Shipping policy

SHIPPING POLICY

Operator: Star Thing LLC d/b/a Kremage · kremage.com
Effective: September 19, 2026 · Version 2.0

1. Shipping Coverage

United States

Kremage ships to available United States destinations shown at checkout, including the 50 states and Washington, D.C. Where supported by the applicable Partner Brand and carrier, shipping may also be available to U.S. territories and military addresses.

International

Kremage also ships to selected international destinations that are enabled through Shopify Markets and supported by the applicable product, Partner Brand, shipping profile, carrier, customs rules, and destination.

International availability is product-specific. A country being enabled as a Kremage market does not guarantee that every product can be shipped there. Availability shown at checkout for the specific product and destination controls.

Some products may be unavailable for international shipment because of Partner Brand restrictions, carrier limitations, customs rules, import restrictions, product regulations, hazardous-material restrictions, or other destination-specific requirements.

2. Processing Times

Kremage sells products from multiple Partner Brands, including made-to-order, custom, specialty, limited-production, and Partner Brand-fulfilled goods. Processing times therefore vary by product and supplier.

Order processing may take up to 15 calendar days before shipment. Made-to-order items take longer: each one’s production time is shown on its product page (for example, about 5–8 weeks for made-to-order rugs), and that time applies instead.

Some items may process and ship sooner.

Processing time is separate from carrier transit time.

Processing may take longer in uncommon circumstances, including:

made-to-order production
custom or personalized production
Partner Brand production schedules
inventory reconciliation
payment verification
fraud or identity verification
address verification
holidays
high-volume periods
supplier delays
carrier disruptions
customs or regulatory review
weather or force majeure events
other circumstances outside Kremage's reasonable control

3. United States Delivery Timing

Domestic orders may ship as early as approximately 7 days after purchase, depending on the product and Partner Brand.

Total processing and delivery for United States orders may take up to 30 days or longer in uncommon circumstances, particularly for made-to-order, specialty, custom, oversized, freight, or limited-production items.

Any delivery or arrival estimate displayed on a product page, at checkout, in an order confirmation, or through a carrier is an estimate unless Kremage expressly states that the date is guaranteed.

4. International Delivery Timing

International processing and delivery times vary significantly by product, Partner Brand, destination, carrier, customs requirements, and local delivery conditions.

International orders may take 45 days or longer from purchase to delivery.

Longer delivery periods may occur because of:

made-to-order or specialty production
cross-border processing
customs clearance
import inspections
duties or tax processing
local carrier delays
destination-specific documentation
multiple Partner Brand fulfillments
weather
holidays
government or regulatory actions
incomplete customs or address information
carrier disruptions

International delivery estimates are not guaranteed unless Kremage expressly states otherwise.

Where applicable law gives a customer a mandatory right concerning delayed delivery or non-performance, that right remains unaffected.

If your order can’t ship within the time shown when you bought it, Kremage emails you before that time passes with a new estimated date and the option to cancel. If you cancel, or if an item can’t be shipped at all, Kremage refunds the full amount for it, including any shipping charged, to your original payment method within 7 business days.

5. Multi-Brand and Split Shipments

Kremage works with multiple Partner Brands that may fulfill products directly from different facilities.

If your order contains products from more than one Partner Brand, your order may:

ship in multiple packages
ship on different dates
arrive through different carriers
originate from different facilities or countries
receive separate tracking numbers

A partial shipment does not mean the remaining items have been cancelled.

Each package may have its own processing and delivery timeline.

6. Shipping Rates

Shipping rates are calculated and displayed at checkout based on the product, destination, Partner Brand, package size, weight, carrier, and shipping method.

Shipping charges may vary between products and destinations.

Where free shipping is offered, the offer applies only under the stated conditions and does not necessarily include:

expedited shipping
oversized shipping
freight delivery
special handling
customs charges
duties
taxes
brokerage
remote-area surcharges

7. Duties, Taxes, Customs, and Import Charges

International orders may be subject to import duties, taxes, VAT, GST, customs fees, brokerage charges, handling fees, or other destination-country charges.

