FREQUENTLY ASKED QUESTIONS
How long will it take for my order to ship?
All orders shipping within the US will typically arrive in 7 to 10 days. It can take as little as 3 days.
The Stardust Life Shop uses USPS to ship our T-shirts, CDs and other merchandise.
International shipping times vary.
Stardust Life does not ship partial orders, your order will only ship if all items are in stock. If items are out of stock you will be notified by email.
How much does shipping cost?
Standard USPS First Class shipping within the United States is $4.95 for one to two T-shirts shipped together to the same address.
Priority Mail USPS shipping within the United States is $6.95 for one to two T-shirts shipped together to the same address.
Multiple T-shirt purchases of any quantity going to different addresses must be bought and checked out in separate orders.
Standard USPS First Class shipping within the United States is $9.95 for three to four T-shirts shipped together to the same address.
Priority Mail USPS shipping within the United States is $13.95 for three to four T-shirts shipped together to the same address.
An order of five T-shirts or more equalling $100.00 qualifies for free shipping!
To check shipping for an order, simply place the items you want in your cart and head over to the checkout page.
What payment methods are accepted by Stardust Life via the secure Shopify shopping cart and checkout system?
We currently accept the following methods of payment:
- Credit Cards (Visa, MasterCard, American Express, Discover)
- Pay Pal and Pay Pal Express Checkout and Pay Pal Credit
What is Shopify?
Shopify is the company that handles the shopping cart and checkout part of the Stardust Life Shop. Shopify is a totally secure system used by hundreds of online retailers to handle the important job of taking the credit card orders for their online customers. Shopify uses state of the art encryption and handles your data securely at every step of the transaction process.
Shopping cart questions?
To use the shopping cart, simply add a product to your cart using the "Add to cart" button seen next to the products in the main shop or on the product detail pages. Your shopping cart will automatically pop up in your browser window. Inside the cart you can change quantities of an item and see all the items you have added. If you exit the shopping cart it will always be available by pressing the small cart icon that will stick to the right side of your browser window. This tab will only show up if you have active products in your cart. You can also add more items to the cart at any time. Pressing the "Checkout" button at the bottom of the shopping cart will take you to the checkout page where you will enter your email, shipping address and information. You can also see an order summary from a drop down menu when pressed. Simply follow the continuing instructions to complete your order. The shopping cart is part of the Shopify secure system. See the above question for information on Shopify, who handles our shopping cart.
Are tracking numbers available?
Yes, we issue tracking numbers for all domestic orders. The USPS service we use will issue the tracking number. Unfortunately, we do not offer tracking numbers for International orders.
If you have ANY questions about the status of your order or your tracking number (if available), visit our Contact
page and email us. Please include all details of your order in the email.
Where is the Stardust Life Shop located?
The Stardust Life shipping facility is located in Los Angeles, California.
How will my package be shipped to me?
All packages are shipped via standard USPS shipping, unless otherwise notified and other shipping arrangements have been made.
Why have I not received my order yet?
Orders may take up to 3 business days to be processed. Shipping can then take up to 7 to 10 days.
For made-to-order items, including autographed T-shirts and merchandise, please allow extra time before your order is shipped.
Feel free to email us regarding the time for any autographed merchandise or special orders.
If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution center. If this is the case, a Stardust Life customer service representative will contact you as soon as it is received and processed. Please see the question and answer regarding incorrectly provided customer information.
Are you seeing a warning about running scripts in your browser window?
On some older internet browsers there may be a prompt to allow scripts to run in your browser. If you see such a prompt, you can safely answer yes and allow them to run the content. Running these scripts is now a part of almost every modern website experience. Our website uses only local content that we host from our own domain. This allows us to bring you a modern environment for many aspects of this website.
We suggest installing the most up to date version of any browser you are using to enjoy the best and safest experience our website has to offer.
Does Stardust Life accept international orders?
Yes, during the checkout process be sure to specify your address, province and country. International shipping rates and time frames differ from those of domestic orders. Stardust Life and Shopify (the company that handles our credit card and checkout services) are not responsible for any taxes or tariffs you may incur by ordering. Shipping and Handling costs ONLY cover our shipping and handling costs to send the item to you.
Please be careful to know the right country name for your area, as some European countries have recently changed the way their name appears in International shipping procedures.
