💜 MONSTA X 9TH MINI ALBUM - ONE OF A KIND + SUBK SHOP EXCLUSIVE PHOTOCARD 💜
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FAQ

 

 

▼ General SUBK SHOP Questions▼

This FAQ is subject to change and will be updated on an as-needed basis, with additional information as it becomes available, any necessary adjustments, etc, so please check back periodically!

1) ORDER FAQ

- How long will it take to process and ship my order if it contains any pre-order/back-order items?

Once a product releases in Korea, it takes about 2~3 business days** for it to arrive at our warehouse in the U.S. (if there are no unexpected delays). Upon arrival, order processing will begin (detailed shipping updates can be found on our social media).


Orders are typically processed within 2~3 business days** (normal volume) if all items in the order are in stock. For high volume orders, it can take anywhere between 5~8 business days** for processing. The shipping speed applies after the order has been processed.

Due to the effects of COVID-19, shipping to some countries may be restricted, in which case, orders may be automatically cancelled or packages may be automatically returned, so please check your country's shipping restrictions before placing an order.

Please remember to film a full, unedited Unboxing Video from beginning to end, check the product condition immediately upon receipt, and contact our Customer Support department at ask@subkshop.com for damaged, defective, incorrect, or missing items.

See our full Return & Exchange Policy here.

** Subject to change based on operational circumstances. Excludes weekends and holidays.

** Please note that this info is also provided on each product page and may be adjusted based on any changes that occur or any updates we receive from our distributors, artist management, etc.

- How long will it take to process and ship my order if it doesn’t contain any pre-order/back-order items?

Orders are typically processed within 2~3 business days** (normal volume) if all items in the order are in stock. For high volume orders, it can take anywhere between 5~8 business days** for processing. The shipping speed applies after the order has been processed.


Due to the effects of COVID-19, shipping to some countries may be restricted, in which case, orders may be automatically cancelled or packages may be automatically returned, so please check your country's shipping restrictions before placing an order.

Please remember to film a full, unedited Unboxing Video from beginning to end, check the product condition immediately upon receipt, and contact our Customer Support department at ask@subkshop.com for damaged, defective, incorrect, or missing items.

See our full Return & Exchange Policy here.

** Subject to change based on operational circumstances. Excludes weekends and holidays.

** Please note that this info is also provided on each product page and may be adjusted based on any changes that occur or any updates we receive from our distributors, artist management, etc.

- If I purchase pre-order items and in-stock items (non-pre-order) in the same order, will my in-stock items ship first?

If you place an order that includes one or more items that are pre-orders or back-orders, shipping will occur once all items within that order are available to ship together. Please place separate orders if you would like in-stock items shipped sooner than any pre-order or back-order items.


** Processing & shipping times are subject to change based on operational circumstances, and excludes weekends and holidays.

** Please note that this info is also provided on each product page and may be adjusted based on any changes that occur or any updates we receive from our distributors, artist management, etc.

- Where is my confirmation email?

Your confirmation email will be sent to the email address you used to place the order. If it doesn’t appear in your inbox after you’ve waited at least 2~3 business days**, your bank may still be processing your transaction (this varies per bank)!


If you still don’t receive a confirmation email after 3 business days, please email Customer Support at ask@subkshop.com, and a team member will be able to assist you.

** Excludes weekends and holidays.

- What should I do if my card has already been charged for the order, but I still haven’t received a confirmation email?

In some cases, if you don’t immediately receive your confirmation email after you make your purchase, it may mean that the transaction is still "pending" with your bank. Processing can typically take up to 2~3 business days** (varies per bank).


Once the transaction has been processed, a confirmation email will be sent to the email address you used to place the order. Please wait at least 3 business days, and if you still don’t receive a confirmation email, please email Customer Support at ask@subkshop.com, and a team member will be able to assist you.

** Excludes weekends and holidays.

- How can I make changes or adjustments to an existing order?

Please email Customer Support at ask@subkshop.com, and a team member will be able to assist you with any changes or adjustments to your order.


