StarWarsShop.com - Frequently Asked Questions

Our goal is to provide you with the best possible customer experience. Please read the following commonly asked questions and answers before contacting us.

How do I check on the status of my order? Has my order shipped yet?
Can I cancel or change my order once I submit it?
What is your return policy?
How long after I place my order will it ship?
When will my backordered and preorder merchandise ship? If I have both in stock and backorder/preorder items in my order, can I have the in stock items shipped to me right away?
If I have a backorder or preorder item in my order along with in stock items, are my in stock items reserved until my backorder/preorder items come in?
If I have a preorder item in my order along with other items, am I assured to get the preorder item as soon as it comes in?
What shipping and handling fees will you charge for my order(s)?
How long will it take for my order to arrive?
Will an email confirmation be sent to me for my order?

If the above list does not answer your question(s), then please refer to the complete FAQ listed below. Thank You.

Custom Orders (Zazzle)

Question: Can a custom item be changed once an order has been placed?

Answer: You cannot change a custom item once you have placed an order. Please note that all orders may be in the process of shipping, and therefore cannot be cancelled.

Question: Will I receive my custom item with my regular StarWarsShop.com order?

Answer: A custom item will be handled differently from other StarWarsShop.com items. If you have a custom t-shirt or print in your order, the entire order will automatically be split shipped and you will be charged shipping on each individual sub-order. Your custom order will ship usually within 48 to 72 hours and an email with a tracking number will be sent to you. Unlike regular StarWarsShop.com items, custom items will generally ship using DHL as a carrier, and delivery times are almost identical to FedEx. Please click here to contact StarWarShop.com customer service for order and shipment status.

Question: How do I return a custom item?

Answer: If you are not completely satisfied with your product, you can return it and request a replacement or refund within 30 days of receipt. Please contact Zazzle Support at www.zazzle.com/swsupport to request a Return Merchandise Authorization (RMA). After receiving your request, an RMA number will be issued via e-mail along with additional return information. Returned shipments that do not include an RMA number will not be honored.

Question: Can I order a custom product by mail order?

Answer: No, you cannot order a custom product by mail order.

Question: What is the delivery time for custom prints?

Answer: Framed prints are usually made to order, so depending on the customization please allow 8 to 10 business days for delivery.

Ordering

Question: Has my order shipped yet? How do I check on the status of my order?

Answer: Please visit the Order History section on the Your Account page to check your order status.

Question: Do you accept P.O. Boxes in the ship to address field?

Answer: At this time we aren't able to deliver to P.O. Boxes except in the case of military addresses.

Question: How do I enter a military address?

Answer: Select your area of Armed Forces in the state pull down when entering your address during checkout. You will have three choices: Armed Forces, Armed Forces America, or Armed Forces Pacific. If this is selected, you will be allowed to enter a P.O. Box in the ship to address field.

Question: Is your site secure?

Answer: We use Secured Socket Layer (SSL) technology, which encrypts data from the Internet to our location, to ensure your credit card information is transmitted to us securely.

Question: What types of payment do you accept?

Answer: We accept Visa, MasterCard, American Express, Discover, StarWarsShop.com gift certificates, and money orders. Personal checks and company checks are not accepted. We do not accept check or debit cards, unless the debit card has a Visa or Mastercard symbol on it.

Question: When will my credit card be charged?

Answer: Your credit card will be charged when items are in stock and are ready to ship. When you place an order, your card is authorized, not yet charged, for the order amount if the item is in stock. If it is a pre-order or back order item you will not be authorized until all of the items on the order are in stock.

Question: Do you accept orders by phone?

Answer: The shop does not have a phone number and we do not take phone orders at this time.

Question: Can I order by mail using a money order, credit card, or StarWarsShop.com Gift Certificate?

Answer: You can order through the mail and pay with a bank, U.S. Postal, or international money order, major credit card, or StarWarsShop.com gift certificate. All orders are in US dollars. Personal checks and cash are not accepted. Simply go through our online shop and check out. In Step 3: Payment during checkout you will see Offline Payment Options section at the bottom of the page. Click on the link in that section and it will give you a summary of your order. To submit payment by mail using credit card, money order, or StarWarsShop.com Gift Certificate, please print the form, complete it by hand, and mail it, along with your payment, to:

Lucasfilm - StarWarsShop.com
Product Order
PO Box 29901
San Francisco, CA 94129

We cannot reserve your order until we have processed your credit card or money order, which may take up to one week. Since demand is expected to be high, we cannot guarantee that the product(s) you are ordering will still be available at that time.

