Ordering & Payment

Can I cancel or modify my order after placing it?

Orders can be canceled until they ship. After that, cancellations are not possible.

What payment methods do you accept?

We accept major credit/debit cards, PayPal, and other secure payment options available at checkout.

I entered the wrong address—can I update it?

If your order has not been shipped yet, contact us immediately with your correct address. Once shipped, we cannot make changes.

Shipping & Delivery

Where do you ship from?

All orders are shipped from the US.

Which countries do you ship to?

Shipping availability depends on the item. Some products may be available only in the US, while others may ship internationally. Check your options at checkout.

How long does shipping take?

The estimated shipping time is displayed at checkout based on your chosen method.
For pre-order items, the shipping time shown at checkout applies after the stated shipping start date. (For example, if the estimated delivery is 3 days but the product is set to start shipping a month from now, the 3-day estimate begins after that start date.)

What shipping methods do you offer?

We offer multiple options through UPS and USPS. Available choices will be displayed at checkout.

Will I get a tracking number?

Yes! Tracking details will be sent to your email once your order is shipped.

What happens if my package is lost or stolen?

We are not responsible for lost or stolen packages. If your tracking shows “Delivered” but you haven’t received it, check with your local post office or contact your chosen courier for assistance.

Pre-Orders & Exclusive Items

Can I order in-stock and pre-order items together?

Yes, but your order will only ship when all items are available. If you want in-stock items sooner, we recommend placing separate orders.

Do pre-order benefits (photocards, posters, etc.) come with my order?

Yes, if they are listed on the product page. Availability may vary depending on stock and conditions.

What if the release date changes?

Occasionally, suppliers or labels adjust release dates. We’ll update customers via email if any changes occur.

Merchandise & Product Information

Are all items official?

Yes! We only sell 100% official merchandise sourced directly from labels.

Do you restock sold-out items?

Some popular items may be restocked, but we cannot guarantee restocks. Follow us on social media or sign up for notifications on product pages.

Do albums count toward Korean or Western music charts (Billboard, Hanteo, Gaon, etc.)?

The product page will indicate whether the item contributes to any music charts, and if so, which ones.

Do you offer album unsealing for photocards?

No, we ship albums sealed. Photocards are random and cannot be chosen.

Fan Zone Pickups & Special Events

Can I pick up my order at a Fan Zone?

For certain events, we may offer a Fan Zone pickup option. If available, details will be on the product page or sent via email.

Do you sell items at fan events?

This depends on the event. If on-site sales are available, they will be announced via NACE and the artist’s official channels.

How do I get limited edition or signed items?

Signed or limited items may be available for special events, through our shop, or as prizes for certain offline events. Availability will be announced on NACE's social media and listed on product descriptions when available.

Contact & Support

How can I reach customer service?

Can’t find an answer to what you need? You can contact us via email at support@nacexperience.com or through our Discord channel.

Do you offer customer service in languages other than English?

Yes! We can assist in English, Spanish, and Portuguese.