FAQ

How can I know the condition of the photocards?
Are those albums and merchandises are sealed?
Is the product include pre-order benefit?
Do you restock your items?
How to order?
When will I receive my order?
How can I pay?
I can’t upload the payment receipt proof, what can I do?
What are your shipping cost & times?
Does the shipping cost include taxes?
Will my order be trackable?
Can I cancel my order?
Can I change my address?
Why didn’t you ship out my package? When are you going to ship it?
I didn’t receive my order, what happen?
Can I return or exchange?
Why I didn’t receive freebie or gift?
Need Help?

1.How can I know the condition of the photocards?

  • Usually photocards are new pulled from albums.
  • We put them into sleeve immediately everytime we pulled out.
  • Photocards from old album (like 1-2+ years ago) may be new pulled or from reseller.
  • The photo cards are very delicate items due to their nature, texture and original packaging. It’s common that photocards having minor scratches and dents. It may have small scratches or dents that are only visible at certain angles which is inevitable. Sometime those scratches cause by the way they put and keep in an album with a bad packaging. (Don’t purchase if you can’t accept)
  • Therefore we always double check all the photo cards very carefully so most of our goods do not have any notable defects. If the whole batch of goods with any evident defects that is a common problem made by manufacturer, we will state the problem in the product description.
  • So please note that slight scratches and discolorations from its production are not a defect of the product, no reason for return of goods.

2.Are those albums and merchandises are sealed?

  • Please noted that our products maybe brand new, resell, sealed, or unsealed.
  • For album, it will be always sealed unless it stated as unsealed or member sorting.
  • Usually preorder products sell during same period as official manufacturers, it must be brand new and sealed. Please note that we might unbox your product for better packaging and protect the photocards if we consider the original packaging is harmful to the good. (For example, some merchandises may pack the photocards with a keyring, etc, usually the merchandises other than the photocards may cause damage to the photocards like serious dent.)
  • The content or schedule of event may be changed due to organizational circumstances

3.Is the product include pre-order benefit?

  • All product DO NOT include pre order benefit even it is in pre order period, unless the product’s description stated the pre order benefit is included.
  • The content or schedule of event may be changed due to organizational circumstances

4.Do you restock your items?

  • We restock most of our items per week (or a couple of weeks). If you have any item you are interested in, please contact and let us know. We will do our best to have it in stock again.

5.How to order?

  • Order is processed as below:
  • Step 1: Search for products.
  • Step 2: Add products to your shopping cart.
  • Step 3: Log in with a member ID.
  • Step 4: Fill in the order form.
  • Step 5: Proceed with payment.
  • Step 6: Complete the order and you will see the order number.

6.When will I receive my order?

  • When the status of order change to “completed”. It means your order is shipped.
  • We will let you know as soon as your order has been shipped and you will receive Dispatch Confirmation email. You can also check the status of your order by viewing your order history.
  • The estimated dispatch date is for reference only. That does not mean that is the confirmed dispatch date. It may change without notification or updated information in the website.
  • Please note that if your order contains at least one pre-order, the order will be shipped on or after the release date depend on the supplier.
  • If you purchase pre-order and regular items together, your shipment will be dispatched on the shipping date of the pre-order item you purchase.

7.How can I pay?

  • We accept paypal and paypal f&f.
  • You can only use direct paypal gateway if you choose tracked e-express as your shipping method. Paypal fee will be added into your total amount. We will not cover the paypal fee. As sometime the paypal fee of direct Paypal gateway is less than paypal f&f.
  • For paypal f&f, please pay and upload the payment proof within 1 hour after checkout, otherwise the order will be canceled.
  • Don’t pay in G&S if you choose paypal friend & family as your payment method. If you pay in G&S when you supposed to pay in F&F, we will cancel your order and refund the money without paypal fee (paypal fee that charge when to send to us), OR we will contact you and ask for you pay the remaining amount before we send your order.

8.I can’t upload the payment receipt proof, what can I do?

  • Please send us the proof and contact us via instagram with your order number.

9.What are your shipping cost & times?

  • Usually, we process your orders within 1-7 business days if that is in-stock items and the deliveries take 4-30 business days for most orders. However, shipping times also depend on what you purchased or where you live! Due to extremely high demand, the distance between countries, slow postal services, and shipping delays, it can sometimes take up to 9 business days to process your order and up to 90 business days for your delivery to arrive.
  • The shipping cost depends on the package’s weight, destination country and carrier.  Please add your items into the cart. Our system will automatically show your shipping cost after you decide items and shipping address.
  • Check out more information on Shipping & Delivery.

10.Does the shipping cost include taxes?

  • Taxes (customs/import fee) are not included in the shipping cost.
  • Import duties, taxes and charges are not included in the item price or shipping cost. These charges are buyer’s responsibiliy. Please check with your country’s customs office to determine what these additional costs will be prior to buying.
  • If not paid, the package will be returned or discarded.

11.Will my order be trackable?

  • Depends on the shipping method that you have select. You will receive email with tracking no. if the selected shipping method is trackable.
  • Check out more information on Shipping & Delivery.
  • You can track your order in your country post website or third-party provider.
  • After shipping your package, we will send you an e-mail notifying your tracking number. You may trace your package’s where abouts on this website: https://www.17track.net/en.

12.Can I cancel my order?

  • All order after paid, it can not be cancelled. We will not refund to you.
  • No cancellation of order from customer request. Unless we reject your order for any reason prior to acceptance(e.g. out of stock, cancel order from original company and manufacturer). If we reject your order while the payment has already taken, we will give you refund.
  • Please think twice before sending payment.

13.Can I change my address?

  • Please contact us immediately if you want to change your address.
  • The changing address in your account will not change the shipping address in the order.
  • Once it’s being process, we can not change the address.

14.Why didn’t you ship out my package? When are you going to ship it?

  • I am sorry for the delay. Many customers have ordered the product and the manufacturer delay the release date, and we are doing our best to ship out the orders as soon as possible. Even though we are now working hard, we cannot ship them all on the same day, so we are packing and shipping the orders in the order they were received. Please wait a little longer patiently. We promise that we will do our best.

15.I didn’t receive my order, what happen?

  • Shipping times vary based on different circumstance including logistics, weather, customs, and your national postal service. You can contact us and we will try to help.
  • Please check your mailbox or nearby postoffice as sometime they will inform you to get the mail from post office.
  • We will not be responsible for mail lost or damage.
  • You can ask for mailing proof for tracked and registered mail. For air mail(stamped mail), we will not provide the mailing proof but we will try our best to show you the packing proof or mailing proof if we have recorded.

16.Can I return or exchange?

  • Unfortunately, we can’t offer you a refund or exchange unless you receive wrong product or missing product.
  • We will not accept exchange or return of order from customer request without our permission.

17.Why I didn’t receive freebie or gift?

  • We might send you gift in the order randomly. Gift is free and non-profit item which is not for sale. It just for fan-made items. We are not liable for any responsibility. You should not resell the gift.
  • Gift can’t be a refund, return or exchange.

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