FAQs

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Account Info.

  • How can I find my Suite number?

    How can I find my Suite number?

    Home   >   FAQs   >   How can I find my Suite number?

    Once you are signed up on Delivered, we will assign you a Suite number which can be used to receive your order in our warehouse. Please log-in to Delivered and you can find your Suite number on the very top of the Dashboard.

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  • Can I start using my Korean address immediately after I sign up?

    Can I start using my Korean address immediately after I sign up?

    Home   >   FAQs   >   Can I start using my Korean address immediately after I sign up?

    Yes, once you are signed up, it's ready to use!

    Please ensure that all of your shipments include your complete Delivered Korea address information and your suite number.

    **NOTE**

    Forgetting to include your suite number will delay processing time.

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  • How do I sign up?

    How do I sign up?

    Home   >   FAQs   >   How do I sign up?

    To sign up, click on the Sign Up button in the upper right-hand corner of the page. After you sign up, you will be assigned your own Suite number which can be used for your incoming order.

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  • How do I log in to my account?

    How do I log in to my account?

    Home   >   FAQs   >   How do I log in to my account?

    Click the "Login" button in the upper right-hand corner of the website.

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  • How do I change my account information?

    How do I change my account information?

    Home   >   FAQs   >   How do I change my account information?

    After you've signed in to Delivered Korea, click on the ACCOUNT SETTINGS button. From there you can change your password, shipping address, phone number, etc.

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  • How do I change or recover my password?

    How do I change or recover my password?

    Home   >   FAQs   >   How do I change or recover my password?

    If you're logged in to Delivered Korea, please go to ACCOUNT SETTINGS - My Account to change your password.

    From there, scroll down until you see the Security Settings section. You will be able to change your password and/or security question and answer by clicking the relevant button.

    If you forgot your password, go to delivered.co.kr and click "login" on the upper right part of the page. Then, click the "Forgot password?" link.

    Once the page loads, just enter the email address associated with your DELIVERED account, and you will receive an email with a link to reset your password.

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  • How can I register my shipping address?

    How can I register my shipping address?

    Home   >   FAQs   >   How can I register my shipping address?

    Please go to Accounting Settings - My Address - Add new address. You will be able to register multiple addresses on that page.

     

    Nickname: This will not be on your shipping label, but used for your reference only. You can manage your multiple shipping addresses simply with Nicknames.

    Address: Please make sure to provide the correct shipping address. Delivered Korea will not be responsible for any shipping issue resulting from the incorrect address provided by you.

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  • How will Delivered Korea know a package is mine?

    How will Delivered Korea know a package is mine?

    Home   >   FAQs   >   How will Delivered Korea know a package is mine?

    As soon as you register, we'll assign you a Suite number which can be found at the very top of the Dashboard. When you ship a package to Delivered Korea, please make sure to include your Suite number along with your name and address. Without a Suite number, we will not be able to receive your package in a timely manner.

     

    Your Full Name
    Busan Design Center Centum Dong-ro 57, #B102
    Suite A####
    Haeundae-gu, Busan city
    South Korea, 48059

    Once we process your package, you'll receive an automated email letting you know the package has arrived.

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  • Shipping

  • How long will it take for my package to reach me?

    How long will it take for my package to reach me?

    Home   >   FAQs   >   How long will it take for my package to reach me?

    The availability of shipping options and delivery time depend upon your package's dimensions, weight, and destination country.

    • FedEx Priority: 2 - 4 business days
    • FedEx Economy: 3 - 8 business days
    • K-Packet: 2 - 3 weeks (3 - 4 weeks due to COVID-19)
    • EMS: 5 - 7 days (2 - 3 weeks due to COVID-19)

     

    **NOTE**

    We are not responsible for shipping delays caused by customs or the carrier. However, if you are experiencing issues, please contact our support team and we will do our best to communicate with them.

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  • Can Delivered Korea ship to multiple locations?

    Can Delivered Korea ship to multiple locations?

    Home   >   FAQs   >   Can Delivered Korea ship to multiple locations?

    Yes, you can add as many shipping addresses as you'd like and assign shipping addresses for each of your packages respectively.

    To add another ship-to address to your account, please go to Account Settings - My Address tab. From there, click the Add New Address button to add your shipping address.

     

    A box will appear where you can enter your new address information. Once you have entered the information, click "Save."

     

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  • What is meant by "Dimensional Weight"?

