We’re always happy to help! If you have any questions, please contact us at sales@thegeekyforge.com and we will get back to you as soon as possible.
FAQs
Do you ship internationally?
Yes, we do!
Import duties, taxes and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility.
Please check with your country’s customs office to determine what these additional costs will be prior to buying.
Customs fees are normally charged by the shipping company or collected when you pick the item up. These fees are not additional shipping charges.
We will not under-value merchandise or mark the item as a gift on customs forms. Doing that is against Singapore and International laws.
What shipping service do you use?
We ship using either SingPost or DHL Express in a low profile box or bubble mailer with tracking!
We ship using SingPost Registered Mail with tracking for all international orders as a standard option. Delivery times usually takes up to 3-5weeks depending on the location.
There is an Express shipping option that will get your order to you a little faster and better tracking details. Note that upgraded or guaranteed shipping will cost more than the standard option. Shipment will be done through DHL Express, which usually takes up to 5-7 days from dispatched date depending on location.
How do I use the tracking number for my order?
Tracking numbers and tracking updates are handled by SingPost. When we process an order, you may receive a tracking number that will not work until it is entered in the SingPost system. This may take a couple of hours or up to a day. If your tracking number cannot be found, give it a day or two and it should work. For Domestic and Tracked international orders, you can enter your tracking numbers into SingPost Tracking Tool. You can check your order status at our Order Tracking page.
Why hasn't my order shipped?
If you have placed a multi-item order that contains a pre-order in your order, we will not ship until the pre-ordered items has arrived. Please allow up to 5 business days for us to pack and ship your order of in-stock items.
Pins on pre-order can take 3-5 weeks to ship. Please follow us on Instagram @thegeekyforge to stay up-to-date on any manufacturing delays!
I think an item is missing from my order.
If you’re missing an item from your order, don’t hesitate to contact us via my Contact Form or directly to us on Instagram. When getting in touch with us, please let us know your order number, what you’re missing from your order, and confirm your address with us and we’ll have a replacement sent out as soon as possible.
My package hasn't arrived and it's been a while, what can be done?
International customers will be asked to wait a number of additional weeks for your parcel to arrive. The amount of time we may ask you to wait has to do with the average transit time that we’ve calculated based on packages we’ve sent out to your country or region over the years. Some countries take longer to transit packages than others, so your wait time will vary.
The vast majority of the time, international parcels that have not yet arrived are being held by customs for inspection or are just running a bit late and are in the custody of your country’s postal service. If your parcel is still missing after the additional wait, please get in touch with us again.
In the event your pins are shipped back to us, we’ll refund you for the cost of the pins only. If you want them reshipped you will have to pay for shipping once more.
My package has reached my country but it hasn't arrived yet, what we can do to find out more?
Unfortunately, most international postal services do not work with us and many of them do not recognize SingPost tracking codes. If the package is already in your country, the most effective way to find out the current status is for you to contact your country or region’s postal system for more information. Generally, your local post office will work with you whereas they will almost never work with us and sometimes we may even have an issue with language barriers.
If the package is still within Singapore, we can reach out to SingPost to get more information on its whereabouts. However, once it leaves the Singapore, we can no longer inquire about its transit time, method of delivery, or handling.
Can I cancel my order and get a refund?
Of course, if you decide to cancel an order that has not yet been shipped, please contact us and let us know your order number.
We cannot issue a refund for orders once it has been dispatched.
My items arrived damaged. What do I do?
Take a photo of the damage to send to us and let us know that your items arrived damaged. You can send us a message using the Contact Form or DM us directly on Instagram. We’ll send out a replacement if we have the item in stock. If it’s out of stock, we will send a replacement as soon as we get more stock in. If the item was recently discontinued and you purchased the last one, we can offer a refund or you can pick a pin of equal value from our shop.