MechanicalKeyboards.com Customer Support Store policies and Service FAQs
- Can I return an item for exchange?
- No, at this time, items cannot be returned for an exchange. If you wish to exchange an item, please return the item you no longer want, and simply place a new order for the item you do want. We will issue a refund for your returned item as normal. This makes the process faster and simpler.
- Do you have a store / accept local customers?
- How long does my order take to ship out?
- Coupons and Discounts
- Cancellation Policy
- How do I check my order status?
- What is covered under warranty?
- What are your pre-order Policies?
- What countries do you ship to?
- How will you ship my international order?
- My Country is NOT listed on your shipping list.
- What are your RMA Policies?
- Return / RMA shipping costs.
- What are the customs fees / duties for my International shipment?
- What is the MK Guarantee?
- Can I return an item for exchange?
- Why is my FIMS or FedEx international tracking number invalid?
- What are your return policies?
- My credit card was declined due to an AVS mismatch. What is this?
- What happens if my order is returned to sender?
- Why is my International refund less than expected?
- My shipment was confirmed delivered, but I never received it.
- I entered the wrong shipping address. Can I change it?
- Signature Confirmation
- Why did my order take longer to arrive than quoted?
- Do you allow the use of shipping forwarders?
- Empty box scam
- What are Add-on items?
- Do you have a store / accept local customers?
- .Yes, we welcome customers residing in or visiting the Nashville, TN area to come by our store and demo our mechanical keyboards in person!
For directions, enter your address or ZIP code below, and click Go.
- How long does my order take to ship out?
- All in-stock orders ship next business day or same business day by noon (CST).
For pre-order items, please check the estimated 'Available Date' on that product's page.
Same day shipping is available for an additional fee of $15 on qualifying orders until 4PM CST (must contact us via phone prior to order placement).
Please be aware that attempting to use mismatched billing and shipping addresses will often delay your order's shipping time, as this requires additional verification steps.
- Coupons and Discounts
- Often times, Mechanical Keyboards Inc offers coupons and discounts, which can be found Here.
The coupon can be added to applicable orders on the View Cart page, under "Use Coupon Code".
We are unable to retroactively apply coupons that were missed, entered incorrectly, or forgotten. Please be sure to add coupons at the time of purchase.
- Cancellation Policy
- If you wish to cancel a pending order, please submit a support ticket using the category "Order Cancellation Request."
Please note that if you do not select this category for your ticket, your request will likely not be seen in time to stop your order from shipping.
Mechanical Keyboards Inc is able to accommodate cancellation requests up to the point of label creation with no fees or penalties. Once a shipping label has been created, we will be unable to cancel your order.
Please place your order carefully as standard return policies will apply to shipped orders.
- How do I check my order status?
- In order to view your order status online, you must have created an account by entering a user name and password when you originally placed your order. If you did create an account, simply log in and click the Order History tab. If you have forgotten your user name or password, you can ask for a reset here.
- What is covered under warranty?
- Warranties fluctuate between brands of mechanical keyboards and we recommend researching the respective warranty of the keyboard you purchase ahead of time.
One item that is never covered under warranty is spill damage. If you submit a warranty repair to Mechanical Keyboards Inc or any of our vendors with spill damage, your keyboard will not (and often cannot) be repaired. You will also be responsible for any associated return shipping costs associated with such a keyboard.
- What are your pre-order Policies?
- Mechanical Keyboards Inc will sometimes offer the ability to pre-order items. The restock date shown on the product listing is the date we expect the inventory to arrive at our store for shipping.
Please note the following before placing your pre-order:- Pre-orders are filled on a first come, first serve basis.
- All pre-orders are charged immediately.
- We offer our absolute best guess as to the restock date of new inventory, but sometimes models can get held up in production, quality control, border customs, or any other number of situations. Estimated dates are subject to change.
- If you move to a new address, it is your responsibility to notify MK in advance of shipment. We are unable to cancel or change shipping details for an order that has already shipped.
