FAQ's

Star

As our symbol of authenticity, STAR is the cornerstone of our official merchandise collections. STAR is an NFC technology that we've embedded into some of our products — in the shape of a star! STAR gives you the ability to make real-life connections and experiences both inside and outside of Sky. Each STAR comes with a unique feature based on the item’s design allowing you to scan it with your compatible device to activate fun in-game features.

We will announce initial details and previews of each STAR feature on thatskyshop’s website and social media. These features can be used unlimited number of times but are designed with a single duration combined with a cooldown to allow for multiple uses. Please bear in mind that these initial details and previews are in-progress peeks, and final features may be different or adjusted.

No, STAR currently cannot unbind/rebind with the Sky account. Friendly reminder that when you activate the STAR for the first time, the question will pop out to ask whether you want to bind this STAR product to your Sky account permanently. You will be the exclusive STAR owner once the STAR is activated. STAR cannot transfer to another account after initial binding is finalized.

Infinite amount, you can even bind multiple pins of the same type. The exception is for the "You and I" Pin, which you will need to finish linking it to a friend before binding a new "You" or "I" Pin to your Sky account. See "Can I bind multiple 'You and I' Pins to my account" for binding new "You and I" Pins.

Yes. If you have linked with friend(s), you can always unlink in the game. Please note if you unlink an already linked pin - you would then first have to link it again before you can bind another "You" or "I" Pin. See "Can I bind multiple 'You and I' Pins to my account" for binding new "You and I" Pins.

Yes. The other player(s) would need a bound and unlinked "You and I" Pin opposite yours on their Sky account to pair with you, i.e., if you own an "I" Pin, the other player would need a bound and unlinked "You" Pin to pair with you.

Yes, with limitations. Players can only bind one type of the "You and I" Pins, i.e., if the player first bound a "You" pin, the player can only bind "You" pins in the future. You would also need to finish linking the first pair before binding a new "You" or "I" Pin.

Yes! Players will need to finish linking the first pair before moving on to the second pair. In an event where you two want to unlink, all your linked pins would be unlinked. You would then need to link all your existing pins first before binding new "You and I" Pin to the account.

STAR is compatible with iPhone 7 or later iPhone models and Android NFC enabled devices. We recommend testing the usability of your device's NFC before buying NFC embedded products. You can also scan the STAR on a compatible device then switch to continue playing on an iPad if both devices are logging into the same Sky account.

Yes. STAR will be supported on the Mainland China Server on compatible devices at a future date, following a Global server update.

Most STAR products can be bound with one Sky account in the Global Server, one Sky account in the Mainland China Server, and one Sky account in the Beta Server. Server Support arrives at different time and server update is needed for every new STAR feature updates.

STAR features or details may be adjusted in the future. STAR features of Teleporting have the same behavior as if you were teleporting from the constellation in Home. Teleporting is disabled when you or your friend is in particular areas where teleporting is disabled.

The owners of STAR products with NFC features are STAR Members. We will release more updates in the near future!

Products

Yes, there will be more products in the future. We will announce when new products come out in the future. Please follow our social media accounts to stay updated. 

thatskyshop.com is the ONLY official Sky merchandise shop. Please look for TGC holographic laser stickers or use STAR feature (NFC tag) to ensure authenticity. We are not responsible for any merchandise outside of the official website. If you encounter any other stores selling "Sky merchandise", please report to littleoreo@thatskyshop.com.

Preorder

The Pre-order period is the window for everyone to purchase the upcoming Sky merchandise and then we count you in for our manufacturing process! Full payment including sales tax and shipping costs is charged upon checkout. Duties and taxes may incur at customs and are the responsibility of the customer

All our products are currently for Pre-order and are Limited Time and/or Limited Edition. Secure a piece of your Sky memory by placing an order timely!

The Pre-order Closing Date is the last day to put in an order before thatskyshop starts production with our manufacturing partners. However, demand can be very high on certain items, and items may sell out before the Pre-Order Closing Date due to manufacturers' capacity. Closing Dates are subject to change for any reason as dictated by either the distributor and/or manufacturers.

Pre-order period may vary from Flash-Sale to a few weeks. Keep an eye out for the Pre-order Closing Dates to make sure you don't miss out!

Pre-orders may not be canceled or refunded. Please be advised that all Pre-order purchases are made to order and final. We are dedicated to bringing you the most memorable Sky experience and appreciate your commitment to be on this journey with us. Should you have any questions regarding this policy, please contact littleoreo@thatskyshop.com before submitting your order.

Payments

At the moment, we accept Visa, MasterCard, Amex, JCB, PayPal, Apple Pay, Google Pay, Alipay, WeChat Payment, and Union Pay. Once the payment is successful, you will receive an email notification from thatskyshop. Please note that JCB Payment and Apple Pay are currently only available in the United States. Thatskyshop is reaching out to Konbini and Line Pay for customers in Japan and Kakao Pay for customers in South Korea. We will announce the payment method updates on #thatskyshop social media.

