Frequently Asked Questions
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
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. Our carriers pick up in the morning and afternoon most days.
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 firstname.lastname@example.org 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 email@example.com
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 (domestic and international)
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=(Your Tracking Number)
FedEx (domestic and international):
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.
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.
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 firstname.lastname@example.org
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 have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.
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