Products
Where does your merch originate from?
Most items are sourced directly from official channels in Mainland China, including both online and offline retailers, unless stated otherwise.
How often do you have new arrivals or restocks?
We update our store with new arrivals weekly.
Restocks depend on official availability and are not guaranteed, especially for limited releases, preorder items, and group purchase items.
Ordering
What size should I get for clothing items?
Sizing charts are provided whenever available. Please refer to them before placing your order.
If you are unsure, we recommend selecting 1–2 sizes up, as most items follow Asian sizing standards.
You may also reach out to us for personalised sizing advice.
What forms of payment do you accept?
We accept:
- Credit and debit cards (Visa, Mastercard, American Express)
- PayPal
- Shop Pay
- Google Pay
- Apple Pay
How do I use a discount code?
Enter your discount code at checkout in the promo box.
Please note that discount codes cannot be applied after an order has been placed.
Shipping
When will my order ship?
In-stock items
Orders are processed within 2–3 business days.
Preorder items
Shipping timelines vary and are stated on the product page.
If your order includes both in-stock and preorder items, items will be shipped together once all are ready.
If you would prefer in-stock items to be shipped first, please contact us at cs.cpop.universe@gmail.com.
You will receive a shipping confirmation email with tracking details once your order has been dispatched.
Do you ship to my country?
Yes, we ship worldwide using reliable logistics partners such as YunExpress, EMS/ePacket, NinjaVan, FedEx, UPS, and DHL.
How long does shipping take?
Shipping times vary depending on destination and whether your order contains sensitive items (e.g. liquids or fragrances).
Regular Shipping
USA, UK, Europe, Canada, Australia
- Non-sensitive items: 7–10 business days
- Sensitive items: 11–22 business days
All other regions
- 10–40 business days, depending on country and customs processing
Express Shipping (FedEx / DHL / UPS)
- Worldwide: 3–5 business days
Delays may occur during peak periods (November to January, and Lunar New Year).
If your tracking shows no movement for over 20 business days, please contact us and we will assist you.
What are the shipping rates?
Shipping rates vary depending on your location and parcel size.
Regular Shipping
Most countries
- Small to medium parcels (≤ 2 kg): Free
- Large parcels (> 2 kg): $40
Selected countries with limited courier coverage
- Small to medium parcels: $28
- Large parcels: $40
These include Bangladesh, Chile, Colombia, El Salvador, Guatemala, India, Indonesia, Iraq, Kazakhstan, Nepal, Peru, Qatar, Sri Lanka, and most regions in Africa.
Express Shipping (FedEx / DHL / UPS)
- Small (≤ 0.5 kg): $40
- Medium (0.6–2 kg): $75
- Large (> 2 kg): $120
How do I track my order?
Tracking details will be provided in your shipping confirmation email once your order has been shipped.
Do I have to pay customs fees?
Customs fees depend on your country’s import regulations. Most orders are not subject to additional charges.
If applicable, your local customs authority or courier will contact you directly. Prompt payment is required to avoid delays, returns, or disposal of the parcel.
We are not responsible for parcels returned or disposed of due to unpaid customs fees.
For customers in the United States
- Regular shipping: No customs deposit required
- Express shipping: A 30% refundable customs deposit may be required by the courier
- The deposit is refunded upon submission of the official customs receipt
All parcels are declared at the minimum value required by the courier.
Why has my order arrived with some items missing?
To reduce customs risks and improve delivery success rates, orders may be shipped in multiple packages, especially if they contain sensitive items.
If items appear missing, the remaining parcels are likely still in transit.
Refunds & Exchanges
What is your refund and exchange policy?
Most items are final sale, in accordance with official supplier policies.
A reshipment or store credit may be provided if:
- You received the wrong item
- The item has major defects
- Items are missing (with a valid unboxing video)
- Your parcel shows no movement for over 20 business days, and 40 business days have passed since shipment
Sale, discounted, and promotional items are not eligible for refunds or exchanges.
What do I need to submit a claim?
An unboxing video is required for all claims involving missing or defective items.
This allows us to file claims with the official suppliers.
How do I request a refund, reshipment, or exchange?
Please email cs.cpop.universe@gmail.com with:
- Your order number
- Photos or an unboxing video
- A brief description of the issue
Our team will respond within 2 business days.
Get in Touch
Still have questions? We are here to help.
📧 cs.cpop.universe@gmail.com
Response time: within 2 business days (may take longer for product requests!)