FAQ

Can I set up a bulk/group order?

Yes! If you want to buy in larger quantities, please email contact@kaimediagroup.com with the products you want, the quantities, your name, shipping address, and phone number. 

Please check the product page for specific details on group orders. 

How do I find my access code?

Your access code will be sent in a separate email. In most cases, this email will not arrive until the day of the event or the date listed on the product page.  Please add hello82tv@kaimediagroup.com to your contact list to ensure your access code does not go to your spam/junk mail folder.  

Only some products come with access codes. Please read the product details carefully.

 Missing/Defective items

For missing/defective inquiries, you must provide an unboxing video including view of the package as you received it, and detailed view of the product(s).

Only inquiries received within 7 days of receipt of the product can be processed.

We can only process claims made by the original recipient of the package.  If you are using a dropshipper, the dropshipper/resident of the original shipping address must submit any claims of missing or damaged items.

What if I received my package from my drop shipper with missing items? 

hello82 is not responsible for what happens to your package after it arrives at the shipping address provided to us.  For missing item claims, proof must be submitted by the initial package recipient within 7 days of the delivery date.

Why isn’t my access code working?

Make sure you enter your access code without any spaces on either side. 

Each code can only be entered once.  After entering your code, check your “My page” in the “Tickets” section on hello82.tv and see if your event is listed there.  

If your event is not there after entering your code, email us and we will find out what’s wrong.

When will my package ship?

The shipping process for all products will start according to the date noted in the product details section.  The shipping process typically goes as follows:  

For orders in Asia, your package will likely be shipped about a week or two after the end of the sales period.  

For orders outside of Asia, all goods will be shipped to our US warehouse about a week or two after the end of the sales period.  The transit time is unpredictable due to changes arising during the COVID-19 pandemic.  After all goods arrive in the US warehouse, they will be packaged and shipped out according to the shipping method you chose during checkout. 

Can I change my shipping address?

You can change your shipping address at any time before your package is shipped.  Please email us with your order number and updated address so we can check on the status of your order and change the details for you. 

Why is my order status labeled as fulfilled/unfulfilled?

Orders are labelled as “unfulfilled” until your order is shipped.  Once your order is shipped, the status will change to “fulfilled” and you will get a shipping confirmation email with your tracking number. 

Do I have to pay the customs brokerage fees? 

hello82 is not responsible for any taxes or fees associated with retrieving your package from customs in your country.  Please note that these taxes and fees vary by country and shipping carrier. 

Where can I find my tracking number?

Your tracking number will be sent to you separately in a shipping confirmation email.  In most cases, your package won’t be ready for shipment until after the sales period, so you may not get your tracking number for a few weeks.  Please read the product details to see when you can expect tracking updates.

Why is my tracking number not updating?

Due to a high volume of packages being sent worldwide, sometimes shipping carriers take a while to update their tracking numbers in the system.  Please check back in a day or two. 

If your tracking number isn’t updated for over a week, please let us know and we will find out what’s going on.

Can I get a refund?

Most of our products have a no refund policy.  However, if your product arrives incorrect or damaged, email us and we can offer assistance.  

We will only process damage/refund inquiries sent to us within 7 days of your order delivery date.

Please check the product description for specific details about refunds. 

What can I do if my album arrives damaged?

We try our best to make sure albums arrive safe and sound, so if your album arrives damaged, please email us to let us know.  Please include images of the damage and the kind of packaging it was shipped in so we can assist you.

Why am I missing pieces from my order?

Sometimes orders are shipped in separate packages.  Usually when this happens, you will be notified by email.  Separate tracking numbers will be sent to you for all packages.

For orders outside of Asia, posters are usually shipped separately.

Read the product description carefully to make sure you received everything you ordered.  If something is missing, let us know and we’ll figure out how to make it right!