FAQ & Customer Care
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.
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.
We handle cancellations on a case by case bases as TTS* tries to ship out orders as fast as possible. If it has not left our warehouse today, we will be happy to cancel your order.
Once an order has been picked up by the shipping carrier, we are no longer able to cancel your order and your shipping charge is no longer refundable.
We handle this on a case by case basis. If you contact us immediately, we often are able to update your shipping address. Items on pre-order can be updated until the order ships.
To The Stars* is not responsible for the input of an incorrect address. The customer will be responsible for any additional shipping charges for their order to be resent.
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.
USA: We offer FREE 30 Day USA returns on eligible items** To receive a label visit https://tothestars.returnly.com/
Rest of the world: Please contact us at email@example.com to notify us of your return within 30 days of receiving your order. We recommend you send the item via a trackable method and pre-pay any duties or taxes that may be owed for the delivery back to TTS*.
**Ineligible items include books, CDs, vinyl records, washed/obviously worn clothing, gift cards, any personalized/customized Items, Digital Downloads (music, film and books) and items indicated on their product details page at our discretion.
Once your items are inspected by the store, you'll get your refund typically within 24-96 hours.
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 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.
If your item arrived damaged in transit and is unusable, please contact us.
To The Stars* will not accept returns or exchanges on vinyl records based solely on aesthetic reasons. Small cosmetic corner damages, vinyl splits on seams or small bends to vinyl sleeves will not be replaced. TTS* uses premium shipping boxes for our LPs but some minor damage is possible in transit from the LP pressing plant to TTS* to your door.
If the album does not play due to damage in transit, if available, can be replaced.
If you item arrived damaged, please contact our customer service team at firstname.lastname@example.org
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 package has shipped and scanned but has gone missing and we have not been contacted within 45 days will be unable to file a missing package claim or offer you a replacement. Please let us know right away, if you are experiencing a shipping carrier issue.
To The Stars* partners with Asendia for its international economy shipping. Orders are shipped via their global postal network between USPS and the destination county's postal service.
We also offer direct shipping via USPS, FedEX and UPS based on availability in your country.
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 contact you to discuss the process of resending or a refund. If you choose to be refunded after we contact you, 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.
For the most detailed tracking of your package please use this link
http://tracking.asendiausa.com/t.aspx?p=(Your SS Tracking Number)
*Please note once the package enters USPS (or other carriers) control the tracking number will be updated to a non-SS Asendia tracking number on that link. Any questions about delivery with your local mail carrier, you will need to provide the updated tracking number (non-SS).
USPS First Class + Priority Mail International
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=(Your Tracking Number)
https://www.fedex.com/apps/fedextrack/?action=track&language=english&tracknumbers=(Your Tracking Number)
We ship from our warehouse in Carlsbad, California on business days, Monday-Friday, 9am to 4pm. Orders placed after 12:00 pm, PST will begin processing the following business day. Orders placed on Friday after 12PM PST through Sunday will ship on Monday when the warehouse opens again. Your package may take 0-3 days for the carrier to begin moving it in their network to your address.
Orders ship complete when all items are available, unless specified on the product page. If you want additional item to ship sooner, you will need to place a separate order for those items.
If you order needs to be changed, the entire order will be cancelled and refunded. To The Stars... does not guarantee the ability to repurchase a canceled order or specific items. Other shoppers may have access to the items and purchase themselves.
After your order has been processed and shipped, a confirmation email with tracking information will be sent to the email address provided.
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 deal.
Afterpay is a service that allows To The Stars* to offer our customers the ability to make purchases now and pay for them in four equal payments made every two weeks without any interest.
Afterpay is only available to customers with a us billing address and mobile phone number. Customers with international billing addresses will not be able to create an Afterpay account.
You can return your Afterpay purchase by mail for a refund. Please check that your return or exchange meets our return policy (see above). 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 email@example.com.
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.
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