Please Note: Due to new lengthier processes with carriers, please allow additional time for transit and tracking updates.

Frequently Asked Questions

USA: We offer FREE 30 Day USA returns on eligible items** To receive a label visit https://tothestars.happyreturns.com/

PLEASE NOTE:
 You will not be refunded the initial shipping cost, return shipping costs. Refunds will be issued once the returns are processed back at To The Stars*

**Ineligible items include books, CDs, LPs/Vinyl records, Digital Downloads (music, film and books) washed/worn/smelling clothing, Gift Cards, customized items and products indicated on their product details page at our discretion. All items marked down, on-sale, or mystery are final sale and are not eligible for returns.

VINYL POLICY: To The Stars* does not accept returns or exchanges on vinyl records based solely on aesthetic reasons. Due to the nature of the vinyl pressing and shipping process, cosmetic defects, cosmetic damages, or cosmetic differences are possible in transit from the LP pressing plant to TTS* to your door. Small cosmetic differences on your vinyl, corner damages, vinyl splits on seams or small bends to vinyl sleeves do not affect the sound quality or playback of the actual vinyl and are not eligible for replacements, returns, exchanges or reimbursement.

All returned items are subject to inspection prior to processing and must arrive in new/sellable condition to qualify for a refund. Once your item is delivered your refund is processed typically within 10 business days. If an item does not pass inspection, we can send the item back to the customer within 7 days at customer's expense or dispose or store credit may be offered.

Our online returns website makes returning an item FREE, easy and hassle-free. For USA customers, we provide return labels from UPS, FedEx or USPS for secure shipping and return package tracking.

Simply print your shipping label and place item(s) in original packaging. All you need to get started is your order number and zip code. Your TTS(XXXXXX) order number can be found on your order confirmation email.

START YOUR RETURN HERE

Send your item(s) to:
To The Stars - Returns
1 Viper Way
Ste. B
Vista, CA 92081

If you are not satisfied with your purchase on To The Stars*, you can submit a return for any number of eligible items** within thirty (30) days of delivery if the item(s) is in the original selling condition and unused. 

**Ineligible items include books, CDs, LPs/Vinyl records, Digital Downloads (music, film and books) washed/worn/smelling clothing, Gift Cards, customized items and products indicated on their product details page at our discretion. All items marked down, on-sale, or mystery are final sale and are not eligible for returns.

VINYL POLICY: To The Stars* does not accept returns or exchanges on vinyl records based solely on aesthetic reasons. Due to the nature of the vinyl pressing and shipping process, cosmetic defects, cosmetic damages, or cosmetic differences are possible in transit from the LP pressing plant to TTS* to your door. Small cosmetic differences on your vinyl, corner damages, vinyl splits on seams or small bends to vinyl sleeves do not affect the sound quality or playback of the actual vinyl and are not eligible for replacements, returns, exchanges or reimbursement.

All returned items are subject to inspection prior to processing. Once your items are inspected by the store, you'll get your refund typically within 24-96 hours. If an item does not pass inspection, we can send the item back to the customer within 7 days at customer's expense or dispose.

PLEASE NOTE: You will not be refunded the initial shipping cost, return shipping cost, or duties and taxes. Refunds will be issued once the returns are processed back at To The Stars*

International orders cannot be returned using our returns center. You will have to ship the item back at your own expense and ensure the package is sent with a trackable service.Please contact us at customerservice@tothestarsinc.com to notify us of your return within 30 days of receiving your order and include both your return tracking number as proof of shipment and inform us exactly what you would like refunded so we can ensure completion on our end once the package is checked back in. 

Send your item(s) to:
To The Stars - Returns
1 Viper Way
Ste. B
Vista, CA 92081

Orders are processed and shipped from our third party fulfillment center in Vista, California on business days, Monday-Friday (excluding US holidays).

Please check product details to see if any of your items are on pre-order. Multiple unit orders will not ship until all items are available in stock.

