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FAQs & Technical Support

  • Payment methods
    You may pay by credit card or using PayPal at checkout.
  • Shipping
    Processing Times Orders of in stock items will ship from AstroTrac in 2-3 business days. If for some reason we are out of stock on an item and that fact was not displayed on our website, we will be in contact with you via phone or e-mail as quickly as possible. The vast majority of items on this website will ship from AstroTrac, yet there are a few items that will drop-ship directly from the manufacturer. Shipping Costs If you wish to check the shipping costs for an individual item, simply add the item to your cart and fill in your delivery address details. The fastest and cheapest shipping option will be calculated. ​ Import duty Customs fees/tariffs are not included in shipping calculations and are not the responsibility of AstroTrac. For these fees, please contact your local customs office. Domestic orders AstroTrac’s automated international shipping system does not offer Post Office service within the United Kingdom.
  • Warranty
    All items manufactured by AstroTrac carry a 12 month warranty from the date of purchase. Should you wish to make a warranty claim, you will need to cover the cost of shipping to the AstroTrac factory address. If we find a manufacturing fault, we will repair or replace at our discretion and cover the costs of shipping back to you. If we deem the problem to have been caused by misuse, or accidental damage, then we will contact you to let you know, and provide you a quote for repair and return shipping. Request a Return Merchandise Authorisation number for a return to our UK factory.
  • Returns
    AstroTrac wants you to be fully satisfied with your purchase. If for any reason you are not satisfied with your purchase, you may return the item(s) for a full refund, less shipping and handling fees. Please read the details below for more information. ​ Section 1 - STANDARD RETURN AstroTrac customers may return merchandise purchased from AstroTrac up to thirty (30) days after receipt of merchandise for a full refund of the purchase price. A full refund will be given provided the product is returned in new condition, complete in its original packaging, with all warranty cards, accessories, manuals, etc. included. Shipping charges will not be refunded unless the return is a result of an AstroTrac error (see Section 2). Additionally, AstroTrac is not responsible for the costs of return shipment to our facilities. If your return relates to an initially-defective product, please see section 4 below. ​ If you wish to return merchandise for a refund or exchange, it is required that you complete a request for a RMA number (Return Merchanise Authorization) beforehand. Returns without an RMA number will not be accepted. This RMA number must be located on the shipping label. DO NOT write or affix the RMA number (or anything else!) on the product or its internal or external boxes! It is the customer's responsibility to make sure the merchandise is securely packaged and insured for the full purchase price. AstroTrac will not be held responsible for lost or damaged packages. ​ Returns will be processed by AstroTrac as quickly as possible. Please allow 7-10 business days from AstroTrac’s receipt of your package for credit card refunds, and thirty (30) days after original date of purchase if you paid by personal check. When the product is received and inspected, AstroTrac will contact you via email to confirm receipt of the item. Upon inspection, if there are any issues or questions regarding the condition of the returned product we will notify you at that time. Any merchandise that does not arrive in new condition will be subject to a minimum 10% restocking fee. Missing parts, packaging, instructions, warranty cards, etc., as well as damage or other detrimental effects to merchandise, will result in higher restocking fees. Restocking fees will be determined by AstroTrac after inspecting the merchandise. To avoid damage to the manufacturer’s original, labeled packaging (which will affect credit/refund value), customers must outer-box the merchandise they are returning to AstroTrac. Please do not write, place labels or stickers on the manufacturer’s original packaging. If the product was not outer-boxed by AstroTrac when shipping to you, as is sometimes the case with larger merchandise, this requirement does not apply; but in this case, please do not write upon or otherwise mark the original packaging, other than with the return-shipping label. ​ Returns will not be accepted after 30 days without prior approval from AstroTrac management. AstroTrac will work with customers who have special circumstances, especially in regards to gifts, but reserves the right to refuse returns after thirty (30) days has elapsed. ​ Section 2 - ASTROTRAC SHIPPING ERROR In the unlikely event that you receive the wrong item(s) from AstroTrac, please complete a request for a RMA number. AstroTrac will arrange to have the incorrect item(s) picked up from your home or office, and we will ship the correct item(s) to you at no additional cost. The customer will never pay additional shipping if AstroTrac is at fault. ​ Section 3 - PRODUCT DAMAGED IN SHIPMENT Customers should always inspect packages and their contents as soon as possible after delivery. If there are any shipping damages, the customer must report the damage immediately to the carrier of the package (UPS etc.). The carrier will arrange to inspect the package and return the box and its contents to AstroTrac. We will send a replacement as soon as we have confirmation that the damaged order is on its way back to AstroTrac. ​ Customers should NEVER send damaged merchandise directly back to AstroTrac (or anywhere else!) without an RMA. If this happens, AstroTrac will not be able to collect insurance on the damaged goods and AstroTrac will not accept the returned merchandise. We will always do our best to replace damaged goods as quickly as possible, but the customer must follow the proper procedures to receive the replacement merchandise at no charge. ​ Section 4 - DEFECTIVE MERCHANDISE If you receive an item you believe to be defective, please contact AstroTrac via e-mail and we will discuss the problem with you. We will do our best to resolve the problem as quickly as possible. Defective products are under the domain of the manufacturer, yet AstroTrac will provide assistance and support in dealing with the manufacturer. The various manufacturers have different methods of handling defective products, but legally they are required to repair or replace the item in a reasonable amount of time. Standard return policy (Section 1) applies if the item is returned for a refund.
  • Privacy
    This privacy notice discloses the privacy practices for This privacy notice applies solely to information collected by this web site. It will notify you of the following: ​ What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared. What choices are available to you regarding the use of your data. The security procedures in place to protect the misuse of your information. How you can correct any inaccuracies in the information. ​ Information Collection, Use, and Sharing We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone. We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order. Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy. ​ Your Access to and Control Over Information You may opt out of any future contact from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website: Find out what data we have about you, if any. Change/correct any data we have about you. Have us delete any data we have about you. Express any concern you have about our use of your data. Security We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page. ​ While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment. ​ If you feel that we are not abiding by this privacy policy, you should contact us immediately via email. ​ Orders We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you. Cookies We use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site. ​ Sharing of information We use an outside shipping company to ship orders, and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes beyond filling your order. ​ Links This web site contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information. ​ Surveys & contests From time-to-time our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as post/zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.
  • Terms & Conditions
    AstroTrac Limited, also known as AstroTrac, shall not be responsible for any inaccuracies, typographical errors or omissions found on this web site. We reserve the right to make product information and pricing changes without notice. Specifications, features and promotions about product found on this web site are obtained from the manufacturer and may be changed by the manufacturer without our knowledge at any time. ​ Compliance with consumer eligibility rules required by the manufacturer to qualify for factory rebates or other similar promotional programs shall not be the responsibility of AstroTrac. ​ Any consumer complaint or special compensation requests resulting from such promotional programs is between the purchaser and the manufacturer and shall not involve AstroTrac. ​ AstroTrac assumes no liability for the use of any information posted or for the use of any product described on this web site. ​ This site and its contents, unless specifically noted, are copyright AstroTrac. All rights reserved. Manufacturer's logos or trademarks are copyrighted by their respective owners. ​ All prices on the AstroTrac website are displayed exclusive of VAT (sales tax) for the benefit of international customers. At checkout, VAT will automatically be added for European customers where applicable.

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