FAQ

General Questions

Are your products safe for children under 5?

⚠️ IMPORTANT SAFETY DISCLAIMER: Our shop items, including fidgets, are not suitable for children under 5 years old. Small components, such as buttons, keys, or keyrings, may detach and present a choking hazard, and some items are small enough to be ingested.

By purchasing our products, you acknowledge and accept full responsibility for any incidents or injuries that may arise from their use, including but not limited to choking or swallowing hazards. It is essential that parents or guardians supervise children at all times while using these items. Sphinx Studio shall not be held liable for any injury, death, or damage resulting from accidental use or misuse of the products.

Are your products environmentally friendly?

♻️ Absolutely! Our products are crafted from PLA (polylactic acid), a biodegradable plastic that is economically produced and derived from renewable resources such as plant starch. PLA can be used in compostable products.

We are committed to minimizing our environmental impact and our dedication to sustainability ensures that our products are both fun to use and kind to the planet.

Is your packaging environmentally friendly?

♻️ Our packaging boxes are sourced from New Zealand and are certified as eco-friendly products with a 'Green Leaf'. They have been designed to minimize environmental impacts during their whole life-cycle.

How do I care for my items?

Store them in a cool, shaded area away from direct sunlight and heat sources when not in use to avoid any warping. If necessary, you can clean them gently using a soft cloth, but avoid immersing them in water. Handle all items carefully, avoid heavy impacts and keep them away from sharp or abrasive objects.

Why do my items have small imperfections?

Most of our products are made from PLA, a material that when printed can leave small gaps, seam lines or visible layer lines.  These imperfections are a normal part of the 3D printing process and is what makes each of our products unique.

How long do your products last?

Under normal use, our products are designed to last for several months. However, please note that heavy daily use may reduce their lifespan.  If your item becomes faulty with 28 days of purchase, you may be eligible for a replacement.  Check our Policies for more information. 

Customisation and Orders

Is it possible to customise my order?

Yes, we are happy to accommodate most customisation requests. However, please note that depending on the complexity of your order, it may take longer than our standard processing time.

For specific customisation needs, please contact us directly with your requirements. 

Do you offer wholesale orders?

Yes, we do offer wholesale options, please contact us directly with your requirements.

Do you provide free items for teachers or schools?

While we cannot offer free items, we are happy to provide a 20% discount on orders of 10 or more items for teachers, schools, education or learning facilities. To qualify for this discount, please email us at education@sphinxstudio.co.nz from a valid school or educational domain.

A reminder that our items are not suitable for children under 5 years old.

Do you sell/share STL or 3MF files?

No, we do not sell or share any STL or 3MF files for our products. Our focus is on providing high-quality physical items rather than digital files.  Many of our items are created by specialist artists and we are licensed to distribute physical items only from these creators.  Our commercial licenses strictly forbid the distribution of digital files.

Product-Related Questions

What should I do if my product arrives disassembled?

We package our products securely and use glue to ensure items remain intact and reach you in good working order. However, if your item has come apart during transit, it is designed to be easily reassembled by lining up the stem and pushing the parts back together with light to medium pressure.  Inspect all parts for visible damage first.  If the stem or any part is broken, see our Policies page for replacement information.  If there is visible damage, do not attempt to repair the item.

If you are unsure contact us.

Are your silent (linear) switches completely silent?

Our silent (linear) switches are designed to be quieter than traditional tactile (clicky) switches, but they are not completely silent. While they significantly reduce noise, some sound may still occur during use due to friction or contact between other parts.

Can I swap the switches myself?

Silent switches are typically available for all items. However, we glue all switches during the manufacturing process, so once an order is shipped, we do not recommend attempting to swap or replace the switch yourself. Doing so will void your eligibility for our replacement policy.

Please ensure you select the correct switch option when adding items to your cart and verify your choice before completing your order at checkout.

My keychain is broken/I lost or damaged my item due to a broken keychain. Can I get a replacement?

Yes, if the keychain or loop is damaged on your item within 28 days of purchase, please submit a support ticket through our Contact Us page.

Orders & Processing

How long does it take to process my order?

Orders typically take two business days to fulfill for in stock items. Expect potential delays during busy times or if new stock needs to be created. 

Can I cancel my order?

No. Most of our items are produced in small batches and require assembly and finishing by hand, therefore all sales are final once an order has been placed.

Can I amend my order?

Maybe. You can request changes via our Contact Us page. We will do our best to accommodate your request, however, please note that changes are not guaranteed.

We advise you to double check that your order is correct before checking out.

Domestic Shipping (NZ)

What shipping options are available?

We use a courier to ship all items.  This service aims to deliver to your door or preferred delivery spot on the next working day.  Note that delivery times may vary and these are outside of our control. 

How do I track my parcel?

All orders are tracked and you will receive a tracking number upon dispatch. Tracking may not be available immediately on the tracking system, allow time for this to be updated.  Contact the courier directly for assistance.  If there has been no movement after 10 business days, contact us and we will assist where possible.

How do I recover a lost parcel?

If your parcel has been confirmed as lost, or has not arrived within 28 days, submit a ticket via our Contact Us form. We will investigate and if is genuinely lost, we will file a claim and your item will be replaced.

My parcel went to an incorrect address. Can you resend it?

If your parcel is returned or delivered to an incorrect address due to information you provided, a reshipping charge will apply once you supply us with the correct address. If the error was on our part, we will resend the package at no additional cost.

International Shipping

Do you ship internationally?

At the moment, we can only serve customers with addresses within New Zealand or Australia.

We aim to expand our shipping options worldwide in the near future, so stay tuned!

Refunds & Replacements

What is your refund policy?

All sales are final once an order has been placed, therefore no refunds will be given.
Products with manufacturing or material defects upon arrival or within 28 days of purchase may be eligible for a replacement.
If a replacement item is not available, we offer store credit or another item of equal value.  We do not offer a refund or replacement if you change your mind. Accidental or intentional damage is not covered.