Mystery Official Photocard Pack (5pcs)

WHAT'S IN IT?
- 1 MYSTERY PACK OF 5
     Options: Photocards are from boy and girl groups we sell on the store
               

- CANNOT CHOOSE which photocards to get
- CANNOT BE REFUNDED / EXCHANGED for PREFERENCE of the ones you got

Updated September, 2025

At Kpop Exchange, we aim to provide a smooth and transparent shopping experience. Please read our Shipping & Returns Policy before making a purchase.

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📧 When You Order

Hey! Once you place your order, we'll send you a confirmation email right away. This means we got your order and your payment is all set (we just pre-authorize it for now).

We'll then check with our suppliers to make sure everything's actually in stock and ready to ship. If something's out of stock, don't worry - we'll cancel that charge and shoot you an email to let you know what's up.

 

📦 Getting Your Order Ready

Once we've got everything sorted, your order will ship within 4 to 7 business days. Sometimes it might take up to 10 days if we're dealing with stock issues, but we'll keep you posted.

You'll get a tracking email as soon as your package is on its way!

Pre-order stuff? Those only ship once we actually get them from our suppliers, so you'll have to wait until they're released.

Can't find your tracking number? Just email us at support@kpop.exchange with your order number and we'll help you out!

 

🚚 How Long Shipping Takes

This really depends on where you are and how you want it shipped:

• If in stock, 1-3 business days.

• Preorders will ship upon release; we get the products directly from Korea, so we are depending on the manufacturer’s availability and timelines.

• Fanmade items can take 10-21 days depending on global supply chain. 

Quick heads up: These are estimates! Things like customs, courier delays, and busy seasons (hello, comeback season) can slow things down. If it's been over 6 weeks and your order is still MIA, definitely email us at support@kpop.exchange so we can help you. 

 

📦 Multiple Packages

Sometimes your order comes in different boxes because items ship from different places. Don't panic - you won't get charged extra shipping for this!

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🔄 Returns & Refunds

The Deal with Store Credit

By default, we give refunds as store credit (gift cards). If you really want your money back to your original payment method instead, you need to ask us BEFORE we process the store credit. We'll review these requests case by case, and it takes 5-10 business days.

What You Can Return

You can return unopened, unused items within 14 days for store credit. The item has to be in its original packaging with the plastic wrap/seal totally intact. 

What You CAN'T Return (Sorry!)

• Clothing, shoes, jewelry, plushies, hair accessories, makeup, beauty products

• Opened albums, DVDs, light sticks, electronics

• Blind boxes, Sonny Angels, Labubus, Pokemon, One Piece, Dragon Ball, Sanrio stuff

Shipping fees aren't refundable either.

How to Return Something

Email support@kpop.exchange with:

• Your order number

• What you want to return

• A photo of the unopened/sealed item

• Why you're returning it

Once we approve it, you'll get a gift card unless you asked for original payment method before we processed it.

Return Shipping

You pay for return shipping unless we messed up (sent wrong item, defective product). If it's our fault, we'll send you a prepaid return label. Please use trackable shipping. Please remember, you have to take a video of yourself opening the package from it being sealed (videos with the product already open will not qualify) to be considered for a return due to a defect. 

🛑 Canceling Orders

You can cancel within 48 hours of your order confirmation email for full store credit. After 48 hours, there's a $20 fee. If it already shipped, you'll also pay return shipping.

🌍 International Orders

Customs fees are on you - that's just how international shipping works. If you refuse the package because of customs fees, we'll deduct the return shipping costs and import duties from your refund.

Double-check everything before ordering to avoid returns!

⚠️ Chargeback Policy

Filing a chargeback after getting store credit is considered fraud. We'll send you a confirmation email before processing any refund, and you'll need to agree to the store credit. If you do a chargeback after that, we'll dispute it with proof of our policy and your agreement.

⏰ How Long Refunds Take

• Store credit: 2-5 business days after we approve your return

• Original payment method (if approved): 5-10 business days depending on your bank

 

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Shipping Policy

📦 Processing Your Order

Orders usually take 1-3 business days to process if we have it in stock, depending on:

• What's in stock

• How busy we are (holidays, sales, etc.)

• Warehouse processing times

Some orders might take 5 to 10 business days, especially if you ordered multiple items.

🚚 Delivery Times

• USA: 3 to 10 business days

• International: 4 to 12 business days

Delivery times can vary based on where you are, customs, and carrier delays. It can even be up to two weeks. Give your tracking 1 to 3 days to update once you get it. No updates after 3 days? Email us at support@kpop.exchange.

📦 Multiple Packages

Big or heavy items and multi-item orders might come in separate packages because of damage risk or different warehouse locations. Each package gets its own tracking number.

📅 Pre-Order Shipping

Pre-orders ship based on the manufacturer's schedule. We'll give you estimated dates on the product page, but manufacturers can change these.

If you order pre-order items with regular items, everything ships together once the pre-order stuff arrives. Want your in-stock items sooner? Place separate orders.

We'll email you if pre-order dates change!

📍 Tracking Your Order

You'll get tracking info once your order ships!

Just so you know:

• Standard Registered Mail doesn't give step-by-step tracking

• International shipments sometimes only update once they hit your country

If your order is way past the delivery window, email us!

