Policy page – Antidote Studio

Shipping Policy

All orders are packaged and picked up by carrier within 1- 2 weeks due to the heavy delays from Covid-19 related issues

We offer a variety of services to ship our products worldwide (DHL, USPS)

Antidote Studio is NOT responsible for the customs clearance fee, the buyer will be liable for the charges of the customs clearance.

Antidote Studio is NOT responsible for items lost or damaged in transit. Once we hand your package off to the shipping carrier we indemnify ourselves from lost or damaged packages. However, please contact us on the contact us page and we will evaluate each incident on a case by case basis and will do our best to give you a stellar customer experience.

Common USPS FAQs

Shipping to the US: Once the postal service has accepted a shipment from Antidote Studio, we will not accept responsibility if it is lost in transit. If you are shipping to the US, we highly recommend using DHL Worldwide or a proxy service.

Why is my tracking stuck on 'Shipping Label Created, USPS Awaiting Item' or 'Package Acceptance Pending'?

The package is delivered by Singapore Post and forwarded to USPS for domestic delivery. It’s likely the package is still in the customs clearance process or USPS is in possession of your package but it hasn’t been “scanned”. It’s likely still on route to your destination. Missed scans aren’t the norm, but they do happen.

Exchange And Refunds

All in-stock and extras purchases are final sale.

We do not accept returns or exchanges unless the product is faulty.

PayPal fees (3%, minimum $1) are non-refundable.

No cancellation of orders after 24 hrs for any reason.

As the item is customised, please consider it carefully and understand from our side.

Faulty items: If you have issues with your product, you should submit a ticket via our Contact Us page for instructions. Please review purchases carefully; we will not grant any refunds on items purchased in error under any circumstances.

Refund process: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 2 to 5 business days.

Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at antidotestudio986@gmail.com.

Term of Service

Terms And Conditions

Sorry for the terms and conditions, we take you and the products seriously as we want you to have a good experience shopping with us.

You Understood that:

Orders will ship as soon as they can. For in-stock orders, you may need to wait up to 1 week for your order to be shipped due to the COVID practices put in place.

Orders cannot be modified. You may not add or remove items from your order, nor combine previous orders for shipping.

If you want an update on the group buy, refer to the update page section for more information

It is your responsibility to update your shipping address if it changes. Once the orders had been shipped changes cannot be made.

Antidote Studio Customer Service is on your side. If you need to contact us, please provide your order number and your contact information at the contact us section form and we will get back to you within 2-3 working days. Alternatively, you can also DM us on our Instagram as well.

Antidote Studio reserves the right to cancel your order at any time. This may be due to harassment of staff, history of flipping Antidote Studio products or breaking extras/in-stock drop rules.

FAQs

Will the product have extras?

Yes, we always have extras for our pre-order products. These will be available to buy when production is finished and they will be fulfilled after the original pre-order orders have been dispatched. It will be available for first-come-first-served and in limited quantity

Is there any restock planning for the product I'm interested?

It depends on the product demand. If the demand is there, we will consider restocking it!

What is pre-order?

A pre-order is a reserved process before the production starts. Normally for keyboard and keycap.

We take pre-orders for a certain amount in the period of time before the production start. The production process is the longest stage and can take 2-3 months or the longest is 5 months depending on the type of product, the complexity and other factors

What are the benefits of buying during a pre-order phase?

Prices during a pre-order is always lower than price after production

Pre-order customers receive their product earlier with some extra goods and ensure you’re able to get the product

How do i check my pre-order status? Are there any update?

Please refer to the Update page (link) for your order information. New information is posted every two weeks
Note: Estimated fulfillment dates are subject to change. These are updated diligently when we get news or new information.
Please do not email us asking for updates. The most up-to-date information is posted on the Updates page.

What causes product delays?

Please refer to the Update page (link) for your order information. New information is posted every two weeks

Note: Estimated fulfillment dates are subject to change. These are updated diligently when we get news or new information.

Please do not email us asking for updates. The most up-to-date information is posted on the Updates page.

Problem with my order!

Please fill up the contact us form with your information at the following:

Order number

Email address

A brief description on your issue

I need to change my shipping address

1. Send us a message with your information in the chatbox

2. Send us an email to support@theantidotestudio.com with your order number and your new address

It is your responsibility to update us with changes to your address. We are not responsible for orders shipped to the wrong address.

When my order will be shipped out?

For in-stock items: In-stock orders are expected to ship within two weeks.

Due to the COVID-19 pandemic, there are delays in the fulfillment process. If you ordered in-stock items and they haven’t shipped in two weeks, please contact us.

For pre-order items: We ship out pre-order orders by the estimated shipping date on the product page. This date is an estimate and can change throughout the production and fulfillment process due to delays. The latest update is posted on our Updates page.

If you ordered products that have different estimated dates together, they will ship after the last product is ready.

For example: Suppose the estimated fulfillment dates for a deskmat is September and a keyset is November. If you order the two of them together, they will ship out together in November. If you want to receive an item sooner, please order it separately.

What if my package is lost or damaged in transit?

Antidote does not accept responsibility for lost or damaged packages in transit. Please contact the shipping carrier you chose to find a solution. Bear in mind that USPS while inexpensive, is not as reliable nor does it offer insurance as does DHL express courier.

Shipping Policy

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