What is the process for new products?
- New products are often labeled as a [PREORDER]. This means that sampling is done and the final product sample has been approved of. The number of orders will be first accepted and then consolidated. Only then will it be sent for bulk production before shipping to me and then further distributed.
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How long does [PREORDER]s take to arrive?
- It depends. ETA will be stated in the update tweets and on the product description. Different products have different manufacturing durations and processes.
When there are delays, please refer to #esuupdate on twitter for the latest information. If there are extensive delays up to a few months due to manufacturing faults, it will be explained via e-mail and a refund may be offered.
You may also DM me or email me for updates on your order and I will gladly reply to it usually within 24hrs.
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Can I get a refund on a [PREORDER] item?
It is taking too long to ship.
- Please understand that manufacturing takes time. Usually 1 or 2 months to process and finally shipped to me. The orders have already been accounted for and paid with the money I received from the order. Please manage expectations on shipping time as this is a small business and I am the only person managing it on top of a day job.
If you still insist on a refund, I will be willing to do so as I don't want more stress than necessary. But please read the return policy carefully. Platform fees will not be refunded (I don't receive them anyway) if it is not due to a delay or fault on my part.
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Are all orders sent out via Tracked Shipping?
- No.
Please refer to the Tracked Shipping tab for more details. Tracking number is only given when you add Tracked Shipping to your order. Otherwise, it is all normal basic untracked mail via Singpost.