Unless checkout expressly states that these amounts are prepaid or collected by Kremage, the customer may be responsible for paying them directly to the applicable carrier, customs authority, government agency, or other party.

Kremage does not control charges imposed by foreign governments, customs authorities, carriers, or brokers.

Customers are responsible for providing accurate information required for international delivery and, where legally permitted, for completing reasonable customs or import steps required to receive the shipment.

Where applicable law or checkout terms require Kremage to collect duties, taxes, or other charges in advance, those amounts will be shown at checkout.

8. Refused, Unclaimed, or Customs-Blocked Shipments

To the fullest extent permitted by law, refusing delivery, failing to claim a shipment, failing to respond to customs or carrier requests, or failing to complete required import formalities does not automatically create a right to a refund.

If a shipment is returned to Kremage or a Partner Brand because the customer:

refused delivery
provided an incomplete or incorrect address
failed to claim the shipment
failed to complete required customs steps
failed to pay duties or import charges for which the customer was responsible

Kremage may deduct actual non-refundable shipping, return-to-sender, brokerage, customs, carrier, storage, and related direct costs from any refund where permitted by applicable law.

Mandatory consumer rights remain unaffected.

9. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact afterglow@kremage.com immediately if you notice an address error.

Kremage cannot guarantee that an address can be changed after an order has entered fulfillment.

If a package is returned because of an incorrect or incomplete address supplied by the customer, reshipping may require payment of additional shipping costs.

Kremage is not responsible for losses caused by an incorrect customer-provided address to the extent permitted by law.

10. Order Verification and Fraud Prevention

To protect customers, Kremage, and our Partner Brands, some orders may be reviewed before fulfillment.

Kremage may use transaction information reasonably available through Shopify, Shopify Payments, payment providers, fraud-prevention tools, carriers, and order history, including:

billing and shipping information
AVS or CVV verification results
3-D Secure or other authentication results where available
payment method
IP and device information available through our commerce platform
order value
order velocity
customer/order history
destination
billing/shipping mismatches
fraud-risk indicators

Kremage may place an order on temporary hold for reasonable verification.

For higher-risk or higher-value orders, Kremage may request reasonable identity, address, or transaction verification, require signature delivery, or cancel and promptly refund an order that cannot reasonably be verified.

These measures are intended to prevent unauthorized transactions, account takeover, reshipping fraud, and other payment abuse. They do not remove any mandatory consumer right.

11. High-Value Shipments

Kremage may require:

signature confirmation
adult signature where appropriate
enhanced tracking
additional address verification
additional transaction verification

for high-value orders or orders presenting elevated fraud or delivery risk.

Kremage may require signature delivery even below a stated dollar amount where transaction-specific circumstances reasonably justify it.

Customers are responsible for ensuring that someone authorized to receive the shipment is available where signature delivery is required.

12. Tracking

Where tracking is available, Kremage will provide tracking information after the applicable Partner Brand or carrier creates the shipment.

Tracking information may take time to activate after a label is generated.

For multi-package or multi-brand orders, separate tracking numbers may be provided.

A shipping label being created does not necessarily mean that the carrier has physically received the package.

13. Delivery Confirmation

Kremage may retain tracking, carrier scans, delivery confirmations, signatures, delivery photographs, package information, and other fulfillment records where available.

A carrier record showing delivery to the shipping address provided at checkout is treated as evidence of delivery for ordinary fulfillment purposes, subject to mandatory consumer law and credible evidence of carrier error.

If tracking shows delivery but you cannot locate the package, contact afterglow@kremage.com promptly so Kremage can investigate.

Customers should also:

check all entrances and delivery areas
ask household members
ask building staff or reception
check parcel lockers
check with neighbors where appropriate
contact the carrier where requested

14. Lost, Missing, or Misdelivered Shipments

If tracking does not show delivery and the package appears lost, Kremage may investigate with the carrier or Partner Brand before issuing a remedy.

