HELP/FAQ
*Please be advised that shipment processing times can be extended due to various factors (e.g. current global situation, multiple groups releasing new albums at the same time, heavy influxes of orders, shipment delays from Korea, etc.)
3. I JUST PLACED AN ORDER & NEVER RECEIVED A CONFIRMATION EMAIL: Please check your Junk/Spam mail as our confirmation emails sometimes end up there. If it wasn't found, please double check the email address that was inputted at checkout when placing your order to confirm the right email was provided. For further assistance, feel free to contact us and we will look into the matter for you. Please provide a valid email address in the contact form so that we can update your order details!
4. MY PAYMENT WAS DECLINED, BUT THERE'S STILL A CHARGE IN MY ACCOUNT, WHY?: Although a transaction has been declined/canceled, a charge may still appear in your account as it takes time for card issuers and banks to fully process and settle such transactions. However, we wish to assure you that payment was not accepted on our end. Please allow 3-5 business days for any charges for declined transactions to be cleared from your account. If you still see a charge, please contact us and we will look further into the matter.
5. SHIPMENT PROCESSING TIME:
All orders are typically processed on a first order first serve basis within 2-3 business days. Please be advised that shipment processing times can be extended due to various factors (e.g. current global situation, highly anticipated comebacks, multiple groups releasing new albums at the same time, heavy influxes of orders, shipment delays from Korea, etc.). If there will be a significant delay in the shipment of your order, we will do our best to provide updates via email or telephone. Please rest assured that we are doing our best to have your orders shipped as soon as possible!
NOTE: For any extended delays you are experiencing with your order, please double check that your order was not placed with "In-Store Pickup" as the shipping method!
6. DELIVERY: KPOP NATION is not liable for any packages that have been delivered and scanned as such by USPS or UPS.
If you suspect that your package has either been lost/stolen after it was delivered, please contact your local post offices and see if they have the package for pickup. It is common for USPS to keep packages if they do not fit in the mailbox or if there is no secure location for delivery. We also suggest inquiring with your neighbors to see if they received the package. Unfortunately, we only have access to as much information that is available on the tracking page. The most we can do is file a case. If you wish for us to assist in filing a case, please reach out to us within 14 days of delivery. We apologize for any inconvenience in this regard.
7. ADDRESS CHANGE: If you mistakenly placed an order with an incorrect address, please notify us immediately. We are unable to modify your order once the order has been processed/fulfilled. We do not take liability for orders returned due to incorrect shipping addresses or absent residents at the time of delivery. If the package was incorrectly sent due to an incorrect shipping address or an absent resident, any action (e.g. refund, etc.) will only be processed after the original package has been received.
8. WHEN WILL MY ORDER BE READY FOR IN-STORE PICKUP?:
For in-store pickup orders, please allow 2–5 days for all purchased items to be processed, prepared, and placed on hold at our store in Los Angeles. Once your order is ready for pickup, an email notification will be sent to the email address provided at checkout.
IMPORTANT NOTE: If an order contains any pre-order items, it will not be ready for pickup until all items have been released and are available!
9. CAN ANOTHER PERSON PICKUP MY ORDER FOR ME?: Our store policy requires that the customer who originally placed the order pick it up themselves to prevent the risk of order theft and fraud. However, if you are unable to pickup your order and wish for another individual to pick it up on your behalf, you must indicate in the "Special Instructions for Seller" section on the cart page the first and last name of said individual as well as their contact number.
If you have already placed the order, please contact us and provide the first and last name and contact number of the individual that will pick up the order on your behalf.
Please note that this individual will need to present (order number, name on order, and address on order) for the purchased item(s) to be released.
IMPORTANT NOTE: Once an in-store pickup has been verified and the item(s) released, we are no longer liable for the order.
10. RETURN POLICY: For online purchases, all items MUST be carefully packaged and returned in the same condition they were sent (unopened and sealed in original packaging). Once the item(s) have been received and inspected for damages, refunds will be issued excluding the original shipping costs. Items must be shipped within 14 days of delivery. All return shipping costs will be the customer's responsibility.
For in-store pickup purchases, items can be returned in-store so long as it is sealed and unopened in its original packaging. The individual will need to present the original order information (order number, name on order, address on order) upon return. Items must be returned within 14 days from the date of pickup in order to receive a full refund.
Please allow up to 7 business days from the return delivery date for your refund to be processed.
Address all returns to:
KPOP NATION
939 S Western Ave, Los Angeles, CA 90006