FAQ
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๐Placing an Order
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How do I place an order?
First, sign in or create an account. Add the items you want to your cart. During checkout, enter your shipping address to see your shipping options and costs, which are calculated based on the weight of your items and your location. Proceed with payment to complete your order.
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Can I change my order?
If you need to add or remove an item, or change your order details, please cancel your existing order and place a new one. If an item you want is now out of stock, please contact us atย byitkpop@gmail.com or use our live chat.
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How do I cancel my order?
You must request a cancellation immediately after you receive your order confirmation email. Once your order has begun processing, cancellation may not be possible.
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๐Shipping & Delivery
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What are the shipping costs and delivery times?
Your order will typically be processed within 4โ10 business days. Express shipping takes an additional 2โ5 business days (or up to 10+ days), but delivery times can vary depending on the items purchased and your location.
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What are the shipping methods?
We offer two main shipping options:
1. Express Shipping:
- Carrier: DHL
- Delivery Time: Generally within 2โ5 business days after dispatch.
- Features: A fast and reliable service for urgent deliveries.
2. Standard Shipping:
- Carrier: EFS
- Delivery Time: Approximately 5โ14 days.
- Features: A more cost-effective option for lighter items, with a longer delivery time compared to Express.
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Can I track my order?
Yes. A tracking number will be sent to you by email once your order has been dispatched. Alternatively, you can track your order by entering the tracking number on our website under MY ACCOUNT > Track your order (https://www.17track.net/en).
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๐ฆReceiving Your Order: What to Do
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My package arrived damaged.
Minor damage or scratches on the outer box are not eligible for compensation. If the product itself is damaged, please send us your unboxing video so we can submit a claim. Once the claim is accepted, we'll ask for your patience as we work through the process. We will do our best to assist you.
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I received the wrong item or an item is missing.
f you have a missing or damaged item, please contact us at Byitkpop@gmail.com with your unboxing video or detailed photos of the product. We will review the information and take the appropriate action.
For incorrect or missing items, we will evaluate the details and work to resolve the issue for you.
Please note that for new K-pop albums and other sealed products, a complete unboxing video is the only way to verify that an item was missing or defective. This allows us to raise the issue with the manufacturer or supplier and request a replacement or compensation if needed. Since each company has different verification and compensation standards, we must follow their specific guidelines. We appreciate your understanding.
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๐ณRefunds and Exchanges
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Why did I receive a refund or partial refund?
Refunds can be automatically processed due to shipping delays, an item being out of stock, or other delivery issues. The refund will be issued to your original payment method. We are unable to issue refunds to a different account or payment method.
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What is your return/refund process?
We do not accept returns for a simple change of mind. If there is a problem with your product, please email us at Byitkpop@gmail.com with your unboxing video or detailed photos of the product's condition. We will review the information and take the appropriate steps to resolve the issue.
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๐ฐCustoms & Taxesย (For U.S. Customers)
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Why are the customs duties higher than I expected?
We understand that customs duties may feel like a heavier burden than anticipated. Customs duties are determined by U.S. Customs based on the product category and the corresponding tariff rate. This tariff rate is applied uniformly to all imported goods and is not determined or adjusted by us. As a result, there may be a difference between the estimated amount and the final assessed amount.
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What happens if I don't pay the duties or fees?
If you do not pay the taxes:
- The delivery of your package may be delayed.
- The package may be returned to us. If this happens, we will have to deduct any shipping or handling fees charged by the carrier from your refund.
- In rare cases, if delivery is impossible, the package may be destroyed by customs. In this case, no refund will be issued for the destroyed package or its contents.
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When and how do I pay for duties and fees?
Once your order is shipped, the shipping carrier will send you a simple payment guide via email, text message, or phone call. By completing the payment as instructed by the carrier, your delivery will proceed smoothly.
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I have already paid the duties, so why has my package not arrived yet?
Even after payment, it may take a little more time for customs clearance. In some cases, U.S. Customs may conduct random inspections or request additional documents, which can cause a slight delay. For the latest updates, please check your shipping tracking information.
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