Star Thing LLC · Kremage · Legal
Published policies for KREMAGE. These are the terms and commitments that govern your use of this store. Short where it can be, specific where it must be.
Contact information
CONTACT US
1. How to Reach Us
Whether you need help with an order, have a question about a product, want to start a return, or have a legal inquiry — use the channels below.
2. Official Support Channels
For all order inquiries, returns, refunds, and legal matters, use these official channels. This ensures a documented record for your protection and ours.
Email (Primary): afterglow@kremage.com
- General inquiries: Subject line "Order Help [your Order #]"
- Returns: Subject line "Return Request [your Order #]" — this is the required first step for every return; we reply with your RMA and the correct return address within 1 business day
- Damaged, wrong, or missing items: Subject line "Damaged Item [your Order #]" — include photos of the item, the packaging, and the shipping label
- Defective products: Subject line "Defective Item [your Order #]" — include photos or video of the issue; defects are covered for the full 30-day window
- Stolen after delivery: Subject line "Stolen Package [your Order #]" — include your police report or carrier claim number for a goodwill review
- Custom orders: Subject line "Custom Order [your Order #]" — spec questions, production status, or approval confirmations
- Cancellations: Subject line "Cancel Order [your Order #]"
- Legal or privacy: Subject line "Legal Inquiry" or "Privacy Request"
Phone: (917) 920-5868
If our team is assisting other customers, please leave a voicemail with your name and Order Number. We do not offer support via text or SMS on this line. Voicemails are returned within 1 business day.
Hours: Monday – Friday, 11:00 AM – 8:00 PM Eastern Time (ET). Closed on US federal holidays.
Response times: General support, returns, cancellations, and damage/defect claims: within 24 hours (typically same day during US business hours). Privacy and legal requests: within the timeframes in Section 6.
3. Before You Contact Us
To help us resolve your issue as quickly as possible, please have ready: your Order Number (in your order confirmation email); the email address used at checkout; for damaged items, photos of the damage, the item, and the shipping box; for missing packages, your tracking number and any carrier case numbers; for stolen-package reviews, your police report or carrier claim number.
4. What We Can Help With
Order status and tracking · returns and refunds (including your one-time free return label) · damaged, defective, wrong, or missing items · order cancellations (before fulfillment; custom orders before production begins) · custom and bespoke order specifications and status · product questions (sizing, materials, availability) · billing and payment questions · unrecognized charges (charges appear as "KREMAGE" or a variant containing "KREMAGE") · account issues · privacy and data rights requests · accessibility issues · DMCA and intellectual property matters.
We ship within the United States only — all 50 states, DC, US territories, and APO/FPO/DPO military addresses. We do not ship to destinations outside the United States. Shipping destinations are covered in Section 9 of our Return & Refund Policy. If you have an order delivered to a US freight forwarder and it is then re-exported, our responsibility ends at the US delivery address, and the order is not eligible for returns or claims after that point.
5. Dispute Resolution
Please contact us before contacting your bank.
If you have any issue with your order — wrong item, missing package, billing question, quality concern — email afterglow@kremage.com first. We respond within 24 hours and resolve most issues same day. A refund from us posts within 3 business days for a cancellation before fulfillment, and within 10 business days of your return reaching the warehouse; your bank may take a few more days to show it. A chargeback through your bank takes 30–90 days.
By using our Site, you agree to the dispute resolution process in Section 15 of our Terms of Service:
- Email afterglow@kremage.com with details of the issue.
- Allow 30 calendar days for good-faith resolution.
- US customers: If unresolved, disputes are subject to binding individual arbitration in the State of Florida under the AAA Consumer Arbitration Rules. Star Thing LLC pays all arbitration fees and costs beyond the initial consumer filing fee, as required by AAA Consumer Arbitration Rules. The class-action waiver in our Terms of Service applies. You may opt out of arbitration within 30 days of first accepting the Terms — see Terms of Service Section 15.5.
Consumer-protected jurisdictions: The binding arbitration and class-action waiver do not apply to the extent they conflict with mandatory consumer protection law in your country of residence; you retain the right to bring claims before the competent courts of your country. You may also lodge a complaint with your data protection or consumer protection authority at any time — see the Privacy Policy and Section 6 below.
