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 circ*mstances. 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 circ*mstances, 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 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 circ*mstances. 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 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 circ*mstances 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?
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.
