THE FAQ IS UPDATED ON 18/10/2020
Please take note we have combined the previous FAQ and this FAQ together. You should be able to find all if not most of your questions here answered.
- If you want your "IN STOCK" order to be shipped before Christmas, cut off time is 1st December 2020.
- If you want your "PRE-ORDER" order to be shipped before Christmas, cut off time is 1st week of November 2020.
- Please note all returns, exchange and cancellation during November and December 2020 will take 1-4 weeks to process.
Normal Orders FAQ
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 delays. Please expect delays for all orders.
I selected "Free Shipping (Metro 3-4 days)(Pre-Order up to 14 days) *DELAYS* , What does DELAYS mean?
Please see item 3. 4. 5. 6. and 8.
I made and IN-STOCK order. How long till its shipped? The order is still unfulfilled.
Please allow at least 2-7 business days to process your order. These delays are caused by processing time, where it could be packing, getting picked, additional shipping time etc.
If an item have the Pre-Order Button, will it still take up to 14 work days to process?
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 (can be more than 14 work days).
My order has passed 14 work days, I didn't 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
I need an item quite urgently, should I order?
We don't recommend to order anything that is time sensitive at this point.
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)
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.
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.
Can I get a refund on my order?
Yes, you can. We also have the right to refuse a change of mind return. Any cancellations/refunds/returns will be subjected to our reward points penalty. Please also see our Terms & Conditions page
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.
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.
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.
We are currently experiencing major delays for all remote/rural/P.O.Box addresses, they may take more than 1-2 weeks to process the order.
If you would like to check if your postcode is remote/rural, kindly email us through the email below.
I thought your flat shipping fee is $15?
We have raised the shipping fee of orders below $100 to $20 for the time being. This is a temporary measure until all this is settled.
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.
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.
My order is showing unfulfilled, what does that means?
It means your order is in process.
My order is showing fulfilled, but there is no tracking.
As per item no.20, but your order has been shipped.
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 (unless you are in a remote/rural/p.o.box address).
I haven't gotten an update on my order, what happened to it?
Does you order contained a pre-order/back-ordered item? If it does, please do wait up to 14 work days. Else if its above 14 work days, please email us.
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.
Do you shipped out of Australia?
Currently we only ship within Australia, hopefully in time to come we will do other places as well.
What time do you release the pre-release pre-orders?
We list new items every Saturday (when available) 10.30am AWST.
Can you split my order?
Unfortunately, one order, one shipment. If you would like to split your order, please do make 2 orders.
There are some questions I couldn't find in this FAQ
Did you also check out our Terms & Conditions page?
What currency is on the website
All items are priced in Australian Dollars (AUD
If I can't find an item I want, can you still order them for me?
Yes, we can order almost anything unless webstore exclusive items.
How do I know if my order is already shipped?
You should received an email stating that you order has been fulfilled.
Do you allow pickup?
unfortunately pickup is not allowed. Everything is fulfilled through our warehouse and no one is allowed to visit including us.
I have an issue with my order? What Should I do?
It's simple, if there is something missing in your order, please make sure to document your shipment (ie. packaging and contents) and email us at email@example.com. We need to have these information before we can start processing.
I was charged an international fees.
There is a chance that your bank may charge a foreign transaction fee on your transaction.There is some issues with our region setting on our account. We also reimburse this amount back in our reward redemption as we have increased the value of it.
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 firstname.lastname@example.org