6. Privacy & Data Rights
To exercise your privacy rights under any applicable law — including the CCPA/CPRA (California), Florida FDBR, other US state privacy laws (Virginia CDPA, Colorado CPA, Connecticut CTDPA, Texas TDPSA, Oregon OCPA, Delaware DPDPA, Utah UCPA, Montana MCDPA, Iowa ICDPA), GDPR (EU), UK GDPR, PIPEDA (Canada), and the Australian Privacy Principles:
Email: afterglow@kremage.com · Subject line: "Privacy Request". We verify your identity (via email confirmation to your order email address) before processing.
Response times: US — within 45 calendar days (extendable by 45 with notice). EU/UK (GDPR / UK GDPR) — within one month (extendable by two for complex requests, with notice). Canada (PIPEDA) and Australia — within 30 days. You may designate an authorized agent with written proof of authorization.
Your rights include: know/access, correction, deletion, portability, restriction, objection (including direct marketing), limiting sensitive information, opting out of sale or sharing, withdrawing consent, and lodging a complaint with a supervisory authority. We do not sell or share your personal data, and we honor Global Privacy Control (GPC) signals. Full details in our Privacy Policy.
Right to lodge a complaint: US — California Privacy Protection Agency, your state attorney general, or the FTC. EU — your national Data Protection Authority. UK — the ICO (ico.org.uk). Canada — the OPC (priv.gc.ca). Australia — the OAIC (oaic.gov.au).
7. Mailing Address
Star Thing LLC · 447 Broadway · New York, NY 10013
DO NOT SHIP RETURNS TO THIS ADDRESS. It accepts legal correspondence and documentation only. Packages sent here will be refused and returned to sender, and we are not liable for items lost because they were shipped to the wrong address. To return an item, email afterglow@kremage.com to receive an RMA and the correct facility address.
8. Accessibility
We are committed to making kremage.com accessible to all users and to conformance with WCAG 2.1 Level AA. If you encounter an accessibility barrier, email afterglow@kremage.com with subject line "Accessibility Issue," describing the issue and the page where you encountered it. We will work to resolve it promptly.
9. Product Safety Concerns
Email afterglow@kremage.com, subject line "Product Safety Concern [Order # if applicable]."
Kremage is a curated marketplace: products sold by Partner Brands are manufactured, labeled, and shipped by those brands, and Star Thing LLC does not independently test, certify, or inspect Partner Brand products. We escalate every safety concern to the responsible brand within 24 hours and follow up with you.
If you believe a product presents an immediate safety hazard, you may also report it directly to the US Consumer Product Safety Commission at SaferProducts.gov or (800) 638-2772.
10. Communication Policy
All communications with Star Thing LLC may be recorded or monitored for quality assurance, training, and legal compliance purposes.
We maintain a zero-tolerance policy for harassment, threats, or abusive language toward our team. We reserve the right to terminate communication and refuse service to anyone who violates this policy.
For your security: we will never ask for your full credit card number, CVV, or password by email or phone. If you receive a message requesting this information claiming to be from Kremage, do not respond — it is not from us.
11. Social Media
Kremage maintains official accounts on the following platforms. On Instagram and Threads the handle is @kremage.portal because @kremage was not available there; every account listed below belongs to Star Thing LLC, and all are official.
X (Twitter): @kremage · TikTok: @kremage · Pinterest: @kremage · Facebook: the Kremage page (facebook.com/profile.php?id=61589884011339) · Instagram: @kremage.portal · Threads: @kremage.portal
If you encounter an account on any platform that appears to represent Kremage but is not listed above, notify us at afterglow@kremage.com with a link so we can verify or report it. Impersonating Kremage on social media violates our intellectual property rights and will be reported to the platform.
Social media channels are for community, content, and announcements only. Support matters — refunds, returns, account changes, privacy requests — are processed only through email or phone, never social media DMs or comments. Do not post Order Numbers, personal data, or payment details in public posts, comments, or DMs.
By using kremage.com, you acknowledge that you have read and understood this Contact Policy.