If an order is placed, it will take usually 3- 5 business days for our team to process shipment. If order includes a pre order item, other purchased items will be held until pre-orders are ready to ship.  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, once your package leaves our facility USPS estimates your package to be delivered within 3 – 10 business days.
• If you choose Priority Shipping, once your package leaves our facility USPS estimates your package to be delivered within 1 – 3 business days.
• If you choose Ground Advantage Shipping,  once your package leaves our facility USPS estimates your package to be delivered within 3- 5 business days.

 *the above estimated business days does not associate with the order processing time, they are a reference of the estimated time for the chosen shipping option within our Shipping Carrier. 

Once your order is ready for shipment, you will be emailed a tracking number.  We kindly request that you check both your regular inbox and spam folder, as our emails are automated, and occasionally, they may end up in the spam folder.

You are also welcome to contact us anytime via email or phone (during business hours PST) for an updated status.

If you encounter any issues with an item in your order, you must notify us within 7 days of the delivery date. Timely reporting is essential for us to assist you effectively. To begin the process, please submit a claim as soon as possible.

Missing Inclusions Policy

Due to the increasing number of false claims, our policy for missing contents has been updated as follows:

• Proof Required: To request a replacement from the manufacturer, you must provide a full unboxing video that begins before breaking the seal. This video is required as evidence to confirm that the missing item was not included from the start.
• Why This Is Required: Entertainment companies now mandate this proof due to the frequent occurrence of false claims.
• Replacement Process: All replacements for missing contents must be handled through the manufacturer. Since all albums and merchandise arrive sealed, we, as a retailer, cannot verify their contents before shipment.

How Long Does It Take?

The manufacturer’s replacement process typically takes 1-4 weeks.

What If I Don’t Have an Unboxing Video?

If you don’t have video evidence, we may still attempt to request a replacement on your behalf. However, please note that in such cases, we cannot guarantee that the manufacturer will approve the request.

We appreciate your understanding and cooperation in following these steps to help us resolve any issues efficiently. If you have any questions, feel free to contact our customer service team!

If you placed your order while the item was still in stock, your order will proceed under our normal processing time. We allocate a specific amount of inventory per item, so if the item shows as “out of stock” after your purchase, that simply means you secured your copy before inventory ran out.

However, there are rare cases where an item may not ship—such as if it’s found to be in poor condition during our inspection process (e.g., a damaged album), we will not ship it out.

In those instances, we want to ensure you receive only quality products and will take the following steps:

• You will be notified that the product is no longer available.
• If we are unable to reach you, an automatic refund for the unavailable item will be issued to prevent any delays in shipping the rest of your order.
• You will receive an email confirmation regarding the refund.

If you wish to cancel an album purchase, please promptly inform our customer service team by giving us a call.

Phone Assistance Hours:
• Monday – Saturday: 11:30 AM – 7:00 PM PST
• Sunday: 11:30 AM – 6:00 PM PST

We will take immediate action to address your request. It’s important to note that our orders can sometimes be packaged on the same day or the day after they are placed. Upon cancellation of your order, please be aware that your refund may take 5-7 days to process. Once the refund has been processed, it cannot be undone.

It’s important to note that there are specific restrictions on cancellations:

• If the order has already been shipped out, we are unable to cancel it.
• If the order is a pre-order, a cancellation cannot be made once it has been placed.

Please allow 3-7 business days to see this refund reflected in your account. Please note that the exact timing might vary based on your payment provider’s policies.

Yes, we do! You can use gift cards during checkout on our website.

If you run into any issues using your gift card, feel free to reach out, we’re happy to help!

When a transaction is declined, it's possible for a temporary hold or pending charge to appear on your account. This happens because your bank may initially approve the payment request, even though our system does not complete the transaction. As a result, your bank holds the funds while attempting to reconcile the discrepancy.

This pending transaction typically clears within 3–10 business days, depending on your bank’s policies. Once released, the funds should return to your account automatically.

In certain cases that transaction may go from Failed to Completed automatically within a few minutes. If you didn’t receive an order confirmation, please contact us to confirm.

📧 info@kpopusaonline.com

📞 702-476-1990
Phone Assistance Hours:
• Monday – Saturday: 11:30 AM – 7:00 PM PST
• Sunday: 11:30 AM – 6:00 PM PST

We’re happy to help you resolve any concerns related to failed transactions.

Yes! If your order has not yet been dispatched, we can update the shipping address for you.

For the fastest service, please give us a call during our customer service hours:

Phone Assistance Hours:
• Monday – Saturday: 11:30 AM – 7:00 PM PST
• Sunday: 11:30 AM – 6:00 PM PST

Prefer email? No problem! Just email us at info@kpopusaonline.com with your order number and the correct shipping address, and we'll take care of it as quickly as possible.

Once your package leaves our facility, it is the responsibility of our third-party carrier, USPS (United States Postal Service). At this point, we no longer have control over the handling or delivery of your package.

If your package hasn’t arrived yet, we recommend the following steps:

• You can do this on the USPS website or by visiting your local post office. USPS will investigate and help locate your package.
  
• If you have trouble filing a claim, please contact us

In the unfortunate event that you believe your package was stolen, please file a police report with your local law enforcement. This is important for addressing potential theft and helps authorities in recovering your item.

Please note that while we do our best to provide excellent service, we cannot be held liable for lost or missing packages once they are in USPS’s care. For more details, please review our Terms and Conditions on our website.

If your tracking information shows that your package has been marked as “Undeliverable,” it may be due to reasons such as an incomplete or ambiguous address, or the absence of a secure location for delivery.

When this occurs, the carrier typically initiates a “Return to Sender” process, meaning the package is on its way back to our store. Once we receive the returned parcel, we prioritize contacting you to resolve the issue.

