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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.
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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.
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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.
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Question: Can I order custom product by mail order?
Answer: No, you cannot order custom product by mail order.
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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.
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OrderingQuestion: 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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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
theShippingsection for details on our
shipping rates, policies and transit times.
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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.
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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:
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- 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.
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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-mailcustomerservice@starwarsshop.comand we will be happy to
issue a call tag for you with Fedex.
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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 herefor details.
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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.
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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.
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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.
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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 herefor one
online currency conversion site.
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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 pleaseclick hereto 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.
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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.
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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.
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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.
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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.
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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.
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Question: If
something goes on sale after I bought it, 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. Please send
an email tocustomerservice@starwarsshop.comto request the
discount.
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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.
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