Can I Change My Shipping Address?
It depends on timing. Address changes are only possible before your order ships from our warehouse.
If your order hasn't been processed yet:
Contact our support team immediately at [email protected] and we'll update your shipping address before it goes out.
If your order has already been processed or shipped:
Unfortunately, we can't redirect packages once they've been processed or are in transit. Contact us anyway, we'll help you figure out the best next steps, which might include arranging a return or working with our warehouse.
Can I Change My Billing Address?
No, billing addresses can't be changed after an order is placed. The billing address is tied to your payment method and is used for payment verification only, not for shipping.
Important: Your order always ships to the shipping address you entered at checkout, never to your billing address.
Why Timing Matters
Our warehouse processes orders quickly, which means we have a very short window to make changes.
Here's our timeline:
Response time: We typically respond within 4 hours during business days, and always within 24business hours
Processing time: Orders often ship within 24-48 hours of being placed, however, they can be processed as soon as 4 hours after placement
The challenge: If we respond in 4 hours but your order is processed or ships in that same window, we may not be able to catch it in time
This is why it's critical to contact us immediately if you need to make changes.
How to Request an Address Change
If you need to update your shipping address, here's what to do:
1. Contact us immediately
Email [email protected] with:
Your order number
The correct shipping address
Your name as it appears on the order
2. Check your order status
Look at your order confirmation email:
If you've already received tracking information, the order has shipped and can't be changed
What Happens If We Can't Change It in Time?
If your order ships before we can update the address, we have a few options:
Option 1: Wait for delivery attempt
If the address is close or recognizable to the carrier, the package may still be delivered successfully.
Option 2: Return and reorder
If the package can't be redirected:
Let the package return to us (it will come back if undeliverable)
Contact us as soon as you learn about the issue
Once we work out next steps, we can help you get your order to the correct place
We'll work with you to find the best solution for your situation.
Best Practices to Avoid Address Issues
Best Practices to Avoid Address Issues
Double-check before submitting your order
Review both shipping and billing addresses at checkout
Make sure apartment/unit numbers are included
Verify the ZIP code matches the city and state
Check for typos in street names
Use address autocomplete carefully
Many checkout systems autocomplete addresses, but they're not always accurate. Always review the full address before completing your order.
Save your address for future orders
If you order from us regularly, save your correct address in your account to avoid re-entering it each time.
Know the difference between billing and shipping addresses
Billing address: Used only to verify your payment method
Shipping address: Where your order is actually sent
These are separate fields for a reason, make sure both are correct
FAQs
FAQs
Q: Will my order ship to my billing address?
A: No. Orders always ship to the shipping address you provide at checkout, not your billing address.
Q: I entered the wrong address. How quickly do I need to contact you?
A: Immediately. Email us right away using "URGENT: Address Change" in the subject line if possible. The faster you contact us, the better chance we have of updating it before it ships.
Q: Can I change my address through my account?
A: Not for orders that have already been placed. You'll need to contact our support team directly.
Q: What if I'm moving and need to update my address for a future order?
A: You can update your saved address in your account settings, or simply enter the new address at checkout when you place your next order.
Q: I received a shipping notification. Can you still change the address?
A: Once you receive tracking information, the order has already left our warehouse and we can't change the address. Contact us anyway, we'll help you, even if that means we arrange an alternative solution.
Q: What if the wrong address is due to a mistake on Astropad's end?
A: If we made an error, we'll absolutely make it right. Contact us immediately and we'll handle it!
Q: What if my package is missing and delivered to the wrong address?
A: If the package shows as delivered but was not received, check with neighbors and look around the property (porches, mailboxes, secure areas) in case it was left nearby.
We recommend that you also contact the local postal service, as they may have additional information or be able to assist in locating the package.
When to Contact Support
Contact us immediately if:
You entered the wrong shipping address
You need to add missing information (apartment number, unit, etc.)
You're moving and your order hasn't shipped yet
You see an error in your shipping confirmation email