Keep in mind that although we can change versions (if in stock), members (if in stock), names, email addresses, phone numbers, and shipping addresses, we cannot include/remove/separate items, nor change billing addresses.

If you require assistance for the latter, please request to cancel your order so that you can place a new order with the correct information and/or items!

- Can I adjust my selected version/type for my pre-order item after the pre-order period is over?

No, you will not be able to change the version/type for your pre-order item after the pre-order period ends.


If you would still like to change the version/type for your pre-order item, please email Customer Support at ask@subkshop.com to have the order canceled and place a new order with your preferred version/type.

If you do decide to cancel your original order and place a new one after the pre-order period ends, please be mindful that you may lose the respective Pre-Order and/or First Press Only Item(s) associated with the pre-order product.

- How do I cancel my order?

If you wish to cancel an order that has not been fulfilled/shipped, you can request to do so by sending an email to ask@subkshop.com. Please include your First and Last Name, Order Number, and Reason for Cancellation in the email.

- How do I track my order for updates?

Once your order has been shipped out from our warehouse, you will receive a shipping notification via email with a tracking number. You’ll be able to track your package with the provided number.

- What should I do if I received my album(s), but not their respective poster(s)?

We ship unfolded posters in poster tubes separately from albums and after albums have shipped first, unless they are already folded inside. Depending on the volume of orders per album, it may take 2~3 business days** after albums are shipped to process posters. If you placed an order for an album with an unfolded poster and have received one of either first, please allow 5~7 business days** for the other to be delivered!


If your poster or album does not arrive after the above timeline has passed, please email Customer Support at ask@subkshop.com, and a team member will be able to assist you.

** Subject to change based on operational circumstances and album order volume, and excludes weekends and holidays.

- What can I do if my items are externally damaged, internally defective/missing inclusions, or my order is missing items?

If you have received a damaged, defective, or incorrect item(s), or are missing an item(s), please email ask@subkshop.com with the following info within 7 days of when the shipment was marked as delivered by the courier: First and Last Name, Order Number, Explanation of Issue, Unboxing Video**, and Preference of Resolution (refund, exchange, or replacement of missing item(s)).


** As written in all of our product descriptions, an Unboxing Video is standard protocol for any of our merchandise inquiries. A proper Unboxing Video records the package that you received and the contents inside from beginning to end UNEDITED - from the moment you open the box and unwrap each item, to the point where you can point out the missing item(s) (e.g, album inclusions or extra items that should have been received), incorrect item(s), or the damaged and/or defective item(s). Please be aware that we will not be able to assist you with your inquiries until we receive an Unboxing Video.

See our full Return & Exchange Policy here.

2) PRODUCT & RESTOCK FAQ

- When will you restock ___?

While albums (non-limited) are restocked often, merchandise (non-limited edition) are occasionally restocked and Seasons Greetings are typically not restocked at all.


Sometimes (not always), we’re able to come across extra inventory or cancellations. The best way to stay updated for an out-of-stock item would be to sign up for restock notifications on the desired item’s respective product page, so you'll be alerted via email if/when the item is back in stock on our site!

- If a limited collection or item is sold out on the site, or if I miss a pre-order only item, is there really no chance of restocking?

Typically, once limited-edition collections/items are sold out, we are unable to restock them.


Sometimes (not always), we may come across extra inventory or cancellations. The best way to stay updated for an out-of-stock item would be to sign up for restock notifications on the desired item’s respective product page, so you'll be alerted via email if/when the item is back in stock on our site!

- Can I purchase an album’s poster separately if I don’t want to pre-order the album itself?

Posters are not purchasable separately from the album.

- What if the item I want isn’t available for purchase on your website at all?

If you would like to purchase a specific item, but do not see it on our site, you’re welcome to fill out our Suggestion Box form (please only fill out ONE form per item; no duplicates or repeats): www.subkshop.com/suggest.


Although we cannot guarantee that all suggested items will become available for pre-order or purchase on our website at any time, our team will review/look into suggestions and will keep them in mind for future consideration.

3) PAYMENT FAQ

- What forms of payment do you accept?

Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron.


↳ Prepaid gift cards from the companies listed above are also acceptable. As the terms of use, conditions, and refund policies are different than that of debit/credit cards, please familiarize yourself with them before using this payment method.

Express Checkout: Apple Pay, Google Pay, PayPal, Shop Pay

↳ PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, please visit www.paypal.com.

↳ Shop Pay: Shop Pay is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information so that they can complete their transaction faster the next time they checkout. For more info about Shop Pay, please visit https://shop.app/help/shop-pay.

↳ Shop Pay Installments: Buy now, pay later -- in 4 equal payments, interest-free, and with no additional or hidden costs for orders between $50 and $1000! Paying in installments with Shop Pay is powered and serviced by Affirm.

When you check out with Shop Pay for eligible orders, you have the option to pay in full at checkout, or to split your purchase into 4 equal installment payments. Installments are a flexible payment option that can help you invest in larger purchases up to $1000 by dividing your purchase amount into four equal, biweekly, and interest-free payments.


To pay in installments with Shop Pay in a participating store, you need to meet the following requirements:

- Reside in the United States
- Sign up for Shop Pay
- Add your debit or credit card to your Shop Pay account


The following limitations currently apply to paying in installments with Shop Pay:

- You can't pay for an order in installments if the order includes currency in any form, including virtual and digital currency, like gift cards.
- To qualify, orders need to be between $50 and $1000 USD, inclusive of shipping and taxes.
- If you change your phone number or email within Shop Pay, then you also need to update your information with Affirm before you can pay for another purchase in installments with Shop Pay.

For more info about and support for Shop Pay Installments, please visit https://shop.app/help/installments.

- What currency do you accept for payment?

All prices on our website are in USD.

- Why was my account still charged when my payment was declined?

If your card was declined at checkout, but you were still charged on your account, the transaction may still be “pending” with your bank. Please wait at least 2 business days**, and the pending status should clear.


If the charge still exists after this waiting period, please email Customer Support at ask@subkshop.com, and a team member will be able to assist you!

** Excludes weekends and holidays

4) SHIPPING FAQ

- Where does SubK Shop ship from?

SubK Shop ships out from CA, USA.

- Do you ship internationally?

Yes, we ship to the U.S. and worldwide with the exception of a few countries.


FOR INTERNATIONAL (NON-U.S.) CUSTOMERS:

International packages may be subject to import taxes, customs duties, tariff, VAT, fees, etc imposed by the destination country. These charges will typically be due before delivery is attempted. Such charges are not included in the product price or shipping and handling cost, and are the customer’s responsibility as SubK Shop is only charging the transportation fee for the order. There is no way for SubK Shop to verify or anticipate what duties will be levied by a country upon delivery as charges vary across the world, so it is the customer’s full responsibility to check with their local postal or customs office to determine if there will be additional costs.

Please note that international packages that exceed the max size/volume/weight may be split into separate packages and may be subject to additional customs/admin fees per package processed. Size/volume/weight standards are determined by and vary per destination, courier, and shipping speed selected by the customer.

USA TO KOREA SHIPPING:

[한국 배송문의] 한국배송의 경우, 웹사이트를 통해 가장 저렴한 배송방법을 선택하셔서 결제하시면 됩니다. 배송 주소는 꼭 한글로 작성 부탁드리며, 1차로 결제하신 해외배송비에서 실배송시 사용되는 미국->한국 연결된 택배사 비용을 제외한 배송차액은 배송과 동시에 환불처리 됩니다. 환불의 최종처리는 결제하신 방법에 따라 약 3~5일 (주말/공휴일 제외) 소요됩니다.

알림: 택배배송은 한국에 실거주 하시고 개인통관번호를 보유하고 계신 고객님께만 가능합니다. 배송정보 작성시 개인통관번호는 "Company" 칸에 작성하시면 되며, 한국내 배송정보를 배송대행지 또는 실거주자가 아닌 정보(이름, 우편번호, 주소, 전화번호 등등)를 기입하실 경우, 화물의 분실 및 추가 관세 등등 불이익이 발생할 수 있으며 해당 부분은 구매자 책임을 알려드립니다. 온라인 배송은 미국 로스엔젤레스에서 진행되며 미국>한국 택배배송 관련 문의는 ask@subkshop.com로 주시면 한국어 가능한 담당자께서 안내 드리겠습니다.

