FAQ

Pre orders arrive to our store 2-7 days after release date. Please also be advised of any additional shipping delays as they have been unpredictable as of recent. We cannot control shipping delays as our Merchandise ship directly from the Entertainment/Manufacturing companies in Korea.

You can check the release date in our item description. After we received the items, we will begin pre order processing which will typically take 2-3 days.

Depending on the pre-order volume, fulfillment processing could take longer than expected.

Please keep in mind that time will vary depending on how many groups are releasing at the time.

If you placed a pre-order recently close to the release date, it will take longer due to orders being processed by the dates they were placed. 

If an order is placed, it will take usually 3- 5 business days for our team to process shipment. We do advise that major pre order release may delay some shipments as  we do handle both current orders and pre orders together.

When pre orders are purchased, our description advises you that it take 2-7 business days for our facility to receive the merchandise. Once merchandises is received, our team begins to ship out in the order the pre orders were placed.

• If you choose Standard Shipping, USPS estimates your package to be delivered within 3 – 10 business days.
• If you choose Priority Shipping, USPS estimates your package to be delivered within 1 – 3 business days.
• If you choose Ground Advantage Shipping, USPS estimates your package to be delivered within 3- 5 business days.

Once your order is ready for shipment, you will be emailed a tracking number.

If you encounter any issues with an item in your order, you must notify us within 7 days of the delivery date. Timely reporting of any such issues is crucial for us to assist you effectively. Begin the process by submitting a claim.

With the prevalence of false reports, our policy for replacing missing contents has been updated as follows:

Before we can initiate a replacement request with the manufacturer, we require evidence that the item inclusion is missing before it was opened. This evidence must include a complete unboxing video that commences prior to the unwrapping of the seal. This unboxing video serves as crucial proof that inclusions were not included. The entertainment company mandates this evidence due to the frequent occurrence of false claims.

Replacements for missing contents can only be obtained through the manufacturer. We, as the retailer, are unable to view the product’s interior before shipment, as it is sealed by the entertainment company.

The replacement process may take 1-4 weeks.

If there is no evidence that they were missing prior to opening, we may still attempt to request a replacement on your behalf. However, please be aware that we cannot guarantee that a replacement will be provided in such cases.

Items that are purchased when in stock can be affected when the stock available inspected by our team is considered bad condition to ship out this can include the album suffering damages.

You will be notified that the product is no longer available. If our team is not able to reach you at the time, an automatic refund towards the unavailable products will issued the next day so your order can proceed to ship out without any further delays. An email will be provided  with information towards the refund issued.

Once you have purchased an album and want to cancel please let our customer service know by giving us a call so they can take immediate action.

Orders get packaged on the same day or the day after it has been placed. Do keep in mind that once we cancel the order, your refund may take 5-7 days to process and cannot be undone.

If the order has already been shipped out or it is a pre order, a cancellation cannot be made.

If your order includes a pre order item, that pre order item cannot be cancelled.

No, our system does not accept gift card payments.

Sometimes your card will get charged but we assure you no payment was accepted on our side. We advise you to contact the Gift Card company for more information.

Usually when a transaction gets declined a charge may still appear in your account due to your bank fully processing and settling such transactions. This means your bank accepted the payments but our system did not so now your bank is holding the money while trying to get it back into your account.  This causes you to view it under Pending Transactions.

Yes, your shipping can be changed as long as your order hasn’t been shipped out from our facility.

Please give us a call so the changes can be made immediately or you can provide an email with your order number and the correct shipping address.

If your package did not arrive to you, we advise you to file a missing mail claim with USPS. If you believe your package has been stolen, we advise you to file a police report with your local station.

We are not liable for lost/ missing packages. Please refer to our Terms and Conditions on Missing Packages 

If you find that your Tracking Information states that your parcel was Undeliverable, it it possible that the address was ambiguous, or there was no secure location.

