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  • 1.1 How do I place an order? Can I order over the phone?

    Use our secure online shopping cart to place an online order at any time. Sorry - we do not accept phone orders.

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  • 1.2 What are my payment choices?

    We accept the following:

    * PayPal
    * Major credit cards (Visa, MasterCard, American Express and Discover)
    * Checks and Money Orders

    We do not accept bank wire transfers. You can choose your preferred payment method when you check out online.


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  • 1.3 I want to pay with a check or money order. How do I order?

    First, use the online shopping cart to place your order. Choose "Check / Money Order" during checkout. Be sure to actually submit your order by clicking on the "Place Order" button. Online ordering/checkout is required even though you will be mailing a payment.


    Make payment out to "Agena AstroProducts" and mail to:
    Agena AstroProducts
    16313 Arthur Street
    Cerritos, CA 90703, USA

    Please write your order number on your payment, or include a printed copy of your order.


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  • 1.4 Is there an order minimum?

    We no longer have an order minimum. Shipping within the US is free for for orders over $20. For orders under $20, a $3.99 S&H fee will be added during checkout.


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  • 1.5 When will my credit card be charged? Why did you charge my card even though you said I will not be charged until my order ships?

    Your credit card will be charged only when your order is packed and ready to ship, not when you place your order.
     
    What you see on your online statement right after you order is not a "charge." It is a pending "authorization hold" placed by your card issuer that reduces your available credit limit. That hold will be converted to an actual charge when we process your order for shipping, or it will automatically go away after 1-3 days (depending on your card issuer's policy) if an order is canceled. That is how all credit cards work.

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  • 1.6 How do I change quantities or cancel an item in my order?

    If you have already submitted your order, please email or call us immediately to make any changes. Once an order has been processed or shipped, it can no longer be changed or canceled.
     
    If your order has not been processed, and if the new order total after any changes is less than the original order amount, then we will be able to edit your existing order. If your new order total is higher than the original order amount, then we will have to cancel your current order and you will need to place the order again for the correct items that you want.

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  • 1.7 How will I know if my order has been received or shipped?

    You will receive an automatic e-mail confirmation of your order when it is received, and again with the shipping/tracking information later when it ships. If you placed your order via your online account on our site, you can also log into your account at any time to view its status. Please check your spam/junk folder if you do not get these emails before contacting us for these updates. It is also common for people to mistype their email addresses while ordering, so please be careful about this when you submit your order.


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  • 1.8 Do I have to pay sales tax?

    Sales tax of 8.0% is levied for all orders shipped to an address in California. Sales tax will be automatically calculated and applied to your shopping cart during checkout. At this time, we do not levy sales tax on orders shipped outside the state of California.

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  • 1.9 Do you have item XYZ in stock?

    Please check the product page on our site for the current availability. Our website shows the live stock status of all products at all times, so if our product page lists an item as being in stock, there is a 99.9% chance that we have it and you do not have to contact us to verify its availability.

    If an item is not in stock, we will list the estimated availability date if we have one. If we are accepting back orders or pre-orders, then the product page will let you do so. If the item will be drop-shipped, then our product page will clearly indicate this. We do not play the games some other vendors play by misrepresenting our stock availability and then stringing you along once we have your order.

    In some very rare exceptions, the listed stock information may not be correct if
    (i) we mess up and miscount items (sorry - it's rare but it happens), or
    (ii) the very last piece sells on one of our other sales channels (like eBay or Amazon) and before the software that synchronizes inventory across multiple channels has had a chance to update this stock information automatically.


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  • 1.10 An item I want is not in stock. When will it be available again?

    In any niche industry like ours, availability times for out-of-stock items can be notoriously fickle, and can be unreliable or change often. If we have an idea of when an item might be available again, we will list it on the product page (on the top right, just under the "Out of Stock" message). If no information is listed here, then you can assume that we do not know when that item will be available again. In such cases, we recommend that you sign up from the product page to be notified via email when the item is back in stock again.

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  • 1.11 An item I want is not in stock. Can I still order it?

    Sorry - we generally do not accept back-orders for most out of stock items as lead times for unavailable items in our industry are notoriously fickle and unreliable. 

    In some cases, we may accept back-orders or pre-orders for items that we are confident will be available within a reasonable time (for example, only after they've been shipped by our supplier). In such cases, you will see a "Back Order" or "Pre -Order" button on the product page that you can use to order the item. So if a page states "Out of Stock", and you do not see an "Add to Cart" or "Back Order" button, then you cannot order or reserve that item.


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  • 1.12 An item I want is not in stock. Can you contact me and let me know when it's available again?

    We regret that we cannot do this manually. However, for any out-of-stock items, you can sign up to be automatically notified when the item comes back in stock again. To sign up for this notification, just navigate to the product page and submit your email via the "Subscribe to back in stock notification" field. Note that you need to be logged into your Agena account to sign up for this notification.

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  • 1.13 Do you offer a price guarantee? Will I get a refund if your price drops?

    In this age of online shopping, prices can often fluctuate depending on a variety of factors. We cannot offer extended price protection because of this and also because most manufacturers do not give us much advance notice of their sales or give us any price protection when they drop their prices. However, we will be happy to offer a store credit if an item's price drops within 14 days of your order (not delivery). You must request this credit which will be issued as a store credit good for use on a future order (within 60 days) at AgenaAstro.com only. This price guarantee is good ONLY for purchases and prices from our website and not for eBay or Amazon sales.

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  • 1.14 How do I obtain a copy of my receipt/invoice?

    You will automatically receive a copy of your order via email when you submit it. If you created an account on our site and were logged in while placing your order, you can also see your order history and print invoices from within your account. If you checked out as a guest, email us with your order number, and we will email you a copy of your invoice. We are unable to mail paper invoices.


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  • 1.15 I placed an order but can't see it in my account. Why?

    If you wish to retain and view your order history, you must first create an account on our website (optional) and then log in before placing your order.

    Many customers with accounts often forget to log in, check out anonymously as a guest, and then are unable to see the order in their account. In such cases, there is no way for us to reassign an order you placed as a guest back to your account. If you create an account when checking out for an order for the first time, that order will be linked to your account.
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