COVID-19 FAQ

THE FAQ IS UPDATED ON 10/8/2020
Please take note this FAQ supersedes all the other FAQ & Terms & Conditions. 

  1. Will my order/pre-order/backorder have delays? 
    Yes, all shipments have delays. Please note all orders after March (1/3/20) 2020 will have massive delays. 
  2. I made and IN-STOCK order. How long till its shipped?
    Please allow at least 2-5 business days to process your order.
  3. If an item have the Pre-Order Button, will it still take up to 14 work days to process? 
    Yes and No. GW is now fully operational but there may still be a slight chance of delay. Please expect some delays (This applies to orders from 20/5/2020 only, if you orders are before the said date, please do expect more delays as they are being processed). Some items may take longer to process. 
  4. It's passed 14 days, I didnt receive any updates?
    Please make sure its at least 14 work days (exclude Saturday,Sunday, Public Holidays) and if it does then one of your item in your order is taking longer to process as per no.3
  5. I need an item quite urgently, should I order?
    We don't recommend to order anything that is time sensitive at this point.
  6. How do I know my order is a Pre-Order/Backorder or In-Stock?
    Black Button is Pre-Order/Backorder whereas Red Button is In-Stock. Please note there is a wait time of up to 14 work days for all pre-order/backorders. (Saturday, Sunday & Public Holidays are NOT work days)
  7. NEW RELEASES pre-order. Will these arrive to me on release day?
    Unfortunately, we cannot promise anything at this point as there is a lot of delivery delays. We ask that you expect delays if you are to make any NEW RELEASE pre-order.
  8. What safety measure are we taking to ensure minimal cross contamination?
    Packing team in the warehouse are working in complete isolation, in protective gear and there is a complete stop-work order if they are feeling unwell.
  9. Can I get a refund on my order? 
    Yes, you can but we do ask if you could wait it out as we have place the order and any cancellation will affect our business and cash flow. We hope you understand. Also we have the right to refuse a change of mind return. Any cancellations/refunds/returns will be subjected to our reward points penalty.
  10. If I still would like to make an order, should I? 
    Please make sure that you can wait through the delays else we ask that you don't make the order until everything settles.
  11. If the website is showing Add to Cart instead of Pre-Order, will delays apply to it as well?
    Yes, there would still be shipping delays. Probably not as much as pre-order or backorder. Please expect from 3 work days to 5 weeks to receive your item. This will also depends on your location.
  12. I am not sure if the item you (Mperor) have is in stock, if it's not in-stock could you refund the order?
    We ask that you do not make the order and get in touch with us before making any orders. Any refunds made during this period will still get the cancellation penalty. 
  13. We are currently experiencing major delays for all remote/rural addresses, they may take more than 1-4 weeks to process the order. 
    If you would like to check if your postcode is remote/rural, kindly email us through the email below.
  14. I thought your flat shipping fee is $15?
    We have raised the shipping fee of orders below $80 to $20 for the time being. This is a temporary measure until all this is settled. 
  15. I ordered the Indomitus boxed set, when will it be shipped?
    The item should already been shipped or in process, if the item is mix with a few other items, please expect delays.
  16. If my Indomitus (Wave 1) order confirmed?
    Yes confirmed and it is in process, if not it has already been shipped out.
  17. I ordered the Indomitus (Wave 2), when will it be shipped?
    It will be shipped on Q4 2020 (Oct, Nov, Dec). If you have added items to that order, they will be shipped then as well, therefore we don't recommend adding order to the wave 2 orders.
  18. I am not sure if I want to wait that long for the Indomitus (Wave 2) order.
    We ask that you refrain from making the order as the made to order will take a while to arrive.
  19. I downloaded the shop app and couldn't see the tracking?
    All tracking are kind of delayed. Do contact us if you have not receive your parcel after 7 working days after you received the fulfilled notification.
  20. I haven't gotten an update on my order, what happened to it?
    Does you order contained a pre-order/back-order item? If it does, please do wait up to 14 work days. Else if its above 14 work days, please email us.
  21. I am in Victoria, will there be any additional delays to my shipment?
    We ask that you expect additional delays whether if your postcode is both rural or metro as there is a curfew in place. We are expecting additional 5-10 working days on top of any delays.

In general, we ask you our customers to work with us through this difficult time and lets persevere and get this of this virus! 

If you have any further questions please email us on info@mperor.cc