- You can cancel your pre-order at any time before we receive the keyboards without penalty.
In cases of very popular products, a pushed back ETA may indicate the estimated time for the following shipment and not the current shipment. In such a case, orders placed before the original ETA will still ship around the original ETA. To get details for a product, use our newly implemented Stock Availability page.
- What countries do you ship to?
- For a list of countries MK currently ships to, please visit our Ship to list
You can also check the Country dropdown at checkout to view the same list.
- How will you ship my international order?
- Most low weight shipments (2 lbs or less) will ship by USPS First Class Mail International and expedited options will ship by UPS or FedEx expedited options.
International Shipment recipients are the "Broker of Record" on all International Shipments. Customs fees, taxes, duties, and additional carrier fees are not included in your shipping charges when you place your order. These are based on the value of the shipment contents and other, sometimes random, factors that we cannot predict or calculate for you in advance. Please research or contact your local customs department for details before ordering.
Remember, any additional charges in the destination country are the buyer's responsibility and Mechanical Keyboards Inc is in no way responsible for any customs fees, taxes, duties, or other fees related to your International order.
Please note:
-We will not provide false data as to the contents or value of your order to reduce your customs fees, so please do not ask.
-Once an international order has shipped, we are unable to intercept or reroute the package.
-In the rare event a package is rejected by the customer (whether for non-payment of fees, buyer's remorse, delivery refusal, or any other reason), the item is destroyed, not returned to us, and as such, no refund can be issued.
-Due to a high number of lost packages and other issues, MK has removed FedEx International Mail Service (FIMS) as an Economy INT Shipping method.
- My Country is NOT listed on your shipping list.
- We currently offer shipping to these countries. Due to high cancellation rates and the items listed below, we no longer offer custom invoices for customers in countries not included in our ship to list. MK will only ship to countries found on the dropdown list at checkout.
Reasons your country may not be on our ship to list:- Shipping difficulties. This includes shipping delays, poor tracking, poor local post handling, and lost shipments.
- High levels of fraud
- High cancellation / refund rates
We evaluate ship to countries on a quarterly basis and may add or remove countries from this list. If your country is not listed, we suggest using a shipping forwarder (confirmed payment addresses only).
- What are your RMA Policies?
- We are the primary authorized RMA center in the United States for several brands. We are happy to assist with your RMA request for these brands!
Please note the following:- Customers unable to bring their keyboard to our store in person are responsible for shipping the keyboard to our store for repair.
- Any item not purchased from MechanicalKeyboards.com or Mechanical Keyboards Inc will not be accepted
- Mechanical Keyboards Inc will pay for all domestic shipping charges related to shipping the repaired keyboard back to you.
- Most all brands have a 1-year manufacturer's warranty. If you are unsure of your brand's warranty or your time of possession, please contact us for verification before sending in your keyboard(s).
- Make sure your keyboard is clean before sending it in for repair. Keyboards with large amounts of filth and debris not only cause a health concern for our techs, but also take a great deal of time for us to clean. Such keyboards will incur cleaning charges ranging from $10 - $40 based on severity.
- Broken factory seals on cases, physical damage (including pulled stems), and/or spills will not be covered under our RMA policy, and will be subject to a return shipping charge without repair and/or refund. Please note that we will hold these boards for 30 days before they are destroyed should we not be contacted regarding this return shipping.
- Our technicians repair keyboards in the order in which they were received. Please allow up to 2-4 weeks for your keyboard to be repaired. In rare cases, it may take longer if we have to wait on specialized parts from the manufacturer.
- To expedite your repair, please include a note in the box stating any and all issue(s) with the keyboard, a good call back number, and your return address.
Please contact us with any questions prior to shipping your return to our store.
Please send your RMA along with a printed and filled out copy of our [ Return Form ] to:
Mechanical Keyboards Inc
RMA #[your order number here]
7118 Loblolly Pine Blvd
Fairview, TN 37062
- Return / RMA shipping costs.
