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 refund policy?

ALL REFUND/EXCHANGE REQUESTS ON OPENED ALBUMS OR MERCHANDISE MUST BE ACCOMPANIED WITH AN UNBOXING VIDEO. If there is no unboxing video, we cannot offer a refund or exchange.

  • When receiving a shipped album, please start recording the video before you open your box and make sure all items are clearly shown as you take them out of the box.
  • Do NOT open the albums or merchandise if they are damaged, or you may not be eligible for a refund/exchange.
  • Decisions on refunds (full or partial) are solely at the discretion of Kloud K-Pop.Lightsticks, official photocards, and clearance items are all FINAL SALE.

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

Please see our full shipping policy here. 

 

What is Kloud's return policy?

Return requests can only be made on SEALED, UNOPENED ALBUMS within 7 days of delivery or in-store purchase, with a receipt. 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.

 

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. After 30 days, if we have not received a response, your order will be canceled and refunded.

 

When will my album be ready for pickup or shipping?

Pre-orders will have an estimated in-store arrival date listed in the item description. Generally, albums from our Korean vendors arrive at Kloud 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 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. 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 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 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.
    • If you have a pre-order album in your order along with in-stock items, we will wait to ship all of your items until they are all ready. 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.

 

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 special instrucations section at your cart 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. 

Shipping Methods

Please note the following are estimated delivery times and are not guaranteed!

Shipment Method Estimated Delivery Time
USPS Media Mail 2 to 8 business days
USPS Ground Advantage 2 to 5 business days
USPS Priority Mail 1 to 3 business days 

 

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.