💰 Customs & Import Fees

You're responsible for customs duties - that's just how importing works. If you refuse the package because of customs fees, we'll deduct those costs plus return shipping from your refund. If there's no money left over, no refund.

🎁 Holiday Shipping

Planning gifts? Order early! Holiday shipping gets delayed because of high volume. For Christmas gifts, shop our Black Friday/Cyber Monday sales. December orders are NOT guaranteed to arrive before Christmas, and we can't control holiday delays. 

 

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📦 Shipping Protection (Navidium)

✅ What We Cover

• 📭 Lost Packages

  • Shows "delivered" but you don’t have it (⏳ we’ll wait 5 business days for redelivery attempts first)

  • Tracking hasn’t updated in 6 weeks

• 💔 Damaged Items

  • Items damaged in transit (💧 wet, 📉 torn, 📦 crushed albums, etc.)

  • Missing items because the package was damaged

📧 Email support@kpop.exchange with your order number, photos of damage, and photos of the package.

💳 Refunds for lost/damaged items are store credit by default. Want your original payment method? 👉 Please ask before we process the store credit. This is subject to Navidium’s claim approval process—we’ll submit all the evidence on your behalf, but final approval is up to Navidium and not always guaranteed.

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❌ What We DON'T Cover

• Wrong address entered at checkout

• 🚚 Transit delays (shipping times are estimates)

• ⏰ Pre-orders or holiday delays

• 🌍 International packages stuck in customs

• 📦 Packages refused due to customs fees (return costs + duties are your responsibility)

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📝 Filing a Claim

1. Email support@kpop.exchange with subject line: "CLAIM for Order #12345"

2. Describe the issue clearly

3. Include photo/video evidence for damaged items

⏳ We’ll review within 1–3 business days and process a replacement or store credit.

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🚫 No Protection?

If you don’t add Navidium Shipping Protection:

• You’ll need to work directly with the courier for missing packages.

• If tracking shows delivered with GPS/photo proof, we cannot provide refunds or replacements.

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🙋 FAQs

📩 Contact & Orders

• How do I contact you?
  📧 Email support@kpop.exchange — responses in 24–48 hours (⏳ high volume may cause slight delays).

• Can I cancel my order?
  ✅ Within 48 hours of confirmation = full store credit.
  ⚠️ After that, there’s a $20 fee. If it’s already shipped, you’ll also cover return shipping.

• When do you charge my card?
  💳 Pre-authorization at checkout → charge upon shipping.
  ❌ If something’s OOS, we’ll void the charge + email you.

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🚚 Shipping & Delivery

• How soon do orders ship?
  ⏳ Usually 1–3 business days. Pre-orders ship once released + arrive at our facility.

• Do you ship to PO boxes?
  ✅ Yes!

• Why did I only get part of my order?
  📦 Items may ship from different suppliers, no extra shipping charge.

• Why isn’t tracking updating?
  Some carriers update only when packages reach your country.
  👉 No update for 5+ days? Email us.

• Customs?
  🌍 You’re responsible for customs fees. If refused, refund will be minus duties + return costs.

• Where do you ship?
  Worldwide! 🌎 Costs calculated at checkout.

• Where do items ship from?

  • 🎶 Albums & official goods: 🇰🇷 South Korea → shipped from Denver, CO

  • 🐼 Unofficial/budget items: China

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🔄 Returns & Refunds

• Return policy?
  ❌ Final sale: clothing, shoes, jewelry, plushies, accessories, makeup, opened albums/DVDs/electronics.
  ✅ Unopened items: return within 14 days for store credit.

• Exchanges?
  ❌ No exchanges. If we sent the wrong item, we’ll refund or send the correct one.

• Damaged items?
  📑 Check our Product Defect Policy for next steps.

• Missing album contents?
  🎥 An unboxing video of the sealed package is required to be eligible.

• Can I get money back instead of store credit?
  💳 Store credit is default. Ask before processing if you prefer a refund to your original payment method (review takes 5–10 business days).

• Convert store credit to cash?
  ❌ No, once it’s store credit, it’s final.

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⏳ Pre-Orders & Special Orders

• Pre-orders ship when officially released + arrive at our warehouse. Dates listed are estimates and subject to change due to manufacturer/supply chain delays.

• Group orders?
  🙋 Yes! Email support@kpop.exchange .

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💳 Payments & Products

• Payment methods?
  Major credit cards + secure online payments.

• Price adjustments?
  ❌ No price matching or adjustments after purchase.

• Are photocards official?

  • 💸 Under $15 = unofficial

  • 🎶 Lucky Draws / Pre-order benefits = official

• BT21 merch official?
  🐰 Most are unofficial (lower-priced). Official items are marked + priced higher.

• Defective electronics?
  🛠️ Contact manufacturer directly (info in manual). No returns accepted for electronics.

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🛡️ Shipping Protection Recap

What’s Navidium?
Your protection against loss, theft, and damage. Recommended for collectors! 💎

 

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💬 Questions? Contact Us!

Your satisfaction is our top priority! If you have any questions, feel free to contact us at:
📧 support@kpop.exchange

Fast and reliable shipping on all orders. Estimated delivery within 3–7 business days. Tracking details provided