Registration

·         Q: How do I create an account?

A: Scan the QR code on the Stellar Achiever card you received and enter your name, personal email address, create a password, click Register.

·         Q: What email address do I use?

A: Please use your personal email address to register. The store email address is a shared inbox; Stellar Credits are assigned to the recipient of the card and not the store.

·         Q: I’ve registered, now what?

A: Once the Stellar Credits are recorded, the points will be linked to your registration request. You’ll receive an email confirming your registration has been approved and your account is active within 24 hours.

Ordering & Shipping

Q: How do I place an order?

A: Place an order by adding items to your cart and proceeding to check out on the website. Rocket credits are automatically displayed in the checkout process.

Q: How do my credits match to dollars?

A: Credits act as dollars on MyRocket.store. 1 Credit = $1.00.

Q: How do I track my order?

A: When the order is processed, an order confirmation is emailed to the email address you registered with. Shipping information is emailed when the shipping label is created for your package. 

Q: Can I change or cancel an order?

A: Please click on the Contact Us button at the top of the screen, send your order number and your concern. We ship quickly; most packages are shipped on the same day. We will do everything we can to process your change or cancellation.

Returns and Exchanges

Q: What is your return and exchange policy?

A: We are happy to accept returns or exchanges of unworn and unused merchandise within the same Tier as originally purchased unless additional credits are to be used for upgraded merchandise. 

Q: How do I initiate a return or exchange?

A: Please reach out to Webstore Support via the Contact Us tab on the MyRocket.store page or email directly at support@hellospecialized.com to start the return process. We will email you a return label, once the merchandise is received at the warehouse, your return or exchange will be processed.

Q: What do I do if my order arrives damaged or defective?

A: Please reach out to Webstore Support via the Contact Us tab on the MyRocket.store page or email directly at support@hellospecialized.com. Please provide images and/or details of the damage or defect.

General

Q: How can I contact you?

A: For Stellar Achievers webstore support, please use the Contact Us tab at the top of the MyRocket.store page. You can also email Webstore Support directly at support@hellospecialized.com.

    For questions or concerns regarding Stellar Credits please contact your manager.

Q: What if my Stellar credits are not available?

A: Please use the Contact Us tab at the top of the MyRocket.store page.