FAQ

How do group orders work?

Orders and (1st) payment for goods are collected by us ↳ More orders = lower shipping per item, until a certain threshold ↳ We place the order and ship it to our Toronto and/or Vancouver location

↳ We evenly split the cost (2nd payment) of shipping between all joiners

↳ Joiners either: pick-up their items in Toronto/Vancouver or pay for shipping (3rd payment) to their home

The primary way to do this is by splitting international shipping costs between all individuals joining the order and having them shipped to our address in Toronto and/or Vancouver. Whether we ship individual batches or just one batch to one city may vary based on the GO.

For region-specific items (such as fanmade goods), we will ship to an address that is within the area of shipping conditions, usually within Korea. By using a foreign address, we can have all orders shipped to one location by using the cheaper domestic shipping method, then have those orders forwarded together from that address to our location at once using the more-expensive international shipping - which is then split among all individuals in the forwarded package.

What are the pros/cons of joining a group order?

Pros: People join group orders to save money on shipping, to purchase goods they can not buy on their own, and to benefit from inclusion sorting.

Cons: As we are a middle person, this means group orders will take more time than shipping items directly to you. Do NOT join group orders if you are expecting your items to arrive in a certain timeframe. Also depending on what is ordered, sometimes it is cheaper for joiners to order on their own. We typically run calculations and notify joiners when it is better for them to order individually or with us.

What is your group order process?

Please note this is the general process but as each GO is unique, please refer to the specific GO form you are submitting. This entire process can take anywhere from a few weeks to several months to be completed. Please understand that group orders require patience in exchange for our volunteered time and effort. GOs are done in our personal time so sometimes it takes us longer to pack and ship orders, depending on our personal obligations/situation, how many orders we are working on (we work first to last), and the size/type of order.

1. Please read each group order form carefully (they do change!) and ensure that you are 100% committed before you submit the order form. PLEASE BE COMMITTED. It might take a while for you to get the goods so do not submit the form if you are not willing to wait and go through the process.

The form will have specific payment info on it. While we typically follow the same process, payment process/information and number of batches may vary based on the GO. Sometimes we collect payment upon order submission, and sometimes we collect it after; sometimes we ship to two cities, and sometimes to just one—please read the forms carefully!

2. Upon submission of the completed form, send the correct payment of goods (1st payment) to the specified account via PayPal or eTransfer OR wait until we send an email.

3. You will receive an order and payment confirmation email within seventy-two (72) hours/3 days. If you do not receive an email from us AFTER 72 hours, ensure that you check your spam/junk email then contact us. You should automatically receive an automated copy of your form submission. If you have, then it is likely we have received your order but are simply late in sending the confirmation email.

4. Once the deadline has passed, the group order will be placed. The numbers of batches/orders (to Vancouver and Toronto or JUST one city) will vary based on GO.

5. We will send payment emails about the international shipping fee (2nd payment) once it is available, sometimes that is right after we place the order and sometimes that is some time after. We will not be sending payment confirmation emails—if you followed instructions, sent a screenshot as proof of payment and we did not send an email to indicate there is an issue, then rest assured, we received your payment safely! When the items ship and arrive to us, we will update on Twitter and here on the Masterlist.

6. Once we receive the goods, we will confirm your delivery method, calculate and ask for the domestic shipping fee (3rd payment) if applicable. Please be patient, sorting, packing and calculating domestic shipping takes time!

For local Vancouver/Toronto pick-ups, no further payment would be required and we will begin arranging pick-ups.

It is YOUR RESPONSIBILITY to keep track of your orders if you are doing combined shipping if joining multiple group orders. We will hold your items if requested so you can ship more at once (cheaper than shipping multiple orders) but again, please communicate this to us.

We would also appreciate if joiners would communicate any changes or requirements to their delivery methods/address BEFORE this stage but please let us know ASAP. 7. Once we receive the domestic shipping payment (3rd payment), we will ship out your goods to reach you.

