{OLD}Frequently Asked Questions

To help answer any standard questions you may have, and to enhance the experiences while shopping at thatskyshop.com, please see answers to the most frequently asked questions below. If your question is not listed or you may need more help, please email littleoreo@thatskyshop.com. Our beloved Sky character, "Little Oreo," will be your Customer Care representative! 

Little Oreo's availability: Monday to Friday: 9 am - 5 pm PST via email. Since Little Oreo is busy playing Sky while working full time, please expect a response within 24-48 hours. Little Oreo is still learning how to type quickly with his furry paws. Thank you for your patience in advance!


Q: What is STAR?

A: STAR is an NFC technology that we've embedded into some of our merchandise - in the shape of a star! STAR gives you the ability to make real-life connections and experiences inside and outside of Sky. Each Star comes with a unique feature based on the design. We hope that each STAR can be an extension of Sky's spirit.

Q: Can I see more information and videos about STAR?

A: We will have different STAR features updated on our website, via email, or social media in the coming weeks. Please subscribe to our email and follow thatskyshop on social media, and you will be able to learn what each pin will do with the official updates.

Q: Can I unbind/rebind Sky accounts with STAR?

A: No, STAR currently cannot unbound/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 activating the STAR. STAR cannot transfer to another account after initial binding is finalized.

Q: Will STAR function expire? How many times can I use social spells?

A: STAR function will not be expired. Social spells have unlimited times, though they are designed with a single duration and a waiting cooldown time during multiple uses. More gamification features and details will be announced in the near future.

Q: Is the poem on each pin's page a hint for its STAR feature?

A: The poems are not related to STAR features. The poems were written relating to the character in the game and were our way to share with the fans.

Q: Is STAR compatible with Android?

A: STAR is compatible with Android NFC enabled devices. Since there are many Android devices, we will keep everyone updated with as many devices as we can test. STAR updates will be released through social media or our website!

Q: What is STAR's compatibility with iPhone models?

A: Currently, STAR is compatible with iPhone 7 or later iPhone models (iPhone 7 / 8 / X / XS / XR / 11 / 11 Pro/ 11 Pro Max / SE 2020).

Q: What is STAR's compatibility with iPhone XS MAX or 11 Pro Max?

A: Yes. STAR is compatible with iPhone XS MAX or 11 Pro Max; it is compatible with iPhone 7 or later iPhone models.

Q: How to link iPad to STAR features?

A: Log in to the same Sky account on your iPad and STAR compatible devices (iPhone 7 or later iPhone models and Android NFC enabled devices). Scan the STAR on your phone then switch to continue playing on your iPad.

Q: Will STAR be applicable to Mainland China Server?

A: Yes. The STAR features will be applicable to "Guang Yu," but the Chinese server support will be slower than the global Sky server support.

Q: Will STAR be compatible to Nintendo Switch?

A: STAR feature will be able to support Nintendo Switch. We will announce the details later about Switch related information in the future.

Q: Can I wash STAR under water?

A: Not recommended.



Q: Is One Year Anniversary Limited Edition Box going to be available after 8/18?

A: One Year Anniversary Limited Edition Box is ONLY available from 7/18 to 8/18 in 2020. By the end of 8/18, we will end the limited edition sale, and this box will no longer be available.

Q: Will you add more products to thatskyshop? What kind of items?

A: Yes, there will be more products in the future. We will announce when new products come out in the future.

Q: Can I send my orders to my friends as a surprise under my account? 

A: Yes. Under your account, please type your friend's contact information, we will ship it to them as if we will ship to you. 

Q: How do I know this is the real TGC official merchandise?

A: thatskyshop.com is the ONLY official merchandise shop. Please look for TGC holographic laser sticker 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.


Q: What is a “Pre-order”?

A: An upcoming product available for purchase but is neither yet in stock nor released by the manufacturer for delivery until a specified future date. Full payment is charged and due upon checkout. The amount due will include any applicable taxes and/or shipment charges to ensure there are no delays once products are released. 

Q: What are the benefits of Pre-ordering?

A: Be the first to receive newly released products.

Q: I saw an item on the Internet a while back, but now it's gone. Can I still order it?

A: Most of our items are limited time, limited edition. If an item no longer appears in the shop, that means it is sold out, or no longer available.
Q: What is Pre-order Deadline?
A: The pre-order deadline is the last date a pre-order can be placed for a particular product, please refer to our website for confirmation. Due to factory productivity limitation, we have a limited quantity for certain pre-order items.


Q: How do I make the payments?

A: At the moment, we have Visa, MasterCard, Amex, JCB, PayPal, Apple Pay, Google Pay, Amazon Payment, Alipay, WeChat Payment, and Union Pay. Once the payment is successful, you will receive an email notification from thatskyshop.

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

A: 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.

Q: Why can I only use USD currency to checkout?

A: 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 also ensures the stability of the checkout and fast and secure experience. Single currency enables us to provide a higher level of security and protection to our customers.

Q: What is your currency conversion rate?

A: 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)

Q: Having troubles with Apple Pay, PayPal, or Google Pay?

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

Q: What happened when an order transaction failed? 

A: 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, highly recommend contacting the credit card company directly.


Q: How many days will I receive my orders?

A: PRE-ORDER for a release date of September 2020. Orders for purchase may be placed until August 18, 2020, 11:59 PM PST. Payment, including any applicable taxes and/or shipping charges are due upon checkout. Once an order has been placed, you will be notified of your order status via email. Final shipping date may be subject to change. 

Q: What are your "FREE SHIPPING over $60" countries/regions?

A: We offer "FREE SHIPPING OVER $60" with countries/regions in 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, New Zealand, Norway, Philippines, Poland, Russia, Singapore, Slovakia, Slovenia, South Korea, Spain, Switzerland, Taiwan Region, Thailand, United Kingdom, United States, and Vietnam. DHL shipping option is available for orders from other countries/regions.

Q: You now offer “FREE SHIPPING over $60” for my countries/regions. May I get a shipping refund of my pervious order?

A: Yes. You can email littleoreo@thatskyshop.com to receive a shipping refund if your order is qualified with our offer.


Q: Can I cancel my order?

A: Pre-orders may not be canceled or refunded. Full payment is charged and due upon checkout. The amount due will include any applicable taxes and/or shipping charges to ensure there are no delays once products are released. All sales are final. Should you have any questions regarding this policy, please contact littleoreo@thatskyshop.com before submitting your order.

SKY FANS Related

Q: Who is Little Oreo?

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

Q: Why is Little Oreo thatskyshop's customer service representative?

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

Q: Can I share my ideas about what kind of merchandise I like to buy?

A: 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!

Q: Will you have any physical Sky shops offline in the future? 

A: Since 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.

Q: Where can I ask questions about Sky game?

A: 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 CS team can be best contacted in-game through the widget, 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

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

A: 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.

Q: Can I sell fan art and other Sky inspired works?

Physical copies of fan-made products can not be sold on any third party sales channels. 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. For more legal questions ablut thatgamecompany, please visit https://thatgamecompany.helpshift.com/a/sky-children-of-the-light/?l=en&s=legal.