FAQs

Products

Where does your merch originate from?

Most items are sourced directly from official channels in Mainland China, including official online stores, offline retailers, pop-up stores, and authorised sales channels, unless stated otherwise.

We only sell brand new items unless the product page specifically states otherwise.

Are your products official?

All items listed as official merchandise are sourced from official or authorised channels.

Occasionally, some highly-requested products may be independently produced by us or by the official fan sites. This will be clearly stated on the relevant product page.

How often do you have new arrivals or restocks?

We update our store with new arrivals regularly.

Restocks depend on availability from the official channel and are not guaranteed, especially for:

Limited releases
Preorder items
Pop-up store merchandise
Group purchase items
Older releases

If you are looking for a specific item that is out of stock, you may wish to sign up for the restock notifications on the product page.

If you are looking for a specific item that is no longer listed, feel free to send us a photo or link and we can check availability for you.

Can you help me order an item that is not listed on your website?

Yes. We may be able to arrange a custom order depending on availability from the official channel.

Please send us a photo, product name, or link to the item you are looking for and we will check for you.

Why does the packaging of my item look slightly different from the product photos?

Official manufacturers may occasionally update packaging, labels, inclusions, or production batches without prior notice.

Minor differences in outer packaging do not necessarily mean that the item is incorrect or unofficial.

Are free gifts and preorder benefits guaranteed?

Free gifts, preorder benefits, photocards, posters, and other promotional inclusions are subject to availability from the official channel.

Unless specifically guaranteed on the product page, promotional benefits may be changed, substituted, or unavailable once the official allocation has been exhausted.

Why does my package or product packaging appear to have been opened?

All items sold by CPOP Universe are shipped brand new and unopened, unless otherwise stated on the product page.

In some cases, parcels may be opened and resealed by customs authorities for inspection during transit. Customs inspections take place after the parcel has left our care and are unfortunately outside of our control.

If you are concerned about the condition of your item, please contact us with photos and, where available, an unboxing video starting from the moment you open the package.

Why was the battery removed from my light stick or electronic item?

Certain batteries cannot be shipped internationally due to courier and aviation restrictions.

Where required, batteries may be removed before shipment. The item itself remains brand new.

Please refer to the product page for any item-specific notices.

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 generally recommend selecting 1–2 sizes up, as many items follow Asian sizing standards.

What forms of payment do you accept?

We accept:

Credit and debit cards, including Visa, Mastercard, and American Express
PayPal
Shop Pay
Google Pay
Apple Pay

Available payment methods may vary depending on your country or device.

How do I use a discount code?

Enter your discount code at checkout in the discount or promo code box.

Please note that discount codes cannot be applied after an order has been placed.

Can I use a gift card together with a discount code?

In most cases, a gift card can be used together with an eligible discount code at checkout.

If you experience any issues, please send us a screenshot of the checkout page and the discount code you are trying to use, and we will do our best to assist.

Do you offer a newsletter discount?

Yes. New email subscribers may receive a welcome discount through our newsletter sign-up offer.

Please refer to the current promotion shown on our website, as terms and eligibility may change.

Can I change or cancel my order after it has been placed?

Orders for official merchandise and preorder items are generally non-cancellable once they have been processed with the official channel.

This is because we secure the item specifically for your order and are subject to the official supplier's cancellation policy.

Can I change my shipping address after placing an order?

Please contact us as soon as possible if you need to update your address.

We may be able to update it if the parcel has not yet been processed or shipped. Once the parcel has been handed over to the courier, address changes may no longer be possible.

Customers are responsible for ensuring that the shipping information provided at checkout is complete and accurate.

Preorders

How do preorders work?

Preorder items are ordered from the official channel specifically for customers who purchase during the preorder period.

The estimated preorder or fulfilment period is stated on each product page.

Please note that preorder timelines refer to the estimated period before the item becomes available for shipment and are separate from international delivery time.

Why does my preorder take several weeks or months?

Different official releases have different production and fulfilment schedules.

Some items, including dolls, figures, custom-made merchandise, magazines, and limited gift boxes, may require extended production periods.

The estimated preorder period will be listed on the product page before purchase.

What happens if the official channel cannot fulfil my preorder?

If the official channel is unable to fulfil an item, we will contact you with the available options.

Depending on the situation, this may include:

An alternative design or item
A refund to the original payment method, where applicable
Store credit (if the order was placed more than 120 days ago)

Can preorder items be cancelled?

Preorder items are generally non-cancellable once the order has been placed with the official channel.

Please review the estimated fulfilment timeline and product details carefully before purchasing.

Shipping

When will my order ship?

In-stock items

Orders are generally processed within 3–5 business days.

Preorder items

Shipping timelines vary and are stated on the individual product page.

If your order contains both in-stock and preorder items, the order will normally be shipped together once all items are ready.

If you would prefer the available items to be shipped first, please contact us at cs.cpop.universe@gmail.com. Additional shipping charges may apply depending on the order.

You will receive a shipping confirmation email with tracking details once your parcel has been dispatched.

Do you ship to my country?

Yes. We ship worldwide using logistics partners such as EMS/ePacket, NinjaVan, FedEx, UPS, DHL, and other regional couriers.

Courier availability varies by destination and parcel type.

How long does shipping take?

Shipping times vary depending on destination and whether your order contains sensitive items, such as 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

Approximately 10–40 business days, depending on destination, courier coverage, and customs processing

Express Shipping

FedEx / DHL / UPS:

Approximately 3–5 business days

These are estimated transit times after dispatch and do not include preorder or processing periods.

Delays may occur during peak periods, including November to January and Lunar New Year.

