For further information or if you didn’t find the answer you were looking for please give us a call at 702 476 1990. Our customer service team is available Monday – Saturday 11:00AM to 7:00PM and Sunday 11:00AM to 6PM PST
My Order includes no stock items, when is it shipping?
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.
How long will it take for my order to ship?
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 First Class Shipping, USPS estimates your package to be delivered within 1 – 5 business days.
Once your order is ready for shipment, you will be emailed a tracking number.
My album is missing a photocard, Can I get a refund?
If you are missing a photo card or other inclusion in your album, you need to submit a claim within 7 days of delivery. We advise you to film a full, unedited unboxing video filmed in one take. It is best to start the video before the tape is removed from the shipping package box. Due to frequent false claims, unboxing videos are required in order to submit a claim to the entertainment company. Please submit your claim with your unboxing video to our Product Management team. We will them submit the claim to the entertainment company and their manufacturer. Claims can take up to 30 days to receive a response. Without a proper unboxing video, we cannot guarantee a replacement 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.
If your order includes a pre order item, that pre order item cannot be cancelled.
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. This causes you to view it under 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.
What do I do if my package didn't arrive?
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
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?
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.
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.
Out of stock products will include a waiting list you can join so you may get real time notifications of restocked items.