Frequently Asked questions
Q: What is the lead time for an order?
A: Usually the kit order can be shipped within 1 week of placing order, build order will be shipped in 3 weeks. However, during this global pandemic, supply chain might be broken and things will take longer to be shipped (since we get most of our components from China, and they’re still pursueing Zero covid policy), in such case, I will contact you and let you know the situation.
Q: What are the shipping options?
A: We are offering 2 shipping options to customer in the US (USPS proxy shipping and DHL shippings ) and 1 shipping option (DHL shipping) for customer in the rest of the world.
Q: What are the differences between shipping options?
A: USPS proxy shipping is the slower and cheaper method, with this option, the package will be shipped to the US via a proxy services, the package will be untracked during this transition, once arriving the US, the package will be shipped to the final destination via USPS, you will be updated the tracking number at this phase. This will usually take about 1 month from shipping to arrival. DHL shipping is shipped with DHL express, tracking will be available and the package will arrive at the destination within 1 week. We are not able to verify international addresses, so we will ship to the address included with the order. Therefore we are not responsible the products fail to deliver due to an incorrect address.
Q: What is the warranty on your products?
A: Once receiving the order, please check if it’s fully functional and/or what you receive is exactly as your order. If there is any problem uppon arrival, I will send a replacement or offer a refund accordingly. However, after this phase, I cannot provide further services since it’d be costly to send your order back and forth to fix things. Please check your order and claim if there’s any problem within 1 week of order received. After that, we reserve the right to decline further support.
Q: What is the most effective way to contact us?
A: The best way to reach us is via Email or web form on Contact Us page. We try our best to answer all email within 1 working day; however, we’re a small team and sometimes we miss email. Please send us an email again if you don’t receive any response within 2 working days.
Q: What is your refund policy
A: All products are new and are sold “as-is”. You are responsible for your purchase and we will not issue refunds for irresponsible purchases.
Q: Does the aluminum case for the Sofle V2 fit the RGB PCB version?
A: No, the aluminum case for the Sofle V2 will fit the Sofle V2 PCB only, it cannot fit either Sofle v1 PCB or the RGB PCB.