FAQ

Welcome to the Superstratum Labs FAQ. Find answers to the most common questions about ordering, payment, shipping, and returns below.

Payment

What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • Apple Pay
  • Google Pay
  • Shop Pay

My payment was declined. What should I do?

In some cases, payments may be declined by your card issuer. Please try placing your order again or use an alternative payment method. If the issue persists, contact your bank or reach out to us at hello@superstratumlabs.com.

Can I get an invoice for my order?

Yes. Please send a request to hello@superstratumlabs.com with your order number and we will provide your invoice promptly.

Orders & Delivery

How long does delivery take?

Our estimated delivery times are as follows:

Region Handling Time Transit Time Estimated Total
Contiguous US (48 states) 1–2 business days 3–7 business days 4–9 business days
Alaska & Hawaii 1–2 business days 5–10 business days 6–12 business days

These are estimates and may vary due to carrier conditions or high shipping volumes.

How much does shipping cost?

For orders shipping within the contiguous 48 states, we offer a flat rate of $9.45 for Ground Economy (up to 5 lb). Additional carrier options (FedEx, UPS, USPS) with calculated rates are available at checkout. For Alaska and Hawaii, rates are calculated at checkout via FedEx or UPS.

Which carriers do you use?

We ship via FedEx, UPS, and USPS. The available carrier options are displayed at checkout based on your delivery address.

Can I choose a specific delivery date or time?

We are unable to guarantee specific delivery dates or times. Once your order ships, you will receive a tracking number so you can monitor your delivery in real time.

My delivery is delayed — what should I do?

Please check your tracking information first. If your order is significantly delayed beyond the estimated timeframe, contact us at hello@superstratumlabs.com or 855-502-8119 and we will investigate with the carrier.

Do you ship outside the United States?

Currently, we ship exclusively within the United States. For customers in Canada, our products are available through our authorized partner, Foster First Solutions.

Are there any customs fees or taxes?

For domestic US orders, applicable sales tax is calculated at checkout based on your shipping address. There are no additional fees upon delivery.

Returns & Refunds

How do I return a product?

You may return unopened, unused products within 30 days of delivery. To start a return, contact us at hello@superstratumlabs.com or 855-502-8119 with your order number. We will confirm eligibility and provide the return address.

Who pays for return shipping?

For defective, damaged, or incorrect items, we cover return shipping in full. For returns due to personal reasons (e.g., changed mind), the customer is responsible for return shipping costs, and a 20% restocking fee applies.

When will I receive my refund?

Once we receive and inspect your return, refunds are processed within 5 business days to your original payment method in USD. Additional time may be required by your bank to post the credit.

Order Tracking

Where do I find my tracking number?

Once your order ships, you will receive an automatic email confirmation containing your tracking number. You can use it to track your package directly on the FedEx, UPS, or USPS website.

My tracking shows no updates — why?

Tracking information becomes active once the carrier has scanned and processed the package. This can take a few hours after you receive your shipping confirmation. If no updates appear after 24 hours, please contact us.

I didn't receive a tracking email — what should I do?

Please check your spam or junk folder first. If you still cannot find it, contact us at hello@superstratumlabs.com and we will resend your tracking information.

Customer Service

How can I reach customer service?

We aim to respond to all inquiries within 1 business day.

Prices & Currency

What currency are prices displayed in?

All prices on our website are displayed in US Dollars (USD).

Are prices inclusive of tax?

Prices shown on product pages are pre-tax. Applicable sales tax is calculated and added at checkout based on your shipping address.

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