FAQ

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?
Our codes are 21 characters of letters and symbols. Please 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 shipping info is sent to our shipping facility. 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 once we receive it back and additional reshipment fee is received.

Why is my order status labeled as fulfilled/unfulfilled?
Orders are labeled “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 once they are handed off to 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.

Why is my package at an access point and not delivered to my shipping address?
If you are located in Europe, sometimes the address you’ve inputed will lead it to an access point for pick up instead. Please feel free to email us with any questions and if you would like to change your shipping carrier. Please do note that we are not able to change your shipping carrier, once your info has been sent to our shipping facility

Do I have to pay the customs brokerage fees? 
The recipient of the product that has been shipped internationally is responsible for customs taxes and any additional fees that may incur. hello82 cannot predict or notify customers of any possible customs fees, taxes or additional charges, and we do not have the ability to mark packages as having "No commercial value" in order to reduce potential duties due.
Make sure to research your country's customs requirements in order to avoid any unexpected fees.

Can I get a refund?
We generally have a no refund policy after the end of the sales period, and we can only refund incorrect or damaged items. Please note that products that come with special experiences such as Video Call Events and showcases or livestreams have a strict no refund or cancellation policy.
Policies on refunds and cancellation may be applied differently by product, so please check the product details thoroughly when purchasing.

What can I do if my album arrives damaged?
We will try our best to make sure albums arrive safe and sound. 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 RETURN/EXCHANGE section in our POLICIES.

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 were not sent in separate packages, we do require unboxing videos. Please refer to the RETURN/EXCHANGE section in our POLICIES.

 

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