How long will I have to wait to receive my order?

Please understand that group orders require patience in exchange for our volunteered time and effort. GOs are done in our personal time so sometimes it takes us longer than other orders to pack and ship orders, depending on our personal obligations/situation, how many orders we are working on (we work first to last), and the size/type of order. We thank you for your patience!

Generally, we aim for a turnaround of less than 2 months from the release date, but that also depends on the number and type of orders. As we pre-order items, we have to wait for release dates, and then for the seller to ship the order. Then, we have to wait for arrival (can be between 4 days-weeks+). After we receive the items, we aim to ship most items within 2 weeks. Pick-ups are available almost immediately after arrival, but it depends on availability between us and joiners. For orders to be shipped—sorting, packing, calculating, and collecting domestic shipping takes time (especially if we require supplies). Shipping also requires a wait. For example, the Toronto post office we use (as it has more affordable shipping) is a 40-minute car trip so we are unable to do shipping trips often and prefer to wait so we can ship in larger batches.

What are your rules/terms?

We require all of our joiners to read our terms before joining. Please understand that we host group orders for free in order to help fellow fans save on shipping costs. We strive to remain as transparent as possible and would appreciate for our joiners to abide by our rules. If necessary, we will blacklist and block those who are not able to.

What does GO, EMS, DHL, and Batch mean?

GO stands for group order.

EMS is Express Mail Service and it is a shipping service, the one generally used to ship from KOR → CAN.

DHL is also a shipping service that is very similar to EMS, but typically has a higher chance on incurring fees upon delivery.

Batch means the shipping batch your order is part of. We usually have Toronto and Vancouver batches (make two separate orders sent to each city), to better help fans on either coast of the country.

What is inclusion sorting? Do you offer it? What is "balanced sorting"?

We have inclusion sorting for albums, yes. For other items, not typically.

Some items such as albums come with "inclusions"—these are photocards, posters, stickers, bookmarks, etc. Some people like to collect all/certain picks and so those who would like to can join for inclusion sorting. Joiners have a choice of opting in for this. For those who join inclusion sorting, they will rank their preference of inclusion and we will carefully unseal their album and remove the inclusions to join them in group sorting.

Balanced sorting is what we call the method we use to sort. This just means we will try our best to match preferences and ration out the inclusions as fairly as we can so joiners get as many of their top picks as possible. If that is not possible (due to demand imbalances or pull quantities), we will randomly distribute inclusions. There are no guarantees with sorting, we can only try our best to be fair to everyone.

Do you take requests for group orders?

Yes! We will be selective but please feel free to ask us! We tend to stick to official merchandise but if there is interest in other items, we're open to it.

Do you have an update on my order? When will ____ arrive? When will ____ be sent?

Most of the items we hold GOs for are pre-orders. We do not have these items on hand and once release dates past, we are also awaiting on the seller to ship the orders. Please also understand that group orders require patience in exchange for our effort. Group orders are done in our personal time so sometimes it takes us longer than other orders, depending on our personal obligations and the size/type of order. We are doing our best. We ask for your understanding and patience.

Please check our Twitter/Facebook (#IUCANUpdates) or on Group Order Masterlist for status updates. If necessary, we also email updates. We update as information becomes available so we seek your patience. If there is no update then we likely also do not know and are waiting for that information!

How can I trust you? Do you have any reviews?

Group orders require trust, from both ends as we require you to trust us to handle your items and personal information, and we trust you to provide payment and follow our terms.

Please check #IUCANProofs on Twitter and our Instagram Highlight for proof of past order deliveries.

Do you send confirmation emails?

Apart from the initial order confirmation email, no. Unless we are requesting information or providing information, we do not send confirmation emails or replies. If you follow the instructions we provide, then there should not be a problem. If there is a problem with your order/payment, we will email you.

I have a question that isn't answered here!

