FAQ

General

What is a Group Buy?

In a group buy we develop a product and take orders for a set period of time. Group buy phase in most cases offers unlimited availability and the best pricing possible. Once the group buy phase ends we close orders (sometimes offering Pre-Order) and move the product to production. Your order will not ship until production is completed and we receive the merchandise from the factory.  You cannot cancel a group buy order after the group buy phase has ended. Please check those product pages for anticipated fullfillment date. 

What is Pre-Order? How does that differ from a group buy?

Often in a group buy TKC will purchase extra stock of a product we have created. Sometimes we will offer the products for sale prior to us receiving the merchandise. Products in Pre-Order status have limited quantity available. Please check those product pages for anticipated fullfillment date. 

Orders

When will my order ship?

In-Stock Items: Will leave our warehouse typically within 3 business days during normal operations.

Group Buy / Pre-Sale: Estimated shipping dates are posted on all of our Group Buy and Pre-Order products. These are estimates and are not set in stone. We will do our best to keep these pages updated as we get more accurate information as to fullfillment dates. 

Please do not email us asking for updates. The most up-to-date information is posted on the Updates page.

I joined a Group Buy and it was supposed to ship on XXX and it still has not shipped, what gives?

When we conduct a Group Buy sale we post the estimated ship date. Sometimes delays that are out of our control happen, there are many, many factors. It is not possible to get it right every time. Starting in June 2019 TKC will be posting less optimistic ship dates to help keep people's expectations reasonable. We apologize that sometimes delays occur. A delay in a group buy shipment DOES NOT justify a cancellation. TKC 's refund policy does not allow refunds for group buy orders due to delays.

Got any updates on the _____ group buy?

Please check The Updates Page for all Group Buy / Pre-Order estimated fulfillment dates. Please note: Estimated fulfillment dates are subject to change. These are updated diligently when we get news or new information as to when we will receive the merchandise.

Please do not email us asking for updates. The most up-to-date information is posted on the pages.

When will _____ extras be available?

Please join Our Discord or Sign Up for email updates on when extras will be made available. 

Please do not email us asking when extras will be available.

I sent you a message on Reddit or GeekHack regarding an order and you didnt respond. What the heck, dude?

For all customer service related correspondence please use the Contact Us page or send an email to orders@thekey.company

Shipping

What countries do you ship to?

We ship anywhere in the world! If you get to checkout and dont have an available shipping method, please contact us to let us know so we can get it resolved.

I joined a group buy. How do I modify my order / update my address?

Please Contact Us to have us update your order. 

How much will it cost to ship my order?

Please add the items you wish to purchase to your cart and proceed to checkout. Once you enter your shipping information you will see shipping estimates populate in the checkout screen. 

What if my package is lost or damaged in transit?

TKC does not accept responsibility for lost or damaged packages in transit. Please contact the shipping carrier you chose to find a solution. Bear in mind that USPS First Class shipping while inexpensive, is not as reliable nor does it offer insurance as does Priority Mail. 

I live in Phillipines / Singapore. Which shipping method should I choose?

I have lost more packages sent to Singapore and The Philippines than all other countries combined. Once the postal service has accepted a shipment from TKC we WILL NOT accept responsibility if it is lost in transit. If you are shipping to Singapore or The Phillipines I highly recommend using UPS Worldwide or a proxy service. 

Cancellations / refunds / RMA

Can I cancel my order?

Please be certain about your purchase before placing an order. 

Open Group Buys - Cancellations ok. If you paid via PayPal we will deduct a $1 processing fee from your refund. 

Closed Group Buys - If you absolutley must cancel and order after a group buy closes a 20% restocking fee (minimum $1) will be deducted from your refund. We do not accept returns on group buy items once shipped.

In-Stock Items - All returns will incur a 20% restocking fee, minimum of $1. Please Contact Us for an RMA and we will issue a return shipping label, the cost of which will be deducted from your refund. We cannot issue return labels for international orders. Items MUST be returned in unopened / unmolested condition. We are NOT responsible for damage during shipping. If your order has not shipped will will issue a refund. If paid via PayPal we will deduct a $1 processing fee. 

My product is damaged / incomplete / malfunctioning. What is the policy?

Sometimes things happen and we get that. If you have a missing or damaged key, non-functioning PCB please Contact Us and have photo evidence ready so that we may investigate the issue and resolve the problem for you.