Xdinary Heroes - Troubleshooting

When purchasing in bulk, the shipping cost may be displayed as $999,999,999. 
This is not the actual shipping cost.

Please contact the seller for the actual shipping fee before making the purchase. 

For high volume purchasing, please contact our customer service (info@shenterprisesusa.com)

📌 All Korean version album sales made on KOOKSAN.com will count towards the Hanteo and Circle charts.

📌 Please note that any first press/pre-order benefits can only be guaranteed if you place your order before the pre-order deadline (unless sold out or limited). Depending on availability, the first press/pre-order benefits may still be available after the album releases while inventory lasts.

📌 The outer box/case/sleeve/cover is made for protecting the product underneath. Damage (crushing/tearing/punturing), spots, scratches, flaws, discoloration, etc. may occur due to the nature of the material or during the manufacturing/packaging/delivery porcess and cannot be a reason for exchange or return. Due to the thin paper material of some products, corners may naturally curl, bend, fold, or slightly tear during packaging/delivery and cannot be a reason for exchange or return.

📌 Release date, pre-order period, shipping scedule, contents, product description, and preview image are for reference only and subject to change. Actual product may vary from image shown.

[ ORDER PROCESSING & SHIPPING TIMELINE ]

Once a product releases in Korea, it takes about 2~3 business days* for it to arrive at our warehouse in the U.S. (if there are no unexpected delays). Upon arrival, order processing will begin (detailed shipping updates can be found on our social media).

 Orders are typically processed within 2~3 business days* (normal volume) if all items in the order are in stock. For high volume orders, it can take anywhere between 5~8 business days* for processing. The shipping speed applies after the order has been processed.

 Please remember to film a full, unedited Unboxing Video from beginning to end, check the product condition immediately upon receipt, and contact our Customer Support department at info@shenterprisesusa.com for damaged, defective, incorrect, or missing items. (See Return & Exchange and Cancellation Policies below.)
* Subject to change based on operational circumstances. Excludes weekends and holidays.


 [ ORDERS THAT INCLUDE PRE-ORDER/BACK-ORDER ITEMS ]

 If you place an order that includes one or more items that are in pre-order or back-order, shipping will occur once ALL items within that order are available to ship together, so please place separate orders if you would like in-stock items shipped sooner than any pre-order or back-order items.


 [ RETURN & EXCHANGE POLICY ]

  * AN UNBOXING VIDEO (DETAILS BELOW) IS STANDARD PROTOCOL FOR ANY OF OUR MERCHANDISE INQUIRIES. PLEASE ALWAYS FILM AN UNBOXING VIDEO IMMEDIATELY AFTER RECEIVING YOUR ORDER TO ENSURE YOU HAVE VIDEO PROOF OF ANY POTENTIAL ISSUES!

 * YOU MUST CHECK THAT YOU HAVE RECEIVED ALL THE CORRECT ITEM(S)/VERSION(S) BEFORE UNWRAPPING THE PRODUCTS.

 * IF A PRODUCT IS VISIBLY DAMAGED/DEFECTIVE/INCORRECT ON ITS EXTERIOR, PLEASE DO NOT UNWRAP THE PRODUCTS.

   If you have received a damaged, defective, or incorrect item(s), or are missing an item(s), please email info@shenterprisesusa.com with the following info within 7 days of when the shipment was marked as delivered by the courier: First and Last Name, Order Number, Explanation of Issue, Unboxing Video*, and Preference of Resolution (refund, exchange, or replacement of missing item(s)).

   ** An Unboxing Video is standard protocol for any of our merchandise inquiries. A proper Unboxing Video records the package that you received and the contents inside from beginning to end UNEDITED - from the moment you open the box and unwrap each item (unless there are visible, obtrusive exterior damages/defects to the items), to the point where you can point out the missing item(s) (e.g, album inclusions or extra items that should have been received), incorrect item(s), or the damaged and/or defective item(s). Please be aware that we will not be able to assist you with your inquiries until we receive an Unboxing Video.

   For damaged/defective/incorrect item(s), our team will review the details, and once you are approved for a return/exchange, our team will send you a prepaid return label for the item(s) being returned/exchanged. Upon receiving the returned item(s), our team will review and issue immediate assistance in the form of: full refund (cost of returned item and shipping cost), store credit, or ship out a replacement -- whichever solution fits the reason for return/exchange.

   For products with visible, obtrusive exterior damages/defects** and/or incorrect item(s)/version(s) received, please contact us first and DO NOT UNWRAP/UNSEAL/OPEN the product. In these cases, if the product is unwrapped/unsealed/opened, we will not be able to accept/honor your return/exchange request.

   For missing items, instead of a return, we will review the Unboxing Video and issue a full refund (if item is out-of-stock) or send a new shipment out as soon as possible.

   If you wish to return an item(s) because you changed your mind or no longer need/want it, you must email us with your request within 7 days of when the shipment was marked as delivered by the courier, as long as it is in its original condition and packaging. If your item is not in its original condition, or if you email us after it has been more than 7 dayssince your shipment was marked as delivered by the courier, only partial refunds can be provided.
As this is a personal decision, you will be responsible for shipping charges for this process and a return label will not be provided.

   Please email info@shenterprisesusa.com before shipping the returned item to let us know that you are sending back the item so that our team can keep an eye out for the package. Once the item is received back in the warehouse, our team will examine the item to conclude the condition of the product and issue the refund (minus shipping fees) within 5~7 business days. Refunds will be issued back to the original form of payment used for purchase, and typically takes about 3~5 business days for the refund to fully process, but may vary per bank.


RETURN ADDRESS:
ATTN: RETURNS
S&H ENTERPRISES INC
2400 Pleasant Hill rd suite 130 Duluth, GA 30096

PLEASE NOTE: Each product may have its own return/exchange policy that is different from our general return policy which will be listed on the individual product page, in which case, the policy of that specific product will supersede our general policy.