It is most likely that a RETURN TO SENDER is being processed, which means that the parcel is returning back to our store. Once we receive the parcel back, we contact our customers immediately, but please do not hesitate to reach out first if there are any concerns regarding your shipping address or the status of your package.

We do not do returns or exchanges. If you received a damaged item please contact our customer service. Our team inspects every item such as lightsticks and albums for any defects and makes sure the package is safe when shipping out. We are not responsible for damages done during transit. 

If we find that the item had originally been defected then we will allow an exchange or return. Please look at our return policy for more information.

Our In-Store Pick Up is temporarily closed due to relocation of our warehouse. We hope to open it back up by early next year.

When opened again, your order will be ready for pick up 48 hours after the order was placed. If your store pick up order is for a pre order album / product that has not released at the time of your purchase, please refer to our Instagram, Facebook, or Twitter for Now Available announcements.

For the protection of your purchase and our store, we do ask you to provide Identification that matches the Billing Address information used to place the order. If the purchase was made by a family member/friend, we will still need you to provide their identification by having them stop by with you or in picture.

All products shipped from our facility are considered final sales. We do not accept returns or exchanges for items that have been opened from their original sealing.

Returns may be considered for defective items, provided that appropriate evidence is provided. If you encounter any issues with your order, it is imperative to contact us within 7 days of delivery. We also require that you allow us to initiate a claim with the manufacturer as part of the return process. Please be aware that the outer case, box, or packaging of the product is primarily intended for the protection of the product, merchandise, or goods contained within. Any scratches/dents or discoloration on the exterior of the product packaging will not be eligible for compensation. Approval from the manufacturer is required to proceed with a replacement. Once your return item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. This process may take up to 30 days.

WE ARE NOT LIABLE FOR DAMAGES INCURRED BY ITEMS OR PACKAGES DURING TRANSIT. While we take precautions such as bubble wrapping, using cardboard boxes, and firm taping to prevent damage, unpredictable events can occur during transit.

IF A PRODUCT IS VISIBLY DAMAGED/DEFECTIVE/INCORRECT ON ITS EXTERIOR, PLEASE DO NOT UNWRAP THE PRODUCTS

For any package with external damage incurred during transit, we require an unboxing video clearly demonstrating the issue as it was received. All items must remain unopened and sealed in their original packaging to file a claim for package damage. If items have been opened, we cannot proceed with your issue.

Any fine spots, scratches, flaws, or textural conditions that cannot be seen/identified from a 30 cm distance cannot be a reason for exchanges or return. Due to material of magazines, corners will naturally curl, bend, fold, or slightly tear withing delivery.

Any exchanges or refunds will proceed once we receive all items and complete the inspection process. This timeline may take up to 30 days from the date of receiving your returned items. All shipping costs associated with returns and exchanges are the responsibility of the customer.

Posters are shipped separately at the same time as the album package and often take longer to arrive than album. It may take up to two weeks to arrive. If you have not received your poster within this timeframe please call our store directly or email us to begin a missing mail investigation with USPS.

Unfortunately once the package has left our facility we have limited control over the whereabouts of the package and can only provide information seen on the USPS tracking information.

Unless this package has been delayed for 14 days USPS will allow us to start a missing package inquiry.

Yes, your purchase does support the counts. Kpop USA’s is an official member of 2023 HANTEO FAMILY and purchased items at our store will certainly be reflected on HANTEO CHART.

Pre order purchases come with extra official goods such as post cards, stickers, calendar, and a poster. It all depends on each item. If you are wondering what the extra goods are then you can find it listed on our description. All Pre Order Benefit items will be bolded and have “(Pre Order Benefit/First Press Only)” right after the item.

You can check out our article “What are Pre Order Benefits?” on our community page.

It varies by product. Some products are already sold out and will not be manufactured again or they are just on backorder. Some albums take us a week to restock but when it comes to official goods or limited products that will take longer.

Out of stock products will include a waiting list you can join so you may get real time notifications of restocked items.