Frequently Asked Questions
How long until I receive my order?
Delivery of your items will vary depending on your location and designated shipping method. Typically, items leave the warehouse within 1 to 2 business days. Our warehouse is open on Monday-Friday, excluding office holidays. Note that shipments can occasionally be delayed due to unforeseen circumstances or if an item is on pre-order. We only ship orders complete (unless part of a pop-up shop, those items will always ship separate) so you may want a separate order for an item that is on pre-order if you want to receive the other items sooner.
What is your return policy?
At To The Stars... we guarantee the quality of the products we sell and we want your 100% satisfaction. If for any reason you are not satisfied with our products or services, please contact our Customer Service at firstname.lastname@example.org so that we may resolve the issue to your satisfaction.
Items not available for return/refund include:
We hope that you never have to return any of our products, but if you do here are a few things to keep in mind. When your order arrives, check all packages for damage or missing items. If there is anything damaged or you are missing products that your packing slip states should be there, make a note of them. Email our Customer Service representatives at email@example.com and we will be happy to resolve the matter. Please include your order number in title your email.
The buyer must check the goods immediately upon delivery and contact the seller if there are any problems with the goods. The buyer must notify the seller within 24 hours of delivery to ensure prompt attention as completed orders are filed away daily.
Returns - To The Stars...
1051 South Coast Hwy 101
Encinitas, CA 92024
We highly recommend you send the items back on a trackable method as we are not responsible for any postal service errors.
What are the shipment method options?
USPS Media Mail - Only items can be sent on this method are books, music, comics and graphic novels. Not one piece of apparel, accessories or any non-eligible item can be shipped via this method. If you select this method at checkout with an non-eligible item in your order, you will be responsible for any additional charges for shipping. Typically arrive 5 to 7 business days after shipping.
USPS First Class Mail - Typically arrives in 2-5 business days.
USPS Priority Mail - Typically arrives in 1-3 business days. Per USPS rules this is not a money back guaranteed shipping timeframe.
USPS First Class International Mail - USPS cheapest shipping option internationally. Delivery times vary by country and custom's. Typically in 1-3 weeks. Tracking is not guaranteed on this method.
USPS Priority Mail International - Arrives in 6-10 business days and includes USPS tracking.
Asendia - Our most affordable international shipping option. Takes 1-4 weeks on average for delivery. Typically final delivery is done by your local post office. Tracking is included in this shipment method.
If you have any questions about your delivery we recommend e-mailing us at firstname.lastname@example.org. Once a package is in the hands of the mail carrier we are unable to re-route or intercept. Be sure to enter in your address correctly at checkout. To The Stars... is not responsible for added shipping costs due to customer error.
How do I track?
USPS: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=(Your Tracking Number)
UPS: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=(Your Tracking Number)
Asendia: http://apps.asendiausa.com/tracking/packagetracking.html?uid=NTQzMjMyMzU0MDk2NTIzMzI4Njc=&pid=(Your Tracking Number)
What if I have a question about a product?
We make every attempt to present accurate information on our site and we correct any errors as we identify them. However, changes in descriptions, images, availability, and prices may occur. You may verify product information by contacting us at email@example.com
Pop-Up shop items will ship separate from the rest of your order and are not eligible for any promotion or gift with purchase. International customer's be aware that you may received multiple packages and have to pay multiple duties and taxes depending on your local law.
Anything I should expect for an international order?
Please note that items ordered from To The Stars... are sold and shipped from the United States. 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. If you order items from one of our pop-up shops it will ship separate and you may be responsible for multiple VAT charges. Customs processing time frame is not included in the shipping timeline estimate.
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.
The package tracking indicates it has left the US:
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.
California Prop 65:
Some of our products such as eyewear, phone accessories, vinyl, totes, jewelry, clothing and accessories may be made of materials containing chemicals identified on California Proposition 65. In accordance with California Proposition 65, we issue the following warning to our California customers: These products may contain one or more chemicals known to the state of California to cause cancer and birth defects or other reproductive harm. For more information regarding Prop65 and lead-related FAQs, please click here.
How long do refunds take?
You may expect a refund back into your account within 3-14 business days after we have received your return. Refunds are issued in the same form of payment that was used for the original purchase or a digital gift card for use at a later date. Once a refund has been issued, a confirmation email will be sent to the email address provided on your order.