    What is meant by "Dimensional Weight"?

    Home   >   FAQs   >   What is meant by "dimensional weight"?

    Carriers take both the size and weight of your package into consideration when determining the shipping cost. The weight of the package is important, but sometimes the amount of space the package takes up on the truck or plane is given even more consideration.

    Dimensional or volumetric weight is a method of measurement calculated using the dimensions (length x width x height) of the package. Shipping cost is based on the greater of the actual weight or dimensional weight.

    The formula for calculating the dimensional weight of a package shipped internationally is:

    (Length x Width x Height) / Dimensional Factor (provided by a carrier) = Dimensional Weight

    You can minimize the dimensional weight by requesting Repackage or Consolidation.

    *Related Article: What is the difference between Consolidation and Repack, and how do I request one?

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  • I cannot select a shipping address for my package.

    I cannot select a shipping address for my package.

    Home   >   FAQs   >   I cannot select a shipping address for my package

    If you have not registered your shipping address in your Account Setting yet, you won't be able to select the shipping address at the checkout stage for the shipping arrangement.

    Please go to the ACCOUNT SETTINGS -My Address tab. You will be able to add multiple shipping addresses by clicking the "ADD NEW ADDRESS" button. 

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  • Are there any items that are restricted from international shipping?

    Are there any items that are restricted from international shipping?

    Home   >   FAQs   >   Are there any items that are restricted from international shipping?

    Delivered Korea does NOT ship any of the following items for security reasons.

    • Art, antiques, precious stones, and precious metals
    • Money, coins, debit cards, credit cards, SIM cards, securities, and valuable documents such as passports
    • Products that can spoil
    • Breakable products
    • Food products unless they have been packed well and shipped unconditioned
    • Plants
    • Dangerous goods (chemicals, paint, batteries, perfume, etc.). Under certain conditions, some dangerous goods may be shipped in limited quantities.

     

    Please refer to our page with guidance for PROHIBITED ITEMS. For more information contact the support team at [email protected].

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  • Will I have to pay customs duties and taxes?

    Will I have to pay customs duties and taxes?

    Home   >   FAQs   >   Will I have to pay customs duties and taxes?

    The shipping fee does NOT include duty & taxes. The recipient will be responsible for duty and taxes levied by the country you are shipping to, and we do not have control over the customs charges in your country. 

     

    Note!

    Please note that the original shipping fee will not be covered, and there will be a return shipping fee as well as duties and taxes for the packages that are returned due to customs clearance failure.

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  • What shipping options and carriers can I choose from?

    What shipping options and carriers can I choose from?

    Home   >   FAQs   >   What shipping options and carriers can I choose from?

    We currently offer below carrier options for shipping your packages:

    • K-Packet: available up to 2kg only
    • EMS
    • FedEx Priority
    • Aramex

    We are trying our best to expand our shipping services. We will keep you updated when new shipping services are added to Delivered Korea. To get a free shipping quotation, please visit our Shipping calculator.

     

    Note!

    * The shipping options will vary depending on the weight, size, and destination of your package.
    * Please note that there are currently shipping delays and country restrictions due to COVID-19.

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  • My package shipped, but the tracking information hasn't been updated. What's wrong?

    My package shipped, but the tracking information hasn't been updated. What's wrong?

    Home   >   FAQs   >   My package shipped, but the tracking information hasn't been updated. What's wrong?

    A package's tracking information isn't always updated right away. Please allow up to 48 hours after your package ships.

    If you don't see an update after the above time frame, feel free to contact us. We'll be happy to look into it for you!

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  • My package has been returned to Delivered Korea. How can I have it reshipped?

    My package has been returned to Delivered Korea. How can I have it reshipped?

    Home   >   FAQs   >   My package has been returned to Delivered Korea. How can I have it reshipped?

    The package can be returned to the shipper for several reasons.

    1. The address or contact information was incorrect.
    2. Customs clearance failed.
    3. Duties and taxes were not paid in a timely manner by the recipient.


    It is a customer's responsibility to provide an accurate address and clear customs in a timely manner. Delivered Korea does not take responsibility for the package returned due to the above reasons.

    EMS does not charge return shipping fees, however other carriers such as FedEx, DHL, and UPS charge return shipping fees as well as duties and taxes. Please note that your package can be released only after the return and the reshipping fee as well as duties and taxes charged on your shipment are completely paid. If you need our assistance please contact our support team at [email protected].

