Q: How do I contact Kpop Exchange?

A: For all website and order inquiries or requests, please an email to support@kpop.exchange

**response time is generally 24-48 hours due to high volume

Q: How come I received one of my items but not the other?

A: To better serve out customers, we offer products from a variety of suppliers. You may receive multiple shipments when your order is being fulfilled by multiple fulfillment centers. There is no additional shipping fee when your order is split into multiple shipments.

Q: Why isn't the tracking updating?

A: We offer Standard Registered Mail which is not step-by-step tracking. It updates as packages pass through customs, is out for delivery and confirms delivery. 

Q: What is Standard Registered Mail?

A: Standard Registered Mail is a subsidized shipping service we offer to make the shipping more affordable. Standard Registered Mail is available on items that ship from China. It's not step-by-step tracking and confirms when the item is delivered.

Q: What's your return policy?

A: All sales are final. We accept returns for refunds, for items damaged in transit or defective items. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. 

Q: Can I cancel my order?

A: Yes, you can if it's within 48 hours. All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Q: When will I be charged?

A: As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  In the rare instance the item is unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Q: How soon will my item(s) will ship?

A: If we process the charges to your credit card, it will ship within 8 business days from the date of your order.  The tracking information will get sent out automatically to the e-mail address you provided when checking out.  If you do not receive tracking information from us within 8 business days of your order, feel free to follow up with us at hello@kpop.exchange.

Please be aware Pre-Orders will not ship until they are release and ship to us from Korea. The release date may be found on the product page.

Q: How long are shipping times?

A: Your products will ship within 5 to 8 days of you placing your order then take 4 to 6 weeks to reach your doorstep. Each product at Kpop Exchange has an estimated delivery time that you can find in the product page.

Q: Do you ship to PO Boxes?

A: Yes!

Q: What's the ETA to USA and Canada?

A: 3-5 weeks is the ETA. On occasions it may arrive faster and during busy shipping times it may turn into 6 weeks. 

A: for items such as Albums and Official Merchandise, it's already in the US and is received much faster. The shipping speed can be chosen at checkout depending on fast you want to receive it.

Q: What happens if I receive a damaged item?

A: CLICK HERE to view Product Defect Policy.

Q: Do you offer exchanges?

 A: We do not offer exchanges. However, if for any reason you didn’t get the product you ordered, just let us know and we’ll either get you a new one or refund your order and have you reorder.

Q: What countries do you ship to?

A: We are able to ship worldwide via DHL. To find out the shipping cost to your country, please add the items to the cart and it will show shipping cost.

Q: What about possible customs fees?

A: Customs duties are taxes charged on imported goods which means the buyer is responsible for them if required. We ship the order with the value at $9.

Q: Where can I find my tracking information?

A: The tracking will update on the order status page once the item is in transit. You will also receive an email notification with a link to your personal tracking page through my shipping program, AfterShip.

Q: Where do your items ship from?

A: Albums and official goods come from South Korea and ship out of our small facility in Denver, CO. Unofficial and less expensive goods are made in and ship from China. 

Q: Are the photocards for sale official or fanmade?

A: Almost all the photocard sets for sale are fanmade or unofficial. If they are in the Under $15 collection, they are unofficial. If they are from a Lucky Draw or a album Pre-Order Benefit then they are 100% official and essentially come one by one unless you order a set via a Lucky Draw.

Q: Is the Line Friends BT21 Merch official or unofficial?

A: Majority of the BT21 merch is fan made (unofficial). There's a few official items for sale and the official items will say wording that's it's official in the product page. The more expensive items are official while the less expensive ones are fanmade. Unofficial BT21 will be much less than the price of the official version.

Q: What is Navidium Shipping Protection?

A: Protection your purchase with Navidium Shipping Protection! Recommended for Kpop Collectors! CLICK HERE to learn more.

Q: Do you support Fan Group Orders (GOs)?

Yes! If you want to place a large group order, please reach out to hello@kpop.exchange with what you are looking to order. We are able to ship Group Orders worldwide. 

Q: Missing/Duplicate items within sealed albums (CD, Photocard)?

A: If there's an item such as a CD, poster, photocard missing from inside a sealed album, Kpop Exchange cannot be held responsible as we're not the ones manufacturing them.

Q: What happens if I receive a defective electronic item?

A: Electronics include any product that requires a battery such as a Lightstick. In the rare event you receive a sealed official lightstick that is defective, you would need to contact the manufacturer. The contact information can be found in the user manual.


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