1) Processing (Payment completed. Preparing items) status

- The cancellation policy varies depending on the type of item

- If it is not a MEET&GREET item: Within 24 hours of transaction, request to cancel an order by going to My Account - Help Desk with the Order Number

- If it is a MEET&GREET item: You have until 30 minutes before the live broadcast to request to cancel an order by going to [My Account] - [Help Desk] with the Order Number

- Other rules: You may not cancel an order for a MEET&GREET item once the live broadcast begins: This is in order to prevent cancellations after the artist has read a message.



2) Prepared (On standby for shipping) status

- The item is ready to ship, so the order may not be canceled.

- Exceptions to the rule: If the customer insists on canceling, after the customer pays a $3 fee per item, the customer will be refunded the remaining sum.

- The imposed fee includes the cost of packaging materials, shipping, storing and packaging services



3) Complete (Shipping) status

- The item has already shipped, so the order may not be canceled.

- Exceptions to the rule: If more than 3 months have passed, and you still have not received the item and it can't be traced, go to My Account - Help Desk and leave your inquiry. You may receive a refund after discussion.



4) Complete (After receipt of item) status

- If the item is defective (missing components, missing autograph, damaged item), you may receive a refund. However, you may not exhange/return an item due to a change of heart.

- Within 3 days, go to My Account - Help Desk and request a refund with a photo of the entire box and the item

- Mwave will bear the cost of Paypal's remittance fee

- Exceptions to the rule: If a photo is not included or the request is made after 3 days, it is not refundable.



5) Customs

- Because customs policies vary by country, the customer must pay the applicable tax

- Mwave does not bear the tax.