AFTER SHIPPED

Q1. What is tracking number of my order?

Tracking number is issued if purchased with K-Packet, EMS, EMS Premium, DHL and UPS shipping option after the package is dispatched. Shipment notification is emailed including tracking number as photos once package is dispatched then customer can check tracking number on the photo and trace shipment at each tracking sites.

- K-Packet, EMS, EMS Premium Tracking

  Korea Post : https://trace.epost.go.kr//xtts/tt/epost/ems/ems_eng.jsp

- DHL : www.dhl.com

- UPS : www.ups.com

- Small packet air mail is not traceable originally, means tracking number itself is not issued.


Q2. Do I have to pay custom tax?

It depends on the customs at destination country.

Customs investigate shipments at random and sender (Kpopmart) cannot intervene in custom issue in other countries. We put low prices on custom declaration sheet attached on the package to avoid custom issues. If custom tax is charged at destination country despite such an effort, it should be paid by recipient.


Q3. I ordered multiple items but received part of them.

Small packet and K-Packet have 2 kg limitation per parcel thus products can be sent in 2 or more parcels. Kpopmart send photos of package with shipment notification through email once dispatched thus customer can see how many parcels were sent for one's order from shipment notification mail. Delivery can be different from each parcel according to local postal service circumstance even though packages were shipped out on the the same date.


Q4. How can I know for shipping and delivery?

Kpopmart provides various shipping options and customer can check available shipping method for one's country during order process. Please check shipping policy for tracking and estimated delivery.


Q5. I chose non-traceable small package as shipping method and haven’t received my package after passed 40 business days.

Please send email to customer@kpopmart.com then CS team will issue investigation request via Korea Postal Service. It may take up to months due to airline's and destination postal service's noncooperation. Kpopmart issue investigation request for small packet shipment in good faith of customers but please be sure that Kpopmart is not responsible for any lost or damage of non-traceable shipment after dispatched.


Q6. How can I get my package back if it returned?

RSN (Returned Shipment Notification) will be emailed including photos if shipment will be back to Kpopmart. Customer can decide after received RSN if want to pay shipping fee for resending and get the shipment back or get refund after deducting initial shipping fee which was paid for sending the package at first. If "non-canceled item" is included in the order, it is not able to cancel but customer should pay shipping cost for resending and get the package back.


Q7. If I order a bunch of CDs, one of them is preordered and the rest aren't, do I have to wait till the preorder one comes out?

If any preorder item is included in the order, all the items would be shipped after the preorder item is released.