FAQ
FREQUENTLY ASKED QUESTIONS
WHERE IS MY ORDER AND HOW DO I TRACK IT?
You will receive an email with a tracking number once the order has been processed and it has left our warehouse to make its way to you. It normally takes 2-3 days for an order to be processed.
If you would like to track your order, you can enter your tracking number on our tracking page.
If you have any questions whatsoever, please reach out to our team via our live chat or email support@btsarmymerchusa.com
HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?
Shipping usually takes about 12-20 working days for your products to arrive, depending on where you live. If it has been longer than 20 days and your order has not arrived, please check your local post office or email us and we will sort it out.
DO YOU SHIP INTERNATIONALLY?
BTS Army Merch is proud to offer international shipping to the following countries:
Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Indonesia, Israel, Italy, Japan, South Korea, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Kingdom, United States, and Vietnam.
DO I HAVE TO PAY CUSTOM FEES FOR MY ORDER?
Customs fees depend on the laws of your country. In the majority of cases you are not required to pay any customs fees.
HOW CAN I CANCEL MY ORDER?
Unfortunately, we no longer offer order cancellations. We process and dispatch orders as quickly as we can, as we want you to have your order as soon as possible. That being said, we cannot change or add items, as well as block the shipping of a package once it's already forwarded to the courier. We hope you understand.
WHY HAS MY ORDER ARRIVED WITH SOME ITEMS MISSING?
We always try our best to ship your order in 1 package. However this is not always possible. If your order is large, or is a custom made limited edition item, then we will have to ship it in a few separate parcels to make sure that you are not charged with extra duty or customs fee.
If your order has arrived and is missing a few items, please do not worry as the rest are on the way and will be arriving soon!
ARE THE ITEMS OFFICIAL GOODS?
Our items are fan-made goods unless otherwise stated.
WHAT IS YOUR REFUND & EXCHANGE POLICY?
We are very proud to say that we offer FREE Returns & Exchanges within 30 days of you receiving your order.
If you are not 100% happy with your order items or have any issues, please contact us we will sort it out immediately.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you would like more information, you can check out our Refund Policy
WHAT SIZE SHOULD I GET?
All of our items are in Asian size which is smaller than US and European sizes.
Size guides will be displayed on the product page, We suggest that you order 1 to 2 sizes up - meaning if you usually wear a Medium, then Large or X-Large on our shop would fit you best. Please see our size charts for more information.
HOW DO I USE A DISCOUNT CODE?
Enter your discount code in the promo box upon checkout and voila :D
If you have any further questions, please email us at support@btsarmymerchusa.com
