UNDERVERSE 2023 FAQ
FAQ is available in English and 中文. Please scroll down for 中文
ENGLISH
SALES:
Q: WHERE CAN I BUY YOUR PRODUCTS?
Items are available directly from UNDERVERSE.com for global sales and the UV TMALL for our fans in the China region.
Q: ARE ALL OF YOUR PRODUCTS PRE-ORDERS?
Yes. All products are Pre-orders unless otherwise stated.
Q: DO I PAY NOW OR LATER FOR A PRE-ORDER?
Underverse.com requires pre-order payment in full upon completion of check out. Your item will ship at a later time. Estimated shipping timeframe will always be located ABOVE the Add To Cart (PURCHASE) Button on the pre-order page.
Q: HOW LONG DOES IT TAKE FOR IN-STOCK ITEMS OR PRE-MADE ITEMS TO SHIP?
Orders for In-stock or pre-sale or LTD pre-made items are estimated to ship within 30 Days from the time of order. If it has been more than 30 days, please go to Underverse.com/contact or T-mall Underverse Store to contact our customer service according to your shopping platform.
Q: ARE PROTOTYPES THE SAME AS THE FINAL PRODUCT?
The product photos and ads you see are prototypes and not final. Some elements or designs may change on production.
Q: WHAT TIME AND TIMEZONE DO SALES HAPPEN IN?
Sales will always be at 10:00am China Timezone unless otherwise noted.
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 navigation bar or when you complete check out. This is an easy way to keep track of your order history and shipments.
Q: I USED GUEST CHECK OUT AND CANNOT FIND MY ORDER. HOW DO I FIND MY ORDER?
You will need to use your email receipt and PayPal confirmation to keep track of your order. Guest Check Out will not keep track of your order history.
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?
Free worldwide shipping is included in the cost of your pre-order unless otherwise noted. Some items may have specific shipping choices.
SHIPMENTS:
Q: WILL YOU SHIP TO MY COUNTRY?
We ship worldwide unless otherwise stated.
Q: WHERE DO YOU SHIP FROM?
We ship directly from our facilities in China.
Q: WHAT COURIER DO YOU USE?
All items ship via CHINA POST unless otherwise noted. You may track using https://chinapost-track.com/track-trace
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: I PURCHASED MULTIPLE ITEMS, BUT I ONLY RECEIVED ONE. WHAT GIVES?
Multi-item orders ship separately. Please check the Estimated Shipping Timeframe on the pre-order page to see when your item is estimated to ship.
Items do not ship in bulk, they ship when the product is ready to ship. IF a pre-order item and an in stock or pre-made item are purchased on the same order, the pre-made/in stock item will ship first and the pre-order item will ship at a later date.
Q: WHERE IS MY SHIPMENT NOTIFICATION?
Shipment notifications with tracking number will be emailed out at the time the tracking number is made available. If you haven’t received the notification, please make sure to check your SPAM folder or contact our customer service.
Q: WHEN WILL MY ITEM ARRIVE?
Arrival times will vary depending on location, country, and courier. Unfortunately, some countries may experience even longer delays. Thank you for your patience.
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: Underverse does not control the shipping software or how it lists countries in any fashion. We apologize for any distress caused.
Q: I UPDATED MY SHIPPING ADDRESS AND THE SHIPMENT NOTIFICATION SHOWS THE OLD ADDRESS. WHAT GIVES?
Your shipment notification will ALWAYS show the address that was used when the pre-order was originally placed regardless of where it is heading. This is a limitation from Squarespace’s commerce software (Please register complaints to Squarespace and maybe one day they will fix this.)
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.
Q: MY PRODUCT NEVER ARRIVED. WHAT DO I DO?
Please go to Underverse.com/contact or T-mall Underverse Store to contact our customer service according to your shopping platform. Lost items will be refunded in USD for the amount listed. Exchange rates do not apply.
OLD WEBSITE:
Q: I CANNOT FIND MY ORDER IN MY ACCOUNT HISTORY. WHERE IS IT?
If your order number is in the format of “#Pxxxxxxxxxx”, it will be located on the ‘OLD WEBSITE’ at the top of the navigation bar.
Q: WHAT IS THE OLD WEBSITE?
The OLD WEBSITE is the previous website used from October 2020 until July 2022. This website is no longer in use. It is still active for customers to view their previous order history. The previous web team is no longer with Underverse and no further maintenance will be made on it.
Q: I HAVE AN ACCOUNT ON THE CURRENT WEBSITE. HOW DO I FIND MY OLD ORDERS?
Due to technical issues, we are unable to import your previous order history on to the current website.
Q: I FORGOT MY PASSWORD ON THE OLD WEBSITE AND THE REST PASSWORD IS NOT WORKING. WHAT DO I DO?
