How can I make changes to my order information or products?Updated 6 days ago
We process orders quickly to ensure fast delivery. While we will do our best to accommodate your request, our ability to modify an order depends on its fulfillment status and the type of items purchased.
When Orders Cannot Be Modified
Please note that order modifications are strictly unavailable in the following scenarios:
- Shipped Orders: We cannot guarantee any edits or changes once a package has left our warehouse.
- Bundle Promotions: Items purchased as part of a bundle are non-interchangeable. The specific product variants, sizes, and colors offered at the time of purchase are fixed and cannot be customized or swapped after the order is placed, even if the order is still unfulfilled.
- Post-Delivery/Installation: No changes, refunds, or exchanges can be made once an order has been successfully delivered or installed.
How to Submit an Order Modification Request
If your order is unfulfilled and does not contain a promotional bundle, you can submit a priority request through our automated portal:
- Log In: Visit our Sterra Support Portal. Enter the email address or phone number associated with your order, then input the one-time verification code sent to you.
- Select Your Order: Locate the order you wish to change and click the "Report Issue" button.
- Submit the Request: Select "I'd like to edit my order." This will automatically create a priority ticket and send a confirmation to your email inbox.
- Specify Your Changes: Reply directly to that confirmation email with the exact edits you need to make so our support team can assist you promptly.
Important Policy Notes
- Delivered Items: We do not process returns or refunds after an item has been delivered.
- Promotional & Sale Items: All items purchased under a promotion or sale campaign are final and ineligible for a refund once delivered.
- Defective Products: If you receive a faulty item, it is covered under warranty for repair. A one-time product exchange will only be offered if our technical team determines that a repair is not possible.