[Shipping to Korea] Regarding shipping to Korea, please choose the cheapest international shipping option to complete your purchase and make sure that the shipping address is written in Korean. The amount difference between the shipping fee paid at checkout and the actual Express shipping fee charged will be refunded at the time of shipping. The Express shipping service to Korea can only be utilized by customers who actually reside in Korea and have a Personal Customs Clearance Code (PCCC). When filling out your shipping address info, please include your PCCC in the "Company" field. If you submit shipping contact info (name, address, phone number, etc.) of trans-shipment proxy companies or non-Korean residents, packages may be delayed, lost, rejected, or charged additional customs fees, which will be the sole responsibility of the customer and SubK Shop will not be responsible for any loss, damage, or fees incurred. Online orders via the Express shipping service are shipped from Los Angeles, CA (USA). Any inquiries related to the USA>Korea Express shipping service can be emailed to ask@subkshop.com and a team member will be able to assist you further in Korean.

FOR DOMESTIC (U.S.) AND INTERNATIONAL (NON-U.S.) CUSTOMERS:

SubK Shop will not be held liable or responsible for any additional charges that may apply, and will not be responsible for abandoned packages (packages that are not delivered because the customer hasn’t paid the customs/duties fees due), mis-delivery errors via carrier, incorrect shipping info, stolen packages, losses, product, or shipping refunds. The customer accepts full responsibility to file any claim(s) with their carrier for damaged and/or lost shipments. It is the customer’s responsibility to cover the shipping costs if/when the customer wishes to have a second delivery attempt after the product is returned to SubK Shop.

- Which countries do you ship to outside of the U.S?

Outside of the U.S, we ship to the following countries & regions:


- Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Austria
- Bahamas, Barbados, Belgium, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Bulgaria
- Canada, Caribbean Netherlands, Cayman Islands, Chile, China, Colombia, Cook Islands, Costa Rica, Curaçao,   Czechia
- Denmark, Dominica, Dominican Republic
- Ecuador, El Salvador
- Falkland Islands, Finland, France, French Guiana
- Germany, Greece, Grenada, Guatemala, Guyana
- Haiti, Honduras, Hong Kong SAR, Hungary
- Iceland, India, Indonesia, Ireland, Italy
- Jamaica, Japan
- Korea
- Macao SAR, Malaysia, Martinique, Mexico, Montserrat
- Netherlands, New Zealand, Nicaragua, North Macedonia, Norway
- Panama, Paraguay, Peru, Philippines, Poland, Portugal
- Russia
- Singapore, Sint Maarten, Spain, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Suriname, Sweden, Switzerland
- Taiwan, Thailand, Trinidad & Tobago, Turkey, Turks & Caicos Islands
- U.S. Outlying Islands, United Arab Emirates, United Kingdom, Uruguay
- Venezuela, Vietnam

** Please note that the list of countries we ship to outside of the U.S. may slightly vary per item/collection should there be any limitations imposed by artist management, licensing issues, etc.

** If you do not see your country above, please be assured that our team hopes to open up shipping to more countries in the future!

- Why don’t you ship to ___?

We are unable to ship to select countries at this time, and we apologize for the inconvenience.


Please be assured that our team is still looking into finding the right couriers and pricing to service customers in more countries!

- What are your shipping rates and delivery estimates?

Shipping costs are auto-generated by your selected courier and varies across different couriers. The final cost is dependent on the total weight of your order, the size of your package, your shipping location, and the shipping method you select when checking out.


Although the pricing is out of our hands, please be assured that our team is continuously seeking new solutions and the best, cost-efficient shipping options for our customers!

- How do I change the shipping address for an existing order?