You must go through the check out process online to see shipping charges and taxes for your order.

Question: How long will it take my order to arrive?

Answer: 2-Day and Next Day orders placed by 10a.m. Pacific Time on a business day (Monday-Friday) ship that same day. Ground orders will ship within 48 hours - assuming all items in your order are in stock. If your order is placed on a weekend (Saturday-Sunday) it will ship on Monday if it is s 2-Day or Next day order, and by Wednesday if it is Ground - assuming all items in your order are in stock. We ship from the West Coast, so ground shipments going to or around California will be in transit for just one or two business days. Orders to the Mid-Atlantic will be in transit between 3 and 5 business days, and orders to the East Coast will be in transit from 6 to 8 business days. You will receive an e-mail notice with a tracking number the day after your package ships. Please visit the Shipping section for details on our shipping rates, policies and transit times.

Question: Will an email confirmation be sent to me for my order?

Answer: An order confirmation email with your order number will be sent to you as soon as you click the "Complete Purchase" button. You will also receive a shipping confirmation email once your order ships. If you are having trouble receiving this, please check your e-mail system's SPAM filter.

Question: Do you accept returns?

Answer: StarWarsShop.com offers an unconditional, no-hassle, 30 day return guarantee. Any unopened item can be returned for any reason within 30 days of delivery. Please note that a separate procedure for returning custom t-shirts is outlined in a previous section of this page and should be used accordingly.

Opened items can be returned under the following criteria:

- Items damaged or defective upon delivery;
- Items not to your satisfaction in relatively unused condition;
- Items that are not as advertised or were as specified in the original order;
- Gift items with proof of purchase, such as an invoice, from StarWarsShop.com;
- Non-costume apparel in relatively unused condition.

To avoid any delays in your return or exchange, please use the following procedure:

1. Please pack it carefully in its original container or similarly sized container.
2. To reduce your expense and trouble in returning posters to us, cut off the bottom few inches of the damaged poster, enough so we can identify which poster you purchased. Fold it, and return this portion to us in a standard size envelope.
3. Attach the peel-off return address label included on your order's packing slip.
4. Please include a copy of the packing slip and write the reason for the return, and how you would like us to handle the return, on the back of this copy.
5. Please use a carrier that provides a reliable tracking service, such as Fed Ex or UPS, to return the item.

If you have lost the packing slip, please write your full name, e-mail address, and instructions on a piece of paper and send the package to us at:

Lucasfilm, Ltd.
Attn: RETURNS
20100 S. Vermont Ave.
Torrance, CA 90502-1475

Purchases with free gifts will only be refunded upon return of the free gift. Opened DVDs and videos can only be exchanged for the same title. Costumes and accessories and opened games are not refundable and can only be exchanged for the same item. Please allow 3 to 4 weeks for a refund or exchange to be processed.

Question: What if I receive a damaged item or an item is not as advertised, will I have to pay return shipping?

Answer: If you receive an item that is damaged or defective when you first receive it or it is not as we advertised you do not have to pay return freight. Please e-mail customerservice@starwarsshop.com and we will be happy to issue a call tag for you with Fedex.

Question: Do you offer volume discounts?

Answer: We do offer volume discounts which you may want to look into if you're planning a special event. Click here for details.

Question: Can you mail me a catalog of the items in the store?

Answer: Our shop only exists on the web and we do not have a paper catalog. Our online shop displays all the items we have available for sale. We do have a section in the Insider where will display a selection of our current inventory called Tosche Station. You must subscribe to the Insider to receive this.

Question: Where else can I find Star Wars merchandise?

Answer: Since we are not the manufacturer of the items in our online shop, we don't have information on what stores carry each item.

Question: Can you tell me the value of certain collectibles?

Answer: We only have information on the items that we sell through our shop. We can not estimate the value of other collectibles.

Question: In what currency are the prices?

Answer: The prices in the shop are in US dollars. If you'd like to know how this price converts into other currencies, we recommend that you check an online resource for current exchange rates. The rate you are charged will be close to this rate, but it may not match exactly. Click here for one online currency conversion site.

Question: Can I cancel or change my order once I submit it?

