Shipping Policy

Please review the following before placing your order.

Turn Around Time (TAT)

You'll always find our current turnaround time displayed prominently at the top of our website banner. This timeframe indicates how long it takes for us to process and ship out orders, excluding shipping time. Please keep this in mind when placing orders, especially if you're on a tight schedule.

While we do our best to stick to this schedule, unforeseen circumstances like illness, inclement weather, or family emergencies may occasionally arise. If there are any significant delays beyond our control, we'll be sure to keep you informed via email.

Shipping costs

Shipping costs for our products are calculated based on the weight of the items and the chosen delivery speed, all handled automatically by Shopify. At Hoshi Gato, we've teamed up with shipping discount suppliers to ensure you get the most competitive rates available!

International Shipping:

Unfortunately, at this time, we're unable to facilitate international shipping as we lack the capability to collect sales and VAT taxes from other countries. We apologize for any inconvenience this may cause and appreciate your understanding.

Return and Refund Policy

Returns

We do not currently accept returns since we do not yet have a way to recycle the product. However, we will do replacements/refunds/and cancellations.

Refunds/Replacements

We will issue a replacement in the following circumstances:

We strive to ensure you have a delightful fragrance experience with us. If you encounter any of the following issues, we prefer to resolve them by offering a replacement:

1. Defective or broken products/bottles:

   • Examples include broken bottles, caps, or defective sprayers.

2. Incorrect product received/missing product:

   • If you received the wrong item or are missing an item from your order.

3. Product misdelivered or lost:

   • In the event that your product is misdelivered or lost during shipping.

Your satisfaction is our priority, and we're committed to addressing any concerns promptly to ensure you receive the fragrance experience you deserve.

Refunds

We want to be transparent about our refund policy: once our products have been delivered, we do not offer refunds. We highly recommend sampling our fragrances before committing to a full-sized purchase. As a small business, the cost of refunding delivered products that cannot be reused would be prohibitive for us. We hope you understand this decision.

However, we will gladly issue refunds under the following circumstances:

• If the product is undeliverable for any reason.
• If a defective or incorrect product is delivered and you opt not to receive a replacement.

Your satisfaction is important to us, and we're here to assist you with any issues that may arise.

Accessibility Policy

Hoshi Gato is owned by an autistic person with ADHD and we value accessibility above all! We think about the accessibility of our storefront and products daily and have made several changes to our packaging and website thanks to your feedback! If you do need changes to be made to the website, please contact us via the contact page and we will fix it ASAP!

Privacy Policy

Shopify's Privacy Policy

This website uses Shopify. Shopify may collect data separate from the data collected by Hoshi Gato LLC. View Shopify's privacy policy here: https://www.shopify.com/legal/privacy 

Information We Collect Directly from You:

Information that you directly submit to us through our Services may include:

• Basic contact details including your name, address, phone number, email.
• Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.
• Account information including your username, password, security questions.
• Shopping information including the items you view, put in your cart or add to your wishlist.
• Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.
• Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect through Cookies

We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include the above information.

Email and Security Policy

Phishing and Email Scams 

Our owner, Ember, is married to a cyber security professional with nearly 10 years of experience. Therefore, we are extremely passionate about keeping you safe from phishing emails and other scams!

Here are some bits of info and tips to keep you safe!

Our verified accounts and info:

Reddit: Hoshi_Gato

Discord: Hoshi_Gato

TikTok: Hoshi.Gato

Instagram: Hoshi_Gato

If you don't see a particular platform listed here, it is because we either don't have an account on that platform or we are no longer active there. While we strive to maintain consistency with our usernames across platforms, please note that the presence of our typical username on another platform does not necessarily indicate that it's us!

Email Domain:

Our only email currently is em@hoshigato.com. I also have an alias email, socials@hoshigato.com. However, a common way that phishing scams will trick you is to slightly modify the domain in a way that seems legit. For example: @customerservice-hoshigato.com. This is not our domain. If you are ever unsure if an email is from us, please contact us via the official contact sheet.