Due to inclement weather and storm warnings, we may be experiencing delays in processing and shipping orders. We kindly ask for your patience while we work on your orders as we may be delayed an extra 1-3 days. Thank you!



FAQ

If there are any albums you would like to see for our next pre-order or in-stock, please let us know by contacting us here with your requests! We want to grow as a space for our local K-Pop community and learn how to best serve you all. 

We hope to continue to grow our business and our community to a point where we will be able to open our permanent physical store. We hope you can continue to support us!

GENERAL FAQ

What is Kloud's return/refund/cancellation policy?

Return requests must be made within 7 days of delivery or 7 days of in-store purchase and must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase. If 7 days have gone by without notice from you as our customer, we cannot offer you a refund.

You may only cancel your order if the order status has not already been marked as "Fulfilled". Contact us here with your request and we will get back to you shortly.

We are not responsible for damages or manufacturing errors that may happen inside the album (eg. missing photocards or other inclusions).

Please see our full policy here

What is in-store pickup?

If you live locally, you can place an online order and choose "In-store Pickup" at checkout. When your order is ready, you will receive an email from us notifying that it is ready for pickup. Come in to our store during store hours and skip the line! Head straight to the register, give the staff your order number, and you're all set. We will hold onto your order at the store for 30 days. If you do not pick it up within 30 days and/or contact us, we will cancel and refund your order.

How long will you hold my pickup order?

We will hold your order for 30 days from the date that your pickup notification email is sent. During that time, we may send follow up reminder emails. After 30 days, if we have not received a response, your order will be canceled and refunded.

When will my pre-ordered album be ready for pickup or shipping?

Pre-orders will have an estimated in-store arrival date listed in the item description. Generally, albums are expected to arrive at Kloud 7-10 days after the album's release date, as they are coming to us from our overseas Korean vendors. Our staff will process pre-orders within 1-2 days of receiving albums, at which point you will receive a notification that your order is ready for pickup or has been sent to USPS for shipping.

  • For in-store pickup: You will receive an email from us confirming that your order is ready for pickup and you may come to our physical location during store hours (please make sure you check our home page or our instagram for all updated store hours). Pickups may head straight to the register to receive their order. If your order contains pre-order items AND in-stock items, we will notify you that your order is ready once all pre-order items in your cart have arrived.
  • US Shipping: Pre-order albums are expected to arrive at Kloud 7-10 days after the album's release dates, and we will ship them to you as soon as we have received and processed them. You will receive an email when your order has been shipped. Please note that if you have a pre-order album in your order along with in-stock items, we will ship all of your items out once the pre-ordered item(s) in your cart have arrived. 

If you have not received an email, please make sure to check your spam folder or contact us at support@kloudkpop.com.

FOR POSTERS

  • In-store pickup: If a poster for the album is available, you may receive a poster for free while supplies last. If you would like to guarantee receipt of a poster, you may choose the $5 poster option.
  • US Shipping: If you choose the additional poster option, the poster will be shipped separately from the album. Poster will be unfolded and rolled into its own poster tube with a separate shipping label and may arrive separately from the album.

What are Kloud store freebies?

We make our own photocards featuring our favorite selfies and pics of idol members! 

Please include your bias in the notes section to specify which member you would like to receive for your store extras! If you do not include a bias, your extra will be randomized.

As these are unofficial photocard freebies that are made and offered by us, please understand if we do not have your bias.

Will my purchase count towards Hanteo or Gaon charts?

Our suppliers are part of the Hanteo family, so your order will be counted towards both the Hanteo and Gaon charts.

If you have any questions, please feel free to contact us at support@kloudkpop.com.

SHIPPING POLICY (USPS)

For our full shipping policy (including refunds, returns, and exchanges), please visit this link

How can I track my order?

Once your order status has been marked as fulfilled, you will receive a shipping confirmation email that will include your tracking number and estimated delivery details.

I didn't receive my shipping confirmation email!

If your order has been fulfilled and you have not received shipping confirmation, double-check your spam folder (and mark KLOUD K-Pop as "Not Spam" to make sure your receive our emails). If it is still not there within a few hours, please contact us here and we will review your order. 

I ordered a poster but it didn't arrive with the rest of my order!

Our posters are shipped in a separate tube so that you can receive it "unfolded". These shipping tubes may arrive on a different date than the rest of your order and will have their own tracked shipping.

My order says it's been delivered but I still haven't received it! What can I do?

Kloud K-Pop is not liable for any packages that have been marked delivered and scanned by your selected delivery service. Please review the shipping confirmation email you received once your order has been processed and fulfilled to make sure your shipping address is accurate.

If the tracking number indicates your package has been delivered, please check your surroundings and inquire with neighbors as there could be a possibility that your order was delivered to an address nearby.

Please note that some delivery services may retain the package at the closest post office if the package is undeliverable due to certain circumstances. Please contact your local post office or courier to see if your package was held. If there are further issues, please file a claim with your selected carrier services.

What is the return/refund policy?

If you are concerned about the possibility of damaged albums as a result of shipping, please make sure you film an unedited and uncut video of you unboxing your package from Kloud and taking the items out.

We are not responsible for damages or manufacturing errors that may happen inside the album after you have opened the album (eg. missing photocards or other inclusions).

Please see our full shipping policy here