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.
Shipping policy
SHIPPING POLICY
1. How Fulfillment Works
Kremage is a curated marketplace. Each item ships directly from its brand's own US warehouse. Orders containing items from multiple brands arrive as separate packages on different dates, and you receive individual tracking information by email for each shipment. A partial arrival means the rest of your order is on its way, not missing. The 30-day return window in our Return & Refund Policy runs per package, from that package's delivery date.
2. Processing Times (Before Shipping)
- Regular in-stock items: ship within up to 6 business days, unless otherwise noted on the product page.
- Made-to-order items (handcrafted or made on demand): ship within the production time stated on the product page — typically up to 15 business days, and up to 8 weeks for handcrafted rugs, furniture, and textiles. The figure on the product page governs.
- Custom and bespoke orders (made to your specifications): production timelines are stated on the product page or confirmed with you in writing before production begins; these vary by piece and brand.
3. Delivery Times (After Shipping)
- All products: typically 7–28 business days after shipping. Most US destinations arrive within 7–14 business days; Alaska, Hawaii, US territories, and APO/FPO/DPO addresses can take longer.
These are estimates, not guarantees. Delivery times may vary based on carrier, weather, and location.
In accordance with the FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), if we are unable to ship your order within the stated timeframe, we will notify you of the delay and give you the option to consent to a revised shipping date or cancel your order for a full and prompt refund.
4. Coverage — United States Only
Domestic. We ship to all 50 US states, Washington DC, US territories (Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands), and APO/FPO/DPO military addresses. Every brand ships from its US warehouse to your US address. Checkout may also list the Federated States of Micronesia, the Marshall Islands, and Palau (served by USPS); orders there are accepted only where the brand's carrier offers a rate at checkout.
International. Kremage does not ship outside the United States. Orders can only be placed for delivery to the US destinations listed above.
High-value orders. Orders of $1,000 or more may ship with a signature required on delivery. If you won't be available to sign, contact us before the order ships.
Order verification. To protect customers and brands, an order may be held for verification when the billing and shipping addresses differ, when payment security checks (AVS/CVV) do not match, when order velocity or value is unusual, or when our fraud analysis flags risk. We may ask you to confirm your identity or address before shipping, and we may cancel and promptly refund any order we cannot verify. For orders of $1,000 or more we may decline delivery to freight forwarders, reshippers, mail drops, hotels, or P.O. boxes, and may require a signature on delivery. Orders that would violate US sanctions or export laws are cancelled.
5. Freight Forwarders
Because we ship only to US addresses, using a US freight-forwarding service to re-export your order abroad is entirely at your own risk. Our responsibility ends at the US delivery address you provided: delivery to the forwarder completes your order, forwarded orders are final sale and are not eligible for returns, refunds, or claims once the package leaves the forwarder; damage claims are honored only if reported within 7 days of US delivery with photos taken before the package leaves the forwarder; and all duties, taxes, onward-shipping risk, and import-legality verification after US delivery are yours. Brand warranties are typically valid only within the United States. Full terms are in Section 9 of our Return & Refund Policy.
6. Address Accuracy & Corrections
Double-check your shipping address at checkout. If you spot an error, email afterglow@kremage.com immediately — we can correct the delivery address as long as your order has not shipped. Once a package is with the carrier, neither we nor the brand can alter it. Packages delivered to the address you provided are considered delivered. Packages refused or returned as undeliverable due to an address error you made are refunded less actual shipping costs incurred.
7. Cancellations
Email afterglow@kremage.com as soon as possible and we will request cancellation with the brand. If your order has not entered fulfillment, you receive a full refund including shipping within 3 business days of the confirmed cancellation. If it has already been processed or shipped, our Return & Refund Policy applies instead. Final-sale items cannot be cancelled once ordered; custom and made-to-order items cannot be cancelled once production begins.
Unavailable after ordering. Brand inventory updates continuously. If an item turns out to be unavailable after you order, we cancel that item and refund it in full, promptly; the rest of your order ships as normal. We do not backorder. Duplicate orders placed in error are cancelled and refunded if we hear from you before fulfillment; after that, the Return & Refund Policy applies.
8. Tracking, Delays & Lost Packages
You receive a shipping confirmation with tracking for each package. Tracking and delivery estimates come from the carrier and are not guaranteed; a tracking gap or carrier system message alone does not mean a package is lost.
If your order hasn't arrived: email afterglow@kremage.com with your order number. If tracking shows no movement and the package hasn't arrived within 7 business days after its expected delivery date, or the carrier confirms loss, we open an investigation with the carrier and the brand and then replace or refund your order. Please report a missing package within 30 days of the expected delivery date so the carrier's records are still available.
Stolen after delivery: packages the carrier marks delivered are considered delivered; theft after confirmed delivery is handled under Section 7 of our Return & Refund Policy (prompt report with a police report or carrier claim number → one-time goodwill review at our discretion).
9. Contact
Star Thing LLC · afterglow@kremage.com · (917) 920-5868 · Monday–Friday, 11am–8pm ET · response within 24 hours.