- Mechanical Keyboards Inc accepts returns and repairs from any customer, regardless of their location. However, we are NOT responsible for return shipping expenses - even in the case of manufacturer's defects upon arrival. We strongly recommend researching a given manufacturer's RMA policies in your country before purchasing your keyboard.
- What are the customs fees / duties for my International shipment?
- Customs fees are not included in your shipping charges when you place your order. The fees are based on the value of the shipment and other, sometimes random, factors that we cannot predict. If fees are a concern, please research or contact your local customs department for details before ordering.
Remember: all customs fees, brokerage charges, taxes, or duties are the buyer's responsibility. Mechanical Keyboards Inc is in no way responsible for any of the above fees as related to your international order.
Please be aware this includes any carrier fees that may be charged to the customer at delivery. The carrier's procedures and amounts will vary depending on your country, and we are not provided these details in advance. In the rare event a package is rejected by the customer (whether for non-payment of fees, buyer's remorse, delivery refusal, or any other reason), the item is destroyed, not returned to us, and as such, no refund can be issued.
Please note: We will not provide false data as to the contents or value of your order to reduce your customs fees, so please do not ask.
- What is the MK Guarantee?
- The MK Guarantee extends the MechanicalKeyboards.com return window from 30 days to 60 days and adds a full year to the keyboard's standard warranty for all MK-branded keyboards. Such as the MK Typist, MK Night Typist, MK Disco, etc.
- Can I return an item for exchange?
- No, at this time, items cannot be returned for an exchange. If you wish to exchange an item, please return the item you no longer want, and simply place a new order for the item you do want. We will issue a refund for your returned item as normal. This makes the process faster and simpler.
- Why is my FIMS or FedEx international tracking number invalid?
- If you have placed an international order with us, you can view your shipping status using your tracking number at the FedEx FIMS website. http://mailviewrecipient.fedex.com/index.aspx The same tracking number will work via your local post office once the package arrives in your country. Please be aware that this tracking number will not work on the domestic FedEx website, and will instead return an "invalid number" response. This is normal, and nothing to be concerned about. FIMS is a completely separate service from their International Economy and Express services. When a package is shipped by FIMS, FedEx is responsible for shipping the package to your country and to your city. Once the package arrives in your city it is then handed off to your local post office where they handle the final steps of delivery. Essentially, FedEx is delivering the package to your post office and your post office will be the one to deliver the package. The entire process generally takes 10-28 days. Please note that International shipping does not guarantee tracking for every step of delivery, only delivery confirmation.
- What are your return policies?
Products that are not eligible for return and will be sent back to you at your cost and expense if received by us:- Any item not purchased from MechanicalKeyboards.com or Mechanical Keyboards Inc
- Any item returned 30 days after the purchase date. Adjustments to this limit may be made in cases of pre-orders and International Shipments.
- Any item that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
- Any item from which the UPC code has been removed from its packaging (if applicable)
- Any item that exhibits physical damage, including damage to original retail box and accessories.
- Any item that has a broken factory seal on its case, torn 'Do Not Remove' sticker over screw.
- Any item that exhibits evidence of a spill, regardless of severity.
- Make sure your keyboard is clean before shipping sending it in for return. Keyboards with large amounts of filth and debris not only cause a health concern for our employees, but also take a great deal of time for us to clean. Such keyboards will incur cleaning charges ranging from $10 - $40 based on severity.
- Any item for which you have submitted a mail-in rebate
- Please allow us 5-10 business days to process your return upon receipt.
However, if you prefer to return your keyboard to Mechanical Keyboard Inc for any reason, we are happy to accept all returns meeting the conditions listed above. Return orders are assessed a $9 fee to recoup some of our original shipping expenses.
If your item is undeliverable to the address you provided at checkout, and is sent back through the carrier's "Return to Sender" process, additional fees will apply.
Returns that are not in like-new condition or are missing original accessories can be assessed with fees up to 50% of the retail cost of the product, such fees are left to the discretion of the return technician.
