You can contact us in 2 ways:
- E-mail: firstname.lastname@example.org
- Discord: Please open a ticket in #the-therapist-order-support
Please include your order number when you make your inquiry.
Changing An Order
If you have an unfulfilled, pending order, we can help you make changes to your order. A small processing fee may be applied to your order if a refund is issued. Please contact us using one of the methods above.
Cancelling An Order
If you have an unfulfilled, pending order, we can cancel your order for you. A processing fee of 3% will be charged to cover payment processing fees. Please contact us using one of the methods above.
We accept exchanges on unopened and unaltered products. 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.
If your exchange requires a partial refund, please note that a 3% processing fee will be applied.
We accept returns on unopened and unaltered products. 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.
Due to the ongoing pandemic, your order may be delayed in transit. This is out of our control. For Canadian customers, delays may take up to 1 week. For US customers, please allow an additional 1-2 weeks for your package to process.
For regular products, we process orders and drop off packages to couriers within 2 business days. This handling time applies to all orders, regardless of the delivery method. Orders may be cancelled within this time frame.
Please note that this policy does not apply to group buy orders.
In the event of handling delays please check our Discord server for further updates.
NEW! Lettermail Shipping Option
As of April 16th, 2021, we are offering untracked Lettermail shipping on select products. This means you will be able to purchase small units of small products such as stabilizers, lubricants, springs, and more- for a lower shipping rate. Ideal for moments when you need one unit of lubricant or one pack of springs, and paying for tracked shipping is too expensive.
Lettermail Tracking and Delivery Standards
There is no tracking or insurance available for Lettermail shipping. Once a product is lost, there is nothing we can do for you. Use this service at your own risk!
Lettermail Shipping Speed
This service may take longer to deliver than tracked shipping services. If you are in hurry, we do not recommend this service for you.
Lettermail will use a specially sized box to protect products in transit. Orders that exceed the weight and size limitations of the service will not qualify for the service.
Changes to Packaging
In order to accomodate the size and weight limitations for Lettermail, we will be rolling out new packaging used for our lubricants, and may change the packaging for other products as needed. Products will continue to be offered in the same quantities and materials- a jar of 5mL grease will still contain 5mL of grease, just in a new jar.
We offer local pickup in the North York area of the GTA. Orders with local pickup will be marked 'Ready for Pickup' and a email notification will be sent out. Orders are typically ready within 24 hours.
WEEKDAYS: 10-12, 3-8
If you have selected this option and you cannot make it during our pickup times, it's best to contact us with your preferred date and time ranges.
We offer local deliveries for the GTA within an approximate 20km radius.
All local deliveries occur during the first weekend of each month. This means that your order will be out for delivery any time on the first Saturday or Sunday of that month. If your order is placed after the first Thursday of the current month, you will have to wait until the first weekend of the next month for your order. The ideal time to take advantage of local deliveries is near the end of a month.
Handling times also apply to local delivery orders.
Tracking is unavailable for local delivery.
Local delivery policies are subject to change as we work to make our services more consistent for customers.
If you have placed an order with a tracked delivery option, you will be notified of your tracking number through e-mail.
Please note that there may be a delay before tracking numbers have been scanned in by your courier.
Help! My tracked package hasn't arrived!
- Your tracking says your order was delivered, but you have not received it
- Your tracking status has not changed for over one week
- Your tracking status says something unexpected
We advise that you contact the courier regarding the status of your package so that they can begin to investigate the issue.
Please also contact us if you are concerned with the tracking status on your order. Please also note our covid-19 PSA regarding delays.
In some cases, the recipient address causes issues. We recommend that you use the address provided through Canada Post or USPS's address lookup tools to avoid possible delays due to address issues.
We will evaluate your situation on a case by case basis. Depending on your situation, we may offer to replace your order out of pocket. Please note that generally the responsibility of a vendor ends when the package has been handed off to the postal service. We will try our best to help but know that the liability ends there and there's a serious chance that there may be nothing we can do.
Group Buys and Preorders
Timing and Estimates
Group buy fulfillment estimates are subject to change. By participating in a group buy, you accept that there may be manufacturing or shipping delays on your order.
If you would like to cancel an ongoing group buy order, please contact us. Please note that cancellations will incur a 3% processing fee.
Group buy orders cannot be cancelled after the group buy ends since the items are in production.
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.
We will only accommodate orders under scenario A. 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.
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.
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.)
I'd like to suggest a product.
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. You can always contact us to suggest a product you'd like us to carry.
How do I keep in touch with you?