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  • What happens when my package is returned back to the shipper?

    What happens when my package is returned back to the shipper?

    Home   >   FAQs   >   What happens when my package is returned back to the shipper?

    If a package could not be delivered for any reason (wrong address, undelivered, customs clearance failed, etc.), the package would be sent back to the sender's address or disposed of at the carrier's local facility according to the carrier's policy. We will reach out to you if we are notified by the carrier, but please note that we will not be able to take responsibility for the packages that are disposed of or returned if reasonable measures are not taken from you by the deadline specified by the local carrier or in a timely manner.

    In the event of a return, the shipping fee will not be covered by us and the customer will be charged below cost, and Delivered Korea has no control over any cost related to return shipping.

    • Return shipping fee
    • Duty and tax charged by local customs and import tax (if there's any)
    • Reshipping fee

     

    If you need any assistance related to shipping, please contact [email protected] and we will be glad to assist you.

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  • My package is lost, damaged, or missing items. What should I do?

    My package is lost, damaged, or missing items. What should I do?

    Home   >   FAQs   >   My package is lost, damaged, or missing items. What should I do?

    If your package arrives damaged or missing items, please make sure to keep all packing materials for investigation by both Delivered Korea and the shipping carrier. Please file a claim directly to the local carrier used for last-mile delivery. Once you get confirmation from the carrier that your claim has been accepted, please wait designated period. If you have any issues, you may contact us, and we will do our best to help.

    If you need our assistance, please send Delivered below information:

    1. A copy of your registered claim
    2. Name, Email address, Suite number
    3. PKG ID
    4. Reason for claim
    5. Clear picture of damaged items - For Damage case
    6. Unboxing video taken from opening the sealed box - For Missing/Partial missing case
    7. Picture of outer/inner packaging and shipping label
    8. If your items are damaged, please keep the original package box with you until the claim is closed.

     

    Upon receiving the above information, we can request an investigation by both our carrier and warehouse and proceed with the compensation procedure if required.

    Please make sure to contact the local carrier within their allowed period for filing a claim:

    1. FedEx: up to 21 days from the shipment date
    2. UPS: up to 14 days from the shipment date
    3. EMS: up to 4 months from the date of dispatch

     

    NOTE!

    • We cover damaged or lost packages by following the carrier's policy only to decide on the compensation amount. Please visit HERE to check insurance coverage by each carrier.
    • Please be aware that the compensation amount will be decided based on the TOTAL item value indicated on the commercial invoice which has been automatically generated based on the item information you put on the Incoming Order Form with your package.
    • We will compensate you if the damage or missing issue was caused by our mistake. However, please make sure to submit enough proof such as order and shipping confirmation received from the seller, a photo of items(it it was sent from an individual seller), and an unboxing video/photo, which was taken right after you received the package, so we can investigate on the issue.

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  • How do I find my tracking number?

    How do I find my tracking number?

    Home   >   FAQs   >   How do I find my tracking number?

    Once your package is shipped out, you will receive a shipping confirmation email.
    This message will include your tracking number, linked to the carrier you chose:

    You can also find your tracking number at the bottom of your package details by checking the My Packages.

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  • Does customs clearance cause shipping delays?

    Does customs clearance cause shipping delays?

    Home   >   FAQs   >   Does customs clearance cause shipping delays?

    Yes, the customs process normally runs smoothly. However, if you experience a shipping delay, please first try contacting the carrier to check on your package status.

    Contact Links:

    K-Post
    FedEx
    Aramex

    Shipping delays vary on a case-by-case basis. If we receive any information regarding your package's customs activity, we will be sure to notify you right away. If you have any questions that you think we could help with contact us via Customer support!

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  • Can you ship medications or dietary supplements?

    Can you ship medications or dietary supplements?

    Home   >   FAQs   >   Can you ship medications or dietary supplements?

    We cannot ship prescription medications or non-FDA-approved medications (most dietary supplements are not FDA-approved). Please refer to our Prohibited Items list.

    can you ship medications or dietary supplements delivered korea

     

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  • Can I ship my package to Hawaii ?

    Can I ship my package to Hawaii?

