Shipping Policy

1. Shipping Overview

Hellstar Official Store ships to customers worldwide from our warehouses. We are committed to getting your order to you as quickly as possible while ensuring it is safely packaged and properly handled.

2. Order Processing Times

All orders go through a processing and quality verification stage before shipment. Please allow the following processing times before your order ships:

You will receive an email confirmation with your tracking number as soon as your order has been dispatched from our warehouse.

3. Estimated Delivery Times

Once your order has been processed and dispatched, estimated transit times by region are as follows:

These are estimated transit times and are not guaranteed. Actual delivery may vary depending on customs processing, carrier delays, remote locations, and other factors outside our control.

4. Shipping Rates

Shipping costs are calculated automatically at checkout based on your delivery destination and the weight of your order. You can see the exact shipping cost before completing your purchase.

5. Our Shipping Carriers

We work with trusted international carriers to deliver your order safely and on time:

• DHL Express — Primary international carrier for most countries
• FedEx — US domestic and international deliveries
• UPS — US domestic and select international routes
• USPS — US domestic economy shipping
• Aramex — Middle East and South Asia deliveries
• Local Postal Services — Final-mile delivery in some regions

The carrier used for your specific order will be determined at the time of dispatch based on your location and the most efficient available service. Your tracking confirmation email will identify which carrier is handling your shipment.

6. Order Tracking

Here is how tracking works after you place your order:

1. Order Confirmed: You receive an order confirmation email immediately after purchase with your order number.
2. Processing: Your order enters our processing queue. You will not have a tracking number yet during this stage.
3. Dispatched: Once your order ships, you receive a second email containing your tracking number and a link to track your package.
4. In Transit: Use your tracking number on the carrier's website or visit our Order Tracking page to monitor your shipment in real time.
5. Out for Delivery: Your package is with the local carrier for final delivery.
6. Delivered: Package delivered to your address. If you're not home, the carrier may leave a delivery notice or attempt re-delivery.

7. International Shipping & Customs

7.1 Customs Duties & Import Taxes

When ordering from outside the United States, your order may be subject to customs duties, import taxes, and VAT imposed by your country's government. These fees are:

• Not included in our product prices or shipping charges
• Your responsibility as the importer of record
• Determined by your country's customs authority — we have no control over these amounts
• Required to be paid before or upon delivery in most countries

7.2 Customs Delays

International orders may be held at customs for inspection. This is outside our control and we cannot predict or influence the duration of customs holds. Please factor in additional time for customs clearance, especially for orders to countries with stricter customs procedures.

7.3 Prohibited Countries

We are unable to ship to countries subject to international trade sanctions or where our carriers do not operate. If your country is not available at checkout, unfortunately we cannot fulfill your order at this time.

8. Shipping Address Policy

8.1 Accuracy of Address

Please ensure your shipping address is complete and accurate before placing your order. Hellstar is not responsible for orders that are delayed or undeliverable due to an incorrect, incomplete, or outdated shipping address provided by the customer.

8.2 Address Changes After Order Placement

Because we begin processing orders immediately after they are placed, we are generally unable to change the shipping address once an order has been confirmed. If you need to change your address, contact us immediately at support@hellstars-store.com — we will attempt to make changes if the order has not yet been dispatched, but this cannot be guaranteed.

8.3 PO Boxes

We can ship to PO Boxes for US domestic orders via USPS. However, international PO Box deliveries may not be possible with all carriers. We recommend using a physical street address for all international orders to avoid delivery issues.

8.4 Multiple Items / Split Shipments

If you order multiple items, they may ship from different warehouses and arrive in separate packages at different times. You will receive a separate tracking number for each shipment. You will not be charged additional shipping for split shipments.

9. Lost, Stolen & Damaged Packages

9.1 Lost Packages

If your tracking shows that your package is in transit but has not moved for more than 15 business days (domestic) or 25 business days (international), please contact us. We will open an investigation with the carrier on your behalf.

9.2 Packages Marked as Delivered

If your tracking shows "Delivered" but you have not received your package:

• Check around your property (front door, back door, mailbox, with neighbours)
• Check with your local post office or delivery depot
• Allow 24–48 hours as packages are sometimes marked delivered prematurely
• Contact us within 7 days of the marked delivery date if still not received

9.3 Damaged Packages

If your order arrives damaged:

• Take photos of the damaged packaging and product immediately
• Contact us within 48 hours of delivery at support@hellstars-store.com
• Include your order number and at least 3 clear photos

We will arrange a replacement or refund for verified damaged items.

9.4 Wrong Item Received

If you received the wrong item or wrong size, contact us within 7 days of delivery with:

• Your order number
• Photos of the item received
• Photos showing the size/label (chest, length, sleeve)

We will send the correct item at no additional cost once the issue is verified.

10. Returned-to-Sender Orders

Orders may be returned to sender for reasons including:

• Incorrect or incomplete shipping address
• Package unclaimed after delivery attempts
• Refusal to pay customs duties
• Recipient refused delivery

If your order is returned to us, we will contact you via email. You will have the following options:

• Reship: We can resend your order to a corrected address. Additional shipping charges will apply.
• Refund: We can issue a refund for the product cost only. Original shipping charges are non-refundable.

11. Delays & Force Majeure

While we make every effort to deliver your order within the estimated timeframes, delays can occur due to circumstances beyond our control. These include but are not limited to:

• Holiday seasons (November–January): Expect 2–5 additional business days for both processing and transit
• Natural disasters, extreme weather events, or pandemics
• Carrier disruptions or strikes
• Customs delays for international orders
• Public holidays in the origin or destination country
• New product drops or high-demand periods: Processing may take up to 7 business days

In cases of significant delay, we will proactively communicate with you via email. Hellstar is not liable for delays caused by factors outside our reasonable control, but we will always do our best to resolve any issues promptly.