FAQ

Please send your inquiries to store.cs@yostar.app. Upon receipt, we will respond to your email within 2-3 business days in English.

We accept major credit cards (Visa, MasterCard, American Express) and PayPal.

Please send your request to store.cs@yostar.app, and we will respond to you within 3-5 business days.

Orders will be processed within 15 business days after we receive your order confirmation. Once your package ships, you will receive an email notification. Please note that pre-order items will be dispatched according to the estimated shipping date stated in the product description.

Yes, you can choose from our available shipping options at checkout, with fees clearly displayed.

Your shipping cost is generally determined by your delivery location, weight, and size of the parcels. The shipping companies we work with at present include China Post-EMS/ePacket, FedEx, DHL and UPS. We will automatically select the most suitable shipping company for your delivery. In some circumstances, we may use any other shipping company unmentioned in this Shipping Policy.

Once your order ships, you will receive an email with a tracking number and a link.

We can assist with the cancellation before it ships. Please contact us as soon as possible.

If you haven't received the "Shipment Confirmation" email yet, please email us at store.cs@yostar.app with the following information.

Name:

Order number:

Shipping address:

Apartment, suite, etc.:

City:

Country, Region/State:

ZIP code:

Phone number:

The parcels have a weight limit of 8kg per package. If the weight of your shopping cart exceeds 8kg, a notification will appear at checkout indicating that delivery is not supported. In this situation, please split your items into multiple orders.

The "delivered" status in the shipping confirmation only indicates that the package has been dispatched, not necessarily that you've received it. We recommend using the tracking number provided in your email to check the actual status of your package.

If the carrier officially declares your package lost, please provide us with relevant documentation, including the tracking number and carrier confirmation. We will assist with further processing.

If your package is returned due to customs, wrong address, refusal, etc., please contact us as soon as possible. We're here to help and will provide a suitable solution for you.

If you received a wrong or damaged item, you don't need to process a return; instead, please refer to 'Received wrong item' or 'Received damaged or defective item' FAQ sections.

For returns, please contact us within 10 days of when you received your order. Only the cost of the item is refundable, shipping costs excluded. You will need to pay the shipping costs for your return.

Once the returned item is received and inspected, your refund will be processed within 3-5 business days to your original payment method. The exact posting time depends on your bank's processing speed.

If the item you received does not match your order, please contact our customer service at store.cs@yostar.app with a description of the issue and clear photos of the shipping box, packing list, and the items you received. Once verified, we will send you the correct items promptly.

If the item you received does not match your order, please contact our customer service at store.cs@yostar.app with a description of the issue and clear photos of the shipping box, packing list, and the items you received. Once verified, we will send you the correct items promptly.

When your package arrives in its destination country, local customs may impose duties, taxes, or other fees based on the contents and declared value. These charges are assessed and collected by customs authorities—not Yostar—and are the responsibility of the recipient. If you need details about rates or calculations, we suggest reaching out to your local customs office in advance.

If you are informed to pay the fees, you may either:

1. Pay the fees and have your order delivered.

2. Cancel the order and request a refund. Once we receive the returned item, we’ll issue the refund within 3-5 business days.

Please note that shipping fees already paid to the carrier are non-refundable. Thank you for your understanding.

The European Union has made new changes to its value-added tax (VAT) rules for e-commerce, which have become effective on July 1st, 2021. All orders shipped to the EU are subject to VAT, regardless of the declared value.

- For orders not exceeding 150 Euros, the VAT will be automatically applied after players fill in their shipping address. (You will not be charged for VAT again when the package arrives at customs)

- For orders exceeding 150 Euros, the VAT will not be applied/charged during checkout and EU players will be notified by customs or shipping carriers to pay the VAT. All EU players must leave their most frequently used email addresses in the instruction box before checking out, especially players from the Netherlands, as a request from the customs.

After a tracking number is sent to you, please pay attention to your email for follow-ups. Failure to pay the VAT will result in the return of your package. If a player refuses to pay the VAT and requests a refund on the shipped order, the shipping cost will not be refunded as it is charged by the carrier. Please note that all EU players should be responsible for the VAT of their orders and the price on our website does not include VAT.

Please be aware that parcels shipped to the EU may take more time as a result of this new policy, and our VAT policy may change according to the instructions from the customs of each EU country or the European Commission. Thank you for your understanding.For more details about the new changes, click here