Products
Where does your merch originate from?
Most items on our store are sourced directly from official channels in Mainland China (online/offline), 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, especially for limited edition items, limited preorder items or group purchase items.
Ordering
What size should I get for clothing items?
Sizing charts are provided whenever available. Please refer to these charts before ordering.
If you are unsure, we recommend selecting 1–2 sizes up, as many official and fan-made items follow Asian sizing standards. You may also contact us for personalised sizing advice.
What forms of payment do you accept?
We currently support:
How do I use a discount code?
Enter your discount code in the promo box at checkout. Discounts cannot be applied retrospectively after an order has been placed.
Shipping
When will my order ship?
Orders are typically processed within 2–3 business days. You will receive a shipping confirmation email with your tracking number(s) once your order has been shipped.
Do you ship to my country?
Yes, we ship worldwide using logistics partners such as YunExpress, EMS/ePacket, Ninjavan, FedEx, UPS, and DHL (for express shipping).
How long does shipping take?
Shipping times vary based on country, customs, and seasonal delays.
Regular Shipping (YunExpress / ePacket / SF Express)
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USA: 7–10 business days
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UK: 7–10 business days
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Europe: 10–15 business days
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Canada: 10–15 business days
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Australia: 10–15 business days
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Other countries: 10–40 business days (varies by region)
Express Shipping (FedEx / DHL / UPS)
Delays may occur during peak seasons (Nov–Jan). Please reach out to us if your parcel shows no movement for over 20 business days.
What are the shipping rates?
Regular Shipping
*Countries requiring a $28 shipping fee for small/medium parcels due to limited courier options include: Chile, Qatar, Philippines, Indonesia, Bangladesh, Sri Lanka, India, Iraq, Guatemala, Kazakhstan, Peru, El Salvador, and most of Africa.
Express Shipping
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Small (≤ 0.5 kg): $28
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Medium (0.6–2 kg): $40
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Large (> 2 kg): $75
How do I track my order?
You may track your order using the link provided in your shipping confirmation email.
Do I have to pay customs fees?
Customs fees depend on your country's tax laws. Most orders do not require additional fees.
If customs duties apply, you will be notified by your local customs or the courier. Please pay promptly to avoid delays, returns, or disposal of the parcel.
We are not responsible for parcels destroyed or returned due to unpaid customs fees.
For customers in the United States:
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Regular shipping: No customs deposit is required.
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Express shipping: A 30% refundable customs deposit (based on your order value) is required upfront by the courier. This amount will be fully refunded once you provide the official customs receipt.
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All packages are declared at the minimum value required by the courier.
Why has my order arrived with some items missing?
To minimise customs fees and reduce delays, your order may be shipped in multiple packages. If some items are missing, the remaining items are still in transit.
Refunds & Exchanges
What is your Refund & Exchange policy?
Most official merchandise is final sale, as we follow the policies of the authorised channels.
A reshipment or refund in store credits may be provided only if:
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You received the wrong item
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You received an item with major defects
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There are missing items, confirmed with an unboxing video
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Your parcel shows no tracking movement for over 20 business days, and it has been 40 business days since shipment
Sale items, discounted items, and promotional items are not eligible for refunds or exchanges.
What do I need to submit a defect or missing item claim?
For official merchandise, an unboxing video is required. This helps us file a claim with the manufacturer.
How do I request a refund, reshipment, or exchange?
Please email us at cs.cpop.universe@gmail.com with:
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Your order number
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Photos or unboxing video
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Description of the issue
Our team will review and assist you within 2 business days.
Get in Touch
Still have questions? We are here to help.
📧 Email us at cs.cpop.universe@gmail.com.
We will respond within 2 business days.
