Frequently Asked Questions

PAYMENT & BILLING


Q: What payment methods are accepted by Shop.StarvistaLIVE.com?

StarVista LIVE accepts most major credit cards, including American Express/Optima, VISA, MasterCard and Discover Networks. You can enter your credit card information during our secure checkout process . If you would like to place your order by phone, please call our Customer Service Center at 1-800-222-4214. Our agents are available from 9 am to 9 pm ET.


Q: When will my credit card be charged?

Your credit card will be charged when your order ships. For in-stock products, we require a short processing time to fulfill your order (one to three business days on average). During this time you may see a pre-authorization on your card, but you won’t actually be charged until your order ships from our warehouse.


Q: Do I have to pay taxes on my order?

StarVista LIVE is required by law to collect sales tax in states where our business is registered. We are registered in California, Kentucky, and Virginia.

SHIPPING & DELIVERY


Q: Can I ship my order outside of the United States?

Residents of Canada may contact our customer service center at (800) 222-4214 to place an order. Canadian shipping rates and delivery times will vary depending on ship address.

Unfortunately, we cannot process payments or ship orders to US territories or other international addresses other than Canada at this time.


Q: When will my order arrive?

We are dedicated to processing and fulfilling your order quickly. If you are ordering a Malt Shop Memories product for the Malt Shop Cruise, and you ordered by September 1, 2016, we guarantee it will arrive to your home in time for you to bring it with you on the cruise – approximately mid-October.


Q: What is the cost of shipping?

Standard shipping is $7.95 for all orders on shop.starvistalive.com and will be processed by FedEx SmartPost in the United States.

We also provide expedited shipping options during checkout for faster delivery service, which will be processed by FedEx. The costs of the upgraded shipping options are:

  • FedEx Express Saver*: $14.95
  • FedEx 2nd Day Shipping*: $16.95
  • FedEx Next Day Shipping*: $26.50


Q: The product I ordered/want to order is on backorder. When will it arrive?

New stock should arrive within thirty days (typically much sooner). Orders for backordered products are processed in the order they were received and immediately after stock arrives in our warehouse. If you are ordering a Malt Shop Memories product for the Malt Shop Cruise, and you ordered by September 1, 2016, we guarantee it will arrive to your home in time for you to bring it with you on the cruise – approximately mid-October.


Q: Can I ship to a P.O. Box?

Yes, you can ship to a PO Box by way of our standard shipping method, FedEx SmartPost.


Q: Can I ship to multiple shipping addresses?

At this time, we are unable to accept multiple shipping addresses on shop.starvistalive.com. In order to do so, you will need to place a separate order for each address that you need to ship to. Or, if you prefer, you can contact our Customer Service Center to place your order with multiple shipping addresses.


Q: I ordered a product, but now I’ve changed my mind. How do I stop the shipment?

You can cancel orders that have not processed for shipping by contacting our Customer Service Center. We cannot cancel or modify an order once it has processed for shipping. However, please know that most of our products are backed by our 14-Day Money Back Guarantee. If your order is eligible for return, you can return it to our warehouse for a refund or credit of the purchase price.


Q: What holidays might delay my shipment?

StarVista LIVE is open for business 24 hours a day, every day of the year. However, our offices and fulfillment centers are closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. Next day and second day orders placed on these holidays may be delayed one additional day.

Our Customer Service Center is only closed on Thanksgiving and Christmas Day.


Q: What does it mean if the product is listed as on “Backorder”?

Occasionally, some of our most popular items run out of stock before a new supply arrives. New stock should arrive within thirty days (typically much sooner). Orders for backordered products are processed in the order they were received immediately after stock arrives in our warehouse. If you are ordering a Malt Shop Memories product for the Malt Shop Cruise, and you ordered by September 1, 2016, we guarantee it will arrive to your home in time for you to bring it with you on the cruise – approximately mid-October.

RETURNS & REFUNDS


Q: What is StarVista LIVE’s Return Policy?

Feel free to open and try out your selection. If for any reason you are not completely satisfied with a StarVista LIVE product, simply return it within 14 days of the original shipment date. We will gladly refund or credit the product purchase price to your original form of payment. Shipping and handling is not refundable.


Q: What if I want to make a return, but it is past 14 days?

StarVista LIVE does not usually accept returns past 14 days. Please do not ship the product to us until you have contacted customer service at 1-800-222-4214.


Q: Where should I send my return?

Please send all returns to the address below. We recommend that you ship your package with a carrier that can provide tracking and insurance. We do not assume responsibility for returns that become lost or delayed in transit.

In the United States:

StarVista LIVE Returns
1226 Aviation Blvd
Hebron, KY 41048


Q: When will I get my refund?

We will issue a credit to your original form of payment as soon as we receive and process your return. The actual time it takes for you to receive that refund depends on the length of transit time for the product to arrive at our facility. If we are refunding your credit card, it is up to the discretion of the card issuing company as to when your refund will become available once we process it.


Q: What do I do if I received a refund, but never received my order?

In this instance, the shipping company likely returned your shipment to us without delivering the package. We apologize for the inconvenience. Please call our Customer Service Center at 1-800-222-4214 and our agents will be happy to assist you in replacing the order and verifying your correct shipping address.

DAMAGED OR MISSING SHIPMENTS


Q: What do I do if my product arrived damaged?

Please call our Customer Service Center at 1-800-222-4214. Our representatives would be delighted to assist you.


Q: What do I do if my shipment arrived, but part of my order or set was missing?

If you ordered more than one product, they may have shipped separately.


Q: What do I do if my shipment never arrived?

We do our best to get your order to you as quickly as we can. If you have not received your order, please call our Customer Service Center at 1-800-222-4214 for assistance.

SECURE SHOPPING


Q: Will my online payment transaction be secure?

Shop.StarVistaLIVE.com guarantees that every online transaction you make will be secure. We use Secure Sockets Layer (SSL) software, the industry standard, to encrypt all of your personal information. Moreover, we have put in place all of the appropriate physical, electronic and managerial procedures needed to safeguard and help prevent unauthorized access, maintain data security and correctly use the information we collect online.

In fact, if unauthorized charges are made to your card as a result of shopping at our online store, you pay nothing. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. StarVista LIVE will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using our secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

CRUISE RESERVATIONS


Q: How do I contact you about my StarVista LIVE cruise reservation?
  • Malt Shop Memories Cruise: 844-399-6258
  • The Country Music Cruise: 800-762-4893
  • Flower Power Cruise: 844-744-3569
  • Soul Train Cruise: 844-900-7685
  • ‘70s Rock & Romance Cruise: 800-853-0248