Order fulfillment period

All newly generated orders have a 2-hour protection period, and customers can cancel the orders during this period.

During non-working days (national holidays), force of circumstances, or products pre-order (e.g., K-pop albums), the order fulfillment period may be extended appropriately.

Order auto-cancellation

Here’s how it works:

• Once a customer places and pays for an order, a merchant won’t be able to see it for the first 2 hours.
• If the customer doesn’t cancel the order during that time, the order status changes to the approved status, and becomes visible to the merchant.
• From that time on, the merchant has several days to fulfill the order and ship it to a local warehouse for scanning, after which the order gets the shipped status.
• If you fail to ship the order within days of fulfilling it, it’ll be cancelled automatically by our system, and the customer will receive a full refund. 

Note: For pre-order albums, fulfillment time is extended for 60–75 days; thus for released albums, the maximum fulfillment duration is 14 days. For pre-orders exceeding 75 days in release and shipping, please request an extended delivery guarantee period and fulfillment time as well by sending orders' IDs.

🔥 Tip: Regularly check Orders to send and Orders to get cancelled soon to prevent any cancellation or fulfillment time mismanagement.

Order delivery request

Online shipping

According to the Joom platform's online shipping policy, products from Korea sent directly to individual countries must be shipped using designated online channels.

Other Shipping Channels

If the order delivery destination, product dangerous kind, product size, and product weight do not meet the Joom platform's online shipping policy, you have to use offline shipping.

For common shipping providers from South Korea, please refer to offline shipping rules and principles. If you want to use the logistics provider outside the list, please email merchant@joom.com to apply for the new logistics provider to join the platform list.