ABOUT THE SERIES

 

 

Can the OPTIMUS PRIME model transform?

The completed model is highly posable but its considerable weight and the electronics for the dynamic lighting and sound features mean it is designed as a high-quality display item, not as a transforming toy.
Please also note the “Important Notice” above.

 

What is the appropriate age range?

The kits are designed for adults aged 16 and older.
Heavy parts and electronic components mean that adequate care is required during assembly and use.

 

Do I need to paint my model?

The model parts are manufactured in the correct colours or pre-painted so you don’t need to paint your model.

 

What batteries are required? Are batteries included?

The OPTIMUS PRIME model is powered by 5 x AAA batteries, while the remote controller and the Blaster each require 2 x AAA batteries.
The external Matrix of Leadership needs 3 x LR41 batteries and the Energon Axe is powered by 3 x A76 batteries. All battery types are commonly available.
Batteries are not included in the series.

 

How do I control the dynamic features?

Your model comes with a hand-held remote controller.
Turn it on using the illuminated Transformers logo button and use the individual buttons to deploy the corresponding features.
Please refer to the full usage explanation provided with the assembly instructions.

 

Is this the same as the Agora Models product?

Yes. STK Workshop is the producer of all the Agora Models OPTIMUS PRIME kits sold worldwide, as well as the exclusive distributor in Asia.
There is no difference between the kits sold by Agora Models.

 

SUBSCRIPTIONS

 

What is a subscription?

Placing a subscription order simply lets us know that you want to order and receive the next pack of model parts.
Your recurring order will be charged and fulfilled on a monthly schedule or as otherwise notified when you ordered, and when the last pack of parts is delivered, your subscription will stop automatically.

You can cancel any time before that – please see the CANCELLING A SUBSCRIPTION article for full details.

 

What are the benefits of a subscription?

Ordering a subscription is the best way to save money, time and trouble.
There is no commitment as you can cancel anytime. With a subscription order you will;

• pay less than any other purchase option

• receive each subsequent pack automatically – no need to place another order every month

• make no long-term commitment - you can cancel any time.

 

When will my card/account be charged?

The first pack in your subscription will be billed at the time you place your order.
Each subsequent payment will occur one month after the last until your subscription is completed.
The exact date is dependent on when you placed your original order and is noted in each shipment notice email.
You can also login to your “My Account” page any time to see full status details for every pack in your subscription.

 

Will the price change during my subscription?

The basic price of the product you purchase directly from STK Workshop will be the same every month until the end of your subscription. However, should the statutory regulations governing the sale of the product change we may change the price in compliance with such regulations.

 

Will the shipping be free for every pack?

Yes, when you start a subscription, shipping will be free for each subsequent pack in your subscription until it completes.

 

Can I order more than one subscription?

You can order as many subscriptions you wish and have each delivered to the same or separate addresses.
We only ask that you complete an individual subscription order for each separate address.
Shipping is free of charge so multiple subscription orders do not affect your monthly delivery cost or your statutory rights.

 

Can I temporarily suspend my subscription?

Unfortunately, we are unable to temporarily suspend a subscription.
If you cancel your subscription you may not be able to restart from the same number and price per pack at a later date.
However, if you do have to cancel and decide later to restart, please contact us and we’ll do our best to help.

 

CANCELLING A SUBSCRIPTION

You can cancel your subscription up to 5 working days before the date of your next scheduled payment.
Simply contact us by phone on (852) 5968 3318 during the hours of 09:00 to 18:00 Monday to Friday (except public holidays) or by email anytime at helpdesk@stk-workshop.com No amounts for orders already delivered or processed will be refunded.

 

STK WORKSHOP BUILD SERVICE

 

What is STK Build Service?

Whether you want the ultimate professionally assembled model or you just don’t have time to build yourself, select the Build Service option and our master modellers will assemble your model for you.
All you have to do is click.

The estimated shipment date is notified before you placed your order and stated in your Order Confirmation email.
The shipment date is estimated and may change.
The actual shipment date may be delayed to ensure your hand-assembled item leaves our workshop in perfect condition and working order.
If we’re able to ship earlier than the date originally notified, we will contact you before shipment and give you the option of receiving earlier.

We cannot accept cancellations or refunds for Build Service products.
However, in the unlikely event that your Build Service item’s delivery date has been delayed by more than 90 days beyond the original estimated shipment date you may contact us to cancel your order and request a refund.

 

ORDERING

 

How to Order

The model is currently available online only, at stk-workshop.com.

 

When will I receive my order?

When the goods are in stock you can normally expect to receive your order in 5-7 days.
Out of stock items or orders that require custom assembly or painting before dispatch may require a longer wait.
During the order process, the expected delivery date will be clearly indicated before you confirm your order.

 

Do you accept international orders?

Our website only accepts orders for delivery to Hong Kong.
Please visit our separate websites for China, Taiwan Malaysia and Singapore to see offers for customers in those locations.
Customers in any other location should contact Agora Models.

 

Can I order by phone?

At this time we are not accepting orders by phone.
Please don’t reveal your bank or credit card information to anyone during any phone call to STK Workshop.

