UNDERVERSE FAQ

FAQ is available in English and 中文. Please scroll down for 中文


ENGLISH

SALES:

Q: WHERE CAN I BUY YOUR PRODUCTS ONLINE?
Items are available directly from UNDERVERSE.com for global sales and the UV TaoBao store for our fans in China.

Q: WHAT TIME AND TIMEZONE DO SALES HAPPEN IN?
Sales will occur at 10:00am Hong Kong (China) Timezone unless other wise noted. Always Hong Kong (China) Timezone. We are a Hong Kong (China) and China based company.
Please check sales details of the item on our ‘NEWS’ section of the website for an announced time. 

Q: DO I NEED TO SIGN UP FOR AN ACCOUNT?
It is recommended that you sign up for an account. You can register at the top of the page. This is an easy way to keep track of your order history and shipments.

Q: WHAT PAYMENTS DO YOU ACCEPT?
Currently we accept PayPal. Other options may be available at a later time.

Q: IS SHIPPING INCLUDED IN MY ORDER?
No, shipping is not including in your order. Customer pays for shipping unless otherwise noted. We will provide the best rates available at the time.

Q: WHO DOES YOUR MANUFACTURING?
All production is made and overseen by Underverse.

Q: WHERE ARE YOUR ITEMS MADE?
All items are made in China unless otherwise noted.

REFUNDS / RETURNS / CANCELLATIONS:

Q: WHAT ARE YOUR REFUND AND RETURNS POLICY?
All Sales are Final. Please See Terms and Conditions for details.

Refunds and Returns are at the sole discretion of Underverse.
Underverse reserves the right to refuse service to anyone.

Q: AM I ABLE TO CANCEL MY ORDER?
If you are requesting a cancelation within 24 hours of purchase, you may be eligible for a full refund. Cancelation requests after 24 hours of purchase may be subject to a cancelation and non-refundable deposit fee of 30% of total price. 

Approved cancelations are at the sole discretion of Underverse.

SHIPMENTS:

Q: WILL YOU SHIP TO MY COUNTRY?
Yes, we ship items worldwide.

Q: WHERE DO YOU SHIP FROM?
We ship directly from our facilities in China and Hong Kong (China). Occasionally, we may ship items from the USA.

Q: WHEN WILL MY ITEM SHIP?
Please check the ‘SHIPPING’ page on Underverse.com for all Shipping Status Updates. Customers will be provided a Tracking Number as soon as it is available.

Q: WHEN WILL MY ITEM ARRIVE?
Arrival times will vary depending on location, country, and courier. Most regions can currently expect a 45 to 73 day window from shipment to arrival. Unfortunately, some countries may experience even longer delays. We apologize for this inconvenience, but it is simply out of our control. We assure you, you will receive your order. (as of June 22, 2020)

Q: WHO PAYS FOR ANY VAT, IMPORT, OR CUSTOMS FEES/TAX?
Customers are responsible for any and all Customs, VAT Fees, or Import Taxes that may incur upon arrival to your country.

*Please note we do not control the shipping software or how it lists countries in any fashion. We apologize for any distress caused

COVID-19 RELATED QUESTIONS:

Q: MY COUNTRY IS NOT ACCEPTING INTERNATIONAL POST. WILL YOU STILL SHIP TO ME?
If your country is currently not accepting international shipments or specifically shipments from China, we will hold your item and contact those customers individually to go over the best options available.

Q: IS IT SAFE TO OPEN A PACKAGE FROM ABROAD?
Yes, it is safe to open a package from abroad. Production and Shipping are done in sanitized facilities.

Q: ARE THERE ANY DELAYS WITH SHIPPING?
Yes, delays can and will absolutely be expected during the pandemic. International shipping is experiencing significant delays even with Express Shipping. Most regions can currently expect a 45 to 73 day window from shipment to arrival. Unfortunately, some countries may experience even longer delays. We apologize for this inconvenience, but it is simply out of our control. We assure you, you will receive your order. (as of June 15, 2020)

Q: HAS COVID-19 AFFECTED YOUR PRODUCTION OR PLANNING SCHEDULE?
Yes. It would be difficult to find any industry or person that has not been affected by the virus. For UV, we are adapting to these changes and delays on a daily basis and taking the necessary precautions to keep our staff, our production team, and our fans safe.

GENERAL FAQ:

Q: WHO IS UNDERVERSE?
Underverse is a toy, design, and entertainment company founded by Ashley Wood, Kenji Xiao, Lucy L, Siuyin, Gregory Prout, Jacky Chu, and friends! Each founding member brings with them a set of skills and years of experience within the design, collectible, and entertainment industries that when combined make UNDERVERSE such a unique and exciting company.

Q: WILL YOU BE MAKING FIGURES FROM WWR, POPBOT, TOMORROW KINGS, ADVENTURE KARTEL, etc?
YES! Underverse is proud to be the new home for all of Ashley Wood, TP Louise, and 7174’s original worlds! UV will continue the legacy of these cult-hit collectible toy lines in multiple scales.

