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!

- Will my album purchase count towards the Gaon and Hanteo charts?

SubK Shop is fully registered to report album sales to count towards the Gaon and Hanteo charts. For the Gaon chart, sales will count for the first day and first week of release. For the Hanteo chart, sales will count once orders are shipped.

As with any other U.S-based store, we cannot guarantee that all purchases of an album will be shipped out within the first day or first week of a release because this depends on how quickly our shipment arrives at our warehouse in the U.S. from our distributors in Korea. Albums are typically shipped to us on release day (sometimes later) and will typically take 2~3 business days to arrive (as long as there are no unexpected delays). While our fulfillment team tries their best to process orders quickly and efficiently after we receive shipment, every single order is hand-packed by our team members, so order volume may also impact shipment as well.

- Will my album purchase count towards the Billboard charts?

As mentioned on our website, Billboard has very specific rules about how an album sale can count towards their charts.

SubK Shop is fully registered to report any eligible sales to count towards the Billboard charts. However, the following are some of the main criteria that need to be met in order for an album to be eligible, according to Billboard's current rules:

- Album must be registered for charting in the US
- Album must be purchased in quantities of 4 or less per order
- Album must ship to a US address
- Album cannot have any loose items

If one or more of the above criteria is not met, the album will not be eligible to count towards the Billboard charts, regardless of the seller's status with reporting or shipping.

Please contact Billboard, Soundscan, MRC Data, or Nielsen directly for further clarification on the official rules, policies, limitations, and restrictions as they may be subject to change without our knowledge at any time, and they are overall best-equipped to answer any inquiries you may have!

- 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!

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