FAQ

SHIPPING

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ANDROID USERS (GOOGLE CHROME): PLEASE, CLICK ANY OF THE ARTICLES, AND CLICK ON “SUBMIT A REQUEST” AT THE BOTTOM FOR FURTHER ASSISTANCE. (You may also click the top right corner to view the menu dropdown)

GENERAL

Can I change my shipping address?

  • You can change your address any time before the shipping information is sent to the shipping facility. Please, login to the Help Center and submit an account info Request Form with the new address as soon as possible so that a representative may further assist 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 (shipping carrier contact info below).
  • If your order gets returned to us due to address issues, we can reship it to a new address but you will incur the shipping fee

    • Shipping Carrier Contact Information:
  • USPS: https://www.usps.com/help/contact-us.htm
  • UPS: https://www.ups.com/us/en/support/contact-us.page
  • DHL: https://www.dhl.com/us-en/home/customer-service.html
  • APC: https://www.apc-pli.com/customer-support.html
    • FedEx: https://www.fedex.com/en-us/customer-support.html

    The shipping says 5 - 8 business days, why haven't I received my order?

    The shipping options offered at checkout indicate the number of business days the item will take to arrive once the carrier ships it out. However, this time does not include the processing time that it take to prepare your order before it is handed over to the shipping carrier. The shipping time applies when the order is out for delivery, NOTwhen you placed the order.

    Why is my order marked as "delivered" when I have not received my package?

    Follow the steps below in instances where the package says "delivered" but the package hasn't arrived:
  • Check with neighbors to see if it was delivered to the wrong address Double check that you typed your address correctly on your order confirmation email or your hello82.shop account
  • If it was sent via USPS, please, contact the post office to see if the package is being held there. The shipping carrier contact information can be found in the Missing/Lost Packages Policy article. (NOTE: If your order is not held at a local post office or with the shipping carrier, you may file a lost package claim with the shipping carrier)
  • If there are still no updates after following these steps, login to the Help Center and submit a shipping status Request Form for further assistance from a customer success representative.

    • Why is my order marked as fulfilled/unfulfilled?

  • Orders are labeled "Unfulfilled" while the order is being prepared to ship out and the tracking number has not been created yet. After checking the release date, if your order is still marked as "unfulfilled" and you have not received any shipping notification, please login to the Help Center and submit a shipping status check Request Form for further assistance.
  • "Fulfilled" means the order is getting ready for shipment and the shipping label has been created. You will get a shipping notification with your tracking number when the order is shipped out.
  • NOTE: hello82 is not responsible for any packages once they are handed off to the shipping carrier

    • 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.

    TRACKING

    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 will not 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 more than two weeks, please let us know and we will look into the issue.

    SHIPPING ISSUES

    What do I do if my album arrives damaged?

    We always try our best to make sure albums arrive in the best condition possible. If your album arrives damaged, please email us. 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 via 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.

    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 have 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.

    What do I do if my order says “Return to Sender?”

    Once the item is returned to us, we can send the package to the correct address for an additional shipping fee.
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