To get in contact with us please use our Help Center on the bottom right of our website. We will need some information from you to get you to the correct department.
We do not accept e-mail for contact method. Please submit request using the bottom right Help Center.
For reporting issues with the website or any other bugs you are having, please e-mail our tech team at [email protected]
My order was placed weeks ago but it hasn't been shipped out yet. What's going on?
Don't forget pre-orders have a later ship date than our in-stock products. There is also a 1-3 days order processing time on your ship date along with the time it takes the post office to deliver your package from Los Angeles to your destination.
What is difference between pre-order and regular order?
In-stock items (regular orders) will be processed the day you order. Pre-order items will be processed starting on the pre-order item's in-stock date.
Where can I get more information about pre-order shipping lead times?
For more information on shipping lead times, visit our Pre-Order Information page -> https://smglobalshop.com/pages/pre-order-information
We accept Visa, Mastercard, American Express, Discover, and JCB. Note, cards issued by local banks which do not carry one of these logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.
Yes we take PayPal as a method of payment. You will see an option to check out with PayPal on the cart or product pages.
All transactions submitted to us are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. SM GLOBAL SHOP is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.
Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal. Please make sure your addresses are in English to prevent any delays.
1. US Standard Parcel Mail (7-10 days)
2. US Priority Mail Parcel (3 days)
3. International: UPS Standard International Mail (10-25 days)
4. International: UPS Priority Mail International (7-20 days)
Free Shipping is available for US orders over $100 (Not including shipping fee)
Shipment date does not include processing time. Processing time generally takes 1-3 days depending on stock and during high demand periods, it could take up to 5-7 days
FREQUENTLY ASKED QUESTIONS
Is this the official SM Entertainment Merchandise Shop?
Yes, we are licensed under SM Entertainment to sell their goods on our online shop. We primarily focus in the US, Latin, and European market since we ship all of our goods directly from the US. We carry only official SM Entertainment Merchandise which is branded by our official SM certification stickers that come with every order!
How can you tell if my product is SM Entertainment’s official merchandise?
We develop, design, produce and sell all our merchandise under Licensing contract with SM Entertainment, and we go through their approval process. Here is the way to define official merchandise:
1. Certification sticker
Why is certified official merchandise important? What is the difference between artists official merchandise and un-official merchandise?
1. Un-official simply means fake product that manufacturers or merchandisers produce without SM Entertainment’s approval nor rightful licensing contract. Which means, the sales from Un-official merchandise do not support SM Entertainment Ariststs in any shape or form.
2. Official merchandise sales 100% support all SM Entertainment artists
3. Official merchandise is made of high-quality fabrics, stitching styles and materials. We want fans to treasure their merchandise for many years.
4. Official merchandise is stylish and unique. We keep up with the latest trends.
I have a question about my order. Where do I go?
If you have an account, you can log-in and check your past orders using our Account Icon on the top right (Located next to Search Icon). Click 'My Orders' to see the history of all your past orders.
Nobody is responding to my question. What do I do?
SM Global Shop tends to see a high volume of customer service requests especially near end of the year. Please be patient and a customer service representative will be with you in 3-5 business days during busy season. We usually reply in 1-2 business days.
How do I check the status of my order?
You can view your past orders if you create an account. Press the Account Icon next to the Search Icon on the top right to view your orders.
How do I return my item?
Majority of our items may be returned within 30 days of receipt except for pre-order items.
Our return rules are as follows:
1. Can be returned/exchanged within 30 day of receipt
2. Returns/Exchanges must be in original condition they were received in
3. Returns will be refunded to the original form of payment, minus shipping fees
4. Exchanges must be sent back must be received within 14 days after RMA is sent out
5. SGS is not responsible for any orders that got confiscated by local post offices.
Can I view the return policy?
Yes, you may view the return policy in our Refund Policy section available in our footer menu.