If you need to make a change to your shipping address for an existing order, whether it is because you moved or made a spelling error while placing your order, please email Customer Support at ask@subkshop.com and provide the correct shipping address as soon as possible!

- What can I do if my package is lost/stolen?

If your package is lost or stolen, we recommend you immediately contact the courier you selected for your order, report the issue, and file for an investigation and/or a lost/stolen package claim.


If your package is still not found through that method, please email Customer Support at ask@subkshop.com with your order number and claim number from the investigation.

5) RETURNS & EXCHANGES FAQ

- What is your Returns & Exchanges Policy?

Please see our Returns & Exchanges Policy here.

- How long does it take for refunds to process?

Refunds are issued in 3~5 business days**, depending on your bank.


Please see our Returns & Exchanges Policy here.

** Excludes weekends and holidays.

6) GENERAL FAQ

- What does SubK Shop sell?

SubK Shop sells a variety of K-pop goods like albums, lightsticks, official merchandise, exclusives, limited edition products, tour merchandise, and more!

- Does my purchase count towards Hanteo, Gaon, and Billboard charts?

All album sales made on SubK Shop will count towards the Hanteo and Gaon charts. All eligible album sales are also reported to Billboard.


Please check with each chart for their respective rules and regulations for any exceptions.

- What is a SUBK SHOP EXCLUSIVE?

When you see that an item/collection is or includes a SUBK SHOP EXCLUSIVE, it means the respective item/collection is exclusive to SubK Shop and/or includes a special gift or offer with SubK Shop purchases only!


SUBK SHOP EXCLUSIVES are separate from any items that are included within the standard album/product/collection contents and/or any other offers. They are always official, approved by the respective artist management, valid only at SubK Shop, and are not available anywhere else.

- Who do I contact if I have questions?

For any questions, whether it’s order or product-related, please fill out our contact form at www.subkshop.com/contact-us or email our Customer Support department at  ask@subkshop.com.


If you are inquiring about an order you already placed, please make sure to include your order number so our team can look up your information!

For any questions about current SubK Shop giveaways, please email promo@subkshop.com.

Please do not DM @subkshop on social media for any order, product, or giveaway related inquiries.

- What are your Customer Support hours?

Our Customer Support hours are from Monday to Friday, 10:00AM ~ 5:00PM PT**.


** Excludes weekends and holidays.

Please do not DM @subkshop on social media for any order or product related inquiries.

- When can I expect to hear back regarding my inquiry email?

Inquiry emails are typically processed within 24~48 business hours**, which is an industry standard and may be subject to change based on operational circumstances such as volume, COVID-19 restrictions, etc.


Our Customer Support hours are from Monday to Friday, 10:00AM ~ 5:00PM PT**.

** Excludes weekends and holidays.

Please do not DM @subkshop on social media for any order or product related inquiries.

- Do you have 24/7 live chat representatives available?

No, we do not. All order and product related inquiries must be sent and processed through our Customer Support team via email at ask@subkshop.com.


Our Customer Support hours are from Monday to Friday, 10:00AM ~ 5:00PM PT**.

** Excludes weekends and holidays.

Please note that our social media DMs are not a 24/7 live chat feature!

▼ ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD Questions ▼


This FAQ will be updated as more information becomes available, so please check back periodically!

1) GENERAL

- Where can I purchase this collection?

ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD is available for purchase only at SubK Shop: www.subkshop.com/collections/ateez-x-subk-shop-exclusive-official-md-collection

- How do I order?

Pre-orders for ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD took place from Friday, April 23 2021, 5PM PDT ~ Friday, May 14, 2021, 11:59PM PDT.


General sales will take place from Tuesday, May 18, 2021, 10AM PDT ~ Until Sold Out.

The collection is available for purchase while supplies last on SubK Shop’s website: www.subkshop.com/collections/ateez-x-subk-shop-exclusive-official-md-collection

- When do pre-orders open and close?

Pre-orders opened on Friday, April 23, 2021 at 5PM PDT and closed on Friday, May 14, 2021 at 11:59PM PDT.

- When do general sales open and close?

