For questions about shipping, refunds, or damaged/missing items, please refer to our "POLICIES" page and get in touch with our customer service team at hello82tv@kaimediagroup.com.


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.

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.
 

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. 


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. 

If you need to change your shipping address after your order has been shipped, please get in touch with the shipping carrier or your local post office. 

If your order gets returned to us due to address issues, we can send it to a new address for an additional shipping fee.


Why is my order status labeled as fulfilled/unfulfilled?
Orders are labelled “Unfulfilled” until your order is being prepared. "Fulfilled" means the order is getting ready for shipment. You will get a shipping confirmation email with your tracking number when it is shipped. 

hello82 is not responsible for packages that are late, missing, or stolen in cases caused by the 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 few days. 
If your tracking number isn’t updated for over two weeks, please let us know and we will find out what’s going on.


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. 


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, and we do require unboxing videos.
Please refer to our refund policy, and 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.  We do require unboxing videos for damage claims, so please refer to the damage section in our refund policy.


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.  

For any missing items that was not sent in separate packages, we do require unboxing videos. Please email us at hello82tv@kaimediagroup.com! 

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