Shipping and Returns
Shipping
Processing Time
Orders typically process within 48 hours (excluding weekends and holidays). During launches, promotions, or high volume periods, processing may take longer, up to 4 business days.
Shipping Time
Shipping times vary by location and carrier. Estimated delivery windows shown at checkout are estimates, not guarantees.
Order Tracking
Once your order ships, you’ll receive a confirmation email with tracking. Tracking can take 24–48 hours to update after the label is created.
Address Accuracy
You are responsible for entering a correct shipping address. If an order is returned due to an incorrect or incomplete address, you may be responsible for reshipping costs.
Lost, Stolen, or Missing Packages
If your package is delayed, missing, or marked “delivered” but not received, contact us at support@tryastrand.com with your order number.
To help us resolve issues quickly, we may request:
confirmation of your shipping address
carrier tracking details
a brief written statement of non-receipt
a police report for high-value claims (only when necessary)
Important: We can only assist with delivery issues reported within [14 days] of the carrier marking the package as delivered (or within [30 days] of shipment if tracking never shows delivery), unless required by law.
Damaged in Transit
If your order arrives damaged (crushed box, leaking bottles, broken seal, compromised product), email support@tryastrand.com within 7 days of delivery and include:
order number
clear photos of the damage
photos of the shipping box and label
We’ll review and, if verified, provide a replacement, store credit, or refund depending on the situation.
Returns & Refunds
All Sale/Discount Items Are Final Sale
All discounted or sale items are final sale and not eligible for return or refund, except for verified issues listed below.
Health & Safety Policy (Opened Products)
For safety and quality control reasons, we do not accept returns of opened, used, or tampered supplement products.
When We Will Make It Right (Including Final Sale Items)
We will support verified issues such as:
Damaged or defective items on arrival (including broken seal or compromised bottle)
Wrong item received
Order not received (confirmed lost in transit after review)
How to Request a Replacement or Refund Review
To be eligible, you must contact us at support@tryastrand.com within the timeframes below and include required information:
Timeframes
Damaged/defective/wrong item: within 14 days of delivery
Not received: within 14 days of “delivered” status
Required info
order number
full name and shipping zip code
photos of the product and packaging (for damage/wrong item)
brief description of the issue
Approved Remedies
If your claim is verified, we may offer one of the following:
replacement shipment
store credit
refund to the original payment method
The remedy depends on the issue, inventory availability, and fraud-prevention checks.
Non-Returnable / Non-Refundable
Except where required by law, we do not offer returns or refunds for:
opened or used products
final sale items without a verified issue
issues reported outside the timelines above
orders with an incorrect address provided at checkout
normal variation in taste, texture, or subjective preference
Chargebacks
If something is wrong, email us first. If you initiate a chargeback without contacting support and allowing us a reasonable chance to resolve the issue, we may suspend your account access while we investigate and dispute the chargeback with carrier and order records.
Subscribe & Save Orders
Subscription renewals are processed automatically based on the schedule you select. To avoid being billed for a renewal, you must cancel or change your subscription before the renewal is processed.
If a subscription renewal has already shipped, it is treated as final sale unless there is a verified issue (damaged/defective, wrong item, not received), or unless required by law.
Contact
For help, email support@tryastrand.com and include your order number.
Business hours: Mon–Fri, 9am–5pm Eastern Standard Time
