Order status & tracking

  • All orders will be notified as Processing/Shipped.
    When your order is shipped out, we will update a tracking code via email so that you can stay up-to-date with your order status.
  • For VN Post, it will take up to 1.5 months from the shipping date to reach you. For any lost/returned package, we will still be happy to send you another one (if the product is still available in our stock)
  • Please note that for VN Post, your parcel shall be sent directly to your doorstep/mailbox without any notice.
  • From October 1st, we will use proxy to ensure your parcel’s safety for US & CA. It shall arrive within 10 days since you receive your USPS tracking code via email.

 

Replace & Refund Policy

Replace:

  • All products which are shipped out will be under our guarantee services. If you have any issue with stem/surface of the product, please kindly contact us. We are always here to support!
  • Please also help us to note that our keycap is 100% handmade keycap. Hence, There might be some minor issues that we’d love to seek for your understanding.

 

Refund:

  • Since we work hard to proceed your order faster, you can’t be refunded after 24 hours since payment date. For all the refunds, please understand that you will need to be responsible for the International transaction fee (if any).
  • For all orders that are already shipped but they have not arrived after 3 months (12 weeks) from the shipping date, we will need to file the complaint & check with the Post before any compensation. For any confirmed lost parcel, we will send out the new one immediately or we will send you store credits for your next order.

 

Shipping & delivery policy

Shipping:

  • All orders are shipped via DHL Vietnam Or Vietnam post. It often takes a week or 2 to handle before shipping out.
  • Shipping fee included in invoices and paid by the buyer.
  • Please don’t provide us addresses under PO Boxes, military and restricted areas, all naval ports and Jurong Island. All of carriers on Earth refuse to ship to these areas.
  • Once your order is shipped out, you’ll receive a notification via email with the tracking number. Please keep track of your parcel via the courier website using that number. In case the delivery status is not updated appropriately, please kindly contact the courier and Dwarf Factory for prompt support.

Taxes, Duties & Tariffs:

  • 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.

Mode of payments:

  • We accept Paypal, Vietnam ATM, Visa Credit/Debit Card.