Answer: Orders cannot be cancelled or changed once they have been submitted unless one or more items in your order are backorder or preorder items that will not ship immediately. In this case please click here to contact us through our online web form, include your order number, name and instructions about the changes you would like to make and we will try to accommodate your request. We cannot add items or combine orders.

Question: Do you offer gift wrap and will the recipient be able to see what I paid for the items?

Answer: Yes. Each wrapped gift includes standard gift wrap paper and you have the option of entering a gift message which will appear on the packing slip. We charge $4.95 per wrapped item. We do not offer Star Wars-themed wrapping paper at this time. Prices are not shown on packing slips for gift order items so the recipient will not know what you paid for the item. Note: if you have gift wrap or gift note items and non-gift items in your order, your order will be split shipped and you will be charged shipping and handling for each shipment separately. We need to separate gift items so we can create a separate packing slip and suppress prices for the recipient.

Question: What happens if my credit card authorization fails? Will I lose my product?

Answer: If your credit card is not authorized for any reason we will send you an email. You will have 48 hours to update your credit card information in the Your Account section of our web site. Your order will be re-authorized at that point. If it passes authorization your order will be processed. If it does not pass authorization your order will not be processed. We do not hold inventory between the attempts for authorization. If your credit card is not authorized you may lose your priority or "place in line" for the product you ordered. You will still get your product if your order goes through upon re-authorization, but you will lose your place in line if you are purchasing a limited edition numbered item.

Question: Do I need to have cookies enabled to place an order?

Answer: Yes, you need to have cookies enabled to place an order. You do not need cookies enabled to browse the site, use the add to cart function, etc. but you will need to enable cookies to place your order for security purposes.

Question: What if I forget my password and can't log in?

Answer: If you forget your password please click the Forgot Password link under the submit button during log in. We will then send you a temporary password that will allow you to log in and update your password. Please keep in mind that for security purposes any credit card information associated with your account will be deleted. This will not affect any current orders with us. Please do not copy and paste the log in name or password as an extra space may be caught which renders your log in incorrect. Also keep in mind our log in is case sensitive.

Question: When I order a gift certificate can I also order other items?

Answer: No. If you order a gift certificate you cannot order other items at the same time, you will have to place an order for your other items separately. There is no shipping cost associated with ordering a gift certificate.

Question: If something goes on sale after I bought it, or I find a price that does not match the web site price, can I get a price adjustment?

Answer: We will give you a price adjustment if you purchased the item within 30 days of it going on sale, with the exception of limited time promotional sales. Prices reflected on the web site are accurate and cannot be adjusted.

Question: Can I return a gift certificate for a refund?

Answer: No, we do not allow for refunds on gift certificate orders. However our gift certificates do not expire so you can use it whenever is convenient for you.

Shipping & Tax

Question: Will I receive an email confirmation when my order ships?

Answer: Yes, you will receive an email with a tracking number when your order ships. Your tracking number may take up to 24 hours to be active in the Fed Ex or USPS system. If you are having trouble receiving this, please check your e-mail system's SPAM filter.

Question: When does backordered and preorder merchandise ship? If I have both in stock and backorder/preorder items in my order, can I have the in stock items shipped to me right away?

Answer: If something is on backorder, or if you ordered a product that is a preorder item, we will hold your order until everything is available and will ship it to you all at one time, unless you choose "split ship" during checkout. You can check the status of your order or items in your order in the Your Account section on the site. If your order has already been placed and you decide after the fact that you'd like to split ship your order, please click here and we will do our best to accommodate your request. ***Please note that if you select split ship you will be charged shipping for both shipments.

Question: If I have a backorder or preorder item in my order along with in stock items, are my in stock items reserved until my backorder/preorder items come in?

Answer: No. Unfortunately if your order is held due to a backorder or preorder item, the only way to assure that other items in your order will be available when your backorder/preorder items come in is to split ship your order and have your in stock items sent out right away.

Question: If I have a preorder item in my order along with other items, am I assured to get the preorder item as soon as it comes in?

Answer: No. The only way you are assured to get the preorder item as soon as it comes in is to split ship your order during checkout. Otherwise, if there is another item in your order in addition to the preorder item, and that item is out of stock when the preorder item comes in, we will not ship you the preorder item until all items in your order are in stock. So if you want to get your preorder item in the first batch of shipments or if you want to reserve your lower edition number (we ship edition numbers based on when you placed your order, orders placed on day 1 vs. day 2 will get lower edition numbers, but all items in your order must be in stock when the preorder items comes in for this to occur) you should split ship your order.

