Welcome to our

FAQ

Have a question? We have answers!

Please reach out to us via our "Contact Us" form if you require additional assistance!

On average, it takes 2-5 business days to process an order prior to shipping. To make sure that your order is processed quickly, make sure that all customer information is filled out and correct!
For in-store pick-up, it usually takes 1-3 business days to process your order for in-store pick-up. This is highly dependent on location in-store stock quantities; in the event that your item is out of stock at your selected in-store pick-up location, we will have to transfer the item from our warehouse to the location which will increase the processing time by 1-2 business days.
Depending on your location and items, shipping times will vary. As estimated timeline has been provided as follows:
- 2-5 business days within the Lower Mainland
- 5-7 business within Northern BC & Alberta
- 7-14 business days within Canada
- 8-20 business days within North America
- 14+ business days outside North America
A more accurate estimated delivery time will be provided at the time of checkout.
Our company offers World-Wide shipping through Canada Post. Customers can select their preferred method of shipping as highlighted by Canada Post; aside from general (regular) parcels, we offer services such as expedited parcel, xpresspost or post priority.
As we ship via Canada Post, you can track your orders through their website for updates and an accurate estimation of when your order will arrive.
Please note that estimations may vary based on Canada Post's processing time.

Shipping costs will vary depending on the shipping method and package weight. You can check the estimated shipping charge by entering the shipping information after putting the items you want to purchase into your shopping cart.
We also offer customers the option to pick-up their orders in-store. For a list of our locations, please visit the "Our Locations" page.
If your package does not arrive in a timely manner, it might be held by customs or your local post office. Please check with your local post office before reaching out to us. If the parcel is still nowhere to be found, please contact us ASAP.
You can reach us via our "Contact Us" Page or via email, info@artboxvan.com
You cannot change the shipping address manually after the payment is complete. However, our customer service will help you change the address if the package has not shipped yet. Please reach out to info@artboxvan.com ASAP if you notice an error in the shipping address.

Refunds & Exchange Policy

Before opening any orders from our online store, we recommend that the customer records an unboxing video to serve as evidence for their case.

Please note that this video must begin at package opening; Evidentiary videos must also be in their original taken form, uncut, and unedited! In the event that the video is missing one or more of these guidelines, our company reserves the right to deny any returns or exchanges! This is especially important for any and all orders regarding K-Pop Albums, K-Pop Special Goods (including Lightsticks, DVDs, Seasons Greetings, Clothing, Accessories, and Other Merchandise.

____________________

Please see below for more information on our Refund & Exchange Policies

All K-Pop Albums, K-Pop Special Goods (including Lightsticks, DVDs, Seasons Greetings, Clothing, Accessories, and Other Merchandise), Sale Items, & Special Event Tickets are FINAL SALE!
For all other items, you can request for a return or exchange within 14 days (2 weeks) of purchasing/receiving the order by contacting us via our ‘Contact Us’ page. Alternatively, you can email us at info@artboxvan.com or visit us in-store at any of our locations. Prior to emailing or visiting, please ensure that you send/bring a copy of the original receipt so that our team is able to assist you quickly. Products must be in its original condition and packaging and supplied with its original receipt!
____________________
For items and orders that have been sent out/delivered, the customer is not eligible for refunds due to a change of mind. We reserve the right to deny returns due to a change of mind or in case of opened product(s).
Exchanges due to change of mind are possible within specific case-by-case terms. We reserve the right to charge the customer for the cost of the return shipping label. We also reserve the right to deny any requests for exchanges due to change depending on the circumstances.
____________________
In the event that the item is damaged*, incorrect, or was processed differently from what was originally listed or advertised, or from the terms and conditions, customers can request either returns or exchanges within 1 month (30 Days) of receiving the order.
*for damaged items, please see our “Damages & Compensation” section.
This does not apply to K-Pop Albums & K-Pop Special Goods (including Lightsticks, DVDs, Seasons Greetings, Clothing, Accessories, and Other Merchandise)
____________________
In the event that the seller (Artbox) does not have additional stock of the ordered item/requested exchange item, our team will follow one of the following options:
(A) We will cancel your order and provide a refund to the original method of payment provided by the customer when placing an order
(B) We will offer an exchange for a similar item of equal or lesser value
Our team will reach out to the customer and follow up with how to proceed with the customer’s order.
In case of returns due to product defects, wrong delivery, or shipping issues, our company is responsible for and will pay the shipping fee for the product(s) returned.
We do not offer refunds or exchanges for minor damages to the outbox/packaging. The outbox/packaging is used to protect the actual product, thus we do not offer exchanges or refunds due to any/all damages that may occur during the delivery.
____________________
K-Pop Albums & K-Pop Special Goods (including Lightsticks, DVDs, Seasons Greetings, Clothing, Accessories, and Other Merchandise)
1. In the event that the K-Pop item is incorrect, or was processed differently from what was originally listed or advertised, or from the terms and conditions, customers can request exchanges within 1 Month (30 Days) of receiving the order.
2. In the event that the K-Pop item is damaged, the customer is responsible for providing evidence of how/where the item is damaged. Any and all evidence must be recorded through video format and submitted to us upon the request for compensation for investigation.
We do not offer refunds or exchanges for minor damages to the outbox/packaging. The outbox/packaging is used to protect the actual product, thus we do not offer exchanges or refunds due to any/all damages that may occur during the delivery.
We reserve the right to deny returns if the value of product(s) is deemed to be depreciated due to any trace of product usage, removal or label or tags, or disposal of product box or wrapping.
____________________
If your case does not match any of the above terms, the K-Pop item is final sale and cannot be exchanged or refunded. This does not apply to pre-ordered items; please see "Pre-Orders" for more information.
- Cancellations of Pre-Orders are NOT PERMITTED.
- Cancellations of Pre-Orders after the item release date are possible on a case-by-case basis; please contact our team for further information.
- Cancellations of Pre-Orders after the item has been shipped out to the customer are NOT permitted and are FINAL SALE.
In the event that the Pre-Ordered item is incorrect, or was processed differently from what was originally listed or advertised, or from the terms and conditions, customers can request exchanges within 1 Month (30 Days) of receiving the order. Depending on the case, customers will receive a full refund on their items - the returned amounts will be refunded back to the customer’s original method of payment provided at the time of purchase.
_________________
For damages, please see “Damages & Compensation”
If you have any questions regarding our Return & Exchange Policy, please feel free to contact our team via the “Contact Us” Form or via email, info@artboxvan.com. Alternatively, feel free to visit our team in-stores and we will be more than happy to assist you there as well!

Cart0 items

Processing, Shipping, & Delivery

Refunds & Exchange Policy