FAQs

Please send your inquiries to store.cs@yostar.app. Upon receipt, we will respond to your email within 2-3 business days in English.

We accept major credit cards (Visa, MasterCard, American Express) and PayPal.

Please send your request to store.cs@yostar.app, and we will respond to you within 3-5 business days.

Orders will be processed within 15 business days after we receive your order confirmation. Once your package ships, you will receive an email notification. Please note that pre-order items will be dispatched according to the estimated shipping date stated in the product description.

Yes, you can choose from our available shipping options at checkout, with fees clearly displayed.

Your shipping cost is generally determined by your delivery location, weight, and size of the parcels. The shipping companies we work with at present include China Post-EMS/ePacket, FedEx, DHL and UPS. We will automatically select the most suitable shipping company for your delivery. In some circumstances, we may use any other shipping company unmentioned in this Shipping Policy.

Once your order ships, you will receive an email with a tracking number and a link.

We can assist with the cancellation before it ships. Please contact us as soon as possible.

If you haven't received the "Shipment Confirmation" email yet, please email us at store.cs@yostar.app with the following information.

Name:

Order number:

Shipping address:

Apartment, suite, etc.:

City:

Country, Region/State:

ZIP code:

Phone number:

The parcels have a weight limit of 8kg per package. If the weight of your shopping cart exceeds 8kg, a notification will appear at checkout indicating that delivery is not supported. In this situation, please split your items into multiple orders.

The "delivered" status in the shipping confirmation only indicates that the package has been dispatched, not necessarily that you've received it. We recommend using the tracking number provided in your email to check the actual status of your package.

If the carrier officially declares your package lost, please provide us with relevant documentation, including the tracking number and carrier confirmation. We will assist with further processing.

If your package is returned due to customs, wrong address, refusal, etc., please contact us as soon as possible. We're here to help and will provide a suitable solution for you.

If you received a wrong or damaged item, you don't need to process a return; instead, please refer to 'Received wrong item' or 'Received damaged or defective item' FAQ sections.

For returns, please contact us within 10 days of when you received your order. Only the cost of the item is refundable, shipping costs excluded. You will need to pay the shipping costs for your return.

Once the returned item is received and inspected, your refund will be processed within 3-5 business days to your original payment method. The exact posting time depends on your bank's processing speed.

If the item you received does not match your order, please contact our customer service at store.cs@yostar.app with a description of the issue and clear photos of the shipping box, packing list, and the items you received. Once verified, we will send you the correct items promptly.

If you receive a damaged or defective item, please contact our customer service at store.cs@yostar.app with a description of the issue and clear photos of the shipping box, packing list, and the items you received. Once verified, we will send you a replacement item promptly.

Please note that items damaged due to misuse or intentional actions are not eligible for replacement.

For detailed guidance on U.S. customs duties and taxes, please refer to our ANNOUNCEMENT page.