FAQ - Please Read
FREQUENTLY ASKED QUESTIONS
1. When will my order arrive?
Please refer to the chart below:
|United States||12-20 Business days|
|East Asia||12-20 Business days|
|Australia/New Zealand||12-24 Business days|
|Europe/Canada||12-24 Business days|
|South Asia||14-28 Business days|
|Mexico/Central America||14-28 Business days|
Most orders usually arrive in 12-20 Business days (M-F, not including holidays). Orders will usually arrive sooner than that, but exact delivery dates are not guaranteed. Processing time is not included in estimated delivery time.
2. Why are delivery dates not guaranteed?
All orders are not shipped directly from Totally Kpop, but by outside shipping companies. If you want to receive an item before a specific date, please plan your order at least 6 - 8 weeks before so you will receive it early.
3. When will I receive my tracking number?
The tracking number is sent after the order is processed. Processing time can take 2-5 Business days. You will be notified by email once your tracking number is received.
4. My tracking says "Pending." What does this mean?
This means that we are awaiting tracking information from the carrier. Your order has been shipped, but is processing through the system and can take 5 - 10 days to show up in the system.
5. How can I return an item?
You can return an item to the address it was sent from, but will be responsible for shipping costs. Sale items are non-refundable. Please see our refund policy for more information.
6. I want to cancel my order. How can I do this?
It is very important to contact us as soon as the order is placed to request cancellation. Include the First and Last Name and Order Number. Unfortunately, once the order is placed, cancellation is not guaranteed because the order is already in the process of being fulfilled within the same day. Once the order is processed, it cannot be cancelled.
7. My order is wrong. How can I get the correct item(s)?
If you receive incorrect item(s), please send us an email with the following information:
- First and Last Name
- Order Number
- Picture(s) of incorrect item
You will have the option of a refund or replacement. Replacements will be mailed as soon as possible. Refunds will be issued within 3 - 5 Business days.
8. Is this a trusted site?
Yes! Our site is 100% Trusted. See our Customer Reviews for more information.
9. Where do you ship from?
We ship from Asia. We work with different shipping companies to provide the best prices possible. If you order multiple items, different tracking numbers will be provided and can come in at different times.
10. I ordered a package [x number of days] ago, and it still hasn't arrived. Where is my order?
Factors such as delayed logistics and customs clearings may have an impact on delivery time. If your order does not arrive 60 business days since it shipped, please contact us.
Here is more information about "in transit" orders:
Item has shipped from originating country and is en route to its destination.
- Your package has been handed over to the carrier.
- Your package has been dispatched or departed from its country of origin.
- Your package has arrived its destination country and pending customs inspection.
- Your package has arrived its destination country and during domestic transportation.
- Your package is under another transportation period. For instance, it's in another country as a transit point and will be forwarded from there to its final destination country.
Please pay attention to detailed tracking information, if your item has arrived its destination country, we'd advise you to track it again within 1-2 days and observe the latest updates to ensure a smooth receipt of the package.
11. My order hasn't moved in the tracking and shows it's still overseas. Why is this?
Sometimes it takes a few days for the tracking number to update in the system. If you have already received a tracking number, your order has shipped. This should not affect the original delivery time, and your order should still arrive on time.
12. It has been over 60 days since I ordered, and I still haven't received my item?
In the unlikely event that your item is lost in transit, please contact firstname.lastname@example.org for a refund or replacement. This is not typical, but unfortunately, it is always a possibility.
13. Are items official?
All official items will be marked clearly with "official" in the title. It is important to read the product description.