Due to technical issues, password resetting on the old website is no longer available. We keep records of all orders placed from the Old Website. Please contact customer service to retrieve your order status.
Q: WHY DID I NOT GET A SHIPPING NOTIFICATION FOR MY ORDER FROM THE OLD WEBSITE?
Due to glitches the old website is not emailing out shipping notifications. You may log into your account to check your order if it has been updated with the tracking number.
WHOLESALE:
Q: DOES UNDERVERSE DO WHOLESALE OR RETAIL?
Yes, some products are available via wholesale. Please visit https://underverse.com/wholesale to fill the application form. Our sales representative will get in touch.
COVID-19 2023 RELATED QUESTIONS:
Q: ARE THERE CURRENTLY ANY DELAYS WITH SHIPPING?
Yes, delays are still prevalent. International shipping does still experience delays even with Express Shipping. Unfortunately, some countries may experience even longer delays depending on location and courier services. We apologize for this inconvenience, but it is simply out of our control once the item is in the courier’s hands. We will do our best to make sure your order arrives to you.
Q: HAS COVID-19 AFFECTED YOUR PRODUCTION OR PLANNING SCHEDULE?
Yes. We are subject to delays due to outbreaks and/or lockdowns to comply with China’s COVID preventative policies.
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, ISOBELLE PASCHA, etc?
YES! Underverse is proud to be the new home for all of Ashley Wood, T.P. Louise, and 7174’s original worlds! UV will continue the legacy of these cult-hit collectible toy lines in multiple scales.
Q: WHAT SCALE FIGURES WILL UNDERVERSE MAKE?
UV’s primary focus is on 1/6th scale collectible figures. We will continue to explore multiple scales and non-scale collectible figures and statues.
Q: WILL UV BE MAKING LICENSED FIGURES?
Yes! UV and Ashley Wood will be making both original and Licensed figures from some of the world’s most beloved franchises.
Q: ARE UNDERVERSE AND 3A THE SAME?
No, while UV may continue the legacy of 3A’s product with former known 3A staff, please keep in mind that Underverse is an entirely new company with all new staff and production. It is worth noting that previously known Licensed Contracts held by 3A before its closure would not be transferred to Underverse.
Q: WHO DOES YOUR MANUFACTURING?
All production is made and overseen by Underverse.
Q: WHERE ARE YOUR ITEMS MADE?
All items are produced in China unless otherwise noted.
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
UV F.A.Q. 2023更新
销售问题
问：我在哪里可以买到您们的产品？
全球用户可以直接从UNDERVERSE.com上购买，大中华区用户也可以从UV TMALL上购买。
问：您们所有的产品都是预购的吗？
除非另有说明，所有产品都是预购产品。
问：预购产品是现在付款还是以后付款？
Underverse.com要求在完成结账时全额支付预购款。您的商品将在之后发货。您可以在预购页面上的 "添加到购物车 "按钮上方查询预计的发货时间。