Please select "NihaoPay" as the payment method during checkout, then you can choose from Union Pay, WeChat Pay, or Alipay. Please use a computer browser instead of a mobile phone browser if you want to check out with WeChat Pay. Please use your mobile phone to scan the QR code shown on your computer browser to complete the payment.

We have multiple currencies displayed for your convenience. Please be mindful that all orders are still processed and paid in USD currency from a functional perspective. By reducing complexity, it ensures the stability and the efficiency of the checkout. Single currency also enables us to provide a higher level of security and protection for our customers.

Live market rate + 2% currency conversion fee in Japan/ 1.75% in UK, Ireland, Spain, and Germany/1.5% in all other countries and regions (charged by Shopify Payments)

It is recommended to contact Apple Pay, PayPal, Google Pay, or the credit card company first when you have trouble processing your payments.

Please avoid multiple attempts to purchase in a short period of time. Your bank may delay or temporarily stop all the card transactions. Best to try again after 24 hours. There could be issues with the credit card/debit card used or unauthorized activity on the account. If the cancellation was due to an agreement with your credit card company about transaction limits, we highly recommend contacting the credit card company directly.

Please allow for up to two hours for the system to send you an email confirmation. It might be in you Spam or Promotions. If you still don't receive your emails after two hours, you might have put in the wrong email address. Please contact Little Oreo at littleoreo@thatskyshop.com as soon as possible, and we will do our best to accommodate your order. thatskyshop is not responsible for email information that was entered incorrectly.

Friendly Reminder: In most cases where your payments aren't successful, the transactions are listed as "pending transaction" on your bank account. It usually takes around 2-3 business days for that pending transaction to be canceled and the money refunded. Dates may vary for different banks. 
Please be assured thatskyshop doesn't charge you if your order(s) weren't successful. If your bank doesn't refund you, we highly recommend that you contact your bank first. For any additional inquiries, please email littleoreo@thatskyshop.com, and we will do our best to help!

Shipping

Pre-order for a release date in March 2021. Items are shipped shortly after release. Delivery time may vary depending on carriers and shipping locations. Due to the current pandemic, please allow extra time for customs clearance and carriers to deliver your package. Please allow for additional time during holiday seasons. Please be advised that if you placed an order containing multiple items, the entire order won't be dispatched until every item is produced and inspected for strict quality control.

We offer "FREE SHIPPING OVER $70" for purchases over $70 in a single checkout for countries/regions within 
Australia, Austria, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Hong Kong Special Administrative Region, Hungary, Indonesia, Italy, Japan, Luxembourg, Macau Special Administrative Region, Malaysia, Netherlands, Norway, Philippines, Poland, Singapore, Slovakia, Slovenia, South Korea, Spain, Taiwan Region, Thailand, United Kingdom, United States, and Vietnam. 

If you put in the wrong address or expect to have moved by the release date, please contact littleoreo@thatskyshop.com as soon as possible and we will do our best to accommodate your order. thatskyshop is not responsible for shipping information that was entered incorrectly.

Unfortunately, we don't offer return for our products. Our production goal is to obtain as accurate as we can the count of Pre-orders so that we can offer high quality products and eliminate production waste. If you are experiencing problems with your order (missing or damaged items, etc.), please contact littleoreo@thatskyshop.com.

Sky Fans Related

Little Oreo is one of the characters in Sky. Besides his full time job at thatskyshop.com, you can find him in Sky, Instagram @thatskyoreo, #oreoinsky and/or www.littleoreo.com.

Among all the Sky characters and creatures, Little Oreo will be the first customer service representative due to his high popularity in Sky.

We love to hear your ideas. We will be hosting surveys and contests in the future to hear and see what kind of merchandise you would like to see from thatskyshop!

We are a small team growing with the Sky fans. We look forward to your creative ideas, and very much hope to create more unique experiences whether online or offline.

If you need assistance with anything regarding Sky: Children of the Light game, such as technical or account related issues, our game developing team will be more than happy to help. If you would like to give feedback regarding in-game features, please join the official Discord community! The Sky Customer Support team can be best contacted in-game through the widget on the top right hand corner with the Support button. To join Sky's Discord server, you can follow this link here https://discord.com/invite/thatskygame

Yes. We encourage our players to create and share fan made content with their friends, family, and especially the Sky community. We see this as an opportunity for everyone to share and express their Sky experience with others, and we love to see all the amazing things people create. For for details please visit https://thatgamecompany.helpshift.com/a/sky-children-of-the-light/?l=en&s=legal&f=can-i-share-my-fan-art-and-other-sky-inspired-works.

Fan-made art and products can be created and distributed for non-profit only. It must also be made clear that the content is not official TGC merchandise in all places it is available. Such content cannot be used for any purpose or promotion of anything that is not related to the TGC source IP.  For more details please visit https://thatgamecompany.helpshift.com/a/sky-children-of-the-light/?l=en&s=legal&f=can-i-sell-fan-art-and-other-sky-inspired-works.

Last updated on November 25, 2020. We reserve the right, at our sole discretion, to update, change, or replace any part of these FAQs by posting updates and changes to our website.
If your question is not listed or you may need more help, please email littleoreo@thatskyshop.com. Please expect a response within 2-3 business days and response may delay during peak time.