If your tracking shows no movement for more than 20 business days, please contact us and we will assist you.

What are the shipping rates?

Shipping rates vary depending on your destination and parcel weight.

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 may include Bangladesh, Chile, Colombia, El Salvador, Guatemala, India, Indonesia, Iraq, Kazakhstan, Nepal, Peru, Qatar, Sri Lanka, and many regions in Africa.

Express Shipping

FedEx / DHL / UPS:

Small, ≤ 0.5 kg: $40
Medium, 0.6–2 kg: $75
Large, > 2 kg: $120

Shipping rates are calculated automatically at checkout based on the delivery address and parcel weight.

How do I track my order?

Tracking details will be sent automatically by email once your order has been shipped.

Please check your spam or junk folder if you cannot locate the tracking email.

Tracking may also take some time to appear or update in third-party apps such as Shop. For the latest information, we recommend checking the tracking number directly through the courier or a universal tracking service such as 17TRACK.

My tracking has not updated. Is my parcel lost?

Not necessarily.

International tracking may pause while a parcel is:

Waiting for an outbound flight
In transit between countries
Undergoing customs processing
Being transferred to a local delivery partner

A lack of scans for several days does not automatically mean that the parcel is lost.

If there has been no tracking movement for more than 20 business days, please contact us so that we can investigate further.

Why does my order show as delivered when I have not received it?

Please first check:

Around your property or designated safe place
With household members
With neighbours
With your building reception or mailroom
With the local delivery courier

If you are still unable to locate the parcel, please contact us with your order number and we will help review the tracking information.

Why has my order arrived with some items missing?

Orders may sometimes be shipped in multiple parcels to reduce customs risks, accommodate sensitive items, or improve delivery success rates.

If part of your order has arrived first, the remaining items may still be in transit under a separate tracking number.

Please check your shipping confirmation emails or contact us if you are unsure.

Can you ship my in-stock items before my preorder items are ready?

Yes, in many cases we can arrange a split shipment upon request.

Please contact us and we will confirm whether additional shipping charges apply.

Do I have to pay customs fees?

Customs fees depend on your country's import regulations. Most regular-shipping orders are not subject to additional charges, but we cannot guarantee this.

If customs duties, taxes, deposits, or clearance fees apply, your local customs authority or courier will contact you directly.

Prompt payment is required to prevent delays, returns, or disposal of the parcel.

We are unable to take responsibility for parcels returned or disposed of due to unpaid customs charges.

For customers in the United States

Regular shipping: No customs deposit is normally 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, where applicable

Parcels are declared according to courier and customs requirements.

Can customs open my parcel?

Yes.

Customs authorities in the destination or transit country may open and inspect parcels before releasing them for delivery.

This process is outside of our control and may result in outer packaging, seals, or product placement appearing different after inspection.

CPOP Universe is responsible for delivering the order to the shipping address provided at checkout. We recommend checking the condition of your parcel and items when they are first received at that address.

Refunds, Claims & 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 where applicable if:

You received the wrong item
The item has a major manufacturing defect
Items are missing and supported by a valid unboxing video
Your parcel shows no movement for more than 20 business days, and at least 40 business days have passed since shipment

Sale, discounted, and promotional items are generally not eligible for refunds or exchanges.

Eligibility is assessed based on the circumstances of each order and the requirements of the official supplier.

What do I need to submit a missing or defective item claim?

An unboxing video is required for claims involving missing items or defects.

The video should:

Start before the outer shipping package is opened
Clearly show the parcel being opened
Show all items and packaging received
Clearly show the defect or missing item

For electronic products, please also provide a separate video clearly demonstrating the functional issue.

The unboxing video is required because official suppliers may request it before accepting a defect or missing-item claim.

What if I did not record an unboxing video?

Without an unboxing video, we may not be able to submit a claim to the official supplier.

However, please contact us with photos and details of the issue. Where possible, we will review whether any alternative assistance can be offered.

The outer packaging of my item has minor scratches, creases, or dents. Is this considered defective?

Minor marks, small scratches, slight packaging dents, paint variations, loose threads, or other minor production imperfections may occur during manufacturing and are generally not considered major defects by official suppliers. The outer box is for protecting the goods within only.

If you are unsure, please send us clear photos and we will help review the issue.

What if a free gift or promotional benefit is damaged?

Promotional items and free gifts are provided by the official channel and may be subject to different defect policies from purchased merchandise.

We can help check with the official channel where possible, but replacement of complimentary benefits cannot always be guaranteed.

How do I submit a query?

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 normally respond within 3 business days.

Delivery & Address Issues

What happens if I entered the wrong shipping address?

Please contact us as soon as possible.

If your parcel has not been processed, we will do our best to update the address.

Once the parcel has shipped, changes may no longer be possible. Any reshipping costs caused by an incorrect or incomplete address may need to be covered by the customer.

What happens if my parcel is returned to sender?

Please contact us once the tracking shows that the parcel is being returned.

We will review the reason for the return and advise you if any further action is required.

If the return was caused by an incorrect address, unsuccessful delivery, failure to collect the parcel, or unpaid customs fees, additional shipping charges may apply before the order can be resent.

What if I forward or bring my parcel to another country after it has been delivered?

Our shipping responsibility covers delivery to the address provided on your order.

We recommend checking the parcel and item condition immediately upon receipt at that address.

If the parcel is subsequently forwarded, carried, or shipped to another country, we are unable to verify any handling, customs inspection, or damage that may occur after the original delivery.

Get in Touch

Still have questions? We are here to help.

Email: cs.cpop.universe@gmail.com

Response time: within 3 business days.

Product sourcing and custom order enquiries may take slightly longer while we check availability with the relevant official channels.