General FAQ

As of September 3, 2020, SarangHello is officially part of the Hanteo Family. This means that all purchases on albums made will contribute towards the Hanteo's Chart (Album Charts).

We can still ship your orders out as soon as it has been fulfilled. However, please do expect delays on the delivery time.

To cancel your order(s), you can contact us here. We can only cancel your order if it has not been fulfilled.

For pre-order(s), we can only cancel your order within the pre-order time period. Once the pre-order time period has gone by, we cannot cancel your order nor can we offer you a refund.

Unfortunately, you will need to contact us here with your order number to update your orders.

It would usually take 3-4 days after the release date for the pre-ordered item(s) to be delivered to us. We will fulfill your orders once we have received them. If any delays were to occur due to unforeseen events, we will ensure to update you via email or text.

If your pre-ordered item(s) includes a poster, your poster will be mailed separately from your other item(s).

If you have ordered a pre-order item on your cart along with regular items. We will ship all your items once we have received the pre-order item(s).

It is possible that the promo code you are trying to use may have already expired. We apologize for the inconvenience.

To unsubscribe from our mailing list, kindly contact us here and we will remove your emaill address from our contact list.

We accept all major credit cards in our store. We also allow you to pay with Paypal.

Once a transaction is made, it may reflect on your bank account regardless of whether it is denied or approved. If it is denied, please give your bank 1-3 business days to clear the payment / charge from your transaction details.

We’re sorry this has happened to you. Please know that all our payments go through Shopify. Make sure to contact us here and we will do our best to assist you.

All of our items are official merchandise purchased from South Korea. We currently work with multiple vendors to procure the latest K-pop merchandise!

We know there are a lot of K-pop groups out there. As we grow, we will be bringing more and more groups to provide variety in our selections. If you have any suggestions or feedback, please do send us a note here! We’re always open to feedback.

Shipping policy

Yes, we do! Free shipping for eligible orders over $75 are applied at checkout. 

The shipping method used will be USPS Media Mail.

Free shipping is only for US region only. Pre-orders, albums with posters, posters, DVD and light sticks are not included. Kindly read product description for eligibility.

Currently, we ship to the US & Canada only.

For Canada, you may have to pay additional import fees directly to the Shipping company of your choice. Please make sure to check your tracking information and follow the instructions.

Order(s) are shipped once we process and fulfill them - generally, this process takes one (1) business day. If there are any reasons for delay, we will reach out accordingly before order fulfillment.

 Pre-order(s) are shipped once we have received the item(s) and have fulfilled them. We usually receive the item(s) 3-4 days after the release date. Delays may occur due to current events.

Once shipped, the delivery time depends on the shipment method selected during checkout.

For more information about shipping methods, visit this page.

If you selected “With Unfolded Poster” at checkout, your poster will be shipped separately in a poster tube. If you select “Without Unfolded Poster”, we will not send you a poster.

Note: We do not fold poster if you select “Without Unfolded Poster”.

We can still fulfill and ship your order. However, depending on the shipping method you choose, it may take an addition 2-5 weeks before your items are delivered. This is due to limited availability in transportation for your location.

The shipping cost varies depending on the location and the weight of the item you wish to purchase. Shipping options include UPS and USPS.

If we have not fulfilled your order yet, email us at contact us here with your order number within 24 hours of purchase.
We are unable to modify and/or cancel your order once you receive a shipping confirmation email that states the fulfillment process has been completed.

Once we have fulfilled your order, you will receive a shipping confirmation email that includes tracking details. As long as you have the link in the shipping confirmation email, you have access to the tracking number and details.

SarangHello ( is not liable for any packages that have been delivered and scanned by your selected courier. Please be sure to review the shipping confirmation email once your order has been processed and fulfilled to make sure your shipping address is accurate.

If the tracking number in the link provided on your shipping confirmation email indicates that your package has indeed been delivered, kindly check your surroundings or ask your neighbor - it is possible that your order may have been delivered to an address nearby.

Additionally, some delivery services may retain the package at the closest post office if the package is undeliverable due to the ergonomics of the mailbox or location - in this case, please contact your local post office to see if the package is there.

SarangHello does not have more information other than the tracking information.

Please file a claim with your selected carrier services.

If you placed an order and have not receive your shipping confirmation email, make sure to double-check your junk and/or spam folder. If it is not there, please contact us here right away so we can investigate and review your order.

Returns and exchanges

Item(s) for return must be made within 7 days of delivery and must be in the same condition from when it was delivered (unopened and sealed in original packaging). If 7 days have gone by since the delivery, unfortunately we cannot offer you a refund.

If you are still eligible for a refund, contact us and we will send you a return shipping label. Once we have received and inspected the item, allow us 7 business days to process your refund. The return shipping cost is your responsibility and will be deducted from your total refund amount excluding the original shipping costs.

For pre-ordered item(s), we can only offer you a refund if the request was made within the pre-order time period. If the time period has passed, we cannot or may not issue you a refund.

We can only process an exchange if you have made a new order and if your item(s) are still eligible for a return. Once we have fulfilled and shipped your new order, you can process a return by contacting us.

Please note that the return shipping cost may either be deducted from the refund or waived from the new order amount depending on the weight of the item(s).