 

What happens if the item I want is out of stock?

We make every effort to ensure stocks of every product are available for timely dispatch but at times a particular item may be temporarily out of stock.
Whenever this happens you will be clearly notified before you place your order.
You’ll still be able place an order to ensure you receive your delivery as soon as stocks are available.

 

Can I order replacement parts?

Although we don’t sell parts individually, we understand that sometimes parts can get lost or broken and we want you to be able to complete your model successfully.
Contact our customer service team and we’ll do our best to help.

 

BILLING & PAYMENT

 

Accepted forms of payment

We accept Visa and Mastercard only.

 

When will my card/account be charged?

You will be billed at the time you place your order.
Once we receive confirmation that your payment has been successful your order will be processed immediately.
For Subscribers, each subsequent payment will occur one month after the last until your subscription is completed.
The exact date is dependent on when you placed your original order and notified to you in each shipment notice email.
You can also login to your “My Account” page any time to see full status details for every pack in your subscription.

 

How do I update my billing details?

For your security and peace of mind, STK Workshop does not see or store your payment details.
All payments are securely processed by AsiaPay Limited.
You will be required to input your payment details each time you place an order.
Subscribers only need to place their order one time and AsiaPay will process recurring payments automatically.
If you need to update your details for your recurring subscription payments please contact us at (852) 5968 3318 or at helpdesk@stk-workshop.com with your order reference number and we’ll give you instructions how to update your details.
Please don’t share any of your payment/card information by email or during a phone call.

 

What if my credit card expires?

If your credit card has expired please contact us on (852) 5968 3318 or at helpdesk@stk-workshop.com and let us know your order reference number and we’ll give you instructions how to update billing details.
Please don’t share any of your payment/card information by email or during a phone call.

 

Can I change the payment charge date?

Unfortunately, we cannot normally change a payment date as all payments are systemized and handled securely but please contact us and we’ll do our best to help.

 

Is your website secure?

Personal information submitted online at stkworkshop.sg is completely secure.
Our best-in-class providers protect the information you send us with secure forms and systems.
Your payment details are not seen or stored by STK Workshop. For your security and peace of mind, all payments are securely processed by AsiaPay Limited.

 

SHIPPING

 

How will my order be shipped?

After your order is confirmed, our warehouse will process for dispatch and deliver to the respective SF Express hub.
SF Express will deliver to the address you specified when you ordered.

 

What are the shipping costs?

Nothing. All our products currently include FREE DELIVERY to any address in Hong Kong and Macau.

 

When will my order be shipped? When will my order arrive?

In most cases your order will be processed within hours of you placing it and should leave the STK Workshop warehouse within a day or two of receipt.
Products that require custom assembly or painting may require a longer period before dispatch. Out of stock items’ dispatch dates will vary case by case but the expected delivery date will be clearly indicated before you confirm your order.
Pre-Order items will show their future estimated arrival date.

 

How do I track my order?

Login to your “My Account” page at stkworkshop.sg to see the current status of your order.
Once your SF Express tracking number has been issued you’ll also receive an email and link from us and you can track your shipment at the SF Express website.

 

Can I ship to a different address?

Yes. During the checkout process you can provide one address for billing and another for delivery.
So you can ship to your office or to a friend instead of to your home if you wish.
We only ask that you place one order for each delivery address.
It will not be possible to order multiple items to be sent to different addresses in the same order.

 

I gave the wrong delivery address with my order.

Please contact us immediately and we will do our best to help.

 

Can I change my delivery address?

If you already placed your order, please contact us immediately and we will do our best to help.
If you are a subscriber please contact us on (852) 5968 3318 or at helpdesk@stk-workshop.com in good time before your next shipment is due.

 

What happens if I’m not at home when the delivery arrives?

If SF Express has attempted to deliver a parcel that is too large to fit through a letter box and there is nowhere suitable to leave it, they will return it to the local SF Express office/hub.
Please look for a 'We tried to deliver' notice which should have the relevant contact details on it.
Contact your local SF Express office/hub with those details to arrange a convenient time for delivery.
You can also track your package at the SF Express website.
If SF Express are unable to deliver to you because you have not arranged a delivery date with them within a reasonable period of the initial attempt to deliver, or to collect from the local depot yourself, we may charge you for storage costs and any further delivery costs while we will try to contact you to make new arrangements.
If we remain unable to contact you or to arrange a suitable delivery or collection we may terminate the agreement, refund to you any amount you may have paid in advance for goods we are yet to dispatch and deduct or charge you appropriate compensation for costs incurred as a result of you not allowing us to deliver the products to you.

 

Additional Shipping Fees

STK Workshop will not be responsible for costs resulting from orders shipped to out of date or incorrect address. Customers will be charged for any return shipping fees due to incorrect delivery address information.

 

Which countries do you deliver to? Do you ship internationally?

Our website only accepts orders for delivery to Hong Kong and Macau.
Please visit our separate websites for China, Taiwan, Malaysia and Singapore to see offers for customers in those locations.
Customers in any other locations should contact Agora Models.

 

RETURNS AND EXCHANGES