If you cannot select your country from the drop down menu during the checkout process, then we are unable to ship to your country. If you cannot select your country please do not select another country. We apologize for any inconvenience this causes.
What is your exchange or return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To initiate your return process, we require a receipt or proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Absolutely no refunds or exchanges on worn, washed or damaged merchandise of any sort. We reserve the right to inspect the merchandise upon arrival back in our facility. If we determine that the item does not meet these criteria, the refund or exchange transaction will be denied and void. In this case the merchandise will not be returned and will be destroyed. Please communicate all aspects of your actual situation up front when contacting our customer service department so we can best serve you. We will make every attempt to figure out a solution for you, but we need accurate information to do so. We do want you to be happy with your purchase!
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
When shipping us an item back during an authorized return or exchange process, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
You should mail your product only to the address that will be provided to you via email in the approval sent to you from our customer service representative. There may be different return addresses for various items in our shop. Sending the product to the wrong address will void the return or exchange process, and we are not liable for products sent to any address other than the one provided in the communication you receive from us. If you have any questions, please contact us first. We are happy to help!
Was your item a gift?
If the item was a gift when purchased and shipped directly to you at the request of the purchaser (gift giver), you’ll need to have the original purchaser contact us directly about any returns or exchanges.
If the gift giver had the order shipped to themselves to give to you later, the original purchaser needs to contact us directly about any returns or exchanges, and he/she will find out about your return, if applicable.
Did we make a mistake?
While it's not common, if we sent you the wrong item, size or color we'll be happy to get you the right item right away, as long as the item you were sent is unwashed, unworn and undamaged. The same thing applies if your merchandise arrives damaged.
Please make sure to reach out to us right away using our contact form. We need to start the process within 30 days of the date you purchased the item.
Did you just change your mind?
If you're not happy with your purchase and have not worn, washed or damaged the t-shirt or piece of merchandise, just contact us
and we'll exchange it or give you a refund, minus your original shipping. You just pay for shipping and we'll take care of it!
Please be aware that you have 30 days from date you purchased the item to contact us and ship the item back or the return/exchange period will end.
What about certain products that qualify for partial refunds or no refund at all?
A CD, DVD, VHS tape or vinyl record that has been opened does not qualify for a return or exchange.
Music download purchases or software purchases are not refundable. All sales are final on downloads of any type.
Any item not in its original condition, or that is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after purchase.
What about custom products?
If you ordered a custom product like an autographed item and it arrived damaged we will happily replace it. Otherwise we don't offer refunds on custom items since they are made especially for you and can't be resold.
I received the correct order, but would like to return it. What is the process?
You may return your item if it is unwashed and unworn. You will be responsible for the cost of shipping the item back to the Stardust Life Shop and the credit you receive will be for the cost of the item(s) with the original shipping fee(s) deducted as well.
Returns and exchanges must be made within 30 days of the original purchase date. If you received the correct item but wish to exchange it for another item of equal or lesser value, you will also be responsible for the cost of our shipping the new item to you. An exchange for another item of greater value will be charged the amount of the difference in price of the items, along with the additional shipping charges applicable. Returns received without shipping reimbursement payment will not be accepted.
Please see the additional information in the above exchange or return policy answer for details regarding any return or exchange and the inspection of the items.
How long does it generally take to restock an item?
When we receive notice that an item will be restocking, an estimated ship date is then posted under that item's product description. Items will begin shipping shortly after that date.
How do I know if the item I want is in stock?
All items have real-time inventory which means the available size would not display if there was no inventory.
The inventory system powered by Stardust Life's Shop and Shopify is extremely accurate, however, in the event that an order is placed for an item that is out of stock, we will attempt to get in touch with you to get a final decision regarding the out of stock item. If the Stardust Life Shop cannot reach you within seven (7) days of the order being placed to make a decision regarding the out of stock item, the entire order will be held until the out of stock item becomes available.
Can I contact the band through the Stardust Life Shop?
Sure, go ahead and email Stardust Life via the contact page and we will forward your message to the band. The Stardust Life social media websites are also a great place to connect with the band. Don't forget to post a picture of you wearing your Stardust Life brand merchandise!
Where can I find the lyrics to Stardust Life songs?
