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TITLE SUPER PLAY FAQ
POSTED BY SUPER PLAY (ip:)
  • DATE 2017-10-26
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SUPER PLAY FAQ


 


∴category – Search a key word you are looking for by CTRL + F.


· Payment


· Shipping


· Exchange/Refund


· Products


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·Payment



  • I did make a deposit, but it is not updated in the order page.

à ★EVERY DEPOSIT has to be done in 24h since you order product. If not the order will automatically cancel★

    First, SUPER PLAY provides an auto deposit checking system, which it will update the payment condition after customers make a deposit. However, if a depositor’s name and        orderer’s name are different, then the system does not work properly. Therefore, if the payment condition is not updated for a while, then please post on Q&A section with three exact information: a name of depositor, a bank you used, and amount of money you made a deposited to SUPER PLAY.


 

  • My payment didn’t go through. What should I do?

à There are various reasons for the payment error. Please check information below.


1) Please check whether pop up is blocked or not. Basically, the payment system works after the pop up is unblocked.


2) A country you issued your card and a country you are ordering has to be identical.


If they are different, then Eximbay automatically considers the order as a suspicious one, so it declines the order.


 of declining the order) A country you issued your credit card: U.S.A


                                        A country you are ordering: France



 


· Shipping


  • When is the order delivered?

à Every day, we start delivering the orders by EMS that the payments are complete until 10am (GMT+9).


  • Which countries are available for shipping?

à We are providing shipping service by EMS to 143 countries. Check whether your country is available or not from this link!

http://ems.epost.go.kr/front.EmsApplyGetDeliveryNation.postal


  • Changing an address for the shipping information

àCustomers can’t change their address for the shipping information. Therefore, please contact us in Q&A board with the information you want to change. SUPER PLAY will correct it. If the order is already in a process of delivery, then it is impossible to change the information, so please recheck the shipping information before placing an order.


  • Is there any extra import duty(customs) to pay?

à Yes, based on countries and products (especially expensive items) there is a possiblities to request to pay extra charge by your local customs center or office to receive your items. If you want to know the amount of duty in advance, please contact with your country's customs office, we are not able to give you a exact portion of the duty. It's impossible to re-send the item which was returned due to unpay the duties and in those cases you need to bear every expenses that charged while the turning back to our warehouse.


 



· Exchange/Refund


 


  • How do I refund the item?

steps to refund

  1. My shop à order history à request a refund

    *If you paid with a deposit, then post your bank account when you are requesting a refund.

  2. Return the item to this address below:

    Name: Customer Satisfaction Center

    Tel: 82+ 031-632-5507

    Address: 2592, Jungbu-daero, Neungseo-myeon, Yeoju-si, Gyeonggi-do, Republic of Korea

  3. Once the returning items reach our warehouse, their conditions will be examined. Then the payment will be refunded.



PLEASE NOTE! à Customers pay return shipping costs if the refunding reasons are changing mind, changing sizes, etc.


Situations that do not accept a refund or exchange:


  1. detaching a price tag, damages on the item.

  2. any signs of use.

  3. after 7 days of receipt.


Return shipping cost is SUPER PLAY’s responsibility if the product is already damaged and etc.


 


  • How can I exchange the item?

à We do not accept any exchange unless an item is defected or damaged.

      *Please choose a size and color of the merchandises carefully before purchasing them.


  • I received a defected item what can I do?

1) Please send photos of the damaged or defective item through Q&A board.

2) After checking the damaged item by photos, we will send you the same item.


  • What if I received the wrongly shipped item from my original order?

à If you receive a wrong item, please contact us though Q&A board or help@thesuperplay.com. We will assist you to get exchange with your original item and related extra cost (returning + reshipping fee) will be in responsible by us.


 


· Product


  • I want to order the item but it is out of stock. When will it be restocked?

à By various conditions, we decide to restock the item or not. When it is confirmed to restock the item, SUPER PLAY will post a notice in our official website and SNS.


  Facebook - https://www.facebook.com/theSUPERPLAY/


Twitter - https://twitter.com/the_SUPERPLAY


 

  • Which size does the item fit on me?

à In case of size, it is really hard to recommend you a specific size. It depends on customers’ body shape, height, weight, etc. Therefore, please check the size information we posted in the item detail information section.

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