FAQ

Frequently Asked Questions

Order

When will my order be processed? 

Pre-orders are processed after their designated closing dates. Regular orders are typically processed within 3 business days after being placed.

Can I refund my order?

All sales are final, and we are unable to provide partial or full refunds once an order has been placed.

Refunds are only eligible within 14 days of purchase if the product is found to be defective. To report a defective item, please contact us by email and include your Order Number along with photo proof of the defect.

Can I exchange my order? 

Pre-Orders are not eligible for exchange. Normal orders are eligible for exchange within 14 days of purchase. Additional shipping cost will incur. Please contact us through email for exchange inquiries. 

Shipping

Do you shop internationally?

Yes, we ship worldwide. Shipping rates vary depending on your location.

Please note that we are currently transitioning warehouses, and some items may be shipped using standard postal rates. Free shipping still applies for orders meeting the following thresholds:

  • Canada: Free shipping on orders over $150 CAD (standard postal rates only)

  • United States: Free shipping on orders over $250 CAD

How long does shipping take?

Pre-order items will have their estimated shipping dates listed in the product description. In general, production and fulfillment may take 2 to 6 months, depending on the complexity of the item. Please note that these timelines are estimates, and orders may ship earlier or later than expected.

Product

Where do you get your products?

We collaborate with original artists and creators within our community to design our products. Production is carried out by trusted manufacturers in North America, China, and Japan. All product rights are retained by us, and we credit the contributing artists and designers where applicable.

Are you drop shipping your products?

We do not dropship our products to ensure higher level of quality and standard. 

Why does my product look different from your website?

The product images on our website have been processed with artificial lighting for display and demonstration purposes. The product itself will not look any different from the displayed pictures unless it's a Pre-Order item. 

Do you sell your products anywhere else?

Currently you may only find our products for sale through our official website (This website) and at conventions that we host/attend. All other channels of sales are not official, and we will not be responsible for any financial or materialistic loss resulting from unofficial transactions. 

 

If you have any other questions, please feel free to reach out to us through email: hello@phase-connect.com or using our Contact Us page.