Help Center

Signing In

 

Learn how to become a member of our site. How to find your user ID and password .

 

Q1: How to register on stars-stores.com?

 

Click on the "My Account" link on stars-stores.com. Choose to create an account and fill in your personal information (name, email address) and login password. Then click to submit your information to begin your membership. You will receive an email shortly afterwards confirming your membership details.

 

Q2: How do I change my password?

 

Sign in at the top, left-hand side of any page.

 

Click on Your Account.

 

Select Sign In Options under Personal Information.

 

Change your current Password by completing the appropriate fields and click Update My Log In to save your changes.

 

Q3: What should I do if I forget my user ID or password?

 

If you have forgotten your user ID you can request to have it emailed to you. Here’s how:

 

Click Sign In on the top right corner of stars-stores.com.

 

Click Forgot Your User ID under sign-in fields. Provide the required information.

 

We will send your user ID to the email address stored in the Personal Information section of Your Account.

 

If you have forgotten your password you can create a new password by resetting it on your own. Here’s how:

 

Go to the Forgot Your Password page. Provide the required information.

 

We will send instructions on how to reset your password to the e-mail address stored in the Personal Information section of Your Account.

 

Click the link contained within the password reset email and provide the required information.

 

Note: The information you enter must be identical to the information submitted on your registration. If it is not identical, you will be asked to contact Customer Care.

 

Ordering & Status

learn how to place your order and check your order status .

 

Q1: How to place an order on stars-stores.com?

 

Step 1: Sign in your account. If you don’t have one, please register here!

 

Step 2: Find the items which you are interested in and click the “Add to Cart ”

 

Step 3: Select the Secure checkout and fill your shipping address and proceed to the next 

 

Step 4 : Choose your preferred shipping method and proceed to checkout.

 

Step 5: Choose your preferred payment method and your order will be successfully placed.

 

Q2: Can I buy items without registering with stars-stores.com?

 

No, you can buy products from our site only when you registered with our site. Creating an account will make your purchase process even quicker. You will also be able to track all of your current orders, review your order history and enjoy other member privileges.

 

Q3: How can I view my Order Status?

 

To access Order Status now, log in and click Order Status in the Your Account box on the left-hand side of any page. Use Order Status to:

 

Check the status of your online orders by date, PO number, online reference number or item number

 

Transfer your order information to UPS, FedEx, DHL or USPS for instant shipping information

 

Track orders shipped via UPS, FedEx, DHL or USPS

 

Shipping & Delivery

 

Learn the shipping policy, tax, customs and duties

 

Q1: Shipping Policy

We ship to any address in the world. Items ordered through us are shipped by EMS or TNT or DHL or FEDEX. We will inform you with tracking No. by e-mail as soon as your order is shipped out. Delivery will take approximately 3-7 working days. Our products are shipped out every day, from Monday to Saturday, except holidays. 

 

http://www.ems.com.cn/english-map.jsp

 

http://www.tnt.com

 

http://www.dhl.com/en.html

 

http://www.fedex.com

 

Q2: What kind of shipping methods do you offer?

 

stars-stores.com has built up solid partnership with all big four shipping companies: DHL, EMS, FEDEX and TNT to provide professional worldwide door-to-door service.

 

Q3: Why my order cannot be sent by UPS/DHL/Fedex?

 

There are several reasons for that:

 

1. Products like lasers, E-cigarettes cannot be shipped by express mail as it can be easily detained by the customs. In this case, we ship them by regular post service.

 

2. Some countries are not covered by UPS/DHL/Fedex, so the carrier will change the shipping method for your package. Countries that we can currently ship EMS packages to:

 

Australia, Austria, Belgium, Cambodia, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Italy, Japan, Luxembourg, Macau, Malaysia, Malta, Mongolia, New Zealand, North Korea, Norway, Papua New Guinea, Philippines, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Thailand, U.K., U.S.A, and Vietnam.

 

Q4: How long will it take for my item to reach me?

