STAR

What is STAR?

STAR Features are a fun addition to some of our merchandise. You can find it in the shape of a STAR! It utilizes NFC technology that strengthens Sky Children's connection between the online and offline experience. Each STAR comes with a unique feature based on the item’s design, which can be scanned with your compatible devices to activate fun in-game features.

Similar in function to STAR, STAR Protector is also a chip developed based on NFC technology. Due to their unique qualities, we have added them to certain products to help test the authenticity of the products, in addition to the holographic laser stickers included on each of the packaging. By scanning the STAR Protector in Sky, the game can tell you if the plush toy is official and genuine based on the information from the chip.

Where can I find out each STAR feature?

We will announce initial details and previews of upcoming STAR features on thatskyshop’s website and social media accounts. Please bear in mind that these initial details and previews are in-progress peeks. The final features are subject to change.

What mobile devices are compatible with STAR features?

STAR features are compatible with iPhone 7 or later, but most optimal with iPhone 8 or later iPhone models and require iOS 13 or higher software versions. Currently, there are no iPads that support NFC. STAR features are also compatible with most Android NFC enabled devices. Due to the huge variety of Android devices on the market, we recommend testing the sensitivity of your device’s NFC scanner before buying NFC embedded products. Unfortunately, we cannot provide a full list of compatible devices. STAR products with a high proportion of brass will require NFC sensors with higher sensitivity and a closer contact compared to daily NFC uses like plastic transportation cards. STAR pins with needles might be more optimal with devices that have NFC sensors at the top of the phone. Alternatively, you can scan the STAR on a compatible device, then continue playing on another device like an iPad if both devices are logged into the same Sky account.

How to scan STAR?

Please visit our "How to scan STAR" page.

Why do I keep getting "Stack Error" and "Tag Connection Lost" when I scan my STAR pins?

“Stack Error”/“Tag Connection Lost” is a common issue due to the low sensitivity of the NFC scanner, short/unstable scans, or wrong movement/scan gestures. STAR products with a high proportion of brass will require NFC sensors with higher sensitivity and a closer contact compared to daily NFC uses like plastic transportation cards. The sensitivity of the NFC scanner on early compatible models, refurbished devices, or counterfeit devices may be unstable or defective. Multiple trials may be needed for a successful scan. It is recommended to try on a different or newer NFC-compatible device if the issue occurs repeatedly.

How many times can STAR features be used?

An unlimited number of times! STAR features are designed with a single duration combined with a cooldown to allow multiple uses.

How many STAR products can I bind to my Sky account?

Infinite amount. However, there is an exception for paired pins, including the You and I Pins and Soulmate in Sky Pins. You will need to finish linking the first pin to a friend before binding a second pin of the same kind.

Can I bind multiple "You and I" Pins to my account?

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. The same applies to the Soulmates in Sky Pins.

Can I link multiple "You and I" Pins with the same friend?

Yes! Players will need to finish linking the first pair before moving on to the second pair. The same applies to the Soulmates in Sky Pins.

Can I unbind/rebind Sky accounts with STAR?

No, STAR currently cannot unbind/rebind with Sky accounts. Friendly reminder that when you activate STAR for the first time, please confirm if you would like to permanently bind this STAR product to your Sky account. The binding would grant you exclusive access to this STAR product. STAR cannot transfer it to another account after the initial binding is finalized.

If I bind two (or more) pins of the same kind to my account, can I use one pin while the other one is in cooldown?

Unfortunately, two pins of the same kind share the same cooldown time in-game. You are welcome to bind multiple pins of the same type to your account; however, you won't be able to use them until the cooldown time has elapsed.

Can I unlink my friend?

Yes. You can always unlink your linked friend(s) in-game. Please note you will need to link the unlinked pin(s) again to a friend(s) before binding a new pin of the same kind. For more information on binding paired pins, please take a look at "Can I bind multiple You and I Pins to my account?".

Can I relink with new friends after I unlink my "You and I" Pin?

Yes. The other player(s) would need to bind and unlink the You and I Pin opposite to yours on their Sky account to pair with you, i.e., if you own an "I" Pin, the other player would need to bind and then unlink the "You" Pin to be able to pair with you. The same applies to the Soulmates in Sky Pins.

Can one STAR product bind with different accounts on multiple servers?

Most STAR products can bind with one Sky account on the Global Server, one Sky account on the Mainland China Server, and one Sky account on the Beta Server. Server support arrives at different times and server updates are needed for every new STAR feature update.

Does the Mainland China Server (Guang·Yu) support STAR?

Yes. However, it may take longer for the Mainland China server to update and fully support the new STAR features we are currently releasing. Please refer to Guang·Yu's official game updates for the latest updates.

Are there any restrictions for STAR?

STAR features and details are subject to change. Certain STAR features are disabled in particular areas where similar actions are disabled. i.e., the STAR Teleportation feature is disabled in areas where teleportation is unavailable.

PRODUCTS

Will you add more products to thatskyshop?

Yes, there will be more products in the future. We will make announcements on @thatskyshop social media accounts when new products become available. Please follow our social media accounts to stay updated.

How do I know this is the TGC official merchandise?

thatskyshop.com is the ONLY official merchandise shop for Sky: Children of the Light. We are not responsible for any merchandise outside of the official website. If you encounter any other stores selling "Sky merchandise", please contact us to protect our community.

Are items from the past waves returning? And how do we know when?

We deeply value everyone’s feedback. These items may come back with scheduled Pre-order waves or as flash sales. Please follow @thatskyshop social media accounts to stay updated.

How should I clean and care for my Sky Jewelry?

If you wish to clean your Sky Jewelry, pour a small amount of mild (pH neutral) liquid detergent into lukewarm water and use a small, soft toothbrush to gently rub it. Rinse thoroughly and pat dry with a cloth. Please visit here for more instructions!