    Home   >   FAQs   >   Can I ship my package to Hawaii? Please note that the below shipping methods cannot be used to ship to Hawaii.
    • Delivered Standard
    • Korea Post (EMS, K-packet)
    You can ship your package(s) to most of the cities in Hawaii via FedEx or UPS. Since there might restrictions for some items, please get in touch with our support team with your package details and address including zip code to make sure your package(s) gets delivered to you successfully. If you had made a payment for those above unavailable shipping methods, our support team will reach out to you to cancel your payment and assist you with shipping arrangements using other carriers or to the alternative shipping address.

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  • What is Delivered Standard service?

    What is Delivered Standard service?

    Home   >   FAQs   >   What is Delivered Standard service? Delivered Standard service is one of the cheapest economy shipping that has a good quality-price ratio. We use locally competitive couriers for door-to-door delivery. This delivery option is suitable for non-express shipping and is eligible for packages of up to 10kg only. Please refer to the below local courier list which is responsible for last-mile delivery.
    • Japan - Sagawa
    • Singapore - Janio
    • Malaysia - Ninjavan
    • Taiwan - HCT
    • Philippines - Ninjavan
    • USA - USPS
    Notice!
    • Please refer to this page to know more about insurance coverage for Delivered Standard service
    • Food items are not eligible for shipping to the USA using the Delivered Standard service. Food items will be disposed of at local customs without prior notice and a disposal fee of US$100 will be charged to the customer in this case
    • Lithium-metal and lithium-ion batteries are not eligible for shipping
    • Perfume, diffuser, flammable products, and dangerous goods are restricted for shipping
    • If a package could not be delivered for any reason (wrong address, undelivered, customs clearance failed, etc.), the package will be sent back to the sender's address or disposed of at the carrier's local facility according to the carrier's policy. Delivered Korea does not take any responsibility for shipping issues or any related costs.
    • The recipient is responsible for customs as well as duty and taxes.

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  • Do you provide domestic shipping?

    Do you provide domestic shipping?

    Home   >   FAQs   >   Do you provide domestic shipping?

    We have been assisting some of our clients who requested domestic shipping for any urgent or special cases, but domestic shipping will not be provided as a part of our normal service scope anymore starting from 16th June 2022, due to warehouse labor shortage issues.

    We ask for your kind understanding and cooperation on this matter.

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  • How can I track my package that has been sent with EMS Premium service?

    How can I track my package that has been sent with EMS Premium service?

    Home   >   FAQs   >   How can I track my package that has been sent with EMS Premium service?

    EMS Premium service is connected to UPS. Therefore, the tracking number of your package that is shipped using EMS Premium will be updated to the UPS tracking number in transit. UPS will be responsible for final delivery when your package arrives in your country.

    1. First, enter your EMS Premium tracking number HERE on EMS Premium website to check the updated UPS tracking number.

     


    EMS Premium tracking page

    2. You can track your package in detail with UPS tracking number on UPS website HERE .

     

    UPS tracking page

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  • How can I use Automatic Shipment Service?

    Can I use the Automatic Shipment Service?

    Home   >   FAQs   >   How can I use the automatic shipment service?

    Automatic Shipment Service is recommended for customers who want to ship their packages as soon as they are received in our warehouse to expedite the process.

    To use this service, you should choose a default address and carrier service in your account setting and top up enough DK money for automatic shipping payment.

    How to use:

    1. Before submitting the Incoming Order Form, please go to ACCOUNT SETTINGS MY ADDRESS to set up your default address for using Automatic Shipment Service.
    2. Click the 'AUTOMATIC SHIPMENT SETTINGS' button to select the default address and carrier service.
    3. Submit 'MY INCOMING ORDER FORM' on the YOU BUY ORDERS tab and opt for Automatic Shipment Service at the bottom of the form.

     

    NOTE!

    • Please make sure you have enough DK MONEY in your account.
    • Shipping fee will be automatically deducted from your DK MONEY deposit.
    • Make sure to set up correct default shipping address. Request for address change or shipment cancellation won’t be accepted once your package is received in our warehouse.
    • You can use the SHIPPING CALCULATOR to calculate the estimated shipping fee in advance.
    • Learn how to top up DK MONEY HERE.

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  • Can I send a package from abroad?

    Can I send a package from abroad?

    Home   >   FAQs   >   Can I send a package from abroad?

    If you would like to have your package shipped from abroad to our Delivered Korea warehouse, please make sure that the shipper is responsible for clearing customs and paying for duties in advance. Please note that Delivered Korea reserves the right to reject any incoming packages that are subject to paying duties and taxes or clearing customs.

