Does Starface use Parabans?
Is it safe to use your products while pregnant or nursing?
What is the pH level of the Space Wash facial cleanser?
My Glow Stars aren't glowing. What's wrong?
How can I find out more information about a product?
What skin types can use Starface?
Will my product melt/dry/freeze/expire/etc.?
Do you test on animals?
Can I put foundation or concealer on top of my Hydro-Star?
How long can I wear my Hydro-Star?
When will I see results after using the Hydro-Stars?
Can I use the same Hydro-Star twice?
Is Starface safe for kids?
Where does Starface fit into my skincare routine?
Can I sell the products on my own website?
Do you ship your products in unit cartons?
Can I still use the product if the seal is broken?
When I shake the bottle, I don’t hear anything inside
No product is coming out of my MoM
Does Moisture on Mars contain any metals?
Are you experiencing delays because of COVID-19?
What’s the deal with delivery timing?
Where does Starface ship?
How long will it take to ship to Alaska, Hawaii, and Puerto Rico?
I’m having issues with tracking, what gives?
I think I lost my package, what now?
Can I get Starface IRL?
Returns and Exchanges
What’s your refund policy?
How long does it take to process a return?
What should I do if I receive the wrong product?
When will my credit card be charged?
What forms of payment do you accept?
What can I do if my payment is declined?
How can I cancel or update my order?
How can I check the status of my order?
How can I change my subscription?
Oops, I entered the wrong address. Can I go back and edit it?
Why is my order not shipped in a pride box?
How long are you shipping orders in the pride box?
Can I choose to ship my order in a pride box or a regular box?
Hydro-Star + Salicylic Acid
What is Salicylic Acid?
Is it safe to use with Night Water?
Why can I only use these 1-3 times per week?
When do you use a Hydro-Star vs. Hydro-Star + Salicylic Acid?
What is Hydro-Star + Salicylic Acid's Shelf Life?
XL BIG STAR
How many come in each pack, if only two come on each sheet?
What should this be used for?
Is it safe for sensitive skin?
How long should I keep XL Star on for?
Will they fit in my Hydro-star (Big Yellow) Case?
What’s the difference between XL Star and Hydro-Stars?
Can I use XL Star on a cluster of pimples?
The stars aren’t sticking, what should I do?
Sesame Street Bundles
Can I mix and match different character products/ buy them individually?
Why isn’t my Early Bird discount being applied to my Sesame bundle?
Do any of the sesame patches have Salicylic acid?
Is Sesame Street a permanent collection?
Are there subscriptions available for any of the Sesame Street items?
Promos/Gift with Purchase
Do you offer a subscription?
How do I manage my subscription?
How do I cancel my subscription?
Can you change my account/card information for me?
Commitments, Sustainability, and Legal
Loyalty and Rewards
What is Starface Rewards?
Does it cost to join?
How do I become a rewards member?
How does Refer a Friend work?
What do I get for being in each VIP Club tier?
Can I earn points for purchases I made before joining the program?
I have multiple email addresses, can I combine my points?
Can I transfer my points between the US, Canada, and UK sites?
If I cancel my order, do I lose points?
I can't see my latest points on my account
Do you offer birthday rewards for members?
Will I get free shipping?
I forgot to login at checkout! Can my points be added to my account?
I submitted a review but didn't get any points
Can I lose my tier status?
Do my rewards expire?
Updated by Louisa Tsai
If your payment doesn’t go through, you may want to make sure that all of your credit card credentials are correct. (It’s possible you entered the wrong CVC number!) Also, one of the most common reasons a card gets declined is because it’s expired, so that could potentially be the culprit.
If none of these are causing the issue, try calling your credit card company directly. And if they don’t have an answer, shoot us an email at email@example.com and we’ll work on getting one for you