General sales will take place from Tuesday, May 18, 2021, 10AM PDT ~ Until Sold Out.

- When will this collection be officially released?

As stated on all product pages, as of now, this collection is projected to officially be released late June, 2021**.


** Subject to change based on operational circumstances.

- What are the prices of the items?

Please see below for pricing:

ITEM PRICE (USD)
01. OFFICIAL LIGHT STICK $49.95
02. OFFICIAL LIGHTINY KEYRING $29.95
03. ‘8 MAKES 1 TEAM’ HOODIE $59.95
04. ID PHOTO SET $9.95
05. SMART TOK $19.95
06. MASK STRAP $14.95
07. < ZERO : FEVER PART.2 >
POSTER SET
$19.95
EACH
08. < ZERO : FEVER PART.2 >
BEHIND CUT PHOTOCARD SET
$19.95


** Import/customs duties, taxes, charges, shipping and handling costs are NOT included in the price of the item. Any additional import fees are the buyer's responsibility.

- What types of payment do you accept?

Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron.


↳ Prepaid gift cards from the companies listed above are also acceptable. As the terms of use, conditions, and refund policies are different than that of debit/credit cards, please familiarize yourself with them before using this payment method.

Express Checkout: Apple Pay, Google Pay, PayPal, Shop Pay

↳ PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, please visit www.paypal.com.

↳ Shop Pay: Shop Pay is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information so that they can complete their transaction faster the next time they checkout. For more info about Shop Pay, please visit https://shop.app/help/shop-pay.

↳ Shop Pay Installments: Buy now, pay later -- in 4 equal payments, interest-free, and with no additional or hidden costs for orders between $50 and $1000! Paying in installments with Shop Pay is powered and serviced by Affirm.

When you check out with Shop Pay for eligible orders, you have the option to pay in full at checkout, or to split your purchase into 4 equal installment payments. Installments are a flexible payment option that can help you invest in larger purchases up to $1000 by dividing your purchase amount into four equal, biweekly, and interest-free payments.


To pay in installments with Shop Pay in a participating store, you need to meet the following requirements:

- Reside in the United States
- Sign up for Shop Pay
- Add your debit or credit card to your Shop Pay account


The following limitations currently apply to paying in installments with Shop Pay:

- You can't pay for an order in installments if the order includes currency in any form, including virtual and digital currency, like gift cards.
- To qualify, orders need to be between $50 and $1000 USD, inclusive of shipping and taxes.
- If you change your phone number or email within Shop Pay, then you also need to update your information with Affirm before you can pay for another purchase in installments with Shop Pay.

For more info about and support for Shop Pay Installments, please visit https://shop.app/help/installments.

- Is there a purchase limit?

No, there is no purchase limit.

- Are these items official?

Yes, all items in the ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD collection are official, approved by KQ Entertainment, and valid only at SubK Shop.

- Will these items be sold anywhere else?

No, official sales for the ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD collection are only available on SubK Shop’s website.

- Is there a chance you’ll sell out of any MD item during the pre-order period?

All MD items (excluding 01. Official Light Stick and 02. Official Lightiny Keyring**) will be available for purchase throughout the entire pre-order period.

** Inventory for 01. Official Light Stick and 02. Official Lightiny Keyring may be limited and may sell out before the pre-order period is over.

- Is there a chance you’ll sell out of any MD item during the general sales period?

Yes, we have limited inventory for the general sales period, so items may sell out.

- Who do I contact if I have questions?

For any questions, whether it’s order or product-related, please fill out our contact form at www.subkshop.com/contact-us or email our Customer Support department at ask@subkshop.com.


If you are inquiring about an order you already placed, please make sure to include your order number so our team can look up your information!

For any questions about current SubK Shop giveaways, please email promo@subkshop.com.

Please do not DM @subkshop on social media for any order, product, or giveaway related inquiries.

2) SHIPPING

- Where are you shipping from?

SubK Shop ships out from CA, USA.

- Which countries do you ship to?

We ship to the U.S. and worldwide with the exception of a few countries!


