Q1: Can I change or cancel my order?
Unfortunately, we are unable to modify or cancel an order once it has been placed. Please review your order carefully before completing your purchase.

Q2: Why was my order canceled?We reserve the right to unilaterally cancel orders if the shipping address has a record of high-price reselling, a single order exceeds a reasonable quantity, or multiple suspected associated accounts place bulk orders.

Q3: Can I change the payment method for my order?
The payment method cannot be changed after an order has been submitted.

Q4: When will my credit card be charged?
For both pre-order and in-stock items, a payment authorization is placed on your card at the time of purchase. The specific timing for when the funds are formally captured and charged by your bank may vary. Please contact your card issuer for details on their processing timeline.

Q5: My order hasn't arrived yet.
First, please check if your order contains any "Pre-order" items. If you ordered both pre-order and in-stock items, they will be shipped together once all items are available. If your order contained only regular in-stock items, please contact us by customer service email at JJKPPstore@biligames.com for assistance.

Q6: Can I change my shipping address?
Once an order is placed, we are unable to change the shipping address, regardless of whether it has shipped. Please review your order details carefully before completing your purchase.

Q7: What are the shipping costs and delivery areas?

• A standard shipping fee of $8.99 USD applies to all orders shipped within the contiguous United States (non-remote areas).Orders shipped to the following remote areas will be subject to a shipping fee of $17.99 USD.
• Alaska
• Hawaii
• Puerto Rico
• U.S. Virgin Islands
• We currently ship within the contiguous United States. Please note that we are unable to deliver to PO Boxes, APO/FPO/DPO (Military) addresses, or international destinations.
• For more details, please see the Shipping Information section in our [User Guide].

Q8: How do I return or exchange an item?

• To initiate a return or exchange, you must first contact us Please by customer service email at JJKPPstore@biligames.com with your name, email address, order number ,product name, purchase date.
• Unopened, unused items in their original condition and packaging are eligible for return within 30 days of delivery.
• If you have received a product that was damaged during shipping or appears to be defective, you must notify us within three (3) days of delivery. We will assist you with the claim process with the carrier or insurer. If you have any questions regarding this process, please contact Customer Service.
• For the complete eligibility criteria, rules, and non-returnable items, please read the full [Return & Exchange Policy] in our [User Guide].

Q9: What if my package is returned to you?
Upon receiving and inspecting the returned item, we will process your exchange or refund and notify you via email. Refunds will be issued to your original payment method. Processing times depend on your financial institution.

Please Note:Returns shipped to us without prior notification and authorization cannot be accepted, and we are not responsible for storing or returning such items.

Q10: Can I shop without creating an account?
No. Account login is required to complete a purchase. Pleasecomplete account registration before checking out.

Q11: I didn't receive my account registration or order confirmation email.

• Please check your spam or junk mail folder.
• Ensure that you have entered your email address correctly.
• Add @biligames.com to your email client's safe sender list to prevent our messages from being blocked.

Q12: When will a product be restocked?
We are unable to provide individual notifications for product restocks or release dates. Please follow our official social media channels for the latest updates.

Q13: How can I provide feedback or suggestions?
We value your input! You can submit your feedback via our customer service email at JJKPPstore@biligames.com. Our team reviews all submissions, but due to volume, we may not be able to respond to each one individually.