FAQs
Last updated: February 25, 2025
🛍️ Orders & Payments
Q: How do I contact Kpop Exchange?
📩 For all website and order inquiries, please email support@kpop.exchange.
📌 Response time: 24-48 hours due to high volume.
Q: Can I cancel my order?
✔ Yes! You can cancel within 48 hours after receiving your order confirmation email for a full refund in gift card form.
❌ Orders canceled after 48 hours are subject to a $20 administration fee.
📦 If your order has already shipped, you will also be responsible for return shipping costs.
Q: When will I be charged?
💳 Your card is charged as soon as you place your order. If an item is out of stock, we will void the charge and notify you via email.
🚚 Shipping & Delivery
Q: How soon will my items ship?
📦 Orders usually ship within 5 to 8 business days. You will receive a tracking email once your order ships.
📌 Pre-Orders: These ship once they are released and arrive at our facility. Release dates are listed on product pages.
Q: What are the estimated shipping times?
✔ USA (USPS/UPS): 3 to 10 business days
✔ International (DHL/UPS): 4 to 12 business days
✔ Standard Registered Mail: 3 to 6 weeks
📌 Shipping times depend on your location, customs processing, and carrier delays.
Q: Do you ship to PO Boxes?
✔ Yes!
Q: Why did I receive one item but not the rest of my order?
Some items ship from different fulfillment centers and may arrive separately.
📌 You will not be charged extra shipping fees.
Q: Will I be able to track my order?
✔ Yes! Once your order ships, you will receive a tracking email with a link to your order status page.
📌 Standard Registered Mail only updates at major checkpoints (e.g., customs, out for delivery).
Q: Why isn’t my tracking updating?
📌 Some carriers only update tracking once the package reaches your country.
📌 If there is no update for more than 3 days, please email us at support@kpop.exchange, and we’ll investigate.
Q: What about customs fees?
✔ Customs fees are charged by your country, and buyers are responsible for paying them.
✔ If you refuse the package due to customs fees, return shipping costs and import duties will be deducted from your refund (gift card form).
Q: What countries do you ship to?
🌍 We ship worldwide via DHL! Shipping costs are calculated at checkout.
Q: Where do your items ship from?
✔ Albums & official goods: South Korea, shipped from our Denver, CO facility.
✔ Unofficial & lower-cost goods: China.
Q: What’s the estimated delivery time for USA & Canada?
📦 Most orders: 3-5 weeks (can take up to 6 weeks during peak seasons).
📦 Albums & Official Merchandise (shipped from the US): Faster delivery options are available at checkout.
🔄 Returns & Refunds
Q: What’s your return policy?
🚫 All sales are final on:
✔ Clothing, footwear, jewelry, plush figures, hair accessories, cosmetics, and beauty products.
✔ Opened albums, DVDs, light sticks, and electronics.
✔ Eligible unopened and unused items may be returned within 14 days for a refund in the form of a store gift card.
📌 For full details, check our Refund Policy.
Q: Do you offer exchanges?
❌ No, we do not offer exchanges. However, if you received the wrong item, we will either:
1️⃣ Send you the correct item OR
2️⃣ Refund your order (store gift card).
Q: What happens if I receive a damaged item?
📌 If your item was damaged in transit, please check our Product Defect Policy for next steps.
Q: What if an item is missing from a sealed album?
🚫 We do not manufacture albums. If a CD, photocard, or poster is missing inside a sealed album, Kpop Exchange is not responsible for replacements.
Q: Can I request a refund to my original payment method?
✔ Refunds are issued as store credit (Gift Cards) by default. However, if you prefer a refund to your original payment method, you must request it before the store credit is issued.
📌 Refund requests to the original payment method will be reviewed case-by-case and may take 5-10 business days to process.
Q: If I receive store credit as a refund, can I later request cash instead?
❌ No, once a refund has been issued as store credit (Gift Card), it is final and cannot be converted to cash or refunded to the original payment method.
📦 Pre-Orders & Special Orders
Q: How does shipping work for pre-orders?
📦 Pre-orders will not ship until they are officially released and arrive at our warehouse.
📌 Release dates are listed on product pages.
Q: Can I order in bulk for a fan group order (GO)?
✔ Yes! We support Fan Group Orders (GOs) worldwide.
📩 Please email support@kpop.exchange with your request.
💳 Payments & Pricing
Q: What payment methods do you accept?
✔ We accept major credit cards and secure online payment options.
Q: Do you offer price adjustments if an item goes on sale later?
❌ No, we do not offer price adjustments after purchase.
🛒 Products & Merchandise
Q: Are the photocards for sale official or fanmade?
📌 Unofficial photocards: Found in the Under $15 collection.
📌 Official photocards: Found in Lucky Draws or Album Pre-Order Benefits.
Q: Is the Line Friends BT21 merch official?
📌 Unofficial (fanmade): Most BT21 items are unofficial and lower-priced.
📌 Official: More expensive and marked as official on the product page.
Q: What happens if I receive a defective electronic item (e.g., light stick)?
🚫 We do not accept returns or exchanges on electronics.
📌 If your item is defective, please contact the manufacturer directly (contact info is in the product manual).
📦 Shipping Protection
Q: What is Navidium Shipping Protection?
✔ Navidium protects your purchase against loss, theft, and damage.
📌 Recommended for Kpop collectors! Learn More Here.