FAQ + Customer Care

My Account

- Create an Account:

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 Digital Downloads with ease

- Sign in / Sign up

Payment

To The Stars... accepts the following forms of payment:
Visa, MasterCard, American Express, Discover, Amazon Payments, Apple Pay, Shopify Payments, and PayPal.

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.

Returns

- Domestic Return Policy:

You may return unworn, unused merchandise purchased on ToTheStars.media in its original packaging, tags included, within 30 days of the purchase date for a refund. Several types of goods are exempt from being returned including Books, CDs, Vinyl Records, Washed Clothing, Gift cards, Personalized/Customized Items, On-Demand Pop-Up Print Shop items, and Digital Downloads. Original shipping charges will not be refunded. If your return is received after 30 days from the date of delivery a store credit will be issued. If your product was received damaged due to shipping or manufacturing, please call or email our team for assistance.

When you send back your item to us, we ask that you obtain a proof of postage or note your tracking number so that if your shipment goes missing on the way back to us, you’ll have proof you sent it.

After your return has been received by To The Stars..., please allow up to 1 to 2 weeks (5-10 business days) for your return to be processed. Returns are credited to the same card or payment method used to make your purchase.

- International Return Policy:

You may return unworn, unused merchandise purchased on ToTheStars.media in its original packaging, tags included, within 30 days of the purchase date for a refund. Several types of goods are exempt from being returned including Books, CDs, Vinyl Records, Washed Clothing, Gift cards, Personalized/Customized Items, On-Demand Pop-Up Print Shop items, and Digital Downloads. Original shipping charges will not be refunded. If your return is received after 30 days from the date of delivery a store credit will be issued. If your product was received damaged due to shipping or manufacturing, please call or email our team for assistance.

When you send back your item to us, we ask that you obtain a proof of postage or note your tracking number so that if your shipment goes missing on the way back to us, you’ll have proof you sent it.

After your return has been received by To The Stars..., please allow up to 1 to 2 weeks (5-10 business days) for your return to be processed. Returns are credited to the same card or payment method used to make your purchase.

- Exchanges

Sorry, exchanges are not available for online purchases. If a different size or color is desired, simply return the original item(s) for a full refund (not including original shipping charge) and place a new order for the item(s) you’d like. If you have any questions on fitting, please consult our size charts on the product details page or contact our customer service team, they will be happy to answer any questions about our products and their fit.

Processing & Shipping

- Processing

Processing time for orders shipping with flat rate, first class, media mail, or ground is 1-3 business days. Orders placed with expedited shipping options and international orders will be shipped same-day or the next business day if placed after 12:00 pm PST.

Once an order has been submitted, a confirmation email will be sent to the email address provided with your order. To cancel an order, please immediately reply to the confirmation email or call our Customer Service department at 760-452-8702. We cannot guarantee that cancellation will be possible.

Once an order has been submitted, its contents cannot be modified. Please be sure to input the correct address, email, payment method, and item selections. We cannot add additional items, change the colors, styles or sizes of your selections once the order has been confirmed.

After your order has been processed and shipped, a confirmation email with tracking information will be sent to the email address provided.

To The Stars... order fulfillment hours are Monday to Friday, 8 am to 4pm. We ship from our distribution center in Encinitas, CA. Any orders placed on the weekend or during office holidays will be processed on the next business day. 

- Fulfillment:

If an order cannot be fulfilled, the order will be cancelled within 1-4 business days and the payment authorization will be terminated. The customer will be notified of the cancellation at this time. Please note that it may take additional time for the funds to return to your account depending on your bank’s policies.

If one or more items in an order are found to be out of stock, To The Stars... will contact you via e-mail about the order. We will do our best to accommodate you and your order. If there is no response within 48 hours, To The Stars... will ship the remaining items and adjust the order subtotal and refund any unavailable items to reflect these changes. The customer will be notified within the shipment email sent out after the order has left our facility.

If you place an order for a print on-demand or pop-up shop item, those items will ship separately from any other items in your cart. Be sure to check the product details for any additional information.

Please note international customers ordering on-demand or pop-up shop items alongside regularly fulfilled items, you may receive multiple shipments and VAT taxes on each package. By placing your order, you are agreeing that you will be responsible for and will pay, as due, all such charges, as applicable.

- Domestic:

 We ship from our headquarters in Encinitas, California on business days, Monday-Friday, 7am to 5pm. We do not ship on office and government holidays. We offer a flat rate of $3.99 shipping for all domestic orders as well as the options below

The following shipping options are available for U.S. orders:

  • USPS First Class, Media Mail, and Priority Mail (2-10 business days in the contiguous U.S. Delivery Monday-Saturday. It may take additional time for packages to ship outside of the contiguous U.S.) Per USPS rules Priority Mail is not a money back guaranteed shipping delivery. 
  • FedEx Smart Post (2-10 business days in the contiguous U.S. Delivery Monday-Saturday. It may take additional time for packages to ship outside of the contiguous U.S.)
  • FedEx 2-Day (No weekend delivery. No PO boxes)
  • FedEx Standard Overnight (No weekend delivery. No PO boxes)

Orders placed after 12:00 pm, PST will begin processing the following business day.

- International

The following shipping options are available for International orders:

  • Asendia (1-6 weeks delivery time)
  • USPS First Class Mail International (1-4 weeks delivery time)
  • USPS Priority Mail International (1-7 business days delivery time)
  • FedEx International Economy (5-10 business days. Delivery Monday-Friday. Shipping to PO boxes unavailable with this option)

Additional delivery time may be required due to customs delays.

Orders placed after 12:00 pm, PST will begin processing the following business day.

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.

Packages may take 7-10 business days (or more depending on customs) to reach their final destination. For all deliveries outside of the US, 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.

All applicable customs fees, taxes and duties are the sole responsibility of the customer. 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.

Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion.   

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

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, from the time of entering international borders, must be taken up by the customer with their local delivery service. 

For more information on our International Shipping Services please click here

 

Fast Reliable Shipping

Questions?

Email
customerservice@tothestarsinc.com
we'd love to help you

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