Customer care policy

Shipping & Delivery

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

Preparation time

Physical orders are prepared within 10 business days. For personalized physical items, the preparation period begins after we receive all required personalization details. Preparation time is separate from transit time.

Delivery time and tracking

Estimated transit is within 10 business days after dispatch. 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 and European destinations available in Shopify checkout. Duties are prepaid through a DDP-compatible delivery service. 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 eligible physical merchandise before discounts and includes applicable tax; the $15 Memory Star does not contribute. 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.