Frequently Asked Questions
Need help? Be sure to visit our support forums for answers to your questions!
Order Issue
Customer cannot change the item in the order once payment is completed. Please contact our customer service to help change it for you. However please note we can only help to change the item before the package is being processed by the shipment company. If there is any price difference, we will either refund it for you after the order is shipped out or ask you to pay for it if the new item is more expensive. We can only arrange shipment once we receive the complete payment.
We can only help to change the shipping method before the shipping company send the package out.Therefore we advise to contact us within 24 hours to inform us which shipping method you would like to choose. If there is any price difference, we will either refund it for you or ask you to pay for it. We can only arrange shipment once the complete payment is received.
With most orders we can arrange shipment within 48 hours after we receive complete payment.If unfortunately the item purchased is not in stock, our customer service will contact you to inform you of the estimated dispatch time and offer solutions.
Payment and Support Issue
Please make sure there are enough money in your payment account when paying for your order. If the payment is failed, please try another payment account to check if the payment can be successful. If the issue remains, please contact our customer service and provide more details of the error message received. We also advise to contact payment company to check the issue in detail.
Unfortunately the coupon code cannot be used after the payment for the order is completed. In this situation we advise you to place a new order with the coupon code before it expires.
Shipment Issue
Customers are advised to check the address carefully before completing payment. If unfortunately the package is sent to incorrect address, it is unable for us to change the address after the package is shipped out. In this situation, please contact our customer service, we will help to check it with shipping company to confirm if the package can be returned and reshipped to the correct address. If there is any extra fee charged by the shipping company in this return and reshipment, customer holds the sole responsibility to pay for these fees.
Product Issue
Please fellow two steps:
step 1
Try to troubleshoot the item by checking the technical support we provided on the FAQ page. Often we can solve the problem for you without you needing to send anything back. If you cannot solve the issue by yourself with the solutions offered, we advise to ask a professional technician to help confirm that the item is faulty instead of being incorrectly used .
step 2
Contact our customer service with order number, item SN number and necessary photos or videos to describe your issue in detail, we will review your case with the information and offer proper solutions according to our warranty policy for each specific case.
1.Check the status of your order on BESTAR, and see if you received any emails from BESTAR about the order. It's possible we split your order into more than one delivery to speed things up.
2.Contact our customer service to describe the issue in details: Provide your order number, clearly describe which item(s) is missing/incorrect/broken and provide some necessary photos or video to display the issue clearly. We can cross-check our inner records.
3.Sometimes there can be a claim file from your local post office or shipping company required for the investigation and compensation. Once we confirm there is a mistake in arranging the order, we can offer a full compensation of the missing item(s).
4.Assuming the incorrect/broken item(s) is/are still in warranty and was/were not physically damaged, you can return the item(s) to us according to our customer service's advice. The compensation of return shipping fee will be conducted according to the details in our warranty and return.