问：现货商品或预制商品需要多长时间才能发货？
现货，预售或限定版的订单估计将在订货后30天内发货。如果超过了30天，请根据您的购买渠道访问underverse.com/contact或联系天猫官方旗舰店客服。
问：原型与最终产品是否相同？
您所看到的产品照片和广告是产品原型，而不是最终产品。一些元素或设计可能会在生产时发生变化。
问：销售是在什么时间和时区进行的？
除非另有说明，产品开始销售的时间为北京时间10:00（GMT+8）。
问：我是否需要注册一个账户？
我们建议您注册一个账户。您可以在导航栏的顶部或在您完成结账时注册。这是一个简单的方法来跟踪您的订单历史和发货情况。
问：我使用Guest账户结账，但找不到我的订单。我怎样才能找到我的订单？
您需要使用您的电子邮件收据和PayPal确认函来跟踪您的订单。Guest结账不会跟踪您的订单历史。
问：您们接受什么付款方式？
目前我们接受PayPal。其他选项可能会在以后提供。
问：我的订单中包括运费吗？
除非另有说明，全球范围内的运输已经包括在您的预购费用中。有些商品可能有特定的运输选择。
退款/退货/取消：
问：您们的退款和退货政策是什么？
所有销售均为最终销售。请参阅条款和条件的细节。
退款和退货是由Underverse公司全权决定的。Underverse公司保留拒绝向任何人提供服务的权利。
问：我是否可以取消我的订单？
如果您是在购买后24小时内要求取消，您可能有资格获得全额退款。
在购买24小时后提出的取消请求，可能需要支付总价30%的取消费和定金。
订单取消的结果将由Underverse公司全权决定。
问：我的产品未送达。我应该怎么做？
请使用联系表格与客户服务部取得联系。丢失的产品将以美元为单位，按商品列出金额退款，请根据您的购买渠道访问underverse.com/contact或联系天猫官方旗舰店客服。
旧版官网
问：我在我的账户历史中找不到我的订单。它在哪里？
如果您的订单号的格式为 "#Pxxxxxxxxxx "，它将位于导航栏顶部的 "旧网站 "中。
问：什么是旧网站？
旧网站是指从2020年10月至2022年7月使用的旧网站。这个网站已不再使用。它仍然有效，可供客户查看他们以前的订单。以前的网站团队已不在Underverse公司，因此我们将不再对其进行维护。
问：我在目前的网站上有一个账户。我怎样才能找到我的旧订单？
由于技术原因，我们无法将您以前的订单记录导入到当前网站。
问：我忘记了我在旧网站上的密码，而且重新设置的密码也不能使用。我应该怎么做？
不幸的是，旧网站的密码重置功能已经损坏，无法修复。我们保留了所有在旧网站上的订单记录。您可以通过联系客服取得您之前的订单。
问：为什么我在旧网站的订单没有收到发货通知？
由于故障，旧网站没有用电子邮件发送发货通知。您可以登录您的账户，查看您的订单是否已经更新了追踪号码。
批发:
问：Undererverse是否做批发或零售？
是的，有些产品可以通过批发方式提供。请访问https://underverse.com/wholesale填写申请表单，我们的销售代表会与您取得联系。
运输:
问：您们会向我的国家发货吗？
除特殊说明，我们向全球发货。
问：您们从哪里发货？
我们直接从我们在中国的仓库发货。
问：您们使用什么快递？
除非另有说明，所有商品都通过中国邮政发货。您可以使用https://chinapost-track.com/track-trace 来追踪。
问：我的商品什么时候能发货？
请查看Underverse.com上的 "Shipping"页面，了解产品发货状态。一旦有了运单号码，客户将获得该号码。
问：我的发货通知在哪里？
当运单号产生时，您将会收到带有您运单的发货通知。若您没有收到邮件通知，请检查您的SPAM文件夹中的邮件或联系我们的客服。
问：我的物品何时能到达？
到货时间将因地点、国家和快递公司而异。有些国家可能会出现更长时间的延误，非常感谢您的耐心等待。
问：谁来支付任何增值税、进口税或海关费用/税款？
客户负责支付到达您的国家后可能产生的任何和所有海关、增值税费用或进口税。
*请注意，我们不能控制运输软件或它如何以任何方式列出国家。我们对造成的任何困扰表示歉意。
Covid-19 2023相关问题：
问：目前是否有任何运输延误的情况？
是的，延误仍然普遍存在。即使使用快递，国际运输仍然会出现延误。不幸的是，一些国家可能会出现更长时间的延误，这取决于地理位置和快递服务。我们对这种不便表示歉意，但一旦物品落入快递员手中，我们就无法控制了。我们将尽最大努力，确保您的订单到达您手中。
问：COVID-19是否影响了您们的生产或计划进度？
是的。我们会因中国对于新冠病毒的政策和疫情感染情况而出现延误。
一般性问题：
问：谁是Underverse公司？
Underverse是一家玩具、设计和娱乐公司，由Ashley Wood、Kenji Xiao、Lucy L、Siuyin、Gregory Prout、Jacky Chu和朋友们共同创立！每一位创始成员都带来了他们自己的想法。每个创始成员都带来了他们在设计、收藏品和娱乐行业的一系列技能和多年的经验，这些技能和经验的结合使UNDERVERSE成为一个独特而令人兴奋的公司。
问：您们会制作WWR、POPBOT、TOMORROW KINGS、ADVENTURE KARTEL、ISOBELLE PASCHA等的人物吗？
是的! Underverse很荣幸能成为Ashley Wood、T.P. Louise和7174的所有原创世界的新家！UV将延续这些作品的遗产。UV将以多种比例延续这些受人欢迎的收藏型玩具系列的遗产。
问：Underverse将生产什么比例的人物？
UV的主要重点是1/6比例的收藏级人物。我们将继续探索多种比例和非比例的收藏级人物和雕像。
问：UV会不会制作特许人物？
是的！UV和Ashley Wood将制作特许人物。UV和Ashley Wood将从世界上一些最受欢迎的特许经营权中制作原创和特许人物。
问：Underverse和3A是一样的吗？
不是，虽然UV中有之前3A的员工和IP，但Underverse是一家全新的公司。值得注意的是，合同到期前，3A所持有的授权合同不会转移到Underverse公司。
问：谁负责您们的生产？
所有的生产都是由Underverse公司制造和监督的。
问：您们的产品是在哪里生产的？
除非另有说明，所有产品均在中国生产。
注意：FAQ列表将会不定期更新。请查看 "常见问题 "页面了解更多。