FAQ:

PRODUCTS:

1. How many items can I expect in my Kloot Box?
Every season (3 months), your Kloot Box is hand-curated specially for you with a random assortment of KPOP merch + Korean snacks! You can expect around 5-6 KPOP merch items, 3-4 snacks, and 2 Korean skincare products (if you purchase The Korean Skincare Bundle upgrade)!

2. How many KPOP groups and members can I select for my Kloot Box?
At the moment, you can only select 1 KPOP group + 1 member of choice per Kloot Box order. You cannot mix and match. If you want a box for different groups, you will have to order one box per group.

3. What will the design of my Kloot Box look like?
We're so happy with the feedback from our customers who've fallen in love with the cute concept of our Kloot Box design!

Since September 2021, we have officially transitioned from our old "separately designed" boxes for each group into an all-encompassing "THE KPOPPER KLOOT BOX" design that will remain the same regardless of which KPOP group you choose!

This new design has been months in the making and all the KPOP idols, scenery, words, etc are hand-drawn by our talented graphic designer.

4. How come you no longer have the "album" upgrade option to Kloot Box?
We've made the difficult but exciting decision to replace the "album" upgrade option with our very new "skincare bundle" option to add more unique variety to the Kloot Box! Unfortunately, we are only able to ship skincare/beauty products to select countries in the world right now, so if you are unable to checkout with the skincare bundle, it's because we are unable to due to restrictions from our postal service.

Existing subscriptions with album upgrade options will be replaced with skincare products effective September 2021, unless your country is unavailable.

DELIVERY:

1. How much does shipping cost?
During checkout, the shipping cost will be calculated and shown to you.

We ship to 40 countries for a flat rate of only $5 while other countries will vary in shipping cost between $7-$10-$15 or more for further out countries / pandemic limitations.

We already tank a lot of those shipping costs so you don't have to cover them fully. Honestly, shipping is really expensive nowadays!

2. When will Kloot Box ship out my order?
Kloot Box ships out boxes within 5 business days of receiving your order and movement information will show in your tracking link within 2-3 business days afterwards.

If you purchase with a subscription plan, your next Kloot Box will be shipped 3 months from the original purchase date. The estimation for arrival to most accessible places in the world are usually 14-21 business days.

Due to the pandemic, it is possible to expect heavy delays on parcels. We have no control over shipping especially as a small company not using a fulfillment service.

Therefore, please wait up to 12 weeks for arrival of your Kloot Box (starting from the day it's officially shipped) since shipping has the potential to experience delays from worldwide transit + pandemic causes that are beyond our control!

3. Do you ship internationally / worldwide?
We ship ALMOST to every country worldwide at the moment. However, some countries are unavailable due to pandemic restrictions.

4. Is there tracking information for my Kloot Box?
Once we ship your box, you will receive an email from us with a tracking number. Once your order has left our country, it typically does not show updated information even though it is on its way! It will start showing tracking information updates again once it arrives to your country & will be handled by your country's local post office service. Please understand some parcels can experience COVID-19 related delays. 

5. Which shipping carrier will deliver my Kloot Box?
Once your parcel reaches your country, they will be handled by your local government-appointed postal service and customs.

6. I’ve moved, how do I change my address?
Please contact us through email in order to change your Kloot Box subscription address. Please keep in mind if it's already been shipped out from our fulfillment center, we are unable to make any changes and the responsibility of arrival or re-shipment fees fall on you.

7. Does Kloot Box cover the customs and duties fees?
Excluding extraordinary circumstances, our boxes are generally not taxed in the majority of countries since we lower the value of the parcel. However in the rare cases it happens, you are responsible for these additional expenses upon receiving the package. We understate the value of the boxes to minimize the chances of paying customs fees. Returns due to complaints about extra taxes during the clearance process will not be acceptable.

8. My box is returning back to you? What do I do?
If your tracking information shows that your box was returned to us due to a delivery issue, please email us hello@klootbox.com!

The responsibility is on you as the buyer to input the correct delivery information and ensure it is picked up or delivered correctly. If the address was incorrect or there were absent residents at the time of delivery, and your package is being returned to us, we have to charge an extra re-shipping fee and handling fee to reship your order. The other option is a partial refund deducting initial full shipping costs.

9. How come I'm unable to order the Korean Skincare Bundle?
Unfortunately at this time, we are only available to ship beauty products to a handful of countries due to restrictions from our postal service. We are working on a solution for the future!

SUBSCRIPTIONS:

1. When will I be charged for my subscription?
If you sign up today, you will be billed immediately for this your first Kloot Box.

Your recurring billing date will typically be around the same date you purchased your 1st box. For example: you buy on June 14 2021, you will be charged again 3 months later on September 14 2021 (seasonal plan) or 12 months later on June 14 2022 (annual plan)!

2. How do the Pre Paid Subscription Boxes work?
We offer a seasonal plan and annual plan. You save money by pre-paying in advance and you can just chill at home while we ship a Kloot Box out every 3 months for you, stress-free!

3. Can I have more than one subscription at a time?
Yes! You can select as many subscription Kloot Boxes as you'd like! :)

4. I ordered a Kloot Box before you switched to this new website. How do I access my profile and manage my subscription?
Please login through the second portal here: https://klootbox.myshopify.com/account/login

5. I subscribed to Kloot Box before you switched to this new website. Will I still receive a Kloot Box each month?
Yes! You will still be shipped a Kloot Box each month until you decide to end your subscription in the link above (or by emailing us to cancel).

PAYMENT:

1. What methods of payment are accepted?
Kloot Box accepts Paypal, Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, and Google Pay.

2. Can I buy just 1 box without a subscription?
Yes, you can choose to order our Kloot Boxes without being on a subscription plan. Please select "One-time purchase."

REFUNDS/CANCELLATIONS:

1. What is your cancellation/refund policy?
You are free to cancel your Kloot Box subscription at any time in your customer login profile or emailing us at hello@klootbox.com! Please note, cancelling will only cancel the next renewal NOT your current box.

Subscriptions are non-refundable and you will still continue to receive any boxes remaining in your plan, and the cancellation will take effect at the end of your plan. Your account will not automatically renew for another term once cancelled. There is no penalty for cancelling your subscription. Cancelling your account does not provide you a refund for any paid boxes, nor does it stop a pending charge.

2. My items inside the box are damaged; what do I do?
All missing or damaged items must be reported within 7 days of delivery to qualify for a replacement based on product availability or refund. A replacement or refund will be issued only for the damaged items. Blemishes to the box will not be considered as damaged items (only what is received inside).