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

Once a product is released in Korea, it takes about 3–4 business days for it to arrive at our U.S. warehouse (excluding any unexpected delays). Upon arrival, order processing will begin. Detailed shipping updates can be found on our social media and/or website.

Orders are typically processed within 2–3 business days if all items in the order are in stock. For high-volume orders, processing can take between 5–8 business days or more. Shipping speed applies after order processing.

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.

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 if all items in the order are in stock. For high-volume orders, processing can take between 5–8 business days or more. Shipping speed applies after order processing.

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

No, if your order includes pre-order or back-order items, shipping will occur once all items in the order are available. Please place separate orders if you want in-stock items shipped sooner than pre-order or back-order items.

Where is my confirmation email?

Your confirmation email will be sent to the email address used to place the order. If it doesn’t appear in your inbox after 2–3 business days, your bank may still be processing your transaction. If you don’t receive a confirmation email after 3 business days, please email Customer Support at ask@subkshop.com for assistance.

** 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?

If you don’t immediately receive your confirmation email after purchase, the transaction may still be pending with your bank. Processing can typically take up to 2–3 business days. Once the transaction is processed, a confirmation email will be sent to the email address used to place the order. If you don’t receive a confirmation email after 3 business days, please email Customer Support at ask@subkshop.com for assistance.

** Excludes weekends and holidays.

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

Please email Customer Support at ask@subkshop.com for any changes or adjustments to your order. We can change versions (if in stock), members (if in stock), names, email addresses, phone numbers, and shipping addresses, but we cannot include/remove/separate items, nor change billing addresses. 

For such changes, please request to cancel your order and place a new one with the correct information and items.

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

No, you cannot change the version/type for your pre-order item after the pre-order period ends. To change the version/type before the period ends, please email Customer Support at ask@subkshop.com to cancel the order and place a new one with your preferred version/type. 

Note that you may lose the respective Pre-Order and/or First Press Only Item(s) associated with the pre-order product if you cancel and re-order after the pre-order period ends.

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.

How do I cancel my order?

To cancel an order that has not been fulfilled or shipped, email ask@subkshop.com with your First and Last Name, Order Number, and Reason for Cancellation.

How do I track my order for updates?

Once your order is shipped, you will receive a shipping notification via email with a tracking number to track your package.

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

Unfolded posters are shipped separately in poster tubes after albums have shipped unless they are folded inside. 

Depending on the volume of orders, it may take 2–3 business days after album shipment to process posters. If you received one, but not the other, please allow 5–7 business days for delivery. 

If your poster or album does not arrive after this timeline, email Customer Support at ask@subkshop.com for assistance.

** 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?

Please email ask@subkshop.com within 7 days of delivery with your First and Last Name, Order Number, Explanation of Issue, Unboxing Video, and Preference of Resolution (refund, exchange, or replacement of missing item(s)). 

An Unboxing Video is required for any claims. A proper Unboxing Video must record the package and contents from beginning to end, unedited, pointing out any issues. We cannot assist without an Unboxing Video.

** An Unboxing Video is standard protocol for any claims or 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.

When will you restock ___?

Albums (non-limited versions) are restocked often.

Merchandise (non-limited versions) is occasionally restocked. 

Seasons Greetings are typically not restocked at all. Sometimes, we come across extra inventory or cancellations. 

To stay updated on out-of-stock items, sign up for restock notifications on the product page to receive email alerts if/when the item is back in stock.

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. 

However, we may come across extra inventory or cancellations. 

To stay updated, sign up for restock notifications on the product page to receive email alerts if/when the item is back in stock.

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

Currently, posters cannot be purchased separately from the album.

Can I buy a poster of a past album?

No, we currently do not sell posters separately.

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.

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 from debit/credit cards, please familiarize yourself with them before using this payment method.

Express Checkout: Apple Pay, Google Pay, Shop Pay

PayPal: Due to technical issues, PayPal payments are currently unavailable. Rest assured, we are actively working on resolving this, and will update once it is back up and running.

↳ 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 by default.

If you would like to view the prices in a different currency, you may do so by clicking a new currency option on the top right side of our website.

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

If your card was declined at checkout, but you were still charged, the transaction may be “pending” or “on hold” with your bank due to the payment attempt.

Please wait at least 2 business days** for the pending status to clear and for your bank to release the funds back to your account.

If the charge remains, email Customer Support at ask@subkshop.com for assistance.

** Excludes weekends and holidays.

Where does SubK Shop ship from?

SubK Shop ships out from California, USA.

Do you ship internationally?

Yes, we ship to the U.S. and worldwide with the exception of a few countries. Please see below in the next Q&A for a list of countries we ship to.

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 실배송 시 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!

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 due to government restrictions and/or laws, licensing limitations, shipping/courier issues, etc. 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 vary 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!

Please note that we won’t be able to make any changes once a package has shipped, so if it gets sent back to us due to an error in the shipping address, the customer will be responsible for any shipping costs incurred for the return and/or reshipment.

Why is my tracking info not updating?

Sometimes, due to shipping couriers being extremely busy with a high volume of packages to ship, they do not scan the packages properly, which can prevent tracking info from being updated.Some customers (especially Media Mail customers) receive their package after 3-4 weeks without receiving a single update.For this reason, we recommend you wait about 5-10 business days after the estimated delivery date before contacting the courier to report or file a 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.

