Shipping policy
All orders ship from our warehouse in the United States and are delivered by US carriers. Standard shipping is free to the 48 contiguous states and Washington DC, with delivery estimated at 3-7 business days. There is no customs clearance and no import duty on US orders. Please also read our warranty and return policies.
1. How long does delivery take?
Total delivery time is handling time + transit time, in business days, Monday to Friday.
- Standard (free, 48 contiguous states + DC): 2-4 business days handling + 1-3 business days transit = 3-7 business days.
- Express (paid, where shown at checkout): 1 business day handling + 1-2 business days transit = 2-3 business days.
Orders placed before 2:00 pm ET on a business day usually ship the same or the next business day. Orders placed later, at weekends or on US federal holidays ship on the next business day.
These are estimates, not guarantees. Carrier volume, weather and holiday closures can add a day or two - see question 10.
2. Can I change the items I ordered?
You can cancel any order free of charge before it ships. Email service@starole.com with your order number, or use the cancellation link in your order confirmation email. If the order has not shipped, we cancel it and refund you in full within 2 business days.
We cannot add items, change the configuration or change the quantity on an existing order. If you need a different configuration, cancel the original order before it ships and place a new one.
If the order has already shipped, it is governed by our Return Policy.
3. Can I change the delivery address after my package has shipped?
Once a package is with the carrier we cannot change the address from our side. Two options may still be available:
- Carrier hold or redirect: use your tracking number on the carrier's website to request a hold at a local facility or a delivery redirect, where the carrier offers it. Carrier fees apply.
- Delivery intercept: email us and we will ask the carrier for an intercept. We cannot guarantee the carrier will accept it, and any carrier fee is passed through at cost with your approval first.
Please check your address carefully at checkout. We are not responsible for delivery to an address entered incorrectly, but we will help you recover the package where we can.
4. What should I do if I received a different product?
Email service@starole.com within 7 calendar days of delivery with your order number and photos of what you received, including the label showing the model and serial number.
We confirm the error within 2 business days and send a prepaid return label. You choose a replacement or a full refund, and we pay shipping both ways.
5. I received the wrong or broken product. What do I do?
Email service@starole.com within 7 calendar days of delivery with:
- your order number;
- photos of the outer box, the inner packaging and the product;
- a short video if the fault is functional.
We reply within 1 business day and resolve it one of three ways: a replacement part, a replacement unit or a full refund. For confirmed transit damage or a defect we pay all shipping costs, and we charge no restocking fee.
You do not need to file the carrier claim yourself. We open the claim with the carrier - your photos are all we need.
6. Where do you ship from?
All orders ship from our warehouse in the United States. Your parcel is packed and dispatched domestically, so there is no customs clearance and no import duty.
Every device contains a lithium battery and travels under the carrier's battery rules, which does not change the delivery time for standard orders.
If an item is temporarily out of stock we tell you before you pay and give you the choice of waiting or cancelling for a full refund.
7. Do you deliver to my address?
We ship to the 48 contiguous US states and Washington DC.
We do not currently ship to Alaska, Hawaii, Puerto Rico or other US territories, to APO/FPO addresses, or outside the United States. The destination list at checkout is authoritative: if your address can be entered, we deliver there.
If you are outside our delivery area and want to order, email service@starole.com and we will tell you whether we can arrange it.
8. What does shipping cost?
Standard shipping is free to the 48 contiguous states and Washington DC. We do not add handling, packaging or fuel surcharges, and we never add a shipping charge after you have paid.
If an express option is available for your address, its price is shown at checkout before you pay.
9. Are taxes included?
US orders ship domestically, so there is no import duty and no customs brokerage fee.
Sales tax is calculated at checkout where we are required to collect it, based on your delivery address. The total shown before you pay already includes any applicable tax.
The price you see at checkout is the price you are charged for the product and shipping. We do not add duties, brokerage, handling or service fees afterwards.
10. What if my delivery is delayed?
Weather, carrier volume and federal holidays can add a day or two to the estimates above.
If tracking has not moved for 3 business days, email service@starole.com with your order number. We open a carrier trace the same business day, follow up until the parcel moves, and if it cannot be located we ship a replacement at no cost to you.
11. Where do I send a return?
Do not ship anything back before you have an RMA number. Returns sent without one are refused on arrival and returned to you at your cost.
Approved returns go to our US warehouse:
ARISEN TECH USA INC
Returns - RMA # required
189-32 45th Ave
Flushing, New York 11358
United States
Your RMA email tells you who pays return shipping. If the item is defective, damaged in transit or not what you ordered, we pay and send a prepaid label. If you changed your mind, you pay return shipping.
For low-value items and damaged accessories we may ask you to dispose of the item locally and will still issue your refund or replacement.
12. My parcel is lost, stolen or shows as delivered.
On orders of $500 or more we require a signature at delivery.
- Marked delivered but not received: email us within 7 calendar days. We open a carrier trace immediately and, if the carrier cannot locate the package, we ship a replacement at no cost to you.
- Stolen after confirmed delivery: we will help you file the carrier claim. Replacement in this case is at our discretion, acting reasonably, and we may ask for a police report.
- Delivered to the wrong address because the address entered at checkout was wrong: we cannot reimburse the order, but we will help you recover it where possible.
We do not ship on US federal holidays. Orders placed on those days are processed on the next business day.
Contact
Email: service@starole.com
US Service Hotline: (+1) 213-258-7490
ARISEN TECH USA INC, doing business as STAROLE
189-32 45th Ave, Flushing, New York 11358, United States