Frequently Asked Questions
Do you have a question regarding Shop.StarCityStudios.com? We're happy to help. We can only answer questions directly related to the products or the store at shop.starcitystudios.com.
To find a quick answer to your question, read through our FAQs below.
About My Order
Q1. How are my orders processed?
The Star-City Studios Shop is powered by Shopify, they provide us with the online e-commerce platform that allows us to sell our products and services to you. The fulfillment of orders, including manufacturing (on-demand printing), shipping and returns are performed by Printful, an on-demand order fulfillment company with facilities worldwide!
We strictly comply with legal terms and conditions of the following:
(i) Shopify: Payments - https://www.shopify.com/legal/terms-shopify-payments
(ii) Printful: Returns - https://www.printful.com/policies/returns
Q2. Can I send my order to a P.O. Box address?
We cannot deliver to P.O. Box addresses except military addresses (APO/FPO).
Q3. How long does it take for my order to arrive?
Printful total delivery time combines a 2–5 business day fulfillment time to create custom products plus separate transit shipping times depending on the destination. Total time frames vary by location and service level.
Fulfillment & Processing
Standard creation: 2–5 business days on average for most items.
Potential variables: High order volumes, specialized embroidery, or stock shortages can occasionally push production closer to the 5-day mark or slightly beyond.
Shipping Transit Times
US domestic orders: 1–8 business days (standard) or 1–3 business days (express).
International orders: 5–20 business days depending on the destination region and carrier.
For more info on Printful estimated delivery time, and how it is calculated.
Please visit Printful: https://help.printful.com/hc/en-us/articles/360017631360-What-s-the-estimated-delivery-time-and-how-is-it-calculated
Q4. What do I need to know about ordering internationally?
We appreciate the business from our international customers. Please be aware that the items in your order must not be prohibited by embargo or international restrictions. We are not responsible for orders confiscated by the legal authorities of your country or state and we suggest you check with your local customs office regarding import laws before you place your order.
Please note that, in addition to the shipping charge, customers shipping to locations outside the U.S. are responsible for paying all costs associated with importing the order, including all taxes, fees and/or duties.
· Import fees may be billed to you by the carrier fulfilling your shipment.
· The listed shipping cost covers the cost of shipping only.
Please note that all sales are final, and we do not offer exchanges or refunds for international orders, including orders for which you are unable or unwilling to pay the additional duties and taxes which your government requires. Please see our Shipping Policy for more detail: https://shop.starcitystudios.com/pages/delivery
Q5. Can I cancel or make changes to the items in my order?
To cancel an order Contact US on the same Business Day (no later than, 4 pm eastern standard time) that you placed the order by sending an email to: support@shop.starcitystudios.com. Please provide the order number and request to cancel your order.
Act Fast: Star-City Studios Shop can only cancel the order if it has not entered the "Being Fulfilled" or “Production Stage” by Printful.
What Happens Next
- Before Production: If your Order Cancellation is received in time, Printful stops the order and issues a full refund to the Star-City Studios Shop, and we will then refund you.
· After Production: If the item is already being printed or has shipped, it cannot be canceled or changed. You will need to wait for it to arrive and follow the store’s return policy.
Q6. How do I track my order?
You’ll receive a tracking link via email when your order ships out. You can also track your order via our Order page on the Star-City Studios Shop website. If you have any questions about your tracking or shipment, contact your third-party carriers.
Q7. If you provide a wrong address?
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Q8. What if the package was lost in transit?
For packages lost in transit
Claims must be submitted within 30 days of the estimated delivery date.
Still need help? Printful Support Team is here for you—reach out anytime through their contact form or start a chat with them.
Q9. How long do I have to submit a return or exchange claim?
You have 30 days to submit a claim, but the exact timeframe depends on the issue.
For damaged, misprinted, or defective items
You must submit your claim within 30 days of receiving the product.
For packages lost in transit
Claims must be submitted within 30 days of the estimated delivery date.
Still need help? Printful Support Team is here for you—reach out anytime through their contact form or start a chat with them.
Returns
What’s your return policy?
Does Star-City Studios Shop have a return policy?
Star-City Studios Shop does not accept returns or exchanges for buyer's remorse, wrong sizes, or incorrect colors because all items are made to order. However, if a product arrives misprinted, damaged, or defective, Printful – the on-demand order fulfillment company used by Star-City - covers the cost and offers a free reshipment or refund.
All claims for defective items or lost packages must be submitted within 30 days of the delivery date. If a package is returned to Printful due to an incorrect address or if it goes unclaimed, you are liable for reshipment costs, and unclaimed orders are donated to charity after 30 days.
Q10. I received a wrong/damaged product, what should I do?
We don’t offer returns and exchanges, but if there’s something wrong with your order, such as: misprinted/damaged/defective items please let us know by submitting a claim to Printful: with photos of the damaged product, your order number, and any other details you may have about your order.
Report by email
To report the issue, please reach out through Printful’s contact form or start a chat with them. Include:
- A clear photo showing the entire damaged item,
- Your order number, and
- A short description of the issue.
Important notes
A full photo of the damaged item is always required to assess the issue and offer a solution. Without it, we won’t be able to proceed with a reprint or any other resolution.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the item, please reach out through Printful’s contact form or start a chat with them
The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Once Printful received your email and reviewed the report, Printful will follow up with the next steps. If the damage qualifies, cover the reprint and shipping costs.
Q11. Can I exchange an item for a different size/color?
At this time, the Star-City Studios Shop doesn't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know within a week after receiving your order.
Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund! If you notice an issue on the products or anything else on the order, please reach out through Printful’s contact form or start a chat with them.
Q12. Can I return sealed goods?
Printful does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Q13. Any other questions?
Get in touch with us @ support@shop.starcitystudios.com.