Customer Center

I returned an item. When do I get my refund?

The refund process begins when the returned item is inspected and back in inventory. It may take up to 5 business days to fully process a refund.

How long does shipping take?

Shipping times vary depending on the country and region the item is delivered to.

How much does shipping cost?

Shipping fees vary depending on the country the item is delivered to, as well as the size and weight of the package.

Can I choose a preferred date for delivery?

No, the orders are processed in the order they are received.

I can’t track my shipment from my invoice number.

You can track your shipment using your invoice number, on the date of the invoice or the day after, beginning when the shipping process begins.
Please be advised, the tracker may not be fully accurate after the package is sent out to the shipping company.
If the invoice inquiry does not work after several days, please contact us through [Inquiry] or by e-mail (store@netmarble.com).

How can I track my shipment?

Go to [My Page > Order History] and click [Track shipment] to track your delivery.

Can I change my shipping information?

You can change your shipping information during the [Order Received] and [Transaction Completed] stages of the order.
Go to [My Page > Order History > View Order Details] to change your shipping information.
If the order has reached the [Preparing for shipment] stage, you will be unable to change your shipping information.

Can you send separate orders together?

In order to deliver our products in a timely manner, we do not ship separate orders together.
However, be advised that orders containing large items and/or a large quantity of items may be shipped in separate packages.

It shows that my order was delivered, but I have not received the product.

Depending on the shipping company, the delivery may be delayed by 1-2 days.
If you are unable to contact the shipper as shown in the tracking information, please contact us through [Inquiry] or by e-mail (store@netmarble.com).
If the package was not delayed or was delivered elsewhere by mistake, please refer to the information below.
Make sure the shipping and contact information is correct.
Check the notes for delivery instructions for the shipping company to hold packages at a different location if the recipient was away.

Can unregistered guests track their shipments?

Go to [Log in] > [Guest Order Inquiry] and fill in your information to find the tracking information.

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