Purchasing 2 or more keyboards of different switch types, with intent to keep only the one you like best is prohibited. Returns of this nature will be assessed a 15% restocking fee for each board that is returned.
It is at the return technician's discretion to deduct any applicable fee they see necessary, should a return not meet the above criteria.
Please send your return along with a printed and filled out copy of our Return Form to:
Mechanical Keyboards Inc
7118 Loblolly Pine Blvd
Fairview, TN 37062
Please note that Mechanical Keyboards Inc does not offer 'keyboard exchanges'. All returns will receive credits issued to the payment method used automatically. To accomplish the equivalent of 'exchanging' a keyboard, return the original keyboard and purchase a new one.
In the event we send you an incorrect keyboard, we do apologize. However, if the keyboard is returned to us used, dirty, etc, we will ONLY accept it as a normal return with regular return fees.
- My credit card was declined due to an AVS mismatch. What is this?
- This means that the Billing Address or Zip Code on file with your credit card company does not match the billing information entered at checkout. If you feel this is an error, we suggest contacting the card issuing bank using the telephone number on the back of the credit card. Have them verify the zip code on file.
Please note that we have no control over cards being accepted or declined. Canadian customers getting this error should make sure not to place a space between the 6 characters in their postal code. All other International customers have to use PayPal as our processor may not recognize your postal codes.
Please note: If your card has been declined for any reason, the charge amount may show as a pending charge in your credit account for up to 72 hours. Although it may look like a normal charge on your online statement, it will never actually hit your account.
- What happens if my order is returned to sender?
- Tracking information is provided with every order we ship via email. If delivery of your shipment has been attempted or if your shipment is being held at your carrier's local office, it will be shown under your tracking information. Therefore, it is your responsibility to ensure the collection of any held or max-attempted shipment.
Whether the shipment is intentionally refused or the shipping carrier reached their 'Delivery Attempt Maximum' or 'Hold Time Maximum', if your package is returned to Mechanical Keyboards Inc by the shipping carrier, your order will be restocked and refunded less the cost of shipping. We will not ship it again for free. If you would like us to reship your order, please place a new order and be sure to double check the Ship To address provided.
- Why is my International refund less than expected?
- In the vast majority of cases where International refunds appear to be less (or more) than what was anticipated, it is a matter of the currency exchange rate changing. The payment for every order submitted to MK is converted to USD at the time of your transaction. All refunds issued by MK are also in USD. If your bank account uses a non-USD currency, your bank must then convert the USD refund to your local currency using the current exchange rate.
Exchange rates are driven by global market conditions that we have no control over - they can go up and they can go down. If the currency rate changes between the time you placed the order and when a refund is issued, those changes will be reflected in the refund. Sometimes the exchange rate has changed in your favor (oddly we never get support tickets when this happens) and sometimes it has changed the other direction. MK receives no benefit in either scenario. We refund the order in the exact same currency we received it in: USD.
MK is not responsible for covering the difference caused by an exchange rate decrease.
For additional information on how exchange rates may have affected your refund, please contact PayPal, your bank, or your payment method provider.
- My shipment was confirmed delivered, but I never received it.
- The Post Office or FedEx says my package was delivered, but I never got it!
Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days.
If you've waited a couple of days and you still don't have the package:
See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
Contact the Carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If your package was shipped via FedEx, they may be able to hold the package at their local hub for you to pick up. You can call FedEx and see if this is possible (1-800-GO-FEDEX).
Numbers used to file a trace request:
FedEx: 1-800-463-3339
USPS: 1-800-275-8777
UPS: 1-800-742-5877
In case of theft, you may consider calling your local police office.
Any claim of non-delivery must be reported to us within ten days of the carrier's confirmation update marking it "Delivered." After that, we are not responsible for the whereabouts of your package.
- I entered the wrong shipping address. Can I change it?
Information on any order shipped via Free Economy service cannot be changed once the order has shipped from our facility.
If your order has shipped via UPS, please note that creating a user account at the UPS website often allows the address owner more intercept/delivery options than we are able to access as the shipper. To sign up for UPS Choice, click here.