Why are the prices of certain products different from before?

Price adjustments of Sky products reflect the increasing costs experienced on an international scale, including significant increases in the cost of raw materials, labor shortages, and supply chain issues. In light of economic conditions, these necessary adjustments enable us to continue to create the high-quality Sky products you love.

PRE-ORDER

What is a "Pre-order"?

The Pre-order period is the window for everyone to purchase the upcoming Sky merchandise. We then 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 customer's responsibility.

What is Pre-order Closing Date?

The Pre-order Closing Date is the last day to place an order before thatskyshop starts production with our manufacturing partners. However, demand can be very high on certain items, which might sell out before the Pre-Order Closing Date due to manufacturer capacity. Closing Dates are subject to change for any reason as indicated by the distributor or manufacturers.

How long are Pre-order periods?

The duration of Pre-order periods may vary from Flash-Sale to a few weeks. Keep an eye out for the Pre-order Schedule on our @thatskyshop social media account to ensure you don't miss out!

I changed my mind, can I cancel my order and request a refund?

Pre-order items are not eligible for cancellations or refunds. Since all products are produced according to the pre-order quantity at thatskyshop, we have established this policy. If you have any questions about this policy, please contact us before submitting your order.

PAYMENTS

How do I make payments?

At the moment, we accept Visa, MasterCard, Amex, JCB, PayPal, Alipay, WeChat Payment, Affirm, and Union Pay. Once the payment is successful, you will receive an email notification from thatskyshop. Please note that JCB Payment and Affirm are only available in the United States. For checkout with Affirm: If one or more items in your order have an extended ship date, your loan payment(s), including interest, maybe due before all items are shipped. KOMOJU Payment is available at jp.thatskyshop.com.

How to pay with Alipay, WeChat Pay, or Union Pay?

Please select "NihaoPay" as the payment method during checkout; then you can choose from Union Pay, WeChat Pay, or Alipay. We recommend using a computer browser for WeChat Pay so that you can scan the QR code using a mobile phone.

Having troubles with PayPal?

thatskyshop has no affiliation with PayPal or any credit card companies. We recommend contacting the corresponding payment processing company or credit card companies first to resolve issues in processing your payments.

What happened when an order transaction failed?

Please avoid multiple attempts to purchase within the same time frame. Your bank may delay or temporarily stop all card transactions. We recommend trying after 24 hours have elapsed if you encounter this error. If the problem persists, please contact your bank directly for detailed information.

Why didn't I receive an email confirmation for my order even though my payment was successful?

Please allow two hours for the system to send you a confirmation email and check your Spam and Promotions folder. If the confirmation email does not appear after 2 hours, you might have put in the wrong email address. Please get in touch with us as soon as possible, and we will do our best to accommodate your order. thatskyshop is not responsible for email information entered incorrectly.

My order wasn't placed successfully, but I was charged. What should I do?

In most cases where your payments are not successful, the transactions are listed as "pending transactions" on your bank account. It usually takes around 2-3 business days for pending transactions to be canceled, after which you can expect a refund. For any additional inquiries, contact us, and we will do our best to help! Please be assured that we won't charge you unless your order(s) are successfully placed.

SHIPPING

Is there a specific shipping sequence for orders?

We always try to ship orders in the sequence of order numbers, but the actual sequence of shipments is very much dependent on the production status of the products you have pre-ordered. If you have more than one product in your order, we will ship the package when all products are ready. The production of each product you pre-order begins upon the reception of your order, therefore orders containing different products will have different shipping times due to product category and production schedules.
For example, an order containing only the Box of Memories may be shipped before an order containing the Box of Memories and multiple other products.

How long will it take to receive my orders?

Pre-ordered items are shipped shortly after the manufacturing process. Delivery time may vary depending on carriers and shipping locations. Please allow for extra processing time at customs clearance and carrier delivery due to holidays and the current pandemic. If you placed an order containing multiple items, the entire order wouldn't be dispatched until all items are ready unless noted otherwise.

I want to update my email address or shipping address, what should I do?

If you would like to update your email address or shipping address, please contact us as soon as possible. We will confirm your identity and do our best to accommodate your request based on the status of your order. Please note that thatskyshop is not responsible for incorrectly entered information.

I changed my mind after I received my package, can I return the items?

Unfortunately, we don't offer returns 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 us.

I have placed an order before. Why does the website inform me "No account found with that email"?

If this message pops up, it means that you might have placed an order without creating an account or that you didn't confirm your email during the account creation process. Don't worry: you can still use your order confirmation or shipping update emails to keep track of your package. However, we recommend creating an account before your next purchase for a faster and easier shopping experience in the future.

Why does my tracking number from thatskyshop's shipping update email appear non-existent?

The tracking numbers for orders in some countries/regions are from local carrier companies. Thus, the package needs to first arrive in the country/region before local carriers take over from our international carriers. If the tracking number still appears non-existent a week after you receive the email, please contact us.

SKY RELATED

Who is Little Oreo?

Among all the Sky characters and creatures, Little Oreo is the first customer service representative due to his high popularity in Sky. Little Oreo Loves to Help!

Where can I ask questions about Sky game?

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. The Sky Customer Support team can be best contacted in-game through the widget on the top right-hand corner with the Support button. If you would like to give feedback regarding in-game features, please join the official Discord community

Can I share my fan art and other Sky inspired works?

Yes. We encourage Sky Children 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 content created by Sky Children. For more details, please visit here.

Can I sell fan art and other Sky inspired works?

Fan-made art and products can be created and distributed for non-profit purposes only. It must also be made clear that the content is not official TGC merchandise in all places where they are 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 here.

Last updated on July 15, 2022. 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 contact us