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

If you know for a fact that 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 tracking shows that your package was “delivered”, but you have yet to receive anything and you are unsure whether your package is lost or stolen, we recommend you wait about 4-7 business days after the estimated delivery date before contacting the courier. There have been many instances where couriers will pre-scan the package as being delivered, but due to delays on their end, they actually end up getting delivered days later.

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.

How can I place a pick-up order?

Customers can place pick-up orders on our website at www.subkshop.com. Please be sure to select "Pick up" when you are selecting your delivery option.

How long would it take for my pick-up order to be ready?

For in-stock items, your pick-up order will typically be ready to process within 24-48 hours. Pre-order items will be ready to process upon shipment arrival. However, please make sure to wait for the email that will let you know when your order is ready for pickup before making the trip to our location.

When and where can I pick up my order?

Once your pick-up order is ready, we will send you an email notification. Our location’s specific address in Garden Grove, CA (USA) will be included in this email along with other pick-up instructions. Pick-up dates and times are:

• Mondays, Wednesdays, and Thursdays
• 1:00PM - 4:00PM

Please follow the posted dates and times above for order pickups as our scheduled team members are only available to assist on these days. We will not be able to process any pick-up orders on days/times other than what’s listed above, so even if you show up, we will have no choice but to ask you to return on an official pick-up day.

What days are you open?

We are open for pickup every Monday, Wednesday, and Thursday from 1:00 PM to 4:00 PM (excluding any posted holidays). 

Pickup dates and times are subject to change at any time. Please follow our socials for any updates or changes at @subkshop

Can I pick up an order for someone else? 

You may pick up an order for someone else as long as their email pick-up order confirmation has been forwarded to you (no screenshots or pictures). 

Is there a deadline for order pickups?

If your order is not picked up within 2 weeks of receiving the notification that your order is ready, it will be automatically canceled.

Why did my pick-up order get canceled?

Due to high order volumes, all orders that are ready must be picked up within 2 weeks as stated above. This helps our fulfillment team optimize space and maintain accurate inventory management for processing new and incoming orders. If an order is not picked up within the 2-week time frame and the customer does not contact us, we will have no choice but to cancel the order.

Can I choose my own album versions?

To keep it fair for all customers, our warehouse team will pick the album versions as we have always done before. If you buy multiple quantities of the same item, we will try to pick different versions in the order.

Can I choose my own POBs (Pre-Order Benefits)?

To keep it fair for all customers, we allow customers to blindly choose their POBs face down.

I placed my order for shipping instead of pick-up. Can I change it to pick-up?

Unfortunately, once the shipment type has been selected, it cannot be changed. Please double check your shipment type before confirming your purchase.

How does the Lucky Draw Machine Work?

The lucky draw machine is only for our order pick-up customers. 

Each customer will have a chance to use the lucky draw machine once per pick-up order they have available that day. 

We do not accept multiple attempts to receive the photocard you would like. 

If you are displeased with your photocard, you can always trade with our trading card wall.

Is Lucky Draw available to anyone?

Unfortunately, our lucky draw machine is only available to customers who place in-store pick-up orders.

Can I pay to play the Lucky Draw Machine?

At this time, we do not offer a pay-to-play option for the lucky draw machine. To participate, please have your pick-up order confirmation email ready when you arrive.

How long can I stay and look around?

Please be mindful of other order pickup customers. 

We encourage fans to stay no longer than 5 minutes per customer, as this can delay other work or assistance to other customers.

Can I donate any photocards to the trading wall?

Yes! We appreciate donations to our trading card wall. Depending on our inventory and stock, we will try to give back to those who donate with a small goodie bag. This is subject to change at any moment.

What kind of pickup perks are available?

As a thank you, we are handing out freebies to those who choose the “Pick up” option at checkout. Freebies include exclusive photocards, signed albums & posters, official goods, and many more surprises. Also, try your luck with a free spin on our Lucky Draw Machine.

Please note that these pickup perks will only be available for a limited time on a first-come-first-served basis.

What is your Returns & Exchanges Policy?

Please see our Return & Exchange Policy here.

How long does it take for refunds to process?

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

Please see our Return & Exchange Policy here.

** Excludes weekends and holidays.

What does SubK Shop sell?

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

Does my purchase count towards Hanteo, Circle, and Billboard charts?

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

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

What is a SUBK SHOP EXCLUSIVE?

When you see that an item/collection 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 (unless otherwise stated).

Can I request my bias for any applicable products/benefits/SUBK SHOP EXCLUSIVE?

In order to keep things consistent for all purchasers, we are unable to accommodate any requests for applicable products/benefits/SUBK SHOP EXCLUSIVES. These are typically distributed randomly (unless stated otherwise on the product page) and would also depend on the available inventory at the time your order is being fulfilled.

Generally, if your order quantity of an item that includes a benefit matches the number of options for its respective benefit (e.g, there are 5 available photocards and you order 5 albums), we try our best to provide a variety for you, but again, this is not guaranteed as it is dependent on inventory.

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/pages/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.

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!