FAQs
We're Here To Help!
Welcome to our FAQ page, where you can fine all of the correct points of contact for your every need.
Shipping

How long will it take for me to receive my order?

Delivery time = processing time + shipping time.

Orders will take less than 24 hours for processing, followed by 3-5 business days for shipping. Therefore, it normally takes 4-6 business days for delivery.

All with free shipping and we promise fast delivery!

 

Can I track the status of my order?

Yes you can. With your order confirmation, once your order has shipped, you will receive an email with your tracking number and logistics tracking URL.

 

Is it possible to have PO BOX in the address information?

Unfortunately we are unable to deliver PO BOX related address orders at this time, please provide a detailed address information for quick delivery.

If you want to change the address information, please contact our customer service team.

Email: service@eastar-music.com Time: 9am-6pm

 

What delivery methods do you offer?

We work with DHL, Singapore Post, E-packet, UPS, USPS, EMS and Royal Mail

 

Do you send internationally?

Yes, we do, please contact our customer service team for details.

Email: service@eastar-music.com Time: 9am-6pm

 

How Much is the Shipping FEE?

Free shipping on all products.

 

Which Country Do You Ship from?

Orders will be shipped directly from the warehouse in the corresponding country (U.S. or Canada).

 

Why was my package returned?

There are multiple possible reasons:
1) Wrong or incomplete address
2) Invalid phone number
3) Unable to deliver
Please contact our Customer Service for further help. You may also contact the shipping company for more information.
Email: service@eastar-music.com

 

Why does it show that my package has been delivered, but I haven't received it yet?

If your package shows delivered to your shipping address, check around the porch, back door, behind the planter, in your mailbox, or with another family member, neighbor, or rental/central receiving office (if applicable).

In most cases, packages may be delivered to your mailbox or signed for by your neighbors. We recommend that you check your mailbox and contact your neighbor first.

Or you can check with the shipping company using your waybill number and your ID.

If you still can't find your package, please contact our customer service.

Email: service@eastar-music.com

 

I haven't received my package yet. Where is my order?

Order estimated delivery date, including order processing time and delivery time - please allow for your order to arrive within this date.

Or you can track your order by email, as the logistics information has been sent via trackable service email.

If your estimated delivery date has passed and you have not yet received, please contact our Customer Service Department for further assistance.

Email: service@eastar-music.com

Orders

How do I track my order?

After your order has shipped, you will receive an email with your tracking number.

If for any reason you do not receive an email confirmation of your order, please let us know by sending an email to service@eastar-music.com and we will be happy to learn the details of your order.

 

How long will it take for me to receive my order?

Delivery time = processing time + shipping time.

Orders will take less than 24 hours for processing, followed by 3-5 business days for shipping. Therefore, it normally takes 4-6 business days for delivery.

All with free shipping and we promise fast delivery!

 

What if I never receive my order?

Please contact our customer service team at

Email: service@eastar-music.com Time: 9am-6pm

 

What do I do if I receive a defective order?

If you find a defect in your order please contact us within 30 days of receiving the product, otherwise no exchange or refund will be offered.

Warranty Policy.

Email: service@eastar-music.com Time: 9am-6pm

 

How do I change an order I have placed?

We strive to process orders as quickly as possible. However, we will try to accommodate any order changes.

If you need to make changes to your order information, please contact us promptly by sending an email to service@eastar-music.com. Hours: 9am-6pm

Please be sure to provide your order number and let us know what changes need to be made.

 

Do you wholesale? 

Yes! Please contact us at service@eastar-music.com and we will send you a comprehensive list of products.

 

Can I cancel my order?

You can contact us to cancel your order before it is shipped from the warehouse.

Please note that once an order has been shipped from the warehouse, it cannot be cancelled. We hope we can count on your understanding.

Email: service@eastar-music.com

 

Why didn't I receive an email about my order having been shipped?

Usually, you will receive an email notification of the shipment of your order after it has been shipped.

If you did not receive it, it may have been for

1) You did not leave an email address to receive order notifications when you signed up or placed an order.

2) Your email security system blocked the email as an advertisement, then you could find the email in your spam folder.

You could feel free to contact us at service@eastar-music.com for more details.

 

Why is my order split into two or more packages?

We apologize for the inconvenience and will ship your order in parts if.

1) The items are in different warehouses.

2) Different item preparation times.

3) Weight restrictions from customs or courier.

You will be notified by email when each package is shipped. If you receive only a tracking number but are missing items, please feel free to contact us for further assistance.

Email: service@eastar-music.com

Refund,Return

What is the return policy?

Refund Policy

 

What is the warranty policy?

Warranty Policy

 

How do I request a return on Eastar?

Please contact our customer service via email to obtain a return authorization.

 

Will I pay return shipping costs?

Eastar-music.com will be responsible for shipping costs (up to $10) for products with quality issues and will start the return process from our service staff when you want to return the ordered products.

Products without quality related issues. You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable.

If you ship more than $50 in merchandise, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned items.

 

What do I do if my item/(package) is broken, not as described or incorrect?

If there are any items/parcels that are broken, do not match the description or are incorrect, please follow the steps below to cooperate with the resolution process.

1. contact us by sending a clear photo or video of the exact problem

2. We will provide you with a satisfactory solution within 24-48 working hours.

Email: service@eastar-music.com

 

Where can I find the Return Address?

After you have the return authorization from our customer service, we will send you the return shipping address and the RA(Return Authorization ) number.
Items returned without a valid RA number will be disposed and no refund will be initiated, if no customer comes to claim it within 30 days from the date of receipt.

Payment

What payment methods do you accept?

We are currently ONLY able to accept payments through PayPal, Credit Card.

 

What if the order shows High risk of fraud detected?

Please contact our customer service team and we will need information about your card to verify the security of the payment information.

Email: service@eastar-music.com Time: 9am-6pm

Where is my refund?

After the refund is confirmed, the refund fee will be returned to the original payment method. Please be patient, it may take some time for your bank to issue the refund.

Promotion

How will I get an event discount code?

We have weekly or monthly promotions, and from time to time we may run special promotions through our newsletter listings. If you would like to know about promotions first, please subscribe to the newsletter in the footer of this page.

 

What if my discount code doesn't work?

1. After entering the password, forget to press the "Apply" button.

2. The promotion is over. Or the code has expired.

If not, please contact customer service for further assistance.

Email: service@eastar-music.com Time: 9am-6pm

Account

What is the Membership Program?

After becoming our member, you will enjoy membership rights, please see: Eastar Membership Rewards for details

 

How do I earn points?

By registering, liking, sharing, commenting

Earn 2 points for every $1 spent on orders

 

How do I redeem points?

Order discount = 100 points = 1 USD

Points can be applied to your order at checkout!

 

Is your site secure?

This site has security measures in place to prevent the loss, misuse and alteration of information under our control. All orders are transmitted over a secure Internet connection using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and login password, is always stored in an encrypted format.

This site, and more importantly, all user information, is further protected by a multi-layer firewall-based security system.