Question: Will you be charging me sales tax on my order?

Answer: We collect sales tax for orders shipped to California only.

Question: Do you have shipping territory restrictions?

Answer: Shipping territory is noted on each product detail page. Most items ship worldwide to our approved ship to country list.

Question: If I'm an international customer, am I responsible for import customs fees?

Answer: International customers are responsible for all import and/or customs fees charged by your government in addition to the shipping fees displayed below. We are unable to determine which shipments will be charged these fees or the amount of the fee that might be charged. Fed Ex will deliver your package and send you a bill for the import/customs fees. You will be responsible for paying this bill.

Question: How long after I place my order will it ship?

Answer:For Ground orders, we strive to ship all in-stock orders placed by 10a.m. Pacific Time within 3-5 business days (business days M-F only), but during peak periods (e.g. holiday’s) this could be as long as 5-7 business days. All 2-Day and Overnight orders placed by 10a.m. Pacific Time will ship out same day (business days M-F only). International orders placed by 10a.m. Pacific Time will ship 72 hours after the order is placed. We do not ship on weekends. If an order is placed on Friday after 10a.m. Pacific Time, the order will not ship until the following Monday, regardless of the shipping method selected.

Question: How long will it take my order to arrive?

Answer:For orders where all items are in stock, transit times in each shipping method chart below apply. These transit times are after the order leaves the warehouse so you will need to add the processing time from the question above to the transit time. You can track your order status on our web site in the Your Account area.

Question: What shipping and handling fees will you charge for my order(s)?

Answer: Our shipping and handling fees are calculated automatically as per the following tables and you will see this charge during checkout on the site. A shipping surcharge will apply on some items that are oversized in dimension or weight. If a shipping surcharge applies to an item you will be notified on the product detail page and again during checkout. The shipping tables below provide transit times on each shipping method.

Shipping and Handling Fees

Continental USA: Economy Shipping After the order leaves the warehouse: - West coast transit can take 8-10 business days - East coast transit time is up to 15 business days
Purchase Amount	Shipping Charge
$1 - $9.99	$5.95
$10.00 - $25.99	$6.95
$26.00 - $49.99	$7.95
$50.00 - $79.99	$9.95
$80.00 - $99.99	$11.95
$100.00 - $149.99	$13.95
$150.00 - $199.99	$15.95
$200 +	10% of order subtotal

Continental USA: FedEx Ground After the order leaves the warehouse: - West coast transit is 3-4 business days - East coast transit time is up to 10 business days
Purchase Amount	Shipping Charge
$1 - $15.00	$7.95
$15.01 - $25.00	$9.95
$25.01 - $50.00	$10.95
$50.01 - $69.99	$12.95
$70 - $79.99	$13.95
$80 - $99.99	$15.95
$100 - $149.99	$17.95
$150 - $199.99	$19.95
$200 +	15% of order subtotal

Continental USA: FedEx Two Day After the order leaves the warehouse: - Transit time is 2 business days
Purchase Amount	Shipping Charge
$1 - $29.99	$17.95
$30 - $49.99	$22.95
$50 - $69.99	$26.95
$70 - $79.99	$29.95
$80 - $99.99	$32.95
$100 - $149.99	$36.95
$150 - $199.99	$42.95
$200 +	25% of order subtotal

Continental USA: FedEx Next Day After the order leaves the warehouse: - Transit time is 1 business day
Purchase Amount	Shipping Charge
$1 - $29.99	$21.95
$30 - $49.99	$26.95
$50 - $69.99	$30.95
$70 - $79.99	$33.95
$80 - $99.99	$36.95
$100 - $149.99	$40.95
$150 - $199.99	$46.95
$200 +	30% of order subtotal

Alaska, Hawaii, Puerto Rico, and Other U.S. Territories, and Military Addresses (USPS Priority Mail) After the order leaves the warehouse: - Transit time is 4-10 business days
Purchase Amount	Shipping Charge
$1 - $19.99	$9.95
$20 - $29.99	$16.95
$30 - $39.99	$19.95
$40 - $69.99	$22.95
$70 - $79.99	$25.95
$80 - $99.99	$28.95
$100 - $149.99	$31.95
$150 - $199.99	$34.95
$200 +	20% of order subtotal

