FAQ-Ship To Home

Overview

  • As an attendee of Viajando Por el Mundo Tropitour and for a limited time, you will have exclusive access to Viajando Por el Mundo Tropitour merchandise, shipped directly to your home.

Location Services / How to Enable

  • To access the exclusive range of tour merchandise, you will need to enable location services on your device and place an order within a 50-mile radius of the venue that you are attending. When prompted on the site, make sure you click “accept” to enable location services.

On iPhone (iOS):

  • Open Settings.

  • Tap Privacy & Security.

  • Tap Location Services.

  • Toggle Location Services ON.

  • (Optional) Scroll down to choose specific apps and set access (e.g., While Using the App, Always, or Never). Ensure your browser has permission to access your location.

On Android:

  • Open Settings.

  • Tap Location (or Location Services, depending on device).

  • Toggle Use Location ON.

  • (Optional) Tap App Location Permissions to control which apps can access your location. Ensure your browser has permission to access your location.

Can I Purchase After the Show?

  • Yes! You will have access to purchase after the show on this page, for a limited amount of time. You will still need to be within a 50-mile radius of the venue to access the collection. At midnight (local time), on the day following the final show in your city, access to the collection will close.

Can I Cancel or Make Changes to My Order?

  • Depending on where your order is within the shipping process, we may be able to update your order with a shipping address change, quantity change or cancellation. To request one of these changes, please contact us and we'll make every effort to accommodate your request! Unfortunately, we are unable to make any changes to sizes in your order or swap items.

  • Once your request is received, one of our team members will notify you via email to confirm whether or not your request was able to be processed.

  • Please remember that all orders are subject to our return policies, unless otherwise stated in the product's description or order confirmation email.

Can I Return Product That I Purchased in Venue?

  • Product purchased from the merchandise booth in-venue cannot be returned online.

  • Product purchased through this page and shipped to your home can be returned in accordance with the general return policies outlined here.

When Will I Get Tracking Information?

  • Tracking information will be sent via e-mail once your package is processed for shipment. Make sure to check all inboxes, including your spam folder, if you can't find your shipping confirmation.

  • Please note it can take up to 3 days for your initial tracking information status to update.

When Will My Order Ship?

  • In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren't guaranteed unless otherwise noted.

  • Note that, unless otherwise noted, or the option to ship items separately as they become available is selected at checkout, any order that includes a pre-order item will not ship until all items are available.

  • Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted.

  • While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

I received notification my order was shipped but I still have not received it & my tracking info does not indicate the package was delivered.

  • If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can look into it for you.

  • You have up to 30-days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or refund for your missing item(s).

  • Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

How Long Will it Take My Order to Arrive Once it Ships?

  • The time it takes for your order to be delivered depends on the shipping method chosen at checkout. Please note that the shipping times are in addition to pre-order and processing timelines.

  • Shipping options include:

    • For deliveries within the US:

      • UPS Mail Innovations (5-7 days transit)

      • USPS Media Mail (2-10 days transit)

      • FedEx Smartpost (2-7 days transit)

    • For deliveries outside of the US: Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

      • APC ParcelConnect Priority DDU (Economy) (11-15 days transit)

      • APC ParcelConnect Priority DDU (Delivery Confirmation Included) (11-15 days transit)

  • Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can't control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package's location and estimated delivery date.

  • Please note that shipping delays will occur if you provide an incorrect address at checkout.

  • If your package is returned to our facility due to a shipping or delivery issue, we'll reach out to you via the email address provided with your shipping information.

  • If we don't receive a response within 5 business days, we reserve the right to cancel and refund your order.

  • This applies to all merchandise orders, including limited edition and pre-order sales.

  • Please note that in the event of an order shipping in multiple packages, we can only refund you for what has been returned to us.

Tracking Information

When will I get tracking information?

  • You'll receive tracking info as soon as your package is processed for shipment, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can't find your shipping confirmation.

  • Please note it can sometimes take up to 3 days for your tracking link to update.

My tracking link says “Label Created” but hasn't updated. What should I do?

  • We typically refer to this stage as “pre-shipment”. This could mean a couple of things:

    • Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center.

    • The carrier has picked up your package but has not scanned it into their system yet.

    • This could potentially mean it's been lost between the fulfillment center and the carrier center.

    • The carrier may need updated information in order to get your package to you and will be in touch with you.

  • If tracking has not been updated beyond this stage within 2 weeks, please reach out to us for further assistance.

My tracking says my order was delivered, but I haven't gotten it yet. Where is it?

  • Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay.

  • If you still haven't received your package after 5 days and you've checked with your neighbors in an attempt to locate it, please reach out to us and we'll do our best to help!

Lost Packages

My item was shipped, but still hasn't shown up. Is it lost in the mail?

  • You have up to 30 days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or a refund for your missing item(s).

  • If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us to look into it for you.

  • Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.

  • Shipping delays will occur if you provide an incorrect address at checkout.

Damaged, Incorrect, or Missing Items

  • If your item arrived damaged, or you received an incorrect item, you'll need to return the item(s) received prior to receiving a replacement or refund. This helps us understand what went wrong and helps to make sure we prevent similar issues for you and other customers in the future.

  • We are only able to process a refund or reshipment for damaged and/or incorrect items within 30 days from the date you received the order.

  • Please submit your damage or incorrect item claim via our self-service portal for further assistance. Please ensure you have your order number and email address used on the order prepared.

  • We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

Are These Items Exclusive?

  • During Viajando Por el Mundo Tropitour, The Viajando Por el Mundo Tropitour collection will be exclusively available (1) in-venue, and (2) through this location-gated page. As an attendee of the show, you have exclusive access to purchase this collection.

My Items Looks Different Than the Photo

What if the item I ordered arrives and it doesn't look like the photo in the store?

  • We make every effort to fully and accurately represent the product design, color, and other product description details. However, as pre-orders are in advance of production, the design team reserves the right to make certain changes if necessary to ensure the quality of the item prior to shipment.

  • If you believe the item you received differs greatly from the description, or you believe the wrong item was received, please contact us. Be sure to include a photo or two so our team can see the difference in order to better help you.

Are these products eligible for any discounts/promotions?

  • The Viajando Por el Mundo Tropitour merchandise is not eligible for discounts or promotions that apply on the Karol G Official Store.

Still have questions?