Contact Us

How Can I Contact STRĀ Customer Service?

You can reach out to us in a variety of ways during normal business hours which are 9AM-5:30PM PST Monday-Friday (excluding holidays)!

Frequently Asked Questions

Below are a few of the questions we get the most. If you don't see what's on your mind, find more information in our Help Center or reach out to us directly!

Holiday Ordering

What are your holiday ordering deadlines?

Our holiday ordering deadlines are posted throughout our website on the product pages themselves as the deadline will depend on the product you are ordering and the shipping method selected. As long as you place your order by these deadlines, we do our absolute, very best to get them to you and do rely on the estimates provided by the carriers as to the final delivery date.**Please allow EXTRA time if you plan on wrapping the gift to forward on to the recipient.

Happy Holidays and Happy Shopping!

What is the returns policy for holiday orders?

If an item does not meet your expectations, we are happy to exchange (via store credit of equal value) or refund within 90 days of your order date. As part as our Hassle-Free Returns and Exchanges policy, most items are not required to be returned to us (exclusions apply*). To initiate a Return or Exchange, please get in touch with our STRĀ Support Team using our contact form here.
*At our discretion, we do ask that some items be returned for a refund and must be in new condition.

Replacements
If you receive delivery of an incomplete order or an incorrect, damaged or defective item, we can ship you a replacement for the item purchased within 90 days of your order date. If the purchased item is no longer available, you will have the choice between a store credit or refund. To request a Replacement, please get in touch with our STRĀ Support Team using our contact form here.

What are pre-order Items?

Pre-ordering is when you purchase an item before it is available, with the understanding that it will be shipped later.

For orders containing pre-order items please note:

Arrival estimates are provided for pre-order items but are subject to change.
All items, including the non pre-order items, will ship once the pre-order item becomes available.

Do you offer a holiday catalog?

We do not offer physical catalogs but you can browse our entire store online.

Why was my STRĀ Order canceled?

We'll send an email confirmation as soon as we receive your order. Once we start processing it, items may be canceled for various reasons. We regretfully may have to cancel an order for the following reasons:

An item becomes unavailable
We're unable to ship to or verify the address provided

Orders & Shipping

How do I cancel or change my order?

If you need to modify or cancel your order for any reason, please notify us as soon as possible via our contact form here. While we cannot guarantee it, we will do our best to fulfill your request.

How long does it take to receive my order?

We work to ship orders as quickly as possible! Once your order ships, transit time will vary depending on the shipping location and selected delivery method.

Standard Methods

Standard shipping (within the USA): Up to 7 business days (deliveries are made Mon-Sat)
Standard shipping (outside of the USA): Transit times vary, but international delivery typically takes 3-6 weeks once shipped with delivery made by local mail service.

We currently do NOT offer shipping to: Afghanistan, Albania, Algeria, Angola, Benin, Bhutan, Brazil, Brunei, Cameroon, Chad, Cook Islands, Costa Rica, Crimea-Region of Ukraine, Cuba, Gambia, Guatemala, Indonesia, Iran, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Malawi, Moldova, Mongolia, Mozambique, North Korea, Papua New Guinea, Paraguay, Republic of the Congo, Russia, Samoa, Senegal, Seychelles, Solomon Islands, Somalia, South Sudan, Sudan, Syria, Tajikistan, Timor-Leste, Tonga, Tunisia,Turkey, Turkmenistan, Uganda, Ukraine, Uruguay, Vanuatu and Yemen.

Expedited Methods (within the USA, 48 contiguous states only)

We offer Next Day and Two Day shipping with delivery Monday through Saturday (no Sunday delivery available).

Expedited orders placed by Noon PST Monday-Friday will ship the same day. Expedited orders placed after Noon PST will ship next business day.
- “Next Day” Expedited Orders that ship Friday are delivered on Monday
- “Two Day” Expedited Orders that ship Friday are delivered on Tuesday
We can ship expedited orders to valid street addresses only; no PO Boxes. If a PO Box is entered as the shipping address and we are unable to reach you to correct the address, your order may be delayed.

My order has shipped. Can I make changes to my delivery address?

Once an order ships, we are unable to make changes to the shipping address that you provided on the order. However, in some cases, you can contact the shipping carrier directly to request a change.

If your order was shipped via DHL, unfortunately no address changes can be made once your order ships.
If your order was shipped via USPS, take a look at their Package Intercept program to request changes: USPS Package Intercept.
If your order was shipped via FedEx, follow the steps outlined hereand/or take a look at their FedEx Delivery Manager option.

What happens if my package gets lost?

If you run into any issues with delivery, first try contacting the carrier directly. From there, if you aren’t able to resolve the issue with the carrier please contact us.

What are pre-order items?

Pre-ordering is when you purchase an item before it is available, with the understanding that it will be shipped later.

For orders containing pre-order items please note:

Arrival estimates are provided for pre-order items but are subject to change.
All items, including the non pre-order items, will ship once the pre-order item becomes available.

Why was my STRĀ Order canceled?

We'll send an email confirmation as soon as we receive your order. Once we start processing it, items may be canceled for reasons such as:

An item becomes unavailable
We're unable to ship to or verify the address provided

Returns

How do I request a return or replacement?

If an item does not meet your expectations, we are happy to exchange (via store credit of equal value) or refund within 90 days of your order date. To initiate a Return or Exchange, please get in touch with our STRĀ Support Team using our contact form here.

What is the status of my refund?

Refunds may be issued either to your original payment method or issued to a STRĀ Credit (store credit). Please allow 10 business days M-F for refunds to settle and reflect in your account. If you have not received your refund within this timeframe, please check with your credit card company/bank for additional information as processing times may vary.

Support

What are your customer service hours?

We are available 9AM-5:30PM PST Monday-Friday (excluding holidays).

How can I find out when an item is back in stock?

When an item is out of stock, you can sign up to be notified when it’s available again. Go to the item page, select email me when available and submit your information.

You can sign up for notifications for as many items as you’d like. We’ll send one email notification for each item that’s back in stock. Signing up for notifications doesn’t reserve or guarantee item availability.

What's your Privacy Policy?

Your privacy is very important to us. Read our Privacy Policyfor more details.