If a carrier confirms loss, Kremage will provide the appropriate remedy under our policies and applicable law.

If a package shows delivered but is alleged to be missing, Kremage may review:

tracking records
delivery GPS or location data where available
delivery photographs
signature records
carrier investigation results
shipping address
package weight
fulfillment records
customer communications

before determining the appropriate resolution.

15. Damaged Packages

If an order arrives visibly damaged, please photograph:

the shipping carton or mailer
the shipping label
internal packaging
the product
the damaged area

and contact afterglow@kremage.com promptly.

Please retain the product and packaging until Kremage confirms that they may be discarded, as the carrier or Partner Brand may require inspection.

For U.S. orders, shipping-damage reports should generally be submitted within 7 days of delivery where reasonably possible.

International customers retain any longer mandatory reporting or remedy periods provided by applicable law.

16. Product Availability and Supplier Restrictions

Kremage offers products from independent Partner Brands.

A product shown on kremage.com may become unavailable, restricted for a particular destination, discontinued, recalled, or unable to ship because of Partner Brand inventory, shipping limitations, import restrictions, carrier rules, regulatory restrictions, or other circumstances.

If Kremage cannot fulfill an item, Kremage may cancel the affected item and issue a refund to the original payment method.

Where possible, the remainder of the order may continue to be fulfilled separately.

17. Made-to-Order and Custom Products

Some products are manufactured, assembled, finished, or customized after the order is placed.

These products may require the full 15-day processing period or longer where clearly disclosed on the applicable product page or order confirmation.

A standard catalog item is not considered legally customized merely because it is manufactured after purchase.

Genuinely personalized, monogrammed, engraved, made-to-measure, commissioned, or made-to-specification products may be subject to special cancellation and return restrictions as described in the Return & Refund Policy and permitted by applicable law.

18. Expedited Shipping

Selecting an expedited shipping method generally affects carrier transit time after fulfillment and does not necessarily shorten production or order-processing time.

For example, a made-to-order item may still require production before an expedited carrier service begins.

Premium or expedited shipping charges are non-refundable to the fullest extent permitted by law, except where applicable law requires otherwise.

19. Delays Outside Kremage's Control

Kremage is not responsible for delays caused by circumstances outside our reasonable control, including:

severe weather
natural disasters
war or civil unrest
strikes
carrier network disruptions
customs delays
government actions
public-health emergencies
supplier production delays
port congestion
border delays
transportation interruptions
power or technology outages
incomplete customer information

except where applicable law provides otherwise.

20. Shipping and Payment Disputes

Customers are encouraged to contact Kremage promptly regarding a shipping concern so we can investigate and resolve legitimate issues.

If a payment dispute or chargeback is initiated concerning shipping or delivery, Kremage may provide relevant evidence to Shopify Payments, Stripe or another payment processor, digital-wallet providers, Visa, Mastercard, American Express, Discover or another card network, issuing/acquiring banks, carriers, insurers, or other authorized dispute participants.

Evidence may include:

the shipping policy in effect at purchase
checkout disclosures
stated processing and delivery estimates
customer acknowledgments
order information
shipping address
transaction and authentication records
tracking
carrier scans
delivery confirmation
signature records
package weight
fulfillment records
customer communications
refund or replacement records

Nothing in this section limits a legitimate cardholder or statutory dispute right.

21. Relationship to the Return & Refund Policy

Shipping and delivery issues are also subject to Kremage's Return & Refund Policy.

International final-sale rules, statutory cancellation rights, damaged/defective-item remedies, return-shipping responsibilities, and refund procedures are governed by the Return & Refund Policy.

Where this Shipping Policy conflicts with mandatory consumer law, mandatory law controls to the extent of the conflict.

22. Contact

Star Thing LLC d/b/a Kremage
afterglow@kremage.com
(718) 501-9424
Monday–Friday, 11:00 AM–8:00 PM Eastern Time

Mailing address for correspondence only:
447 Broadway
New York, NY 10013
United States

Do not send returns to this address. Contact Kremage first for the correct return facility.