FAQ

Privacy & Security

How do you respect my privacy and the security of my transactions?

Respecting your privacy is our top priority. We don’t have access to your credit card details, they are processed by Stripe, a trusted third-party that is certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. With Stripe, you are sure that all the PCI standards are met:
  • Maintain a secure network
  • Protect cardholder data
  • Maintain a vulnerability management program
  • Implement strong access control measures
  • Regularly monitor and test networks
  • Maintain an information security policy
We make every effort to ensure that your transaction will be secure and safe. We use the industry standard encryption protocol (SSL) to safeguard all of your personal information. You can check that by clicking on the padlock SSL padlock located on the left side of the address bar of your Internet browser, showing that your information is secured, it cannot be accessed by any unauthorized individual.You can also pay via PayPal which is also PCI DSS compliant. Please refer to our Privacy Policy for more information.

Payment

What payment methods do you accept?

You can select your preferred payment method at checkout.  We use virtually all cards such as Visa, MasterCard, American Express and PayPal. You can pay only via our website.

Ordering

I can’t wait! How do I place an order on your store?

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order, do so by going to the cart and clicking “CHECKOUT”. Follow the instructions by providing us with delivery information and select your preferred payment method for the goods. We will ship your package as soon as possible after you confirm your order.

Our support team is always happy to guide you at any step!

How do I cancel/change my order?

You can always change/cancel your order if your parcel hasn’t been dispatched yet. Address changes and cancellations can be done Monday – Sunday only within 14 days from your purchase. You can send us a message via the Contact Us page to inform us in due time about your wish to cancel/change your order.

If the item has already been shipped or picked up by our courier, you cannot reject it upon delivery. A reshipping postage fee may apply in case you return the parcel to us. Please visit our Return/Refund policy for more information.

Please note that in case of cancellation after using PayPal as a payment gateway and if you meet the conditions for a refund, you will be refunded the purchase amount minus any PayPal processing fees.

Shipping

Where do you ship?

We ship both locally and worldwide.

What are the shipping costs?

We offer FREE shipping worldwide.

How is my order processed?

We are shipping our products from multiple warehouses, please allow 2-4 days maximum for your order to be processed.

The orders are shipped with tracking usually within 24 to 48 hours of you placing the order using USPS, Canada Post, or other carriers via ePacket depending on your location and fastest available service.

When will I receive my order?

Our main purpose is to offer you the best shipping options and to make you even happier, we offer FREE SHIPPING, no matter in which part of the world you are.

Shipping times:

Shipping time might vary depending on location, shipment method and other factors. We deal with high demand products and a global network of warehouses located in America, Europe and Asia. In general, you can expect a shipping time of 10 to 21 business days although it may be faster, as specified on the product page.

Please visit our Shipping Policy page for more information.

How do I track my order?

It can easily be tracked online by entering the tracking number in the link provided with the shipping confirmation email. The tracking details will be available within 5-10 business days after your order has been shipped. Status Unavailable/Pre-Shipment or something similar may appear. This is normal, please check weekly as tracking will not update until your order has cleared customs within your country. Once your order clears customs a delivery date will be generated.

You can also track your order on 17track.net using the tracking code we sent you by email.

What will you do if my order is delivered late, is lost or if I didn’t get all the products?

Send us a message on the Contact Us page with your order number and we will carry out an investigation.

Thank you for sending us as much information as you can that can help us assess the situation accurately.

We will proceed in accordance with our Return/Refund policy.

If an order is shipped separately, will there be double shipping charge?

No, you only pay a shipping cost when you proceed to checkout if you didn’t reach the minimum threshold to get free shipping.  There are no other shipping costs involved, even if your order is shipped separately.  It is therefore more advantageous for you to order several items at once.

What if I am not at home when the order arrives?

We send you a tracking number by email when your order is ready to be shipped. You can track your package online to make sure you are available when it reaches your delivery address. If you are not at home at the delivery time, the shipping company will try to deliver again on the next working day. If you are still not at home on that day, your order will be held at the post office nearby and you will be notified. If it happens, you will have to pick up the parcel yourself.

Return & Refund

What is the return & refund policy?

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one. If the item arrived damaged or if you received the wrong item you can request a refund or a reshipment. The item must be unused and in the original packaging.

Please visit our Return Policy page for more information.

Under what conditions I can’t request a refund?

You cannot request a refund for example if:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside our control (i.e. not cleared by customs, delayed by a natural disaster,…).
  • Other exceptional circumstances outside our control (items stolen from your address entrance,…)

You should always refer to our return/refund policy to know under which exact conditions you can or cannot request a refund.

You can request a refund by sending a message on our Contact Us page. If you are approved for a refund then your refund will be processed and we will contact you.

Do you offer exchanges?

Usually we do not offer exchanges but instead ask that you return your order for a refund (if applicable).

What if my order is damaged or stolen?

We are very sorry if your order arrived damaged, defective or if it got lost in transit.

We would like to solve this issue immediately. As soon as you see the problem, contact us immediately preferably with some photos or a short video showing the issue. Please visit our Return Policy page for more information.

Products

Will I need to buy batteries?

No. Our products do not require any extra batteries. They come with rechargeable batteries already built in and a USB cable to recharge them.

If the kids look into the projector, does the light harm their eyes?

Our GalaxDream projector is safe and RoHS, CE certified. Briefly looking into a class 2 laser does not instantly damage the eyes, but starring into it would be very deliberate and challenging for a child to do.

Children should not look directly at the projector lamp, it may damage their eyes from prolonged exposure, especially at close range. Just as they cannot look at the Sun, they will avoid staring at the projector while it is in operation. But they can look up and explore the galaxy!

How do I know when my lamp is done charging?

When you begin charging your lamp, the lamp itself will show a light red (or blue) color to indicate that it is charging. When your Moon lamp is no longer glowing red or blue but is still plugged in, it is fully charged.

Are your products safe?

Yes, our products are safe and RoHS, CE certified. Kids will love our Moon and our Galaxy Projector!

Children should not look directly at the projector lamp, it may damage their eyes from short or prolonged exposure, especially at close range. Just as they cannot look at the sun, they will avoid staring at the projector while it is in operation. But they can look up and explore the galaxy!

Epilepsy disclaimer for our Galaxy Projector:

WARNING: Flashing lights occur when MusicSense™ mode is activated. This may potentially trigger seizures for people with photosensitive epilepsy. GalaxDream™ will not be held liable for any cases resulting of such. Consumer discretion is advised.

Your projector is safe for someone with epilepsy?

Epilepsy disclaimer for our  GalaxDream™ Galaxy Projector:

WARNING: Flashing lights occur when MusicSense™ mode is activated. This may potentially trigger seizures for people with photosensitive epilepsy. GalaxDream™ will not be held liable for any cases resulting of such. Consumer discretion is advised.

Other questions

When is the next promotion?

Subscribe at the bottom of the page to get all our latest promotions/discounts and exclusive offers only available to VIP members.

How do I contact your company if my question isn’t answered here?

If you have any questions/concerns about one of our products, please don’t hesitate to contact us by email via the dedicated page. We do our best to respond to all communications within 24 hours during the business week and usually much sooner.