 

Please note that business days, excluding Saturday, Sunday and Public Holidays, are calculated in terms of delivery period. In general, it takes about 3-7 business days for delivery.

 

Q5: Which products cannot be shipped by express shipping method?

 

Laser pointer, E-Cigarette and the product which includs batteries cannot be shipped by express shipping method. 

 

In order to make the order be delivered safe and sound, we would like to send your package by regular mail, but the shipping time is a little longer since it may easily be detained by the customs.

 

Q6: Tax, Customs & Duties

 

a. stars-stores.com does not add any taxes, VAT, or other hidden charges. Buyers pay what they see on the order screen, i.e. goods subtotal + shipping cost.

 

b. In most countries, you have to pay taxes or duties on imported goods. Sometimes goods under a certain value, or in certain categories, do not incur taxes.

 

c. Normally, stars-stores.com shipping service partners including FedEx, EMS, TNT and DHL will pay the corresponding tax for the buyer in advance and post you a tax bill later than the date of the product receipt. Please follow the shipping company's instructions to pay back the tax.

 

Payment Terms

 

Know about payment options and advantages of payment method.

 

Q1: What payment methods do you accept?

We accept payment by PayPal, Credit Card, Western Union, etc.

 

Q2: What's the advantages with using PayPal?

a. With PayPal, you can send payment quickly and securely online.

 

b. Through PayPal, you can pay with credit card, debit card, or bank account balance.

 

c. Once your order is submitted, you will be redirected to PayPal's site where you could make the payment.

 

d. Payment is traceable. You can trace the status of your payment using your PayPal account.

 

e. Payment does not require you to use your credit card online (you can transfer directly from your bank account). We do not see your credit card number (it is safely encrypted through PayPal's server), which limits the risk of unauthorized use.

 

 

Q3: Why is my payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention 

systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank. 

Payment with PayPal fail, you can contact your PayPal company. 

Here are PayPal's phone numbers:

 

1. 888-221-1161 (US & Canada Toll Free)

 

2. 888-215-5506 (US & Canada Toll Free)

 

3. 402-935-7733 (International)

 

4. 402-935-2050 (International)

 

 

Refund Policy

Learn about our refund policy.

 

1. For the item(s) with the quality issue

Once Customer Service confirmed the product was not damaged on purpose, you can initiate a return for the item(s) with quality problems within 30 days after you received it. Please be ready to provide Customer Service with photographs or the videos clearly showing any issues related to the item. If it is our fault, we will refund the full cost of the merchandise as well as shipping fees.

 

2. For the wrong size item

Please do remember to read the size details before you place the order. If you buy the wrong size, the returning shipping fee will be on your own cost.

Items with an actual measured size of at least 2 cm larger or smaller than the size chart on our website are considered to be allowable. Please send the clear pictures to show the correct size of the item(s) received. Errors of less than 2 cm are not grounded for a refund. 

 

3. For the item not as described

If the item(s) differs greatly from the specifications or the descriptions on our website, Please provide our Customer Service with photographs or the videos clearly showing any issues related to the item. We will also take responsibility if it is our fault.

 

4. Color Mismatch

The settings of your computer screen may alter the color of the pictures shown on stars-stores.com. Slight color mismatch between the color of your item(s) and the color shown on screen may not mean that the item(s) is defective or wrongly-shipped. 

 

5. For the item which you do not want

You may be eligible for a return or exchange depending on your situation and the type of item(s) involved. However, the returning shipping fee will be on your own cost.

 

6. For the item returned to the wrong address

We have only one returning address. So if you return the item(s) to the wrong address without our permission, you are not expected to ask for the refund for the returning package(s).

 

Worldwide Service

 

Find out the countries we serve .

 

Q1: To which countries do you export?

 

We export to virtually every country around the world (except to countries prohibited under U.S. law).

 

Q2: How do I get a quote?

 

You may submit your request for quotation through our web site, via email, fax or phone to your Sales Representative.

 

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