Return Policy

Order Cancellations

Orders may be canceled up until the time they are shipped. If your order is paid and you need to make a change or cancel, you must contact us within 12 hours of the time the order was placed or before the packaging process begins, whichever comes first. Once the packaging and shipping process has started, it can no longer be canceled.


Refunds

We are committed to total customer satisfaction and continuously seek ways to improve our customers' experience.

  • Faulty Products: Refunds are issued for products that are faulty or defective.
  • Non-Delivery: Refunds or reshipments are issued for products not received within the guaranteed time of 45 days (excluding 2-5 business days for processing), except for items lost or delayed by delivery services.
  • Wrong Product Received: Refunds or exchanges are issued if you receive the wrong product.
  • Unwanted Products: If you do not want the product you’ve received, you may request a refund, but you must return the item at your expense, and the item must be unused. Returned items are subject to a 15% restocking fee.
  • Customer Errors: Refunds will not be issued for products that did not arrive due to factors under your control (e.g., providing the wrong shipping address).
  • Exceptional Circumstances: Refunds will not be issued for products that did not arrive due to exceptional circumstances beyond our control (e.g., natural disasters).
  • Sale Items: Refunds on sale items will be issued at the sale price.

*Refund requests must be submitted within 15 days after the guaranteed delivery period (45 days) has expired. To submit a request for a refund, please contact us at [email protected]. Please do not send your purchase back to the manufacturer. If approved, your refund will be processed, and a credit will automatically be applied to your account within 14 days.


Exchanges

We will replace items if they are defective, damaged, or incorrectly shipped. Please contact us first for guidance on how to proceed with an exchange. Do not send your purchase back to the manufacturer without authorization from us.


Return Shipping

You will be responsible for the costs of return shipping of your item. Shipping costs are non-refundable. Depending on your location, the time it may take for your product exchange to reach you may vary. When shipping your item, please consider using a shipping service that offers package tracking or purchasing shipping insurance. BlackStar Survival cannot guarantee that we will receive your returned item.


Contact Information

For any questions or to initiate a return, refund, or exchange, please contact us at [email protected].

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