ONCE, Thank you for your interest and support for our products. Recently, due to the popularity of TWICE products, we have encountered some challenges with our website's supply capabilities. Originally, we were able to process and ship orders within 3-5 days, but currently, there may be a delay of 5-10 days (excluding pre-sale products). Please keep this in mind when placing your order.

If you need to modify information such as address, size, or even cancel the order before it ships, we are happy to accommodate these changes. Please note that due to time zone differences, there may be a delay in our response. However, we are committed to getting back to you within 24 hours.

Why Has My Order Taken More Than 2 Weeks?

If your order contains a variety of products such as clothes, keychains, cardholders, dolls, and other merchandise, it increases procurement complexity and requires coordination with multiple suppliers, leading to delays. If you have any questions, please contact our customer service first, and we will provide you with a satisfactory answer.

A few products, like the TWICE TOUR COLLECTION, despite not being pre-sale items, are in short supply. Thus, shipping times may be slower, but we will strive to expedite delivery so that fans receive their goods promptly.

Contact Customer Service

If you have any issues, feel free to contact our customer service department: support@twiceofficialstore.com. We aim to respond within 12 hours. If you haven’t received a reply within 24 hours, please check your spam folder. We assure you that we will respond to every email we receive.

Thank you for your understanding and patience.