We post lyrics from time to time on this website. Lyrics are also often available on the lyric websites that can be found online. You can also email Stardust Life via the contact page and we will answer fan questions including requests for lyrics!
Where can I see Stardust Life live in concert?
Stardust Life show dates are posted in the News
section of this website. We also post live performance and appearance information on the Stardust Life social media sites.
Are you signed up for the Stardust Life newsletter?
Sign up right now using the form at the bottom of this page or any page on this website. You can also use the Contact
page to sign up. You'll be first to hear about shows, music, new items in the shop and other news! Cheers to everyone living the Stardust Life!
The pre-sale date on the item I ordered has passed and I have still not received my order. Why?
If a pre-sale date has passed and your order has not shipped, then we have not received that item from production. Pre-sale and backorder dates are estimated based on information received by us or the production facility. We will send your order as soon as the item becomes available. Feel free to email us to inquire about it.
I have emailed the Stardust Life Shop Support Team and have not received a response yet. Is anyone even reading my email(s)?
We read every email that we receive and can assure you that we are doing our best to resolve any issues with your order. However, due to the high volume of emails we receive, we may not be able to respond to every email immediately. Please be patient. We will respond to your email as quickly as possible, usually within 24 to 48 hours.
When will my card be charged?
Shopify charges the customer's card at the time of purchase.
I did not receive my order confirmation email, what should I do?
Please check your SPAM or JUNK mail filters. If you still do not have an email, please submit a message at Contact
and tell us about the details of your order and we will find it on our end and respond with any information you might need, including a copy of your confirmation. We will respond to your email as quickly as possible, usually within 24 to 48 hours.
My order never went through, why was I charged?
The transaction that you are seeing is a hold on your account placed by your banking institution. The information you provided did not meet the security requirements of our system and it is marked as declined by Shopify, who handles our secure checkout procedure.
Shopify automatically voids your transaction, for the order you attempted to place. The funds are then returned to you after the authorization expires. This process can take up to seven days to reflect on your account, the issuing bank will determine the time period.
The Shopify processing system requires that your billing address matches exactly what is on your printed bill. The city, state, and zip must match exactly what your bill states in order for a transaction to successfully process in our system.
Do you ship partial orders?
No, we cannot ship partial orders. If your order is missing an item, you will be notified by email and will be asked to choose a replacement item of equal or lesser value, or asked if you'd like to wait. If we cannot reach you or do not receive a response, your order will be held until all of the items ordered become available. This also applies to pre-sale items that you may have ordered. Your order will not be shipped until that pre-sale item becomes available.
My order just will not go through, why?
Make sure you have filled out all of the fields, including the country to which your order is shipping. If you still have problems, email us with a description of your problem (including a way to contact you by email and phone if needed) and we'll look into your specific case.
Why is my credit card being declined?
Here are the reasons why your card might be denied:
1. The Credit card company processing your card, for whatever reason has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or issuing bank.
2. The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address of the card matches what the user entered. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order will get declined.
What is a card code?
The card code is a three or four digit number located on the back of credit cards and bank cards. This number is an added fraud protection feature used sometimes when someone is purchasing a product online or over the phone.
What is a coupon code and where do I get one?
Sometimes we may, at our discretion, offer discount codes for our customers to receive a deduction on their order. These codes are entered and applied towards your shopping cart balance during the checkout process. Coupon codes must be entered at the time of purchase to receive discount. Subscribe to our Newsletter via the Contact
page to be the first to know about and receive specials!
What if I received my order, but it's incomplete?
If you received your order and it is missing items, please contact customer support through Contact
page of our website. You must notify us of any problems with your order within 30 days of the purchase date.
What if I entered the wrong address, or my package is undeliverable?
If you give us the wrong address and/or your package is deemed undeliverable by the USPS it will be returned to our warehouse.
When it arrives here, you'll be contacted by a Customer Service Agent and asked to give us a new address. We will not try to ship it to the same address, and you'll need to pay for shipping again. We do not issue refunds based on incorrect information provided to us in the ordering process, so please be very careful when entering your data so the order can be processed correctly. We want you to get your order and be happy with it the first time around!
What if I have a question I didn't see in this FAQ list?
If you have ANY question, we always want to hear from you! Please contact customer support through the Contact
page of our website.