Frequently Asked Questions

Product

All products will be in stock otherwise stated as out of stock from the website’s system.

Please contact us at sales@themaskedstudio.com with your order number and photos / videos of the issues found.

Services

We do not offer commissioned builds at the moment, but this service will be available soon.

Yes, I do offer repair services for keyboards not purchased from me. I’ll do my best to ensure your keyboard is fixed to the highest standard.

Orders

We provide custom selection to your customised build, simply pick your favourites or contact us at sales@themaskedstudio.com / +65 89020036
for advice on your requirements and preferences. Afterwhich, simply check out via our website from your cart. 

You will be informed immediately by email and sms once your order is ready for pick up. (provided you select self collect at checkout, if not your order will be sent out by courier)

All delivery orders are delivered directly to your doorstep either by our local courier partners within 1 – 3 working days or directly from our staffs at The Masked Studio.

 

For any updates on your delivery dates and timing, you will be contacted by us at least one working day in advance. Do update us on your availability as well for collection at your doorstep.

Please contact us immediately if you want to make changes to the delivery.

For cancellation of order, please refer to our refund or cancellation policy.

Please make an appointment with us first for any walk in purchases.

You can contact us at sales@themaskedstudio.com or drop us a call or an email with your order details and we will handle your request. We’ll give you an update when your order is ready for delivery.

Payments

We accept Paynow (QR code & UEN) or PayLah! For credit card payments, we process them through HitPay which covers Visa, Masters, AMEX, service charge at 2.8% for domestic cards and 3.65% for international cards. For paying later, we accept Atome PayLater and GrabPayLater with a service processing fee at 3.5%

Buyers can select to pay by Atome or Grab Pay Later, but take note of the service fee to be charged by the respective platform with Hitpay being at 3.5%

Shipping

All orders above SGD$100 will qualify for free delivery. Free shipping for all PC systems orders. For orders below SGD$100, there will be an additional SGD$5 delivery cost.

For a fast expedite delivery, additional cost applies. Self collection is available, contact us to book an appointment. Our office details are as follow:

Monday & Saturday (10am-6pm) 
Sunday (closed)


Store address:
The Masked Studio
Lobby A, Level 3, 38 Ang Mo Kio Industrial Park
Singapore 569511

We typically ship your order within 2 business days, including the day of purchase.

The courier will contact you for delivery. You will receive a tracking number to check the status of your shipment.

Currently, we only provide local shipment. If you have your own international shipping arrangements, we will be open to fulfilling your order nonetheless. Our Warranty Policy will still apply only within Singapore if there is any hardware issue. You have to ship the hardware component back to Singapore for any warranty services provided by us.

Self Collection

Yes, we provide an option for self collection, if you are in a rush and prefer to get your order earlier. Feel free to come down and collect your order from our workshop between Mon to Sat, 10am – 6pm.

Warranty Enquire

For Pre-built Keyboards & Custom Bases, we provide a 1-year warranty if there are no physical damages or mishandling issues.

 

For out-of-box defects, please email us at sales@themaskedstudio.com with the order number and photos / videos of the issues found.

Expired Warranty

No, we dont support warranty extension at the moment.