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 up to 15 business days. Made-to-order status and the exact processing time are noted on the product page.
- 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)
- KREMAGE products: typically 7–14 business days.
- Partner Brand products: typically 7–28 business days.
- International orders: transit times vary widely by destination and are extended by customs clearance in the destination country; where an estimate is available it is shown at checkout.
These are estimates, not guarantees. Delivery times may vary based on carrier, weather, customs, 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 — US & International
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.
International. We also ship to select countries outside the US. Availability is set per brand — each brand ships from its US warehouse to its own list of destination countries, so which countries are available depends on the items in your cart. Eligible destinations and the exact shipping cost are shown at checkout before you pay; if a destination isn't offered for an item, that brand does not ship there.
Duties, taxes & customs. For international orders, all import duties, customs charges, taxes, brokerage, and any other fees imposed by the destination country are your responsibility. They are billed separately by the carrier or the customs authority, are not included in the shipping charge shown at checkout, and are non-refundable. Kremage cannot calculate, prepay, or reimburse them, and is not responsible for customs delays, inspections, or seizures. Please check your own country's import rules before ordering — some brands, materials, or products may not be importable to every destination.
Returns on international orders. Our Return & Refund Policy covers deliveries within the United States and does not automatically extend to orders delivered abroad. If you need to return an international order or something arrived damaged, defective, or wrong, email afterglow@kremage.com first — we review international returns, refunds, and "if we got it wrong" claims case by case and will tell you what's possible for your item and destination before you ship anything back. Where a return or refund is possible, international return shipping, duties, and any refused- or abandoned-parcel costs are the customer's responsibility unless we agree otherwise in writing.
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.
5. Freight Forwarders
If you ship your order to a US freight-forwarding service for onward delivery to a destination we don't serve directly, you do so entirely at your own risk. Delivery to the forwarder completes your order; forwarded orders are final sale; 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. Domestic packages refused or returned as undeliverable due to an address error you made are refunded less actual shipping costs incurred; on international orders, refused, undeliverable, or unclaimed parcels and any duties, return freight, or abandonment costs are the customer's responsibility.
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.
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. International shipments commonly pause in customs — a customs hold is not a lost package.
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 (longer for international shipments held in customs), 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.