When a date changes
Spaceron should update the protected record when reliable information is available and explain the next available decision.
Customer care policy
Ship only when your protected record says it is time
This policy explains inbound shipping, inspection, operational delays, return delivery, cancellation, refunds, and claims. The authenticated journey and accepted order remain the source of record for item-specific instructions.
Before shipping
Complete the protected review before a carrier receives the item
Confirm the item description, materials, dimensions, weight, ownership or authority, declared value, condition, recipient, and return address. Follow the item-specific packaging instructions rather than relying on a general example.
- 01
Eligibility approved
The item record matches what will be shipped, including hidden components, batteries, magnets, liquids, powders, coatings, and damage.
- 02
Address confirmed
The current sender and return addresses are accurate. Address changes must be made through the protected account or a documented support case.
- 03
Assigned instructions received
The journey record shows the approved label, carrier service, packaging method, destination, and any deadline.
- 04
Evidence retained
Keep the carrier receipt, tracking record, and photographs of the item and sealed package until the journey is complete.
Operational journey
What happens after authorized shipment
Carrier scans, Spaceron receipt, item acceptance, operational milestones, and return delivery are different events. A status should appear only when the corresponding record exists.
- 01
Carrier custody
Tracking begins when the carrier accepts the package. Carrier terms govern transit handling and any carrier-provided coverage.
- 02
Receipt and documentation
Carrier delivery does not by itself prove package contents or condition. Spaceron may document receipt and compare the item with the submitted record.
- 03
Inspection and acceptance
If the item is ineligible, materially different, damaged, or incomplete, Spaceron may request clarification and provide available correction, substitution, hold, or return options.
- 04
Operational custody
Available custody transitions and packaging work are recorded against the accepted journey. Estimated mission milestones are not guaranteed dates.
- 05
Return preparation
Return fulfillment begins only after applicable recovery, inspection, documentation, and release steps are complete.
- 06
Return delivery
Tracking appears when a carrier record exists. Keep the delivery address current and respond promptly to signature or carrier exceptions.
Schedule changes
Launch timing and merchandise-shipping timing are not the same
Launch, recovery, inspection, documentation, and return estimates may change because of provider, regulatory, weather, safety, technical, carrier, or operational conditions. Your account is the source of record for confirmed milestones.
For covered merchandise shipments, Spaceron will provide delay and cancellation choices when applicable law requires them. A revised date must be based on information reasonably available at the time. Nothing in this policy limits rights that cannot legally be waived.
When consent is required
Where applicable, a customer may be asked to accept a revised merchandise-shipment date or cancel unshipped merchandise for a prompt refund.
When silence is insufficient
Later or indefinite delays may require affirmative agreement rather than assuming continued consent.
When work is already complete
Operational service work, customized materials, and documented non-refundable commitments are evaluated separately from unshipped merchandise.
Cancellation and refund review
The recoverable amount depends on the recorded stage
Every cancellation is reviewed against the accepted order, work performed, customized materials, shipping charges, provider commitments, applicable law, and the payment-provider record.
Before acceptance or payment
The request may generally be withdrawn without a Spaceron service charge.
After payment, before committed work
Spaceron reviews refundable amounts and any documented provider or processing costs.
After customization, shipment, or commitment
Completed work, used materials, shipping, and non-refundable third-party commitments may be deducted or non-refundable.
After service completion
Completed services are generally non-refundable except where required by law or expressly stated in the accepted order.
Loss, damage, or delivery concern
Preserve the evidence before opening the package further
Report a concern as soon as practical. Do not discard the box, inserts, labels, seals, or damaged components until Spaceron or the carrier explains what evidence is needed.
Open a documented caseInclude what is available
- Journey or order reference
- Carrier and tracking record
- Photographs of all sides of the package
- Photographs of labels, seals, padding, and item condition
- Date, time, and description of the issue
- Any carrier exception or delivery notice
Do not send identity documents, payment-card details, passwords, or unrelated private information through an ordinary support message.
Coverage must be documented
Coverage or reimbursement exists only when stated in the accepted order, carrier terms, or a separate written policy. Spaceron does not describe an item as insured unless actual coverage is documented.
Declared value is not automatic coverage
Declared value helps evaluate handling and a possible claim but is not itself insurance or a promise of reimbursement.
Proof may be required
A claim may require proof of ownership, value, condition, packaging, custody, carrier handling, and compliance with deadlines or exclusions.
Irreplaceable items carry special risk
Do not submit an irreplaceable original unless the accepted order and risk disclosures expressly support that decision.
Questions or a current problem
Use a protected account record when one exists
Include the journey or order reference whenever possible. A support message does not replace a carrier claim deadline, payment dispute deadline, or another deadline imposed by law or the accepted order.
Policy boundary. This page provides general procedures. The accepted order, carrier terms, item-specific instructions, and applicable law control when they provide different or additional rights. Reading this page alone does not create an order, shipping authorization, cancellation, claim, refund, consent record, or guarantee.