Canada: FedEx International Economy After the order leaves the warehouse: - Transit time is 4-10 business days
Purchase Amount	Shipping Charge
$1 - $29.99	$17.95
$30 - $49.99	$22.95
$50 - $69.99	$26.95
$70 - $79.99	$29.95
$80 - $99.99	$32.95
$100 - $149.99	$36.95
$150 - $199.99	$42.95
$200 +	25% of order subtotal

Other International: FedEx International Expedited After the order leaves the warehouse: - Transit time is 3-7 business days International customers: In addition to these shipping fees, you are responsible for any import or customs fees charged by your government in addition to the shipping fees shown below. We are unable to determine which shipments will be charged these fees or the amount of the fee that might be charged.
Purchase Amount	Shipping Charge
$1 - $15.00	$28.95
$15.01 - $29.99	$32.95
$30 - $39.99	$38.95
$40 - $49.99	$44.95
$50 - $59.99	$48.95
$60 - $69.99	$52.95
$70 - $79.99	$69.95
$80 - $99.99	$74.95
$100 - $149.99	$79.95
$150 - $199.99	$89.95
$200 +	50% of order subtotal

A shipping surcharge will apply on some items that are oversized in dimension or weight. If a shipping surcharge applies to an item you will be notified in the item description on the product detail page and during checkout.

If shipping an order to more than one address or split shipping orders, shipping and handling charges will apply to each shipment.

We ship from the West Coast, so ground shipments going to or around California will be in transit for 3-4 business days. Orders to the Mid-Atlantic will be in transit between 4-6 business days, and orders to the East Coast will be in transit from 8-10 business days. You will receive an e-mail notice with a tracking number the morning after your package ships.

Canadian orders are shipped by Fed Ex International Economy and take 5-15 business days to arrive. Other international orders are shipped by FedEx International Expedited and take between 3 and 7 business days to arrive.

Question: What shipping carriers do you use?

Answer: U.S. orders Ship by FedEx or USPS. Canada orders ship by Fed Ex International Economy and all other International Orders Ship by FedEx International Expedited. Orders shipped to military addresses are sent by USPS.

Question: Order confirmation and order tracking.

Answer: When you complete your order an order confirmation page will be displayed. Please print this page as it contains your order number and order information. You will also receive an email order confirmation from us with details about your order. For continental U.S. orders shipping via FedEx or USPS, we will also send you e-mail when your order ships, including a tracking number so you can track your package from the FedEx or Post Office web sites.

Question: Any questions or problems?

Answer: If you have any questions or have a problem with your order, please click here to contact us. We will respond very promptly to your concerns.

Merchandise

Question: Do you offer a discount to Hyperspace members?

Answer: We do offer a discount to Hyperspace Fan Club members but only on select items. Please check the individual product detail page for a given product - if you see the Hyperspace logo with text "Hyperspace Members receive 10% off this product" that means the product qualifies for the discount. You can also check the Hyperspace discount section of our site. You must be logged in to your Hyperspace account from www.starwars.com in order to automatically receive your discount during checkout. If you are not logged in the following instructions will appear on the Order Verification page during checkout:

If you are a Hyperspace member, you must be signed in to receive your discount and member access. To sign in, click here, enter your email address and Hyperspace password, then click "Sign In". Refresh the page or click "recalculate order" to see discount.

Question: What exclusive Star Wars items do you have?

Answer: Since StarWarsShop.com is the official Star Wars shop run by Lucasfilm, many of the manufacturers produce exclusive product for our shop. We carry exclusives in many different categories and are constantly working to create new exclusive opportunities for our customers. Three types of exclusives exist on StarWarsShop.com as follows:

Pure exclusive items made solely for sale on StarWarsShop.com.
Shared exclusive items that are originally designed as an exclusive for a large retailer like Target or Kmart and are sold on StarWarsShop.com when they are no longer available at these stores or items that we share with only the manufacturer or one other retailer.
Select international items that are available in the U.S. only through StarWarsShop.com.

Custom Orders (Zazzle)

Ordering

Shipping & Tax

Merchandise

Other Questions

Custom Orders (Zazzle)

Ordering

Shipping & Tax

Shipping and Handling Fees

Merchandise

Other Questions