Reshipping & Refund Policy:

• Uninsured shipping classes (e.g., Media Mail): You are responsible for any postage due. If you request a reshipment, you will be charged for shipping costs and postage due fees. If you opt for a refund instead, the shipping cost will be excluded, and the postage due amount will be deducted from your subtotal.
• Priority Mail & Ground Advantage: These shipping methods do not incur postage due charges, but if your order is returned due to an undeliverable address, failed delivery attempts, or refusal of delivery, a 15% restocking fee will apply.

You can contact us by replying to this email or reaching out to our customer service team at info@kpopusaonline.com. We are here to assist you and ensure a smooth resolution to any issues you may be experiencing.

All products shipped from our facility are considered final sales.

Our team diligently inspects each item, including lightsticks and albums, to identify any defects before shipping.  Please be aware that the outer case, box, or packaging of the product is primarily intended for the protection of the product, merchandise, or goods contained within. Any scratches/dents or discoloration on the exterior of the product packaging will not be eligible for compensation.

While we don’t typically offer returns or exchanges.  However, we acknowledge mistakes can occur despite our best efforts. If you receive the wrong item from what you purchased, a correction process is effective as long as the item is sealed.

IF A PRODUCT IS VISIBLY DAMAGED/DEFECTIVE/INCORRECT ON ITS EXTERIOR, PLEASE DO NOT UNWRAP THE PRODUCTS

If you’ve received a damaged item, please submit a claim. You must notify us within 7 days of the delivery date.

For detailed information on our return policy and further details, please refer to the relevant section on our terms and conditions.

Your order will be ready for pick-up 72 hours after it is placed. If your order includes a pre-order item that has not yet been released at the time of purchase, we do not send individual notifications when it becomes available. Please stay updated through our Instagram and Facebook announcements for release and pick-up information.

If your order remains uncollected beyond a certain period after it is ready for pick-up, our team will send you an email reminder.

To ensure a smooth and secure pick-up process, we require identification that matches the billing information used at checkout. If someone else placed the order for you, they must either accompany you during pick-up or provide a clear photo of their identification.

All products shipped from our facility are considered final sales. We do not accept returns or exchanges for items that have been opened from their original sealing.

Returns may be considered for defective items, provided that appropriate evidence is provided. If you encounter any issues with your order, you must contact us within 7 days of delivery. We also require that you allow us to initiate a claim with the manufacturer as part of the return process.

Please note that the outer case, box, or packaging of a product is primarily intended for protection during transit. Any scratches, dents, or discoloration on the exterior packaging will not be eligible for compensation. Manufacturer approval is required before proceeding with a replacement.

Once we receive and inspect your returned item, we will notify you via email regarding approval or rejection of your refund. This process may take up to 30 days.

Damaged or Incorrect Items

• We are not liable for damages incurred during transit. While we take precautions such as bubble wrapping, using sturdy boxes, and firm taping to prevent damage, unforeseen incidents may occur.
• If a product is visibly damaged, defective, or incorrect on its exterior, PLEASE DO NOT UNWRAP THE PRODUCTS
• For transit-related damage, an unboxing video is required, clearly showing the issue as the package was received. All items must remain unopened and sealed to file a claim. If an item has been opened, we cannot proceed with your issue.
• Any fine spots, scratches, flaws, or textural conditions that are not visible from a 30 cm distance cannot be considered for return or exchange.
• Due to the material of magazines, minor corner curling, bending, folding, or slight tearing may naturally occur during delivery and is not considered a defect.

Refunds & Restocking Fees

• Refunds will be issued for the item(s) only, excluding shipping costs.
• If you choose not to reship a returned package, a refund can be issued. However, if the return is not due to our error, shipping and handling charges will be deducted from the refund. Additionally, a 15% restocking fee will apply for returns caused by an undeliverable address, missed deliveries, or refusal of delivery without prior notice to us.

Processing Time for Returns & Exchanges

All exchanges or refunds will be processed after we receive and inspect the returned items. This timeline may take up to 30 days from the date we receive your return. Customers are responsible for all shipping costs associated with returns and exchanges.

Please note that posters are shipped separately from your album package but are processed at the same time. Because of this, it’s normal for posters to arrive later than your albums — in some cases, delivery can take up to two weeks.

If you haven’t received your poster within 14 days, feel free to reach out to us directly or email us at info@kpopusaonline.com. At that point, we can help initiate a missing mail investigation with USPS on your behalf.

Important Notice: USPS requires a delay of at least 14 days before considering a package as missing. Unfortunately, we’re unable to open a claim before that timeframe.

Yes! Our store is an official member of the 2025 HANTEO FAMILY.

This means that all eligible purchases made with us count towards the Hanteo Chart, contributing to the official sales figures for your favorite artists. Your support directly impacts chart rankings and helps highlight the success and global reach of the artists you love!

Each pre-order comes with additional official goods, which may include postcards, stickers, a calendar, and a poster, depending on the specific item. To find out exactly what extra goodies are included with a particular pre-order, you can refer to the product description. Look for items that are bolded, and you’ll see “(Pre Order Benefit/First Press Only)” mentioned right after the item details.

Another form of Pre Order Benefits are the exclusive Selfie Photocards that are available during the pre order period.

For more information and a comprehensive guide on pre-order benefits, we invite you to check out our article titled “What are Pre Order Benefits?” on our community page. This resource will give you a detailed overview of the exclusive items you can expect with your pre-order purchase.

Restock times vary by product.

Some albums may be restocked within a week, while official merchandise or limited-edition items can take longer—or may not be restocked at all if they’re no longer in production or are on backorder.

For convenience, out-of-stock products include a waiting list option. You can join the list to receive real-time restock notifications directly to your email.