ULTBIAS

Please allow up to 1 week for dispatch and delivery during this busy time. Tracking updates may also take longer than usual to appear.

Please allow up to 1 week for dispatch and delivery during this busy time. Tracking updates may also take longer than usual to appear.

How long will it take for my order to be shipped?

Last Farewell - The Final Stocktake Sale

How long does the Black Friday Sale run for?

How long does the Cyber Monday Sale run for?

What discounts are being offered for Black Friday/Cyber Monday Sale?

What products are excluded from the sale?

Are the discounts automatically applied?

Can I use additional discount codes during the sale?

What if my tracking hasn’t updated?

I made a mistake with my order. Can I edit, modify, or cancel it?

Will my order arrive in time for Christmas?

Can I return or exchange an item I purchased during the Black Friday/Cyber Monday Sale?

I’ve received a faulty item. Can I get a replacement?

My items arrived damaged due to transit. Can I get a replacement?

I purchased Route Protection and need to make a claim.

I missed the Black Friday/Cyber Monday Sales! Can I still claim the discount?

Black Friday/Cyber Monday FAQS

What is the Last Farewell Sale?

What discounts are being offered?

How long does the sale run for?

What is the return policy for discounted items during the sale?

Can I modify or cancel my order after it’s placed?

What happens if I receive a faulty item?

When do I need to place my order for it to arrive before Christmas?

My tracking is not updating? Help

My parcel is missing? My parcel is damaged.

I’d like to get my parcel gift wrapped.

Do you have Christmas gift cards?

I got the wrong sized sleeves and pages. Help!

I need assistance, what are the customer service operating hours?

My order is missing an item.

Christmas

I need to update my shipping address.

Do you combine orders?

Changes to Orders

What is the cost of shipping?

Is there a limit to what I can send to my country?

Can I get my declared amount lowered to waive customs?

Domestic and International Shipping Policy

How do I cancel my order?

How do I create a return?

Can I get a refund?

Cancellations and Returns

Some of my items arrived damaged, Can I get a replacement?

My order is marked 'Delivered' but I did not receive my package. Has it been stolen?

My order has not arrived. What should I do?

What happens if my order is declared lost?

Defective, Damaged or Lost Orders

Are prices in AUD or USD? Will we be charged in AUD?

What payment methods do you take?

Payment Policy

Do I have to contact you of I host a Group Order (GO)?

I want to host a GO, How should I host my GO?

Do you know anyone hosting a GO for (X) country?

My GO has arrived damaged!

Group Orders (GO)

Are your products PVC-free and Acid-free?

Do my inclusions fit in (X) item?

When will you restock (X) item?

Do you sell photocards?

What sleeves/pocket pages do I use for (X) album? Can you help?

How do I use the Backboard and Binder Shield?

What pages should I use for the larger Monsta X photocards

What pages and sleeves fit the BTS lightstick photocards (70x100mm)?

What are your best recommendations for sleeving when it comes to (X) pages.

What is the difference between A4 and A5 binders?

Product Related Enquiries

My $5 welcome code will not apply to my order.

When I try to enter my code, there is an invalid code error, why?

Bundles and Codes

What is Route Protection?

What is Carbon Neutral Shipping?

Is Route Package Protection included with every order? How much will I Pay?

I just checked out and forgot to add Route Protection. Can you add it for me?

When Should I File a Claim?

What does Route Package Protection NOT cover?

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

How long will I have to wait to be reimbursed?

Route Protection FAQ

What is Rise AI?

What is Store Credit?

What happened to Collector Points?

How can I earn store credit?

How will the crediting system work?

Will my collector points disappear?

How can my store credits be used?

Does Store Credit expire?

Store Credit FAQ

What products will be available to purchase via the 'World Warehouse'?

Are there any differences with the products shipped via the 'World Version' shipping option?

Are there any order limit or restrictions for orders placed via the World Warehouse?

Are taxes, customs, or duties included in the 'World Version' shipping quotes?

Will I be able to receive a 'World Version' shipping quote ahead of the trial?

Will I be able to request a return or exchange for any orders placed during this trial?

What if my order arrives damaged?

Will the 'World Version' shipping be available as a permanent option?

World Warehouse FAQ

How long will it take for my order to be shipped?Updated a month ago