Damaged & Defective Merchandise Guidelines

1. Damaged & Defective Merchandise Guidelines:

We and our vendors go to great lengths to properly pack all items. Every order ships fully insured with a tracking or delivery confirmation number.

Our ultimate goal in the shipping process is to have our items arrive safely to you, their final destination. Because we will not be with you at your location when your shipment arrives, we need you, the buyer, to help the receiving process go as smoothly as possible. When our items are being delivered to you, you must take the following steps. Without your help, the shipping process has the potential to create a level of dissatisfaction with our products or service, which is unwarranted and can always be prevented. We like to make happy customers, so please adhere to the following guidelines:

1.1 UPS, FedEx, DHL, and USPS:

Damaged Merchandise:

Any damage must be reported within 2 business days. In the unfortunate event that an item is damaged during shipment, please contact us AND the freight forwarder (UPS, FedEx, DHL, USPS, etc.) immediately. We cannot process a claim after the 2-business day timeframe has passed. It is your responsibility to open and inspect all merchandise UPON RECEIPT to ensure no damage has occurred. Failure to inspect your merchandise within 2 business days after receipt will waive your rights for any damage claim. If an item is damaged, please save all packing materials and re-pack the item in the exact same manner as you received it. Never install an item before it is properly inspected for defects and/or damage.

Defective Merchandise:

Any defects must be reported within 5 business days for a claim with the manufacturer to be made and a new part/item shipped. Please save all packing materials and re-pack the defective item in the same manner as you received it. We cannot process a claim after the 5-business day timeframe for defective merchandise. It is your responsibility to open and inspect all merchandise UPON RECEIPT to ensure the merchandise has no defects. Never install any item before it is properly inspected for defects and/or damage.

1.2 Freight Shipments:

Larger oversized items usually ship by LTL freight and will be delivered by truck. Please be aware that it is necessary for you to check each item for Visible and/or Concealed Damage. When the driver arrives with the items, they will most likely allow you to open and inspect each item for damage. If there is obvious damage to an item, write "damaged during shipment & refused" on the driver's Delivery Receipt slip and refuse delivery of that specific item. If the driver does not want to wait for you to inspect the shipment, they must allow you to sign the Delivery Receipt with an exception such as "Possible Concealed Damage". If the driver will not wait or allow you to note an exception, you have the right to refuse the entire shipment and contact Stardust.com immediately. We will handle the situation with the freight company to ensure proper treatment and prompt rescheduling of the delivery.

All damaged or un-inspected items must be signed for as either Damaged or Possible Concealed Damage. If merchandise is signed for as Clear (without stating an exception), the receiving party (you) assumes full responsibility for the damaged freight and may have no legal or financial recourse with the delivery company, agent, or Stardust.com. This scenario is entirely preventable. If you have questions about any of our freight rules, please contact us for guidance. If you receive a damaged item and have properly signed for it, we will ship a replacement ASAP, and we will handle the entire claim process for the damaged freight.

Please contact us if you have any additional questions.

We greatly value your patronage, trust, and friendship toward Stardust.com. As always, we welcome every opportunity to receive your comments and suggestions regarding our products or any aspect of your Stardust.com experience. We invite your feedback so that we may continue to improve and ensure we provide the highest quality products and services. Thank you for your time, attention, and assistance.