For shipping information, please visit: https://keyspresso.ca/pages/shipping
For pickup information, please visit: https://keyspresso.ca/pages/pickup
For group buy information, please visit: https://keyspresso.ca/pages/group-buys
For support on your order, contact us through:
- E-mail: email@example.com
- 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.
In order to maintain more reliable service, we now process regular orders and drop off packages to couriers and pickup locations within 1 week. This handling time applies to all orders, regardless of the delivery method. Orders may be shipped out and fulfilled earlier.
This policy does not apply to group buy orders as they take more effort and time to handle and process.
In the event of handling delays please check our Discord server for further updates.
Order Changes, Cancellations, and Refunds
If you have an unfulfilled, pending order, we may be able to cancel or make changes to your order for you.
Please be aware that requesting a cancellation before your order ships does NOT guarantee that your order can be modified or cancelled. Please review your order carefully before payment to ensure it is correct!
In some cases, changes made to your order may also delay its fulfillment.
If your order requires a refund (partial or full), a processing fee of 3.5% will be charged to cover payment processing fees.
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.
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.
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)
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.
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.
- Paypal (see their policy here: https://www.paypal.com/ca/webapps/mpp/ua/upcoming-policies-full)
- Shopify Payments (Visa, MasterCard, etc.)
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)!