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  • Handling Packages

  • Should I notify Delivered Korea of any incoming packages?

    Should I notify Delivered Korea of any incoming packages?

    Home   >   FAQs   >   Should I notify Delivered Korea of any incoming packages?

    We are happy to announce that from 1st Oct 2021, Delivered Korea will not charge the US$5 receiving fee for late submission of My Incoming Order Form.

    Once your package is delivered without the Incoming Order Form submitted, we will create it on your behalf, and you will get a notification email informing you that your order has arrived. You can fill out the details of your order by going to “You Buy Orders” and clicking the “Please submit required info” button next to the corresponding domestic tracking number.

    *Related Article: How do I submit My Incoming Order Form if it has been already created by Delivered?

     

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  • My package was delivered to the warehouse. Why can't I see it on my Dashboard?

    My package was delivered to the warehouse. Why can't I see it on my Dashboard?

    Home   >   FAQs   >   My package was delivered to the warehouse. Why can't I see it on my Dashboard?

    It usually takes 12~24 business hours to process your package, but processing time might be delayed depending on our daily package volume. As soon as your package is received and registered to your Suite, you will get an automated email.

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  • How long is the maximum storage period?

    How long is the maximum storage period?

    Home   >   FAQs   >   How long is the maximum storage period?

    We provide a FREE storage period of 30 days from the date your package has been received. After your package exceeds 30 days, there will be a US $1 storage fee per package on a daily basis for up to another 30 days. If your packages are consolidated but the storage period of sub-packages exceeds the FREE storage period, the storage fee will be still applied to each sub-package.

    The maximum storage period is 60 days(including the free storage period) and Delivered reserves the right to dispose of your package(s) after the deadline. You will receive an automated notification on your package stored in our warehouse. Or you can find the expiration date under the package details on My Packages.

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  • How can I request an optional packing service?

    How can I request an optional packing service?

    Home   >   FAQs   >   How can I request an optional packing service?

    We are glad to announce that we've now added a new feature enabling you to request below optional packing services directly on your dashboard.

    How to request optional packing service during Consolidation / Repackage request:

    1. Go to My packages after logging in to your Delivered account.

    2. Select package(s) to be consolidated/repackaged and click 'Consolidation' or 'Repackage'.

     

    For Consolidation
    For Repackage

     

    3. On your PC, click the "+" icon next to the selected package to display optional packing services available to choose from. On the mobile version, select 'OPTION PRICE LIST' at the bottom and then the "+" icon next to the selected package.

    4. Select the optional packing service(s) you would like to request from the drop-down menu (multiple options are available) and an additional service charge will be added for each selected option.

    • Bubble wrap
    • Vacuum pack
    • Remove Papertube: We will remove the paper tube and fold posters into the package to reduce the volume weight of your package.
    • Plastic box
    • B2B packing: By selecting this option, the Delivered-branded sticker and name card will be removed from your package.

     

    5. Click "Submit"

    6. You will receive a notification email once your request has been completed. Please estimate 12~24 business hours for your request to be processed.

    *Note!

    Please note that once Consolidation or Repackage has been done, it cannot be undone since the package will be transferred to the loading area for being ready to be shipped. 

    We are glad to announce that we've now added a new feature enabling you to request below optional packing services directly on your dashboard.

    How to request optional packing service during Consolidation / Repackage request:

    1. Go to My packages after log-in to your Delivered account.

    2. Select package(s) to be consolidated/repackaged and click 'Consolidation' or 'Repackage'.

    For Consolidation
    For Repackage

    3. On your PC, click "+" icon next to the selected package to display optional packing services available to choose from. On mobile version, select 'OPTION PRICE LIST' at the bottom and then "+" icon next to the selected package.

    4. Select optional packing service(s) you would like to request from the drop-down menu (multiple options are available) and additional service charge will be added for each selected option.

    • Bubble wrap
    • Vacuum pack
    • Remove Papertube: We will remove the papertube and fold posters into the package to reduce volume weight of your package.
    • Plastic box
    • B2B packing : By selecting this option, Delivered-branded sticker and name card will be removed from your package.

    5. Click "Submit"

    6. You will receive a notification email once your request has been completed. Please estimate 12~24 business hours for your request to be processed.

    *Note!

    Please note that once Consolidation or Repackage has been done, it cannot be undone since the package will be transferred  to the loading area for being ready to be shipped. 

