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Frequently Asked Questions. - Will continue to update

What shipping methods are used?
I've placed my order and I haven't gotten an update in a few days. What's my status?
I've submitted my artwork but have not gotten any confirmation.
Why do orders take up to 14 days?
My stuff hasn't shipped yet. What's my Status?
I sent an email and haven't heard back in a few days, what gives?
I didn't get any email confirmation after my order. Didn't get the artwork instructions either.
Why is foreign shipping so expensive?
Can I add an item to an existing order without extra shipping?
What if my plexi gets damaged during shipping?
Can I return or exchange my order?
What if I want a refund or cancel my order?
Do you have Plexi's for the new SSF4 TE-S?
Plexi cover for Mad Catz SE Stick?
What about covers for other sticks like the Wii FightStick, HRAP EX 2, etc?
Can I order custom plexi's for my personal projects, or for fight sticks not covered in your products section?
Can I do a local pickup?


Q : What shipping methods are used?
A : We use USPS. Plexi covers will either be shipped Priority mail or First Class depending on weight. Items that weigh under 13oz will be shipped First class.

Q : I've placed my order and I haven't gotten an update in a few days. What's my status?
A : Unless there is an issue or question regarding your order, the only email from us would be your order confirmation email.

You will get shipping confirmation from paypal when your item ships. Please make sure to check the email you used for Paypal to make sure you are receiving email to the correct account. We have had people using a different email for their paypal, than is used for their order information.

If you don't receive any paypal shipping info after 14 days, then please contact us with your order number so that we may review your order.

Q : I've submitted my artwork but have not gotten any confirmation.
A : The only confirmation for your artwork submission will be from the green text that says "Successful Upload" from the website uploader. If you did not get that message or have had issues with the uploader, please contact us.

Otherwise, unless there is an issue with your artwork, or we haven't received it by the time we work on your order, there will not be any contact from us, regarding your artwork.

Q : Why do orders take up to 14 days?
A : The majority of our products are made to order and customized so such a process does take time. Even if an order may appear simple, there is still a "line" for our production.

We also take extra care of your items by applying a coat of plastic polish to all plexi covers, and individually bag the pieces. We do not just give you the raw cut and tell you to peel the masking and clean it yourselves.

When we can finish your order sooner, we will ship sooner. We do not wish to hold your order longer than is necessary. Thanks for your patience and understanding.

Q : My stuff hasn't shipped yet. What's my Status?
A : Please recall that it can take 10 to 14 days to create and ship your order. If 14 days hasn't passed yet, please be patient as we are usually working under a pretty heavy load.

If it has been more than 14 days then please feel free to email me with your order number so I can double check your order.

Q : I sent an email and haven't heard back in a few days, what gives?
A : Because our operation is relatively small, we do not have a dedicated customer representative to review all our emails. In fact, the only person qualified to give you accurate information is me (Arthur). As such, my time is very limited to answer emails since I have to concentrate on working on your order. If I'm going through email the whole day, your custom order isn't getting done. That is why I have to take time to prioritize and respond to a limited amount of emails per day.

So if you don't hear back from me after a few days, please review the "How to Contact" me section and make sure your email is correctly formatted. If it is time sensitive or it has been a while, feel free to send me a reminder email.

Q : I didn't get any email confirmation after my order. Didn't get the artwork instructions either.
A : You should receive two emails when your order is placed. One is from Paypal telling you your order has been placed and funds are withdrawn from your account. The second email is directly from us which gives you your order information and invoice number. If you did not receive the 2nd email, from us, within 24hrs, please contact us to review your order. It could be something simple as a hiccup in our email system, or a misspelled email, but on rare occasions it could be an issue with Paypal and it needs to be addressed asap.

In some rare cases, Paypal's system doesn't correctly contact my server to make the appropriate updates. This is uncommon, but has occurred. In this situation we will need to make some manual adjustments to your order to properly process it.

Another known issue is if you're using SBCGLOBAL as your email, it seems to be blocking our server emails. We have no idea why. Try to contact me with a different email if you have an SBCGLOBAL email.

Q : Why is foreign shipping so expensive?
A : Our shipping rates are based on US Postal rates for priority shipping for at least 1 to 2 lbs. If you feel the shipping rates are a bit costly, may we suggest perhaps checking with your gaming community for a group interest to combine orders into one package. Please keep in mind that I do not control the shipping rates, it is all based on the US Postal services.

For items that are under 13oz, we will ship first class International, and will be cheaper. Orders that exceed 13oz will fall under the 1lb to 2lb rates.

Q : Can I add an item to an existing order without extra shipping?
A : Item additions to an order will be reviewed on a case by case bases. If an addition is to be made shortly after the the order was placed, it is usually better to cancel the order and place a new one. Because we can be completely swamped with orders, it's difficult to remember such a request, and writing down notes to an order that won't be processed for a week or so just gets messy.

If an order needs to be added, please email us with your order information. We will try to respond with a solution. If you do not hear from us, please don't wait too long to email us again a reminder, as we may not always get the email on time, the first time.

Also please keep in mind that additions to the order may increase the production time of that order.

Q : What if my plexi gets damaged during shipping?
A : Plexiglas is pretty resilient. But once in a while a package can be mishandled and stuff happens. Should any shipping damage come upon your order, we will replace it.

In that situation, please email us with your order number and with the subject pertaining to the damage. The correct subject line is important for us to address your issue quickly. If you only email us with the subject of "Hey", or "RE: Order Confirmation", we have no idea how urgent your email is when we have a huge influx of email.

Please also include a picture of the damage and any damage that may have incurred on the box. This will help us report the carrier mishandling. Once that information is gathered, we will work on a replacement for you.

Q : Can I return or exchange my order?
A : Sorry, once the order is shipped, there is no refund or exchanges. We do not resell a 2nd hand cover, regardless of its condition. All our covers are sold brand new and off the laser cutter, so we cannot take back items.

Q : What if I want a refund or cancel my order?
A : We can work with you as long as it's reasonable. If you don't like the way we're handling your order, or it's taking way too long, or there's a mistake when submitting your order, then Sure, no problem. But if you contact us 1.5 weeks later and we've already made your prints and customized cuts... we'll have to review some options.

Q : Do you have Plexi's for the new SSF4 TE-S?
A : Actually all the TE plexi's will work with the new TE-S. More detailed info here: Madcatz SSF4 TE-S Plexi Compatibility

Q : Plexi cover for Mad Catz SE Stick?
A : I apologize, but there are currently no plans to work on a plexi for the SE stick. While I can bend plexi to fit the slight slant on the SE, the plexi will not tightly hold its position without screws on the bottom. Due to this limitation, I will not be making plexi covers for the SE.

Q : What about covers for other sticks like the Wii FightStick, HRAP EX 2, etc?
A : As new fight sticks are becoming more popular, the old ones are phasing out. At this time, we would prefer to concentrate on the new generation fight sticks.

Q : Can I order custom plexi's for my personal projects, or for fight sticks not covered in your products section?
A : At this point, with the heavy workload, we are unable to accommodate custom plexi requests outside our current product line.

Q : Can I do a local pickup?
A : Sorry, we no longer do local individual arrangements. Some occasions we may be at a Tournament with limited items on hand, but the majority of our transactions are handled online.
 
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