Order Terms and Policies FAQ

For shipping and pickup information, please visit: https://keyspresso.ca/pages/shipping

Order Terms and Policies

For support on your order, contact us through:

  • E-mail: support@keyspresso.ca
  • Discord: Please open a ticket in #the-therapist-order-support

    Please include your order number when you make your inquiry. Please also note that contacting us may delay your orders as we work with you to make any needed changes.

    We aim to respond to all inquiries within 48 hours. If you have not received a response from us, feel free to send us a follow up message.

    Refunds and Order Cancellations

    If you have an unfulfilled, pending order, we can cancel your order for you. Please note that group buy orders are subject to our group buy policies; group buy orders cannot be cancelled once the group buy is over.

    If your order requires a refund (partial or full), a processing fee of 3.5% will be charged to cover payment processing fees.

    Changing An Order

    If you have an unfulfilled, pending order, we can help you make changes to your order. Please note that order changes may be subject to processing fees if a refund is issued.

    Product Exchanges

    We accept exchanges on unopened and unaltered products within 30 days after the order is made. Please contact us if you would like to initiate an exchange.

    Return products can be shipped back to us, or arranged for exchange at our local pickup location (appointment only). Please note that we are not responsible for any shipping costs incurred for your exchange. Please also note that a 3% processing fee will be applied on partial refunds.

    Product Returns

    We accept returns on unopened and unaltered products for orders made within  the last 30 days. Please contact us if you would like to initiate a return.

    Return products can be shipped back to us, or returned at our local pickup location (appointment only). Please note that we are not responsible for any shipping costs incurred for your return.

    You will receive your refund on your return after we have received and inspected the product(s). Please note that a 3% processing fee will be applied on your refund.

    Return Exemptions: We do not accept returns for the following products

    • Lubricants and oils
    • Modified products (eg. oiled springs, lubed switches)

      Product Defects

      If your product arrives defective, please contact us as soon as possible. Include as much detail as possible, and images. We will assess your situation and determine a resolution on a case by case basis. We will do our best to make sure you get products that function as described, but it may be our of our hands sometimes.

      Group Buys and Preorders

      What is a group buy?

      Group buys are purchases of an item in large quantities by many people.Most group buys are run with small groups of people, like us. When you join a group buy, you are helping our community bring designs to life.

      Before a group buy starts, a designer usually creates an interest check to see if there are enough people in the community interested in purchasing the product. To do that, we need to meet minimum order quantities (MOQs). 

      Our community relies on vendors like us all over the world to help facilitate group buy purchases worldwide and meet MOQs.

      Insurance

      Do not purchase Route Insurance for Group Buy purchases! Route will not honour claims for Group Buys and preorders due to the time gap between when it is purchased, and when these orders are shipped out. Route's coverage is 60 days from the order date and the majority of group buys have a lead time longer than 60 days.

      Timing and Estimates

      Group buy fulfillment estimates are subject to change. Your product(s) may experience delays in production and fulfillment. By participating in a group buy, you accept that there may be manufacturing or shipping delays on your order.

      Should major delays, events, or changes be made, we will do our best to contact you and provide appropriate support regarding such situations.

      Cancellations

      If you would like to cancel an ongoing group buy order, please contact us. Please note that cancellations will incur a 3.5% processing fee. See our cancellation policy for more details.

      Group buy orders cannot be cancelled after the group buy ends since the items are in production.

      Product Accuracy

      All images are for reference purposes only and may not be representative of the final product. Images may also be unavailable for product variants.

      Should major delays, events, or changes be made, we will do our best to contact you and provide appropriate support regarding such situations.

      Combining Group Buys With Other Products

      • Scenario A: Ordering switch S1 (GB) and switch S2 (GB) together, given that S1 and S2 are separate group buys running at the same time.
      • Scenario B: Ordering switch S1(GB) and keycap set K1(GB) together, given that S1 and K1 are separate group buys running at the same time.
      • Scenario C: Ordering keycap K1 (GB) and in-stock stabilizers together.
      • Scenario D: Ordering keyboard KB1 (GB) and keyboard extras KB1-Extra (GB) together. 

        We will only accommodate orders under scenario A and scenario D. We reserve the right to cancel group buy orders that do not follow it.

        We advise that you place group buy orders separate from other products. Please do not order any in-stock products or other group buy products with your order. This is because you will not receive your other items until the group buy items arrive.

        Please also note that production times in concurrent group buys may vary, which will delay the fulfillment of your order.

        Deskmats

        Please do not combine deskmat group buy orders with other products.

        Some group buys offer deskmats in addition to keycap sets or switches. Deskmats may arrive earlier or later than associated keycap sets or switches. If your order includes the associated group buy product, we will ship it when all of the items are available. 

        If your order includes only the deskmat, we will ship it when it arrives. This is advised for customers that would like to receive their deskmats earlier.

        Other Questions

        Do you accept Canadian dollars?

        Our store accepts CAD and USD. Please ensure that you are on the right page for your currency of choice.

        What's up with the processing fees?

        Unfortunately, payment gateways no longer return transaction fees. 

        This includes:

        What is a group buy? Why are these products sold out?

        Many products in our hobby aren't actively manufactured since many vendors are small businesses (like us!) and it isn't feasible for us to purchase the MOQ (minimum order quality) required to produce a product. Because of this, we rely on our vendor partners to help us meet MOQ numbers to get products made.

        For many products, there isn't enough interest in the community to meet the MOQ a second time for a second round of orders. While we don't know if certain products will ever come back, feel free to discuss the product in our Discord server to help drum up more interest- hopefully, we'll see a second round happen from that!

        When will a product be restocked?

        We only like to stock products we believe that we can keep a constant stock of. Otherwise we will run products and label them as limited time.

        Product restocks are expected to occur within 1-6 months, depending on the product and its lead times.

        • Stabilizers and lubricants restock within 1 month
        • Springs within 1-4

        I'd like to suggest a product.

        You can always contact us to suggest a product you'd like us to carry.

        How do I keep in touch with you?

        • Join our Discord server (https://discord.gg/EnTp2vA)! 
        • Follow us on Instagram (https://instagram.com/keyspresso)!