  • What is the difference between Consolidation and Repackage, and how do I request one?

    What is the difference between Consolidation and Repackage, and how do I request one?

    Home   >   FAQs   >   What is the difference between consolidation and repackage, and how do I request one?

    Consolidation: We take items out of the original outer boxes and combine them into one box. This will mostly minimize the dimensional weight of your package and cut down shipping costs. If packages don't fit into one box, we will try to divide them into multiple boxes.

     

    1. How to request Consolidation:

    Repackage: Please select one package you would like to repackage items in a smaller-sized box or bubble mailer. The request will go to the warehouse, where the packers will use their best judgment on the best way to pack your items into a smaller box or a bubble mailer.

     

    2. How to request Repackage:

    Once packages have been consolidated or repackaged, you CANNOT reopen them to add more packages or cancel them later since the package will be transferred to the loading area for being ready to be shipped out. If you need any assistance, please contact our support team at [email protected].

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  • What are the benefits of Consolidation and Repackage?

    What are the benefits of Consolidation and Repackage?

    Home   >   FAQs   >   What are the benefits of consolidating or repackaging a parcel?

    Since shipping costs are calculated based on the greater actual weight or dimensional weight, consolidating your packages will cut shipping costs by combining multiple packages into a single package.

    When Consolidation is requested, we take all items out from the outer package box and combine them into one box to minimize the dimensional weight of your package.

    Repackaging an original single box to a smaller box may also reduce your shipping cost. For example, the merchant might send a product in a shipping box that is much bigger than it needs to be. Putting the product in a smaller box is likely to lower the shipping cost.

    Please kindly note that both Consolidation and Repackage take 2~3 business days.

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  • How do I request a photo service?

    How do I request a photo service?

    Home   >   FAQs   >   How do I request a photo service?

    We are glad to inform you that you are now able to request Photo service directly on your dashboard! Please refer to the below steps to request photos of your received packages.

    The service fee is US$2/package. If you need detailed verification or photos for the bulk items in the box, service fee of $3/10 min. will be applied.

    1. Please select the ‘Request Photo’ icon on your dashboard to request a photo of your received package.

    2. Click the 'Request’ button to check your packages that are available for taking photos.

    3. You will see the packages list that is 1) Received by DELIVERED but have no Incoming Order Form filled out yet and 2) All registered packages that are updated to 'Received' status in your Suite. Select a tracking number and click the ‘Request’ button.

     

    Please note that photo service is NOT available for consolidated or repackaged packages.

    4. Once your request has been successfully submitted, you will see the below pop-up message. It will take 1-2 business days for our warehouse team to upload the photos.

     

    5. You can check your Photo request status anytime by clicking the Camera icon on the right top of your dashboard.

    6. Once photos are uploaded, you can check and download the photos by clicking the ‘View’ button.

     

    If you have any questions using the Photo service, please contact our support team at [email protected].

    Thank you very much.

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  • I do not know my domestic tracking number yet. How can I submit My Incoming Order form?

    I do not know my domestic tracking number yet. How can I submit My Incoming Order form?

    Home   >   FAQs   >   I do not know my domestic tracking number yet. How can I submit My Incoming Order form?

    If you do not know the domestic tracking number of your incoming package yet, you don't need to worry about it since we are going to create the 'Incoming Order Form' on your behalf after your package arrives at our warehouse. Once your package arrives, you will get a notification email informing you that your package has arrived.

    Once you are notified of your arrived package, Please go to YOU BUY ORDERS and provide the order detail by clicking the 'Please submit required info' button, and your package will be automatically received and appear on My packages.

    If you have any difficulties filling out the Incoming Order Form, please contact our support team at [email protected]o.kr.

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  • How can I request Split service?

    How can I request Split service?

    Home   >   FAQs   >   How can I request Split service?

    If you would like to separate your items, we can split your original package into multiple packages for you to arrange shipping separately. We charge a US$5.00 Split service fee for each package. Click HERE to submit the Split Request Form.

    Note:

    • Split service will take 3~5 business days.
    • We accept only simple separation requests such as dividing quantities of items in the box. Discarding free inserts like photo cards from the sealed item is currently not supported.
    • Please provide us a detailed instruction with a picture and the exact name of each item to ensure that we split the correct items.
    • Once Split is completed, the package CANNOT be reopened since the package will be sent to the loading area.

    If there's anything that needs to be verified, our support team will get in touch with you via email.