For this particular collection, we ship to the following countries:

- Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Austria
- Bahamas, Barbados, Belgium, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Bulgaria
- Canada, Caribbean Netherlands, Cayman Islands, Chile, China, Colombia, Cook Islands, Costa Rica, Curaçao, Czechia
- Denmark, Dominica, Dominican Republic
- Ecuador, El Salvador
- Falkland Islands, Finland, France, French Guiana
- Germany, Greece, Grenada, Guatemala, Guyana
- Haiti, Honduras, Hong Kong SAR, Hungary
- Iceland, India, Indonesia, Ireland, Italy
- Jamaica
- Macao SAR, Malaysia, Martinique, Mexico, Montserrat
- Netherlands, New Zealand, Nicaragua, North Macedonia, Norway
- Panama, Paraguay, Peru, Philippines, Poland, Portugal
- Russia
- Singapore, Sint Maarten, Spain, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Suriname, Sweden, Switzerland
- Taiwan, Thailand, Trinidad & Tobago, Turkey, Turks & Caicos Islands
- U.S. Outlying Islands, United Arab Emirates, United Kingdom, Uruguay
- Venezuela, Vietnam

- Why don’t you ship to my country (e.g, Korea, Japan)?

Although we’d love to extend shipping to Korea and Japan for this collection, due to licensing issues and artist management decision, we won’t be able to offer shipping to these countries at this time.

- Why is shipping so expensive?

Shipping costs are auto-generated by your selected courier and varies across different couriers. The final cost is dependent on the total weight of your order, your shipping location, and the shipping method you select when checking out. Although the pricing is out of our hands, please be assured that our team is continuously seeking new solutions and best, cost-efficient shipping options for our customers!

- How much does shipping cost to ___?

Shipping costs are auto-generated by your selected courier and varies across different couriers. The final cost is dependent on the total weight of your order, your shipping location, and the shipping method you select when checking out. Although the pricing is out of our hands, please be assured that our team is continuously seeking new solutions and best, cost-efficient shipping options for our customers!

- When will the products be shipped?

As of now, pre-orders for this collection are tentatively projected to begin shipping late June.

** Shipping schedule is subject to change based on operational circumstances.

- Shipping Disclaimer (Domestic & International)

FOR INTERNATIONAL (NON-U.S.) CUSTOMERS:


International packages may be subject to import taxes, customs duties, tariff, VAT, fees, etc imposed by the destination country. These charges will typically be due before delivery is attempted. Such charges are not included in the product price or shipping and handling cost, and are the customer’s responsibility as SubK Shop is only charging the transportation fee for the order. There is no way for SubK Shop to verify or anticipate what duties will be levied by a country upon delivery as charges vary across the world, so it is the customer’s full responsibility to check with their local postal or customs office to determine if there will be additional costs.

Please note that international packages that exceed the max size/volume/weight may be split into separate packages and may be subject to additional customs/admin fees per package processed. Size/volume/weight standards are determined by and vary per destination, courier, and shipping speed selected by the customer.

FOR DOMESTIC (U.S.) AND INTERNATIONAL (NON-U.S.) CUSTOMERS:

SubK Shop will not be held liable or responsible for any additional charges that may apply, and will not be responsible for abandoned packages (packages that are not delivered because the customer hasn’t paid the customs/duties fees due), mis-delivery errors via carrier, incorrect shipping info, stolen packages, losses, product, or shipping refunds. The customer accepts full responsibility to file any claim(s) with their carrier for damaged and/or lost shipments. It is the customer’s responsibility to cover the shipping costs if/when the customer wishes to have a second delivery attempt after the product is returned to SubK Shop.

3) PRE-ORDER GIFT

- Is the Pre-Order Gift only given during the pre-order period, or will I still be able to receive it if I purchase after the pre-order period?

The Pre-Order Gift was only guaranteed for those who purchase during the pre-order period.


After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- If I order ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD during general sales, will I still receive the Pre-Order Gift?

The Pre-Order Gift (SUBK SHOP EXCLUSIVE ATEEZ POLAROID) was only guaranteed for those who purchased during the pre-order period.