Q: WILL UV MAKE 1/12th OR 1/6TH SCALE FIGURES?
Both! As we are starting from scratch on most projects, it will just take us time and we can’t wait to show you what we have coming up!

Q: WILL UV BE MAKING LICENSED FIGURES?
Yes! UV and Ashley Wood are already working with some of the world’s most beloved brands! (they’ll be announced when we can announce).

Q: WHAT HAPPENED WITH ‘X’ LICENSE?
Please keep in mind that Underverse is an entirely new company. Any previously known Licensed Contracts held by former 3A staff that are involved with UV would not be transferrable or would have been rendered void with 3A’s closure.

Q: WILL YOU BE ATTENDING ANY EVENTS?
Currently all 2020 event planning is off. As soon as it is safe to attend events (shows, conventions, industry, etc) we will!

NOTE: More Q’s will be A’d and added to this list as they come up. Please check the FAQ page for further updates.


中文

购买:

Q: 在哪里可以在线购买UV的产品?
官网支持全球用户购物,您可以从UNDERVERSE.com官网直接购买心仪的产品,UV 中国玩家建议从淘宝官方店铺选购下单。

Q:一般按照哪个时区的时间发售?
因公司坐落于中国以及中国香港地区,所以发售将依据中国时区进行。发售时间多选在上午。请持续关注网站“NEWS及Underverse官方社交媒体平台以查看不同产品的详细信息以及发售时间。

Q:官网需要注册帐户吗?
建议您注册网站帐户以便查看您的历史订单以及发货信息。点击网页顶部按钮即可注册。

Q: 支持什么付款方式?
目前,我们支持PayPal。但未来会提供更多付款选项。

Q: 包邮吗?
除特别注明外,用户需自行支付相应运费。官网将提供优惠的运费价格。

Q:制造商是谁?
所有产品均由Underverse监管制造。

Q: 商品是什么地方生产的?
除非另有说明,所有产品产自中国。

发货:

Q:商品可以发到我的国家吗?
是的,官网支持全球发货。

Q: 发货地是哪里?
中国以及中国香港地区。某些情况下,我们也从美国发货。

Q: 什么时候可以发货?
请浏览官网Underverse.com的“SHIPPING”页面以便了解发货状态以及物流更新。发货后,将生成相应的物流编号提供给您。

Q:什么时候能收到货物?
到达时间因地点、国家以及当地物流速度而异。

Q:增值税、进口税或关税由谁承担?
收货地址所在国所产生的所有海关,增值税费用,或进口税由客户自行承担。

COVID-19相关问题:

Q: 我的国家国际运输服务已暂停,还会发货吗?
如果您所在的国家目前不接受国际货运或某些国家发出的快递,我们会暂时保管您的商品,并与您联系以了解情况做出最佳选择。

Q: 国际包裹安全吗?
是的,国际包裹是安全的。生产和运输均于消毒环境中进行。

Q: 运输会有延误吗?
是的,新型冠状病毒期间,快递会有延误情况的出现。国际航运即便是特快快递也面临着严重的延误。大多数地区预计从发货到到达时间为24到48天。一些国家所需运输时间可能会更长。对此带来的不便,我们深表歉意,但物流运输速度周期不在我们的控制范围内,但我们向您保证,您会收到您所订购的心仪商品。

Q: COVID-19对生产或计划进度有没有影响?
疫情对我们有一定的影响。无论是企业还是个人,都直接或者间接的受到了疫情的影响。UV根据变化与延迟正积极地进行着不断的调整,并采取必要的预防措施,以确保我们的员工、生产团队以及UV玩家的安全。

常见问题解答:

Q: 什么是UNDERVERSE?
Underverse是一家由Ashley Wood、Kenji Xiao、Lucy L、Siuyin、Gregory Prout、Jacky Chu及一些朋友们一起创建的分享玩具设计以及娱乐的公司!每一位创始成员在设计,收藏以及娱乐领域的有着多年的丰富经验,从而组成了UNDERVERSE这样一个独特的公司。

Q: 会有WWR,POPBOT,明日之王,冒险卡特尔等系列产品吗?
会的!Underverse很荣幸能够成为Ashley Wood、TP Louise和7174原创世界的新家!UV将会继续大规模推出这些广受欢迎的收藏玩具系列。

Q: UV会推出1/12还是1/6比例的人偶?
都会!由于我们一些项目都是从零开始,需要一些时间来筹备进行。我们已经迫不及待地想与你们分享接下来的精彩内容了!

Q: UV会推出授权合作人偶吗?
对的!UV和Ashley Wood已经在与一些全球最受欢迎的品牌进行合作了!(时机成熟的时候会予以公布)。

Q:“某某”授权现在什么情况?
Underverse是一个全新品牌。任何已知的由前3A持有的授权都无法转让,并且在3A关闭后直接终止了。

Q: UV会参加什么线下活动吗?
目前,所有2020年活动计划都已暂停,处于待定状态。安全的情况下,我们参加一些活动与你们相见的(展出、展览等等)!

注意:未来更多问题将在FAQ中得到解答。请持续关注FAQ。


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