AFQs

Free shipping policy may change from time to time so we can't give a definite answer. On the other hand, the free-shipping threshold should be seen at the top bar of our webpage so please check it out from time to time.

The tracking number should be sent to you via email as soon as the order is ready to ship. If you don't see new updates in the tracking for a while (14 days), please feel free to log a ticket via email support@memoriastella.com or via the Help button. We will look further into the issue and get back to you in a timely manner.

If the tracking information for your order hasn’t been updated in several days. Here are some reasons behind tracking information may not be updated:
- Holiday Rush
- Delay on the part of the carrier
- Weather Conditions
- Packages are not scanned at intermediary stops
So it looks like nothing is happening. Other times, it's just the carrier running behind. It happens from time to time so we sincerely hope for your understanding and patience. If the lack of updates drag on for more than 2 weeks, please feel free to logde a ticket via Contact Us. We will look further into the issue and get back to you in a timely manner.

Different lines of products may be fulfilled in different locations so split packages are not unusual. The tracking links corresponding to each package should be sent to you as soon as the packages are shipped out so no worries. However, if the emails indicate that all items have been delivered but certain item(s) are missing, please feel free to logde a ticket via email support@memoriastella.com or via the Help button at the bottom right corner. We will look further into the issue and get back to you in a timely manner.

Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. You may also need to check with your neighbors and family members in case they have misplaced the package. If none of the above works and the order still doesn't show up after several days, please contact our Support team via the Help button at the bottom right corner for more assistance.

Packages are usually returned to the sender when the address given is insufficient (wrong or doesn't have secondary address such as apartment number if the customer resides in an apartment building, etc.) or when the customer is absent during several delivery attempts. If it's due to the former, we regret to inform you that you will not be eligible for our after-sale policy. Please contact our Support team if you wish for a paid reprint or a detailed analysis on the issue. If it's the latter, please kindly contact the local Post Office to see if the package is still stored there. If not, you may contact us here and our agent will look into this for you.

Signature on delivery services usually apply for high value package goods and come with an additional fees. If we only sign up for the standard shipping option from our carriers, this service will not be included.

Packages might arrive empty due to a manufacturing error or packages get damaged during transit and the contents spill out. If this occurs to you, please report the problem to us with photo of the shipping label,and the empty package, we will try our best to have it sorted out for you.

Sometimes items are split-shipped because they are manufactured in different facilites. You should be notified about this via emails. However, if the emails indicate that all have been delivered and you are certain some items are missing, please don't hesitate to Contact us here  and bring your concerns to our attention.

If you had received a defective/damage product, please lodge a ticket with well-focused photos of the shipping label(s) and the product(s) via the Help button at the bottom right corner and we will review the claim immediately.

If a replacement is confirmed by our agents to be in the making, please rest assured that the production time should be the same with the original item. If it's been a while and you still haven't received the reprint, kindly Contact ushere.