For specific questions about specific orders, please email us.

Contact us for other questions/concerns: Email: uaenacanada@gmail.com (preferred for group order concerns!) Twitter: twitter.com/IU_Canada Facebook: facebook.com/uaenacanada/

ORDER FORM

Why is the information here different than what is written on the GO form?

Thank you for reading carefully enough to notice!

As each GO is unique, sometimes we do things differently depending on the situation which is why we require you to read every form carefully. If there is an inconsistency between what is listed on our site and the form, then please refer to what the form says as it is specific to that GO. As always, please read the forms carefully!

I submitted my form, but I want to change my order. Can I submit another?

No. Do not submit a form twice. If you have any changes, please email us before the deadline.

PAYMENTS:

What are your accepted forms of payment?

Accepted modes of payment (in CAD only):

- PayPal family and friends (F&F)

- e-Transfer

How many payments are there?

There are 3 payments: 1st Payment: Items

Payment: Total of your items
Due: Upon submitting the order form

2nd Payment: International Shipping Fees from Korea to Our Location

Payment: To be determined; split among buyers
Due: Within five (5) days of receiving the second payment email

3rd Payment: Domestic Shipping Fees to Your Location (N/A in the case of Vancouver/Toronto pick-ups

Payment: To be determined; depends on item(s) (weight and size)
Due: Within fifteen (15) days of receiving the third payment email

*Please also note that sometimes the border assigns customs fees upon item arrival. These are random and unfortunate. If we are affected, the cost is split between the group.

What if I can't make a payment deadline?

Please contact us ASAP! While we do expect you to pay by the deadline, we understand this is not always possible. We may be willing to grant payment extensions ONLY if discussed with us BEFORE the deadline.

Can I drop out of a group order?

No. Payments are all non-refundable. We request that you read everything carefully before you submit your form to ensure that you are 930516% committed to your order, as canceling your order will not be possible once the goods are purchased.

How do I know if my payment was received?

Apart from the FIRST payment & order email, we do not always send confirmation emails! Apart from the initial order confirmation email, we do not. Unless we are requesting information or providing information, we do not send confirmation emails for payments or anything else. If you follow the instructions we provide, then there should not be a problem. If there is a problem with your order/payment, we will email you.

I got an email saying I didn't send a payment but I did?

Payments aren't counted unless you send us proof of payment (a screenshot) as indicated on the email. Please read our emails and follow the instructions carefully.

SHIPPING:

Do you have an estimate of international shipping?

No. The total will depend on the weight of the goods and the number of items ordered. We do not know this until the order closes, as many people order last minute.

Please understand if we are hesitant to give an estimate. While we may have a more accurate estimate towards the end of the order period, we do not know the exact price until at least the order closes as many people order last minute.

Do you have an estimate of domestic shipping?

Not usually. The total will depend on the weight of the goods and the number of items ordered. Please understand if we are hesitant to give an estimate. While we may have a more accurate estimate towards the end of the order period, we do not know the exact price until at least the order closes as many people order last minute.

Do you have an estimate of domestic shipping?

It largely depends on item size and weight but in general, shipping within Canada can add up. Small items that can be shipped via letter mail can be a couple of dollars. Albums and items larger than that are likely $10+ CAD tracked. We sometimes use Canada Post if necessary but we do try to ship with ChitChats (and Stallion Express for Toronto) for cheaper options.

You may use the shipping calculators linked above on the aforementioned services if you'd like an estimate! We may try estimates based on past orders and weight estimates but please note they will not be the actual price.

Where do you typically hold pick-ups?

Note: these are subject to change, especially due to COVID-19. Please refer to what is specifically listed on the form!

Vancouver - Metrotown Mall, Commercial Broadway Skytrain Station, Waterfront Skytrain Station, Lougheed Skytrain Station

Toronto - Scarborough Town Centre, Kennedy Station, Finch Station, Bloor-Yonge Station