FAQ & Customer Care

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

**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*


Please contact us at customerservice@tothestarsinc.com for help with any international questions or returns.

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.

Once the package has had a shipping label generated in our system, the original shipping charges will no longer 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.

To The Stars* is not responsible for any duties that are levied on imported goods from these shipments.  If To The Stars* is assessed duties in association with your return(s), these duties will be deducted from the amount of your refund.

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 you item arrived damaged, please contact our customer service team.

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 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. 

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.

If the due charges are not paid, the merchandise will be returned to our warehouse or partner's warehouses and you will not be refunded any of the shipping charges.

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. 

It is the responsibility of the customer to provide correct the shipping address as well monitor the progress of their package in transit. Failure to pick-up a package from the post office or failure to pay customs is the responsibility of the customer.

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)

FedEx:
https://www.fedex.com/apps/fedextrack/?action=track&language=english&tracknumbers=(Your Tracking Number)

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.

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 info@afterpay.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