For further information or if you didn’t find the answer you were looking for then please contact our team at [email protected] and will try to get back as soon as possible. Our team is limited at the moment so we are delayed on Emails. Please give us a call for a faster response. Our team is available Monday – Saturday 12:00PM to 7:30PM (PST)
How long will it take for my order to ship?
Once an order has been processed it will take 2 to 3 business days for us to ship it out. An email confirmation will be sent out when shipped along with tracking.
My album is missing a photocard, Can I get a refund?
Our products are all final sales once shipped from our facility. If there is an issue regarding missing album contents with your order, you must contact us within 7 days of delivery.
Due to common occurrences of false reports, requesting replacements for missing contents has changed. Before requesting to the manufacturer, evidence must be provided that the item was not located from the very beginning. The evidence required must be an unboxing video showcasing all items received were unopened and sealed in the original packaging.
Replacement processes may take a week to 4 weeks.
If your items have been open and no evidence is available, we may still request a replacement but it is not guaranteed one will be provided.
How can I cancel my order?
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.
Do you accept gift cards?
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.
My order failed to go through but I was still charged
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. Which is why you will see it on Pending Transactions
Can I change my Shipping Address?
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.
Do you guys do returns or exchanges?
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
When can I pick up my album if In Store pick up was selected?
In store pick ups take 2-3 business days to be processed and prepared. Please bring your email receipt and identification to show at the register for safety confirmation.
All in store pick up orders will be reserved for 20 days after confirmation email has been sent. If failed to pick up, the order will be cancelled and a refund will be given.
What is your Return Policy?
Our products are all final sales. We only take return for originally defected items. If there is an issue with your order, you must contact us within 7 days of delivery. We also need to claim to the manufacture first. Once they approve the return then we will full refund or replace your order.
This process will take within 30 days. WE ARE NOT LIABLE FOR ANY ITEM OR PACKAGE DAMAGES INCURRED DURING TRANSIT. We always double check not having external damages.
Bubble wrapping, cardboard boxes, and firm taping are used to make sure nothing arrive with any damages.But unfortunately, damages during transit are unpredictable. For any package with external damage that incurred during transit, all items received must unopened and sealed in the original packaging in order to file a claim.
If your items have been open, we will not able to proceed with your issue. For any exchanges or refund will be able to proceed after once we received all items and inspection. It will take about 30 days of received. All shipping cost are customer’s responsibility.
How long will pre orders take to be shipped?
Pre orders arrive to our store 2-3 days after release date. You can check the date in our item description. After we received the items, we will begin pre order shipments which will typically take 2-3 days.
Please keep in mind that time will vary depending on how many groups are releasing at the time.
Where are my posters?
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.
Do album purchases count towards Hanteo Charts?
Yes, your purchase does support the counts just not in real time. Kpop USA’s album purchases from our supplier in Korea already counted towards them so you purchasing from us is just a count in advance.
Unlike regular purchases, pre orders does count as real time.
What are my pre order benefits?
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.
How long does it take you guys to restock?
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.