- Include FAQs Answer #4
Please send us an unboxing video of the package that you received from beginning to end - from the moment you open the box and unwrap each item, to the point where you are able to point out the missing item(s) (album inclusions, pre-order benefits and/or exclusive items that should have been received) and/or the manufacturers' defect of the album/product.
If the item is physically damaged, DO NOT remove it from the plastic and please email us right away for an exchange or refund for the damaged item. You will be sent a return label for the damaged item, and the item must be returned before we are able to replace it with a new one or refund you for the item, whichever you choose.
Unfortunately, we will not be able to replace/exchange items without the unboxing video.
Please email the video to ASK@subkshop.com including your name & order number and they will help you to resolve the problem.