Customer care policy

Shipping & Delivery

Preparation, destinations, tracking, charges, duties, and digital delivery—explained before purchase.

Preparation time

Preparation is included in the total delivery estimate. For personalized physical items, the delivery estimate begins after we receive all required personalization details. If required information is missing or clarification is needed, the order timeline may be paused until the customer responds.

Delivery time and tracking

The estimated total time from order confirmation to delivery is 5–10 business days, including preparation and transit. Tracking is provided when available from the shipping partner. Carrier, customs, weather, destination, and peak-season conditions can affect actual delivery. If tracking does not progress as expected, contact customer care.

Destinations and duties

ARCSTELA currently serves the United States, Canada, Australia, New Zealand, Japan, South Korea, Singapore, the United Kingdom, and the European destinations available in Shopify checkout. Supported physical orders are sent Delivered Duty Paid (DDP): ARCSTELA prepays applicable import duties, import taxes, and customs-clearance charges through its delivery partner, so customers should not be charged these amounts at delivery. The checkout destination selector is the final confirmation that a country or region is currently supported.

Shipping charges and order benefit

Standard shipping for eligible physical orders below the benefit threshold is USD $10. A qualifying physical-product order of $50 or more unlocks complimentary shipping and one Memory Star. The threshold is calculated from the eligible physical-merchandise subtotal before discounts and excludes shipping, taxes, and the separately purchased $15 Memory Star. Final eligibility, discounts, and charges are shown in the Shopify cart and checkout before payment.

Digital delivery

The Star We Keep is a digital product delivered by email as a high-resolution PNG and PDF within 48 hours. It does not require a shipping address and has no shipping fee. If delivery is interrupted, contact hello@arcstela.com with your order number.