Discount codes don't stack. If you already use the 10% discount, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.

If an order was placed and processed successfully, you should have received an automated order confirmation via e-mail. Please check your Spam/Junk mailbox again if you do not see any email in your inbox.

If you checked your Spam/Junk mailbox and still did not receive the confirmation e-mail, we recommend you toContact Us so we may investigate this for you.

You will have within 03 hours after placing an order to cancel your order.
Please include your order ID and a reason for your cancellation as we’re always looking to improve.

To cancel an order, please contact our support team viaContact Us.

After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.

If the shipping address on your order is incorrect, please get in touch with our support team as soon as possible so that we can make our best effort to request a shipping address change with our fulfillment center. Please request the option "Modify my order detail" viaContact Us. Please keep in mind, you can change the shipping address within 12 hours of placing the order.

The billing address cannot be changed once the order is put in. Please rest assured that as long as the shipping address is correct, the order will be delivered to you.

Freeshipping 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 logde a ticket via email Support@pawsionate.com or via the Help button. We will look further into the issue and get back to you in a timely manner.

We connect with many vendors across the U.S., so depending on the locality as well as the vendor's choice, different carriers will be used. For example, USPS carrier has more facilities and resources in a certain state, then the vendor of that state will choose to use USPS for the fastest and most convenient delivery. In general, there will be many reasons to decide which carrier to use and cannot be chosen by the customer.

You can track your order shipping status here: You can either track your order information with your email + the full name under the order or the tracking number of the order. Please note that tracking information will only show up once the order is shipped out. If it hadn't been shipped yet, the page will likely to be blank. But no worries, your order will be on its way soon! If no new updates are shown after awhile, you are encouraged to contact our Support team by hitting the Help button at the bottom right corner or via email support@memoriastella.com. 

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 ushereand 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.

All items at MemoriaStella are made after customers place orders so we cannot accept returns when the customers suddenly have a change of mind upon receipt. MemoriaStella, however, do stand behind our products and will offer reprints if the products are indeed defective, wrong or damaged. You only need to lodge a ticket with well-focused photos of the product(s) and we will review the claim immediately.

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. 

An email asking you for your feedback will be sent to your email inbox after the order is delivered so you are free to let us know how you feel of the product quality, the customer service and your experience overall. Or you can just visit the Product page, hit the Write a review button and let us know what you think. We hope you had a great time shopping at MemoriaStella :)

Our PayPal account is linked to HongKong as our Headquarter is based in HongKong. This makes your transaction with us transnational and a minimal fee will be charged to the buyer's account. We understand that this is bothersome and hope for your understanding. You can find out more about us here
You may consider paying directly with your Credit Card (Visa, Master card, Amex) instead of PayPal. By doing so, you will be free from the international fee mentioned.

Your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.

You may try using a different browser, switching to Incognito mode or changing to another device even. If none of these works, our support team would be ready to assist you. Please Contact us here. It does also help if you can attach a capture photo of the screen when the issue occurs.