Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to firstname.lastname@example.org.
- Pre Sale Questions
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 8-24 hours!
Pre Sale Questions
We have a small team and experience high traffic in support. We usually reply within 48 hours. Don't worry if you haven't responded for more than 48 hours, the emails may be in your spam, please check first; Or please resend us.
All Series keycaps & keyboards are developed by our own factory.
For customized products, we must first confirm the final design draft with the customer before arranging the production. The production cycle is 1-2 weeks.
Manufacturing is the first step. It can be delayed by communications issues (language barriers), slow factories (bigger customers take over time slots), technical problems (uncommon), and shipping/parts delivery issues (customs clearance can be messy).
Shipping is the second step. Things begin with packing and labeling. Once at the warehouse, check-in begins. Every item must be counted and inventoried. And then we will repack them and ship them by FedEx.
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
In group buys, you pre-purchase a unique product with a group so it can be manufactured. This helps to create small-batch and custom items that otherwise wouldn't get made, but delivery can take a long time (estimates will be provided). If the group buy fails to meet minimum order quantity, all orders containing the item(s) are cancelled and refunded.
If you want to cancel the group purchase order, please contact us in advance, if the product is in production, then we can contact the factory to cancel the order, but if the product has been picked up by FedEx, we are sorry that we cannot cancel the order, and for this reason, we do not provide free return the goods.
Contact email@example.com to provide your order number and updated shipping address / phone number. And please give us a detailed address, because FedEx can't ship to Po box address.
Customized products do not support returns, because they are customized according to different customer needs.