Frequently Asked Questions

Questions

Account Management

How do I change my password?

I forgot my password.

How do I change my shipping address?

How do I unsubscribe or subscribe to emails?

Orders

What currency do you use?

How do I pay for my purchases?

Do you accept debit cards?

Do you accept gift or cash cards?

How do I pay by check?

Does KpopHeaven ship internationally?

Who pays for the import fees for international shipments?

Why doesn't free shipping apply for my order?

Does KpopHeaven charge sales tax?

Does my order count on Korean music charts?

My credit card was decline, but it looks like I was still charged?

I received extra items in my shipping email, was I charged for them?

Shipping

How long will it take to get my order?

How do I track the progress of my order?

Do you ship posters in tubes?

Do you ship posters and albums seperately?

I can't select my country from the address list, why?

The tracking information leads me to an error page. Help?

It's been several days since the last tracking update, is my package lost?

Why hasn't my order shipped yet?

Returns

Answers

How do I change my password?

Use the "Change Password" link in the "My Account" section.

I forgot my password.

Go to our "Forgot Password" page to reset it.

How do I change my shipping address?

You can edit your shipping address anytime via the "Shipping Address" page in the "My Account" section. To change a shipping address of an order in process, please open a support ticket.

How do I unsubscribe or subscribe to emails?

If you would like to change your email preferences, simply go to "My Account" and click on "Email Preferences", where you can then see and change your email preferences.

What currency do you use?

We are based in the US. All our prices are in US dollars.

How do I pay for my purchases?

Currently we have three method of payments. You can use your credit or debit card, you can pay via checks, or you can use your store credit. We do not store any credit card information on our servers.

Do you accept debit cards?

Yes we do, provided that your debit card has a Visa or Mastercard logo on it. To use your debit card, simply use our credit card check out page as they will be treated the same as a credit card.

Do you accept gift or cash cards?

So long as the gift or cash card has a Visa or Mastercard logo on it, we do. Please note that there are many restrictions with these types of cards. If you are trying to use these cards from outside of the United States, they may not work as they are usually restricted from being used for online, international purchases. Should you have problems with using these cards, please open a support ticket.

How do I pay by check?

Please see how we handle check orders in our pay by check guide.

Does KpopHeaven ship internationally?

Yes, to about 50 countries.

Who pays for the import fees for international shipments?

The payment of import fees is the responsibility of the importer (you) and is levied based on the laws of the country into which the products are being shipped.

Why doesn't free shipping apply for my order?

Unless otherwise stated, our Free Shipping promotion only applies to domestic United States shipping.

Does KpopHeaven charge sales tax?

We have an office in New York and a warehouse in Connecticut. By law we have to charge sales tax if orders are going to be shipped to these two states.

My credit card was decline, but it looks like I was still charged?

This sometimes happen when you enter in the wrong Billing Address or Security Code and you used a debit card. What happens is, the bank will put your order amount on hold and then check if your Billing Address and Security Code is correct. If something is incorrect, the transaction is declined, but the hold still stays in place. This hold might appear as a pending transaction in your online checking statement, but no money has been removed from your account. The hold usually goes away in about two business days.

I received extra items in my shipping email, was I charged for them?

We usually give out more than 1 FREE sample if you order a lot from us. You were not charged for them.

Does my order count on Korean music charts?

All merchandise sold on KpopHeaven are official goods from Korea unless otherwise stated. Albums sold on KpopHeaven will count towards the various Korean music charts including Hanteo.

How long will it take to get my order?

Express shipments within the US can expect their orders to arrive within 2-4 business days. Standard shipments in the US will take 3-7 business days on average. We provide an expected delivery time with each order during the checkout process.

How do I track the progress of my order?

Almost all items will ship with a tracking number which you can use to lookup tracking information. This information is provided in your "Order History" of the "My Account" section.

Do you ship posters in tubes?

All posters are shipped using hard tubes.

Do you ship posters and albums seperately?

Yes, if posters and albums are ordered together, we do ship them seperately.

I can't select my country from the address list, why?

We currently ship to about 60 different countries. If your country is not on the list, most likely we will be adding it soon.

The tracking information leads me to an error page. Help?

If you just received a shipping confirmation email, please wait until midnight of the next day of the email for the first tracking update.

It's been several days since the last tracking update, is my package lost?

It's almost impossible for your package to be lost because every package is sent with tracking information. Sometimes, the delivery company may be slow with updates or won't have any updates until the date of delivery. That's just how they are, but you'll get your package usually in seven business days or less from the shipment date. Open a support ticket if it's been more than seven days.

Why hasn't my order shipped yet?

We generally always ship within two business days of your order. However, if you purchased a pre-order item, we won't ship it until its release date. Items that are out of stock will take up to an extra three weeks to ship. All our items have a stock status to help you determine shipping times.


All purchases made on KpopHeaven will count towards the K-Chart and the Hanteo Chart

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