WILL OUT-OF-STOCK KEYCAPS EVER BE RELEASED AGAIN?
- At Dwarf Factory, we have a craving for new ideas, new designs. Therefore, reruns rarely happen. However, we listen to our audience always. We are happy to hold reruns for collections with high request volume. You can follow us on our social platforms or submit your email on our website to stay updated.
DOES DWARF FACTORY DO CUSTOM KEYCAPS?
- Unfortunately, the current capacity doesn’t allow us to do custom keycaps at the moment.
DO YOU HAVE PHYSICAL STORES?
- Unfortunately, Dwarf Factory doesn’t have a physical store yet.
- You can always connect with us via our online platforms including our official website, Facebook, Instagram and Discord server.
WHAT IS GROUPBUY? WHAT IS THE DIFFERENCE BETWEEN GROUPBUY AND INSTOCK?
(1) Groupbuy is a kind of pre-order sale. The production only starts after the sale ends.
- At Dwarf Factory, a groupbuy usually lasts 7 days. It normally takes around 3 months to finish the production from the date sale ends. However, the estimated shipping date can be changed if the quantity of orders is over what we estimated. We will then keep you posted on any changes of the shipping date via email.
- When we start shipping out your order, you will receive an email with a tracking code and you can track your order since then.
(2) Instock products are items that are currently available and the preparation for shipping will take place within 3-5 business days right after you have completed the payment.
WHAT IS DWARF GOLD?
- Dwarf Gold is special “Money” which can only be used in Dwarf Factory system. With Gold, you can redeem exclusive benefits for member. This function is coming soon. Stay tuned!
CAN I CHANGE AN ORDER AFTER IT HAS BEEN PLACED?
- For groupbuy orders: As long as the order is not shipped yet, we are happy to support to make changes to your order. Please drop us an email to [email protected] with your order number and the changes you wish to change.
- For instock products: Since the order is prepared for shipping immediately after the order has been placed, we only accept changes within 24 hours since the order placed. However, we could not apply changes to some orders which might be done processing sooner than 24 hours. Please drop us an email to [email protected] with your order number and the changes you wish to change for prompt support.
HOW CAN I CANCEL AN ORDER AND GET A REFUND?
- We accept order cancellation within 24 hours since the order was placed. A refund will be issued accordingly. Customer is responsible for the transaction fee. Please drop us a request to [email protected]warf-factory.com for cancellation.
WHAT IF MY ITEMS ARE DAMAGED OR DEFECTED?
WHAT PAYMENT METHODS DO YOU HAVE?
- We accept:
(2) Credit or Debit Card
(3) Vietnam Domestic ATM Card (applicable for Vietnam only)
DO YOU SHIP WORLDWIDE?
- Yes. We do offer worldwide shipping and shipping fee varies depending on the shipping methods that you choose at the payment process.
- Shipping will take 3-5 days for DHL/Fedex Express and 2 weeks – 1.5 months for Vietnam Post, depending on your location.
- Note: The estimated shipping date on our webpage is the date when the parcel will be shipped out.
HOW DO I CHANGE MY DELIVERY ADDRESS?
- Please contact us via [email protected] with your order number and the new delivery address details, we will update accordingly.
- Please be noted that updated information will only be shown in our internal system.
- * Address adjustment is only applicable for orders which have not been shipped out yet.
WHAT IS THE CUSTOMS DECLARATION POLICY?
- According to the Vietnam Customs Department’s Export/ Import policy, exported products must be declared the precise worth of the product.
- Customers are responsible for import duties, taxes, and brokerage fees according to their country’s laws, regulations, and restrictions. You may check with your country’s customs office to determine if there will be additional costs.
- Should you have any concerns about customs declaration, feel free to contact us via [email protected]
WHEN IS MY ORDER DELIVERED?
- The estimate delivery date of your product(s) is written on the product page from our website, and on your invoice (order confirmation email). You can track your shipment here.
Please note that:
- Each products’ estimate delivery date varies depending on many factors, and it can be changed for some reason.
- Delivery will take 3-5 days for DHL/Fedex Express and 2 weeks – 1.5 months for Vietnam Post since the parcel is shipped out, depending on your location.
HOW CAN I BECOME DWARF FACTORY DISTRIBUTOR?
- For any business inquiry, please feel free leave us a message in “Contact us” or write us an email to [email protected], our team will contact you very soon for further details.
I HAVE A PRODUCT COLLABORATION IDEA, WHO SHOULD I CONTACT?
- Hooray, can’t wait to hear more about the idea. Please tell us more via email – [email protected] It would be cool if you can share any briefs, requirements, designs, the more details the better. Our team will get back to you very soon.