FAQs

 

How long will it take to process and ship my order (Pre-order / In-stock Items)?

For pre-order items, once a product is released in Korea, it takes approximately 3–5 business days for it to arrive at our U.S. store. Processing begins once the item arrives.
     
Order processing:
  • Typically 2–3 business days for in-stock items.
  • For high-volume orders, processing may take 5–8 business days or longer.

 

If I purchase pre-order items and in-stock items in the same order, will my in-stock items ship first?

No. If your order includes pre-order or back-order items, all items will ship together once the pre-order or back-order items are available. To receive in-stock items sooner, place a separate order for them.

 

Where is my confirmation email?

Confirmation emails are sent to the email address used during checkout. If it doesn’t appear in your inbox:

  1. Allow 2–3 business days as your bank may still be processing your transaction.
  2. Check your spam/junk folder.

If you haven’t received it after 3 business days, contact Customer Support at info@heykpopshop.com for assistance.

 

How do I cancel my order?

To cancel an unfulfilled order, email info@heykpopshop.com with:
  • Your First and Last Name
  • Order Number
  • Reason for Cancellation
Please refer to our Return & Exchange Policy page for more info.

 

What should I do if my items are damaged, defective, or missing?

Email info@heykpopshop.com within 7 days of delivery with:

  • Your First and Last Name

  • Order Number

  • Explanation of Issue

  • Unboxing Video (required)

  • Preferred Resolution (refund, exchange, or replacement)

 Unboxing Video Requirements:

  • Film from start to finish unedited.

  • Show the unopened package and clearly document the issue (damaged, defective, incorrect, or missing items).
    Claims cannot be processed without a proper unboxing video. Please refer to our Return & Exchange Policy page for more info.
     

     

    How do I track my order for updates?

    Once your order has shipped, a tracking number will be sent via email. Use this number to track your package.