If there is an error on the shipping address, it is the customer's responsibility to coordinate with the carrier directly to track down and correct the shipment. This is usually either a combination of FedEx and the Post Office, or UPS and the Post Office.
If your package is ultimately "returned to sender" to MK, you will receive a standard refund on your order after we receive and process the package.
- Signature Confirmation
- Signature confirmation requires the carrier (FedEx, USPS, etc.) to collect a signature from some one within the 'Ship To' address.
Good For:- Customers wanting to avoid their shipment being left at their door when no one is home.
- High value shipments.
- Anyone who has ever had a shipment 'Confirmed Delivered' to their address, but did not actually receive the shipment - for any reason.
- If any of the above applies to you, we highly recommend purchasing signature confirmation for your shipment.
Do Note:- You must be home to collect the shipment.
- Carriers will only make three delivery attempts before sending the package to your local hub OR returning it to sender (Mechanical Keyboards).
- This feature is not available for international orders.
- If you would like the carrier to hold the package for you, you will need to call them and request the hold (have your tracking # handy).
- FedEx: 1-800-463-3339
- USPS: 1-800-275-8777
- UPS: 1-800-742-5877
Why doesn't Mechanical Keyboards automatically include signature confirmation on shipments?- Convenience: Many customers are at work or elsewhere during normal delivery hours. Requiring a signature on all shipments would prevent these customers from ever receiving their order.
- Speed: Most people prefer this industry standard default method as, barring rare instances of theft or mis-delivery, it ensures they receive their package as soon as possible.
- Cost: Rather than increasing all shipping charges, we provide signature confirmation as an optional, low-cost service.
To add signature confirmation, please add to to your cart here.
- Why did my order take longer to arrive than quoted?
- Please remember that all transit times are quoted in business days and that any orders placed after noon (CST) will not ship out until the following day. For example, if you place an Overnight order at 6pm on a Friday, your shipment cannot actually leave our store until Monday, which means it will arrive Tuesday. Note that the same shipment, if ordered at 8am on Monday would still arrive on Tuesday. This works across the board for ALL online merchants because shipping companies like FedEx and the Post Office do not include weekends or holidays in their shipping estimates. The above shipment would not arrive until Wednesday if that Monday was a Federal Holiday such as Memorial Day.
Please take this into consideration when ordering towards the end of the week.
International shipping is just an estimate. Once your item(s) ship from our warehouse, we have no control over the speed in which your package is delivered. Sometimes orders will arrive before the estimated number of days, sometimes orders arrive after. We reserve the right to cancel and refund any order in advance for any reason. In the event, your refunded order results in a below 0 balance due to currency exchange rates, MK is not responsible for the difference.
- Do you allow the use of shipping forwarders?
- Yes, we can ship to a shipping forwarder as long as the order is paid with PayPal and that the shipping address is PayPal Confirmed.
In the event of a package being damaged in transit, proof must be given that the damage occurred while in transit from our facility to the shipping forwarder's address. Should a package be damaged between the forwarder and the destination address, we will not be held responsible.
With regard to RMA issues and manufacturer's defects, we only ship to the original stateside shipping address used for orders when we ship out repairs/replacements under warranty. If you require direct shipment for such RMA requests, additional funds will be necessary.
- Empty box scam
- We are aware of this scam. Please do not waste our time or yours by claiming your box arrived empty. Our processes makes this impossible. Additionally, carriers weigh and record the box as it travels through their automated network. An empty box with packing material weighs roughly 7 to 8 ounces. If, for example, your shipment weighs over 3 pounds according to the carriers tracking details, the box is/was not empty and you will not be refunded for the keyboard you received.
- What are Add-on items?
- The Add-on item program allows us to offer low-priced items that would be cost-prohibitive to ship on their own. Orders containing Add-on items must be $20 or more.
Tip: You can bypass the Add-on item order minimum by adding the Add On Buster to your cart.