtotal of $20.00 or more receive complimentary shipping insurance.
for orders totaling more than $50.00, we will include complimentary signature confirmation. if your subtotal is below $50.00 you may purchase signature confirmation, also via our shipping extras page.
should we send you the wrong item, or if we leave something out, please notify us within 48 hours of shipment receipt. we will send you the correct item as soon as possible, free of charge.
all orders under $40 are charged a flat shipping fee of $3. orders over $40 receive free shipping.
further helpful info regarding shipping times
▪ weather can impact delivery time, even if your city has not been badly affected. unfortunately, that is something siren cosmetics, and even the usps, cannot control. so if your tracking info has not updated since departure from california, don’t worry :] that usually means that your package is still on its way to you! it just hasn't hit another post office since california departure, and that is usually why info has not updated. if it doesn't scan, tracking can’t update. and just because it hasn't updated since california departure, or it doesn't deliver on the expected delivery date, doesn't mean your package is lost, because...
▪ the expected delivery date provided by the usps is not a guarantee your order will arrive on that day. give it an extra business day or two, and if tracking info still does not update, we would be more than happy to help in locating your order!
▪ check your mailbox upon delivery confirmation! if your order was largely samples, or just a few jars, it will arrive in a small mailer that is often placed into your mailbox.
▪ if your tracking info NEVER updates from the point of label generation, or your tracking info confirms delivery and you still have not received your order, then it is very likely there is an issue and it is time to open an investigation with the usps.
▪ it is much appreciated, if opening a case with paypal would be considered by all customers as a last resort. if you have a question, if your order doesn't arrive as soon as you'd like it to, email us first. give us the opportunity to help you or make it right before escalating to paypal.
▪ please, please, please, please, be sure your shipping address is correct! we really cannot stress enough how important this is! there are many opportunities before your order ships to confirm/change delivery address. 1. upon info input via our website. 2. upon info input via paypal. 3. upon order placement you can review an email each from our website and paypal that lists your order and shipping info. once your order has been delivered to the post office, it is not possible to change your shipping address. but we can and are happy to change it for you BEFORE it ships
▪ we understand, as a customer you prefer to enjoy your purchase as soon as possible! but often times, a little extra patience is all that is needed. ❤ ❤ ❤ ❤
returns, & exchanges
because of possible sanitary concerns, stars + lunatics cannot accept returns or exchanges. we offer samples for all of our products, so if you are not sure an item is right for you, we recommend purchasing a sample before a full size jar.
if for any reason you need to cancel your order, you may do so within 24 hours of order placement. cancelled orders are subject to a 10% re-stocking fee. shipped orders cannot be cancelled.
use of complimentary items included in an order not branded by stars + lunatics should be used at the customer's discretion.
any personal information collected by stars + lunatics is for order fulfillment only, and will never be shared with any other party.
no financial information is collected by stars + lunatics at any time. any payment information is collected and retained by paypal in accordance with their policies. if you have any issues regarding billing info, it is advised that you contact your financial institution or paypal, accordingly.
promos & blog/mua product review inquiries
as of march 2015, we are not at liberty to send complimentary items for review or promotion to individuals, however; we are always open to collaborating on giveaways/contests with supporting artists via instagram.
all correspondence may be directed to firstname.lastname@example.org.
when inquiring on a pending or shipped order, please include as much information as possible, i.e., order #, name used at checkout, email used at checkout, & shipping address. this will help us help you much faster :]
order info will never be discussed via any social media accounts in order to ensure customer privacy.
complete customer satisfaction is always our #1 goal. our policy is designed to protect the customer as well as the company. if there are any special circumstances in which leniency can be afforded for the sake of providing you a higher satisfaction level, we will be more than happy to attempt to work out any issues that fall out of policy allowances. though it is stressed that any issues be brought to the company's attention immediately. in general, any one-time courtesies that might be extended would be available within 1 calendar week of scheduled/confirmed order delivery. courtesies cannot be extended when one or more weeks/months have lapsed from the initial date of the issue.
policies may change without notice. last updated 4.16.16