Shipping policy
Please note: Timelines here are estimates, not guarantees.
Processing time:
Keycaps from raffle events ship from Japan. Deskmats ship with tariffs and import fees pre-paid! They ship from Hong Kong. For the several types of goods available on the website, please allow the listed amount of business days for processing:
- On Demand Items: 7-8 business days
- In-stock Items: 1-3 business days
- Pre-order items: timelines will be noted on the product page
- Artisan keycaps from raffle events: 20-25 business days
Transit time averages
The average transit times listed here are counted from the day that the package has been sent out.
- Europe: 24 days
- Rest of the world: 30 days
If your tracking hasn't shown an update for longer than 28 business days for Europe or 35 business days for the rest of the world, please use the Contact page. Be sure to include all the relevant order information!
Deskmats with last-mile tracking
Deskmats are sent with last-mile tracking. This is an affordable alternative to the otherwise costly international shipping options.
With last-mile tracking, shipments are first grouped together in a single shipment heading to your country. Because of this, tracking will not show updates while the package is in transit internationally.
Once the shipment arrives in the destination country, your order is unpacked, receives its individual scan from the local postal or courier service, and then begins showing updates as it moves through the local delivery network.
Tracking info
Tracking will be sent out to you by email once the package has begun it's journey. It's recommended to keep an eye on your tracking so that you can arrange a good moment to receive it once it's almost at it's destination.
Tracking Responsibility
It is the customer's responsibility to track their package using the tracking number provided once the order has shipped. Customers should monitor the tracking status to ensure timely receipt of their package. If a package is marked as "Delivered" but not received, it is the customer's responsibility to take immediate action by contacting the carrier, making arrangements for a re-delivery, or picking up the package from the carrier's designated location. We are not responsible for any delays or issues arising from missed deliveries. Issues arrising from failing to schedule a re-delivery will not be eligible for returns or refunds.
Address Responsibility
Customers are responsible for providing complete and accurate shipping information at checkout. Please double-check your details before placing an order, as address information cannot be changed once the package has been dispatched. If you have entered a neighbor’s address or another alternate delivery point by mistake, it is your responsibility to retrieve the package directly from that address. We are not liable for lost or undelivered items resulting from incorrect or incomplete address details provided by the buyer.
Missed Delivery
If a delivery is missed, it is the customer's responsibility to track their package using the provided tracking number and make arrangements for a re-delivery or pick-up through the carrier. We are not liable for any additional charges or delays associated with missed deliveries. Failure to schedule a re-delivery in a timely manner may result in a package being destroyed, as the shipping labels are only paid for in a one-way direction. These situations will not be eligible for returns or refunds.
Package Theft
We are not responsible for any theft or damage that occurs after a package has been delivered to the address provided by the customer. It is the customer's responsibility to ensure a secure location for deliveries. These situations will not be eligible for refunds.
Customs & Import Fees
In the chance of additional customs & import fees needing payment, the buyer holds responsibility for this aspect of the purchase. Refusing this does not warrant a return or a refund.
Avoid using Military or PO boxes
When selecting an address to receive your order, please make sure not to us a military or PO box, as these sometimes unmanned locations will often require a signature for acceptance. They are often also too small to accept packages. Failures arrising from delivery attempts to these types of adresses will not be eligible for returns or refunds.
Print on Demand
Some of the merchandise like the T-Shirts & Hoodies are produced and shipped out by a trusted third-party supplier. If you purchase both in-house items and items from the merchandise line-up, the total shipping fee will be calculated to fund a double shipment. For your convenience all items on the website will display if it's an in-house item or On Demand item!