Shipping FAQs

After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3-5 business days. Generally all orders are sent out in 3 business days.

When will I receive my items after I place an order?
Delivery times vary based on the destination country. Check here for estimated shipping times for various regions. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the destination country. We will always prefer the most appropriate shipping carrier for our customers for faster shipping. Our goal is always fast and secure delivery of items to our customers.

How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online on our tracking page. Also you can check it from 17track or the postal service tracking of your country

Why is my tracking number invalid?
The tracking information normally appears after 3-5 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history. We would advise you to contact our dedicated Customer Service Department at support@btsmerch.com and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. BTS Merch do not add taxes, VAT, duty, or any other hidden charges. 

Payment Methods

We accept all major debit and credit cards including Visa, MasterCard, Discover, Diners Club etc as well as PayPal payments for secure online payment. You can pay with your debit or credit card in the PayPal gateway itself by selecting "pay by credit/debit card" or "guest checkout" option while checkout. No PayPal account is needed to complete your payment.

Refunds/Returns

Under which circumstances would an item be able to be exchanged or returned?

Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
Mis-shipment:
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.                                                 
Items not received:
In case you didn't receive your items under our guaranteed time frame of 50 days excluding 3-5 days processing, then you can immediately request for a refund.

NOTE: Due to PayPal's new refund policy, a full refund will not include the PayPal fees that are retained by PayPal.