Depending on the message, it may take a while for us to reply to enquiries that you may have sent in. In the meantime, please check out our website, Terms of Service, Privacy Policy and FAQ for more information.

We suggest you go to the junk mail folder to check if any notification e-mail is not there. The customers who are using the Email/Spam filtering, please “whitelist” the South Pole Masons domain name to protect the email from being rejected or sent to a junk mail folder.

Unless stated otherwise, all products are delivered unassembled and unpainted. You will require materials, tools and hardware/software for further processing of the products in order to achieve your desired outcome. You are welcomed to email us for general information. Additionally, you can make use of the abundant tutorials and guides online too.

Unleash your creativity!  And feel free to share your creations with us!

All prices are quoted in Malaysian Ringgit.

Currently, full payment is to be made via direct bank transfer or QR Scan & Pay (your payment app/e-wallet). Any direct transfer fee or payment processing fee will be invoiced to you accordingly.

If you are purchasing internationally, please verify with your bank or payment gateway if international purchases are permitted.

Once you’ve placed your order, you will receive an email with payment instructions for your further action. After you’ve made your payment, you will receive a notification email that your order is being processed.

You may view the available shipping methods and shipping cost estimates by adding the desired items into your Cart and entering your shipping information into all of the fields. If certain shipping methods are not visible within the given shipping options, it is thus unavailable to the destination address you have provided.

The region of sales or shipment of products may be limited by any agreements with the carrier company, international regulations or so on. We hope to reach more countries in the foreseeable future, thus kindly ask for your patience and support until then.

Relevant products will be delivered by the carrier determined by South Pole Masons.

You may have the option to choose the shipping option that works best for you during the checkout process. The option that you choose and order destination determines the cost of your shipping as well as length of time it will take to receive your order.

Please note that estimated shipping time refers only to the time it takes the carrier from pickup to delivery. Delivery time may vary depending on customs clearance, delays in destination country, missed or cancelled despatches.

South Pole Masons does not charge any custom duties on overseas shipments. However, we cannot guarantee that customs charges will not be applicable to your package when it reaches your country. You are responsible for any charges and these additional charges will be collected from you by the shipping carrier at the time of delivery. We are not responsible for these charges and hence unable to provide estimates as to what these charges may be. You may wish to contact your local customs office or post office for further information.

If your order contains pre-order products, the order will ship out once all items in the order are available.

There is no shipping fee for downloadable products. After full payment, you will receive an email with the download link attached. Alternatively, you can also register an account through the Login page and have access to the download link in your Dashboard.

In a rare case, a product may be in stock when you place your order but sold out by the time your order is processed. In that case, we will inform you by email and remove the item from your order.

All products sold are not refundable nor exchangeable for other products.

As with all handcrafted products, no two pieces of products are exactly the same; there are bound to be slight differences or minor imperfections.

Please record your entire unboxing process as proof in order for SPMH to help you resolve any issues.

Please review our Terms of Service page for more details on product support.