FAQs
HOW CAN I CONTACT ASTCASS?
You can email us at info@astcass.com where our customer service team will get back to you swiftly and be happy to help you with whatever you need!
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) PayPal payments and Klarna payments.
HOW DO I RETURN AN ITEM?
ORDERS / SHIPPING:
CAN I CANCEL MY ORDER?
To cancel an order, please contact us using the same email address that you used to place the order, along with the order number, as soon as possible. If your order has not yet been shipped, we will immediately refund your payment. However, if your order has been shipped, we will refund your payment as soon as we have received the item/s back from you and have processed them at our warehouse.
WHEN WILL MY ORDER BE PROCESSED?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. Orders will be processed within 1-2 working days from the order date and shipped the following day. For example, if you order on Monday and the order is processed on Tuesday, your order should ship out on Wednesday or Thursday.
You will receive a confirmation e-mail with the tracking link once your order ships. Please allow up to 48 hours to receive this shipping confirmation e-mail.
We cannot be held accountable for any delays caused by the carrier.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Once you place your order, please allow 1-2 business days to process your orders. After that, it will take 2-5 business days for delivery.
MY TRACKING INFORMATION SHOWS MY PACKAGE WAS DELIVERED, BUT I HAVEN'T RECEIVED IT. WHAT SHALL I DO?
We're very sorry to hear that you haven't received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.
A. DOUBLE CHECK YOUR SHIPPING ADRESS
We recommend to double check the shipping address you entered to ensure it was correct.
Kindly note, in the instance that an incorrect shipping address was provided to us, astcass cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.
Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being "returned to sender". If this is the case, please contact us at info@astcass.com with your order number and we'll be happy to ship you another package to your intended address.
B. CHECK WITH YOUR HOUSEHOLD MEMBERS AND YOUR NEIGHBOURS
When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.
We also recommend to check with your neighbours to see if anyone has accepted the package for you.
C. CHECK YOUR MAILBOX AND ANY SAFE DROP AREAS AROUND THE PARAMETERS OF YOUR HOME
In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.
What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from the public by the individual delivering your package. Please check around your porch, near your garage, and any garden entrance to see if the package is there.
D. FOR BUSINESSES - CHECK WITH THE SECURITY GUARD, MAILROOM AND FRONT DESK
If your shipping address is to a business, there's a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.
E. FOR FLATS/SHARED ENTRANCES - CHECK WITH SECURITY OR FRONT DESK/CONCIERGE
In many instances for flats, the package will be delivered to a concierge or security if there is one. Please check with your building's front desk or management office to enquire if they have received your package. If no concierge, please check with neighbouring flats.
F. CONTACT YOUR LOCAL POST OFFICES
There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact your local post offices to enquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.
G. WAIT 24-48 HOURS FOR YOUUR PACKAGE TO DELIVER
On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.
If you have done all of the above and still do not have your package, please contact us at info@astcass.com with your order number and we'll be happy to help you further.
Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.
I THINK MY PACKAGE WAS LOST OR STOLEN. WHAT DO I DO NOW?
Astcass is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe, secure place at your delivery address.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE / DAMAGED / INCORRECT?
Contact us within 48 hours if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and work with you to quickly resolve the issue.
I AM HAVING TROUBLE ORDERING THROUGH MY PHONE.
Astcass is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache. If you continue to face problems, please send a screenshot of the error to us at info@astcass.com and we will assist you.
Payments:
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account. If you’ve done all of this and you still have not received your refund yet, please contact us at info@astcass.com
I RECENTLY PURCHASED AN ITEM ONLINE AND NOW ITS DISCOUNTED. CAN I GET THE DISCOUNTED PRICE?
Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.
WHAT STEPS DOES ASTCASS TAKE TO PREVENT CREDIT CARD FRAUD?
We have multiple security processes in place. For one, we will never save your credit card information at astcass. This remains the private property of the card holder at all times before, during, and after the product purchase. Also, all transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted by third party-payment processors.
In addition to processing all credit card sales via a fully secured and reputable third-party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data.
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.