The majority of in-stock orders will be processed and shipped within 2-10 business days (M-F), regardless of the shipping method chosen during checkout. However, some orders may experience slightly longer than normal processing times.

You will receive an automatic shipping confirmation at the time your order is shipped that includes your tracking number.

Please note: tracking numbers can take up to 72 hours to update to its next scan location and not all shipping methods have step by step tracking. Unfortunately, we are not able to split orders or change a shipping method once an order has been placed.

We make every effort to fulfill orders as quickly as possible. Once you have submitted your order we begin processing it immediately and cannot make address edits. If you notice you entered the wrong address at checkout, please place a new order with the correct information and email us to cancel your original order.

Undeliverable Packages:
If your order was returned back to us because of an incorrect address, we will not be able to resend it back to you. The order will be refunded excluding any previous shipping charges. If you would still like the items, please place a new order using the correct address.

We make every effort to fulfill orders as quickly as possible. Once you have submitted your order we begin processing your order immediately and we cannot cancel, make address edits or add/remove items. Once you receive your order in the mail, simply return any items you do not want by following our returns process.

To The Stars* does not store credit card information, therefore we will charge your account at the time you place the order even for pre-orders.

The ship out date for products vary according to available on-hand stock and pre-orders. The shipping date is specified on product page ( Ships on: ##/##/## but subject to change without notification) unless it is currently in stock. Please note that the shipping date refers to the date the product ships begin out of our warehouse. It may take a few days for all orders for a pre-order to be shipped out.

Our Pre-Order items normally have a scheduled release date when they are initially announced, however due to unexpected changes in product production, shipping logistics, warehouse issues, or other issues outside of our control (such as a global pandemic or natural disasters) – the scheduled release dates are only estimates. Please be aware that release dates are subject to change. 

If your order has not shipped out and it is no longer on pre-order as indicated on the product page, please contact us.

If your order was returned back to us because of an incorrect address or any other error at checkout, we will not be able to resend it back to you. The order will be refunded excluding any previous shipping charges. If you would still like the items, please place a new order using the correct address.

EXCHANGES
We do not offer exchanges at this time. If you do not like the item you received or want a different size you will need to place an order for the new item. Please see our return policy for information on returns for a refund on goods.

APPAREL DAMAGES
Unfortunately this can happen sometimes, but thankfully not very often. Regardless of your shipment country, if your apparel item arrives damaged or incorrect, no need to worry, we’ll make sure you are taken care of. For the fastest resolution, please send us a photo showing the damaged area of the item and the order number. A request for replacement needs to be made within seven (7) days of receiving the purchase.

Email us at customerservice@tothestarsinc.com with your order number and name.

VINYL POLICY: To The Stars* does not accept returns or exchanges on vinyl records based solely on aesthetic reasons. Due to the nature of the vinyl pressing and shipping process, cosmetic defects, cosmetic damages, or cosmetic differences are possible in transit from the LP pressing plant to TTS* to your door. Small cosmetic differences on your vinyl, corner damages, vinyl splits on seams or small bends to vinyl sleeves do not affect the sound quality or playback of the actual vinyl and are not eligible for replacements, returns, exchanges or reimbursement.

If the album playback is affected due to a manufacturer defect or damage in transit, if the item is available, it can be replaced.

If you item arrived damaged, please contact our customer service team at customerservice@tothestarsinc.com

**Ineligible items for returns include books, CDs, LPs/Vinyl records, Digital Downloads (music, film and books) washed/worn/smelling clothing, Gift Cards, customized items and products indicated on their product details page at our discretion. All items marked down, on-sale, or mystery are final sale and are not eligible for returns.**

To The Stars* in order to reduce shipping costs to our customers may often have to ship items separately. Your tracking emails should indicate what items you will be receiving in the shipment. We may also simply have made a mistake and please contact us to let us know right away.

Please note: A substantial transit time is expected for international orders due to transit time and  processing through customs (1-10 weeks). If you do not receive your package
in 10 weeks, please be sure and check with your local sorting/postal office to ensure they’re not holding the package or that it’s not being held in customs.