For orders placed during the general sales period, the Pre-Order Gift will be given ONLY while supplies last.

There is a very limited quantity of the polaroids remaining for general orders, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so please be aware that not everyone who places an order during the general sales period will receive it.

- Why didn’t my order arrive with the Pre-Order Gift when I purchased my ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD during the general sales period?

The Pre-Order Gift (SUBK SHOP EXCLUSIVE ATEEZ POLAROID) was only guaranteed for those who purchased during the pre-order period.


The Pre-Order Gift was distributed based on availability and only while supplies last, so it was not guaranteed for everyone who placed an order during the general sales period.

If you did not receive the Pre-Order Gift for your order placed during the general sales period, that means our inventory for the Pre-Order Gift was exhausted and there was no more available for your order.

- If I purchased ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD during the pre-order period, can I change the version/type for an item after the pre-order period, and will I still receive the guaranteed Pre-Order Gift for that item?

If you placed an order for ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD during the pre-order period, you will not be able to change the version/type of any of the respective MD item(s) in your order after the pre-order period ends.


If you would still like to change the version/type for your pre-order item, please email Customer Support at ask@subkshop.com to have the order canceled and place a new order with your preferred version/type.

Please note that if you do decide to cancel your original order and place a new one after the pre-order period ends, you may lose the respective Pre-Order Gift associated with this collection.

- For the Pre-Order Gift, do you get one SUBK SHOP EXCLUSIVE ATEEZ POLAROID per order or per MD item you purchase?

You'll receive (1) random SUBK SHOP EXCLUSIVE ATEEZ POLAROID** for every item you purchase! For example, if you purchase 5 items, you will receive 5 random polaroids.


** After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- If I buy multiple of one item, will I still get one polaroid per item?

Yes, you will receive (1) random SUBK SHOP EXCLUSIVE ATEEZ POLAROID** for every item you purchase, even if it is multiples of the same item.


** After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- If I purchase 14 MD items, will I get one of each polaroid?

If you purchase 14 items, we'll try our best to include one of every SUBK SHOP EXCLUSIVE ATEEZ POLAROID**, but we cannot guarantee this as it would depend on availability and inventory.


** After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- If I purchase more than 1 item, will I get different members?

As always, we'll try our best to provide a variety, but we cannot guarantee this as it would depend on availability and inventory.


** After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- Are these real polaroids?

No, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will be printed polaroids.

- Can I choose which SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS I want?

No, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will be distributed randomly!


** After the pre-order period, the SUBK SHOP EXCLUSIVE ATEEZ POLAROIDS will only be given out while supplies last! There is a very limited quantity of the polaroids remaining, and they may no longer be offered well before the collection is sold out. This gift is not guaranteed outside of the pre-order period, so not everyone will receive it.

- Can I purchase the Pre-Order Gift separately without ordering anything from the ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD collection?

The Pre-Order Gift (SUBK SHOP EXCLUSIVE ATEEZ POLAROID) is only reserved for purchasers of the ATEEZ x SUBK SHOP EXCLUSIVE: OFFICIAL MD collection (guaranteed for pre-orders; only while supplies last for general sales), so we are not selling the polaroids separately.

4) SIZING

- What sizes is the hoodie available in?

As of now, we are offering the ‘8 Makes 1 Team’ Hoodie in Men’s S, M, L, and XL.

- Is there a size chart for the hoodie?

Please see below for sizing:


** This is intended to be a guide for reference only, and while we do our best to ensure all our sizing is consistent, you may find that there may be very slight variances due to different production lots. Due to the nature of the material and depending on how you launder your hoodie, it may shrink just a little when washed, so we may suggest sizing up if you are concerned about any type of shrinkage!

- What is the material of the hoodie, and are they true-to-size?

The ‘8 Makes 1 Team’ Hoodie is 80% ringspun cotton and 20% polyester and runs true-to-size.

5) EXCHANGES / RETURNS / REFUNDS

- What is your Returns & Exchanges Policy?

Please see our Returns & Exchanges Policy here.
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