General Ask Questions/FAQs

How will I know that I have completed my order? / Order Confirmation
You will received the email confirmation from us once your order has been completed.

I just placed an order, however I never received an email confirmation?/ Order Confirmation
Please try and check your junk/spam mail as sometimes our mails might ended up there. If you can’t find our confirmation email in either junk or spam folder; this could be that you have provided the incorrect email address. If that’s the case, please contact us at sskpopstore@gmail.com with your name and correct email address for us to look into the matter and update on your order details.

How much is the shipping?/ Shipping Fees

The shipping fee is vary depend on the shipping method you chose. 

How long will it take for my ordered item to ship?/ Shipment Process
The order will be shipped out to you once the shipment has been completed. The shipment processing time usually takes 2-3 days on all orders. However if we are experiencing a high volume of orders, there will be a slight delay to the shipment process.
*Please note all orders that include pre-order items will begin processing once the item is available to us. 

What are the estimate times of delivery?/ Estimate times of delivery
The estimates of delivery times depend on the type of shipping service you have chosen at the check-out page. Our standard shipping services usually takes 2-3 business days for domestically and 7 - 10 business days for internationally.
We will notify you if the delays in delivery has occurred with your order. We will leave the notice on our home page of delivery delays during the holiday’s seasons as it could impact the delivery times.
We will do our best to have your order shipped out as soon as possible.

Will we get the tracking of our order? / Shipment tracking
You will receive a shipment confirmation and tracking once the order has been shipped. The tracking number will be active within 24 hours both domestically and internationally. For some countries, the tracking could be track up to certain parts depending on the customs of each country and port.

What would I do if my package has been lost?/ Lost and Stolen
If the package has been lost or stolen, unfortunately we will not be taking any responsibilities as we only have access to the much information available from the tracking. Please contact your local post office to see if they have the package for pickup or they can help you track or search for the package.

What will happened if my package has been returned to you? / Unable to deliver/ Returned Package
Unfortunately, we will not take any responsibilities for all returned orders due to incorrect addresses or absent residents at the times of delivery. If the package has been returned to us, we will notify you over the email. If you’d like us to re-ship your package, you will be responsible for the shipping fees. We will only give one chance for re-shipping. If the same package has returned to us for the second time for any reasons, we will not ship out the package again but we will refund the purchase amount excluding shipping charges.
So please double check your address before placing the order.

Damaged/Defective Item.
Prior to ship out the order, we will and always check the condition of the package for any external damages. So we will not be liable for any damages occurred during the transit. If you wish to receive a refund on the damaged item or any issues. Then you must show us videos and pictures while opening the package and inspect the items.
Products will not be refunded without videos. 

What if I have changed my mind about the order, can I return them? / Returns Policy
All the return orders must be in the same condition they were sent, unopened and in the original packaging. You have 14 days of delivery for domestic orders and 20 days of delivery for international orders in order to receive a full refund. You will be responsible to all return shipping fees. 

Cancel order / Refund 
Once the order is cancel, please expect 3-5 business days for a refund to be issued back to the account of the original payment method 

Shipping on pre-order only 
Pre-order only items will be ship out 5-7 business days after the last day of accepting order. Unless stated otherwise under a release date. If there is a release date then we typically ship out a couple days after a release date, depending on when we will get the items ship out to us from Korea.  

Pre-order Album before a release date 
For any albums you wish to pre-order BEFORE the release date, we generally give you a free poster for pre-ordering the album with us as a gift. To get a free poster, you can choose pre-order under a poster section. 

Shipment on newly release of album and merchandise 
Please note that when we put the release date for the album or merchandise, it means that's when our supplier should be getting the album or merchandise. Sometimes, there is a delay on the date they are getting the stuff as well, which leads to us getting the shipment a little bit later. However, we will notify you either by email or post on our website about the delay. 

Why do we stop accepting pre-order album after the pre-order deadline date?
The reason we stop accepting pre-order when we reach the dateline date is so we are able to manage the pre-order benefit for customers who pre-order with us. We will open for the customer to order again once the album release. 

Cancellation policy:
You can cancel your order within 14 days from the date of ordered.
If you request to cancel your order after 14 days from the date of ordered, you may request for store credit or exchange only.

Are the albums being counted on Hanteo Chart?
Yes, because all of our albums shipped directly from Korean distribution stores.