Unfortunately TTS* is unable to provide any additional insight or information into the whereabouts of international orders once the order has been shipped. Please check for local tracking information on the link provided and reach out to your local postal service for any additional help.

Nearly every shipment that crosses an international border is subject to the assessment of duties and taxes determined by each country.
It is important to note that all taxes and duties are at the responsibility of the purchaser.

If you have questions about your order location after it has arrived to your country, we recommend contacting your local postal service for updates.


For all deliveries outside of the United States, in addition to appropriate international shipping charges, you will be responsible for any and all local taxes, duties, tariffs or other similar charges or impositions (including VAT) associated with your purchase, if any. By placing your order, you are agreeing that you will be responsible for and will pay, as due, all such charges, as applicable.

Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. To The Stars* cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees.

For more information on customs and duties charges, please contact your local customs office.

You will not be refunded any of the shipping charges for packages that were not delivered due to address failure or non-payment of any required duties, VAT or taxes.

Once a shipment has left domestic handling and entered international borders, To The Stars* is no longer responsible for the tracking of said shipment. All inquiries must be taken up by the customer with their local delivery service. 

Failure to pick-up a package from the post office or failure to pay customs is the responsibility of the customer.

If your package is returned by a carrier to our warehouse, we will be unable to reship it to you. The order will be refunded, however your original shipping charge will not be refunded.

PLEASE NOTE: You will not be refunded the initial shipping cost, return shipping cost, or duties and taxes. Refunds will be issued once the returns are processed back at To The Stars*. We are not responsible for packages not delivered back to us and can not refund items we did not receive for a refund. If TTS* is assessed duties in association with your return(s), these duties will be deducted from the amount of your refund.

Some items sold on our shop are not eligible for discounts or promotions.

For an updated list visit this link

Sales tax will be included on all orders shipped within the state of California.

EU Digital Goods VAT Taxes will be included on all digital orders placed within the EU.

EU + UK orders may be charged a VAT at checkout depending on the current laws.

With changing laws and requirements for e-commerce, all applicable taxes need to be paid at checkout will be available on the checkout page.

To access files on your own devices, you must first download the files to your computer then sync the device with your computer to add the music. Many files may come in a .zip and outside software may be required to access the files.

Due to the nature of digital media, these purchases are not refundable. Be sure to keep backups as we may not be able to make future downloads available due to licensing deals.

What is Installments with Afterpay?

Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. 

How do I use Installments with Afterpay?

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify. 

Where can I use Installments with Afterpay?

Installments with Afterpay can only be applied to purchases made on tothestars.media website. 

Can I use Installments with Afterpay if I’m an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), or American Express and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay. 

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. 

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ

When will my items be delivered if I use Installments with Afterpay?

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

Visit our shipping page for more information by clicking here. 

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on tothestars.media using Installments by Afterpay. 

What products are not eligible for purchase using Installments with Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders. 

How do I return or exchange an item purchased using Installments with Afterpay?

If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

What if I can’t pay an Afterpay installment?

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply.  Click here  for complete terms.

What happens if I have a partial refund, and how does that affect my payments?

Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms, Installment Agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here

Orders may be placed as a guest directly or with a To The Stars* account. 

The benefits to creating a To The Stars* account:
Securely save billing and shipping details for faster checkout
Access order history and updated order status
Access your cart from different devices

With increased eCommerce sales around the globe in addition to supply chain delays, we highly recommend placing your order as soon as possible for delivery and available stock.

Due to reduced staffing and transportation cancellations and delays, we are currently experiencing increased shipping times and deliveries. Orders are being shipped and delivered at quick as possible as conditions currently allow.

We can not offer refunds (full or partial) on your shipping charges for shipping carrier service delays including all priority shipping methods from FedEx, UPS and USPS.

International Customers:Please check your country's postal service website for updated information on their delivery schedules. Many countries are facing borders closing, and/or customs delays beyond the normal timeframe.

When your package arrives in your country, tracking questions should be directed to your local mail service and for fastest delivery