FAQ
What is "In-Store Pickup"?
Instead of having your order shipped directly to you, you can choose to pick it up at our physical store at no extra cost! You can place an online order and choose "In-Store Pickup" at checkout. When your order is ready for pickup, you will receive an email notification from us!
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.
How long will you hold my pickup order?
We will hold onto your order at the store for 30 days from the date that your pickup notification email is sent. If you do not pick it up within 30 days and/or contact us, your order will be cancelled and refunded.
When will my album be ready for pickup/shipped?
Pre-orders have an estimated in-store arrival date listed in the item description. Generally, albums from our Korean vendors arrive at Kloud K-Pop 7-10 days after the album's release date.
Our staff will process pre-orders within 1-3 days of receiving albums. You will receive an email notification stating 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 your order is ready for pickup. Come to our physical store 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 with their order number to receive their order.
If your order contains pre-order items AND in-stock items, we will fulfill your order as the items come in. Please email us if you would like to wait until all items have arrived to pick up all items together. - US Shipping: Pre-order albums are expected to arrive at Kloud K-Pop 7-10 days after the album's release date, and we will ship them to you as soon as we have received and processed them.
If you have a pre-order album in your order along with in-stock items, we will wait until all the items of your order are ready and then ship everything together. Once your order is processed, you will receive a shipment confirmation by email with the tracking number. Please note tracking information is updated within 24-48 hours.
Shipment processing times can change for various reasons (i.e unexpected shipping delays from Korea, high influx of orders, many new albums releasing all at once, etc.). If there are any significant delays we will contact you through email or text.
If you have not received an email, please make sure to check your spam folder or contact us at support@kloudkpop.com.
Can I change my order from shipping to pickup/pickup to shipping?
Yes! Fill out our contact form here or email us at support@kloudkpop.com with your name and order number, along with your request to switch your order from in-store pick up to shipping, or from shipping to in-store pick up!
Change from In-store Pick Up to Shipping: Please include your shipping address along with the information above. We will then send an invoice to your email with the new shipping fee for your order. Once the shipping fee payment is received, we will proceed to process and pack your order to be shipped. Please note that your order may take 1-8 business days to arrive depending on your selected carrier service.
Change from Shipping to In-Store Pick Up: We will hold your order on our pick up shelf and send an email when your order is ready to be picked up. We will also refund your shipping fee to your original payment method. Please note that it may take 2-4 business days for the refund to be processed.
How can I track my shipping order?
Once your order status has been marked as fulfilled, you will receive a shipping confirmation email including your tracking number and estimated delivery details.
How long will it take for my order to ship?
Please note the following are estimated delivery times and are not guaranteed!
- USPS Media Mail: 2 to 8 business days
- USPS Ground Advantage: 2 to 5 business days
- USPS Priority Mail: 1 to 3 business days
What if 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.
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. 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 are Kloud K-Pop store freebies?
We make our own photocards featuring our favorite selfies and pictures of K-Pop idols!
Please include your bias in the special instructions section at your cart to specify which member you would like to receive for your store freebie! If you do not include a bias, your freebie 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.
Do you stock _______?
You can utilize the search engine on our website to find your specific album!
If we do not carry the item you are looking for, feel free to send us an email or fill out the suggestions box on our website!
My album is damaged/missing inclusions! What can I do?
Unfortunately, Kloud is not responsible for any damages or manufacturing errors that may happen inside the album (eg. missing photocards or other inclusions) and are not able to issue refunds for these reasons.
Please refer to our refund policy for more information.