FAQ

What forms of payment does Forward Assembly accept?

At the moment, Forward Assembly offers PayPal as the only payment option. We will be expanding into further options later in the future. If PayPal isn't a viable option for you, further arrangements can be made by simply sending us an email at: info@forwardassembly.com

For more information on how to make a purchase with PayPal, or to make your own account with PayPal, please click here.

What is the shipping company Forward Assembly uses to send my purchases?

At Forward Assembly, our orders are shipped out via FedEx and SF Express depending on where you are located. Primarily, SF Express will be used for deliveries to Hong Kong and China, and FedEx will be used for international shipping. Below is a chart of our shipping price list.

Please ensure all information is correct when proving your shipping information during checkout. We may be required to contact you if there is any incorrect and/or missing information, which may cause delays in shipping your order. Delays may also occur due to pending payment verifications or customs clearance. 

Forward Assembly is not liable for delivery errors made due to incorrect information given.

My country isn't listed in the places that you ship to, will I still be able to make purchases from Forward Assembly?

Forward Assembly is always expanding and ever changing, if the country you reside in is not in the list above, please do not hesitate and email us at: info@forwardassembly.com and we will do our best to accommodate you.

Will I be able to track where my package is and when it will arrive?

After confirming your purchase, we will ship out your item and email you the tracking number. Once you get the email you can head over to the SF Express or FedEX website so you can know exactly where your item is.

What are these additional costs I'm charged with?

When items are purchased and sent to your country, the item you purchased will be charged with a VATS Tax as well as additional custom fees. The rates for the taxes and custom fees will be dependent on the country that you reside in.

Forward Assembly is not responsible for any Custom Duties and Taxes that will be charged to you.

I'm not sure about my purchase anymore, what is your return policy?

From the moment you receive your purchase, you have seven (7) days to notify us for a refund. After we confirm with you on the refund, you have three (3) days to ship out the item back to us at this address:

Forward Assembly
Unit 2001, Sun Hing Industrial Building
46 Wong Chuk Hang Road, Hong Kong

 Email us all shipping details as well as the tracking number. You must use a shipping method in which we are able to track down the item at any given time. Forward Assembly will not be responsible for shipping fees for item returns.

 If you notify us past the initial seven (7) days, or ship out the item after three (3) days, or use another shipping method in which we cannot track down the item, you will not be eligible for a refund.

Once the package has arrived back in our offices and we have acknowledged that there is no change to our item's quality, we will then refund you back your money. If however, there appears to be damage or quality loss to our item, you will not be eligible for a refund.

The item I purchased appears damaged when it arrived, can I exchange it for a new one?

If the item you bought is an "editioned print" or "editioned item", you maybe eligible for an exchange if there are available items left.  However, if the item you purchased is an original, we can give you store credit towards another purchase. 

In the event that your item arrives and is damaged, you must contact us within seven (7) days of your item delivery date with photos of the damaged area via email: info@forwardassembly.com. Once we receive your photos we must review them and see whether or not the item was damaged in transit.

If we have determined that the damage was done during transit, we will send you a confirmation email. From then, just simply ship the item back to us within three (3) days of our confirmation email in it's original packaging to:

Forward Assembly
Unit 2001, Sun Hing Industrial Building
46 Wong Chuk Hang Road, Hong Kong
 

Once we have received the damaged item, we will send out your exchanged item for you.

If the item was damaged during transit, Forward Assembly is not responsible for it's damages.

I had already thrown away the original packaging, how much does it matter that I send it back up with the material it came in? 

It matters greatly, as the paper that we packed the items with are Acid-Free Archival Paper (Glassine) which is a quality paper material with neutral pH levels, leaving no chemical interaction with any object it is in contact with. 

If you have already thrown away the original packaging, simply look for Acid-Free Archival Paper (Glassine) and wrap up the item as carefully as you can. If items are returned not in their original packaging or in low quality material, the item maybe damaged and you may not be eligible for a refund and/or exchange.