FAQ

📦 Pre-order & Shipping

1. Pre-Orders Without POB (Pre-Order Benefit)
For pre-order items without a POB, once we receive the album from South Korea, we’ll ship it out to you as soon as possible!

2. Pre-Orders With POB
Pre-order items with POB require an additional POB preparation period of about 2 weeks after the Korean release date. The exact estimated shipping schedule is noted in the product description. Once we receive the items, we ship them to you right away!

3. Already Released Albums
For in-stock items, we process orders as quickly as possible so you can get your albums without delay!

4. Shipping Fee
We offer free shipping on orders over $55 (before tax) within Canada.

5. Shipping Times by Region
We ship from the Greater Toronto Area (GTA) in Ontario. Shipping times vary by region. For example, orders within Ontario usually arrive around 1–3 business days after fulfillment.
Deliveries to other provinces such as Alberta, British Columbia, Saskatchewan, Manitoba, New Brunswick, Prince Edward Island, and Nova Scotia may take approximately 5–10 business days.
Remote regions including Newfoundland & Labrador, Nunavut, Northwest Territories, and Yukon may require more than 10 business days.
Please note that these timeframes are estimates based on delivery time after fulfillment, and may vary during peak seasons or due to carrier delays.
Please note: We do not ship on weekends (Saturday & Sunday) or on Canadian public holidays. Orders placed during these times will be processed sequentially on the next business day.

6. P.O. Box Addresses
Yes, we ship to P.O. Box addresses without any issues.

7. Duty & Tax
We ship all orders from Ontario, Canada. Aside from the HST/GST collected at checkout, there are no additional duty or tax fees for customers.

🔄 Return & Refund

1. Return/Refund for Pre-Orders
As stated in our policy, pre-orders are non-refundable. This is because we secure a guaranteed quantity based on your order. Thank you for understanding!

2. Return/Refund for Regular Products
For non-pre-order items, please contact us within 5 days of receiving your package for return/refund inquiries. Items must be unopened, and return shipping costs are the customer’s responsibility.

3. Damaged Packages / Missing Items
If your package or album arrives damaged, please take clear photos and videos of both the outer packaging and damaged items and contact us.
Please note: A full unboxing video from the unopened outer box is required for us to begin investigating any damage or missing item claims. We handle these cases individually and will do our best to assist!

🎵 Product Authenticity & Charting

1. Authentic Products Only
At K-Towns, we only sell 100% original and genuine products sourced from trusted partners in South Korea.

2. Official Chart Counting (Hanteo, Circle, KBS Music Bank, etc.)
All albums we sell are officially counted on Korean music charts such as Hanteo, Circle, and KBS Music Bank, etc., through our verified partners in South Korea.  


🎁 Gifts & Events

1. Surprise Gift
Our surprise gift packages include a thank-you card and other fun items, which change every month.
As of March 2026, we’re offering a Mystery Box gift for orders of $220 or more (before tax).
For details on ongoing or past surprise gift, check the “K-Towns Surprise Gifts” menu on our website. (Click here!)

🤝 Price Match 

1. Our Price Match
At K-Towns, our customers always come first.
If you find the same item at a lower price from another Ontario-based K-pop retailer, contact us before placing your order and we’ll do our best to match it.
We believe in fair pricing and taking care of our customers every step of the way.
Thank you for your continued support and for being part of the K-Towns family! ☘️

2. Price Match Conditions
• Ontario-based K-pop retailers only
• Publicly advertised online prices only
• Same item and version
• Same POB and inclusions (if applicable)
• Item must be currently in stock
• Contact us before placing your order
• Price matching is offered at K-Towns’ discretion
Not applicable to clearance sales, coupon discounts, membership-exclusive pricing, bundle offers, or pricing errors.

3. Price Match FAQ
What items are eligible for price matching?
Price matching is available for identical items sold by Ontario-based K-pop retailers.
The item must be:
• The same version
• The same POB and inclusions (if applicable)
• Currently in stock
• Advertised online at a publicly available price

Do you match prices from retailers outside Ontario?
At this time, our Price Match Promise applies only to Ontario-based K-pop retailers.

Do you match prices from physical stores?
No. Price matching is based on publicly advertised online prices only.

Do you match sale prices?
Some promotional prices may be considered on a case-by-case basis.
However, clearance sales, coupon discounts, membership-exclusive pricing, bundle offers, and pricing errors are not eligible for price matching.

Can I request a price match after placing my order?
Price matching is available before an order is placed.
Unfortunately, we are unable to apply price adjustments to in-stock items that have already been purchased.

What if my pre-order item drops in price after I place my order?
For pre-order items, price match requests may be considered prior to shipment on a case-by-case basis.
Please contact us and we will be happy to review your request.

Do you match prices that require a coupon code?
No. Coupon discounts are not eligible for price matching.

How do I request a price match?
Simply contact us before placing your order and provide a link to the competitor’s product page.
We’ll review the item and do our best to help!

📬 Contact Us

1. How to Reach Us 
You can contact us anytime via:

  • Instagram DMs @ktowns_shop
  • Email contact@ktowns.ca
  • The Chat button at the bottom right of our website
  • Or by submitting a product/album request directly! https://www.ktowns.ca/pages/request
  • We do our best to respond as quickly as possible. If there’s an album or product you’d like us to carry, don’t hesitate to let us know! 

We don’t use a chatbot — a real human will answer your questions! 😊