FREE SHIPPING ON ORDERS $120+ *USA Only*. QUESTIONS? EMAIL HELLO@KPOP.EXCHANGE

FAQ

Q: How do I contact Kpop Exchange?

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

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

A: All items ship separately even though you may have placed an order for more than 1 item. Each shipment will show on your order status page.

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'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: 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 7 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.

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: What's the ETA to USA and Canada?

A: 3-4 weeks is the ETA. On occasions it may arrive faster and during busy shipping times it may turn into 6 weeks. Please remember the shipping is free so it's considered a low priority and usually goes by sea or by air if there's room.

Q: What happens if I receive a damaged item?

A: We accept returns for refunds, for items damaged in transit or defective items. To be eligible for a refund or exchange, you must email us within 5 days of receiving your item at support@kpop.exchange to alert us of the damage, then return the damaged item to us or to the warehouse where it came from. Please include some photos (> 1mb please).

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: 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 if my sealed album is missing an item?

A: If there's an item such as a CD, poster, photocard missing from inside a sealed album, my store cannot be held responsible as I'm not the one 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.

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, happy to assist!