- ORDER PROCESSING, SHIPPING, EXCHANGE/RETURN INFO
ORDER PROCESSING & SHIPPING TIMELINE:
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.
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.
Please remember to film an unboxing video, check the product condition immediately upon receipt, and contact our customer service department at firstname.lastname@example.org for damaged, defective, incorrect, or missing items. (See RETURN / EXCHANGE / CANCELLATION POLICY below.)
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.
USA TO KOREA SHIPPING:
[한국 배송문의] 한국배송의 경우, 웹사이트를 통해 가장 저렴한 UPS 해외배송을 선택하셔서 결제하시면 됩니다. 배송 주소는 꼭 한글로 작성 부탁드리며, 결제하신 UPS 해외배송비에서 실배송시 사용될 택배비용을 제외한 차액은 배송시 환불해 드리도록 하겠습니다. 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 발생 할 수 있으며 해당 부분은 구매자 책임을 알려드립니다. 온라인 배송은 미국 로스엔젤레스에서 진행되며 미국>한국 택배배송 관련 문의는 email@example.com로 주시면 한국어 가능한 담당자께서 안내 드리겠습니다.
[Shipping to Korea] Regarding shipping to Korea, please choose the cheapest UPS international shipping option to complete your purchase and make sure that the shipping address is written in Korean. The amount difference between the UPS 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 firstname.lastname@example.org and a team member will be able to assist you further in Korean.
FOR INTERNATIONAL (NON-U.S.) CUSTOMERS:
Import/customs duties, taxes, and charges are NOT included in the price of the item or shipping costs. Any additional import fees are the buyer's responsibility.
ORDERS THAT INCLUDE PRE-ORDER ITEMS:
If you place an order that includes one or more items that are in pre-order or back-order, shipping will occur once ALL items within that order are available to ship together, so please place separate orders if you would like in-stock items shipped sooner than any pre-order or back-order items.
CHANGES TO EXISTING ORDERS:
If you would like to make any changes to an existing order that has not been fulfilled/shipped (shipping address, contact info, version, quantity, add/delete items, etc.), please email ask@subkshop with your First and Last Name, Order Number, and Details of Edit Request.
For orders that are placed separately, even if they are under the same customer info, they will be shipped separately. If you would like multiple orders to ship together, you will need to email email@example.com and make a request to combine them.
RETURN / EXCHANGE / CANCELLATION POLICY:
** RETURNS / EXCHANGES **
If you receive a damaged, defective, incorrect, or missing item, please email firstname.lastname@example.org with the following info within 14 days of the original shipment date: First and Last Name, Order Number, Explanation of Issue, and Unboxing Video. Our team will review the details and send you a return label for the item being returned/exchanged. Upon receiving the returned item, our team will review and issue a full refund, store credit, or ship out a replacement, whichever solution fits the reason for return/exchange. For missing items, instead of a return, we will review the email with the unboxing video and issue a full refund (if item is out-of-stock) or send a new shipment out as soon as possible.
For the Unboxing Video, please film 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 can point out the missing items (album inclusions or extra items that should have been received), the damaged and/or defective part of the item. Unfortunately, we will not be able to replace/exchange items without an unboxing video.
If you are making a return because you changed your mind or no longer need/want the item, you may do so within 14 days of the original shipment date, as long as the returned item is in its original condition and packaging. Upon receiving the returned item, our team will review and issue a full refund (minus shipping fees). Refunds will be charged back to the original form of payment used at the time of purchase. The customer is responsible for shipping charges when making returns due to personal reasons, so a return label will not be issued in this case. Please email email@example.com before shipping the returned item to let us know that you will be making a return so that our team can keep an eye out for the package.
** CANCELLATIONS **
You may cancel an order that has not been fulfilled/shipped by emailing firstname.lastname@example.org with the request. Please include your First and Last Name as well as your Order Number in the email.