BULK ORDERS & MY INCOMING PACKAGE FAQ

How do I find my tracking number (My Incoming Package & Bulk Orders only)?


After we ship your package, you will receive a confirmation email. 

This message will include your tracking number, linked to the carrier you chose:


 


You can also find your tracking number by checking the "My Packages" page of the website.








How long will it take for my package to reach me?

The availability of shipping options and delivery time depends upon your package's dimensions, weight, and the destination country.


  • DHL Priority: 2-4 business days
  • FedEx Priority: 2-4 business days
  • FedEx Express: 3-8 business days
  • Qxpress: 4-12 business days
  • Boxberry: 4-12 business days
  • K-Post: 5-15 business days


**NOTE**

We are not responsible for shipping delays caused by customs or the carrier. However, if you are experiencing issues, we will do our best to communicate with them. 

Our goal is to help you resolve any problems as quickly as possible.


What if I'm shipping high-value goods?

As a security measure, there will be a 1-week delay before any high-value packages can be released for shipment. This is to protect all of our customers and your valuable items.


If the customs value for any of your items is greater than $2,000, Korean Customs Department requires us to fill out special documents. There is no added cost for this, but shipping/transit times may be delayed until the forms are submitted and reviewed by customs.


Link to: How much does additional insurance cost?

Why is my shipment on hold?

There are many reasons why your package may be on hold. If this is the case, please first contact the carrier (DHL, FedEx, etc.). If you don't get the answers you need, feel free to contact us via a support and we will do our best to help!



Contact Links:




**NOTE**


  • You will receive a notification email once your product is shipped out from our warehouse. In this email we will provide you with your personal tracking number and the link to track your package. Please note that it may take a day or two for tracking log to update after your package or parcel leaves our warehouse.


  • If your tracking states "Delivered" but your package has not yet arrived, this means it has been delivered to your local post office. Please contact your post office with any questions or concerns.


  • During peak seasons, because of the high volume of packages and intensive work, the tracking log might not be updated in a timely manner, and the delivery can be delayed for 3 ~ 4 days.
Will I have to pay customs duties, taxes, or other charges?

We do not have control over the customs charges in your country.


Unfortunately, it's impossible for us to provide a definitive answer, but please reach out via Customer support if you have product/package specifics and are looking for answers/tips.

Does customs clearance cause shipping delays?

The customs process normally runs smoothly. However, if you experience a delay, please first try contacting the carrier.


Contact Links:


Shipping delays vary on a case-by-case basis. If we receive any information regarding your package's customs activity, we will be sure to notify you right away. Likewise, if you hear anything, or if you have any questions that you think we could help with, contact us via Customer support!

What does "clearance event" mean in my tracking information?

Don't worry - "clearance event" simply means that your package is being processed at customs. Unless you are contacted, your package will be on its way once it is fully processed.

 

 


My package shipped, but the tracking information hasn't updated. What's wrong?

A package's tracking information isn't always updated right away. 

Please allow up to 48 hours after your package ships. 


If you don't see an update after 2 business days, feel free to contact us

We'll be happy to look into it for you!

The tracking info says my package was delivered, but I never received it. What happens now?

If you shipped your package via K-Post, it is possible your package was delivered to your local post office. Please check with the post office to see if they have it.


Otherwise, please fill out this form to submit a claim to DELIVERED. Your claim may take a few days – or even weeks – to resolve, so your patience is greatly appreciated!



DISCLAIMERS:

The amount reimbursed depends on the designated carrier’s policy. You have the opportunity to purchase additional insurance; the exact costs vary based on the carrier. If your package was shipped with a Qxpress service, you must file a claim no later than 30 days after the ship date. Please note that insurance will be reimbursed in the form of DELIVERED Credit.

Do you provide COD (Collect on Delivery)?

Unfortunately, we do not provide a Collect on Delivery service. 

As much as we'd like to help our customers with everything, we have to protect our customers and ourselves from fraud or dishonesty.