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Ultraglide Broken-in MX Black 1.2 Million Actuation on Sale this week! Click here.
Ultraglide Broken-in MX Black 1.2 Million Actuation on Sale this week! Click here.

FAQ

Frequently asked questions about products, shipping, timelines and more.

General

Where do you ship from?

All of our products ship from our warehouse in Calgary, AB, Canada. We offer local pickup for Calgarians, and ship our products worldwide via Canada Post or DHL.

How long does it take for my product to ship?

I aim to have all orders shipped within 3 business days of orders being placed. Please keep the human on the other side in mind when emailing/DMing about order inquiries. There sometimes is an exception for worked in switches, as well as keyboard kits (lead time will be stated on the product page), and events out of my control (sickness, family emergency).

After that it is up to the shipping courier (see estimated shipping times below).

What are the estimated shipping times?

4-7 days for Expedited Parcel within Canada

7-28 days for Untracked Bubble Mailer within Canada

5-10 days for Tracked Packet to the USA

10-14 days for Untracked Bubble Mailer to the USA

1-2 weeks to Europe and Japan/Korea

Up 2-3 weeks for SEA

Please note that these are just estimates, and can change rapidly due to weather, lockdowns or thermonuclear war.

What is your return/cancellation policy?

Returns will be granted on a case by case basis at my discretion. In all cases the customer is expected to pay for return shipping if there is no issue with the product.

If the customer requests to cancel an order before it is shipped, a 3.5% restocking fee will be applied.

Please note that switches are not applicable for returns, as there is no way to determine if they were modified/opened/tinkered with. PCBs are only eligible for return/replacement if they are tested and found to be faulty before building - instructions are provided on how to test them.

Shipping Help

My tracking number doesn't work

First check to see if you selected Untracked Shipping.

If you did not select untracked shipping, and you just got the notification that your package has shipped, it's because I haven't generated the shipping manifest for that batch. The tracking numbers update as soon as the manifest is generated, and can be a day after the label is generated - hold tight!

Very rarely something gets borked and I can sort it out, so please contact me if it is neither of the above.

Untracked Package Information

Untracked packages are to be used at your own risk. There will be no returns/refunds for lost untracked packages, as I or the postal service cannot guarantee these once they leave my hands.

With that being said, I have had very few issues in the last year with untracked US packages.

$4.99 Untracked Bubble Mailers (Oversized Lettermail) within Canada are also quite reliable.

My package is marked as delivered and is nowhere to be seen!

First check with neighbours or behind plants near your door etc. first.

Second, I've been noticing that postal carriers (Canada Post and USPS both do this) will mark a package as delivered, but won't physically deliver it until the next day. I think this has something to do with quotas and is a terrible practice, but please wait one day after this has happened to contact me - it usually turns up. If not, we will proceed as if it is lost. See below.

I think my package is lost! What can I do?

If you have an untracked package, please see the Untracked Package Information section.

If you have a tracked packet within Canada, please contact Canada Post and have them open a service ticket for a lost package. Then contact me at andy@rndkbd.com once you have the ticket and I will help from there. Note that the maximum claim that can be made is for $100 CAD.

For international customers, a lost package requires patience. Please contact me at andy@rndkbd.com and I will begin a ticket with Canada Post. Finding lost international packages is quite rare, so I recommend DHL Express if shipping via your country's national post isn't extremely reliable.

Other

When is X product coming back in stock?

If it isn't declared on the product page when something is expected to restock, feel free to check with me either via email or Discord.

An item was missed/defective

I make mistake sometimes!

If I happen to miss an item in your order, I will be happy to refund the item in full or ship it to you at my expense.

In the rare case of a defective product, once provided appropriate evidence/reasoning I will refund the defective product in full and cover any return shipping if needed.

Can I have a discount code?

Sure, why not - you read the FAQ. Type the last name of the NBA G.O.A.T in the discount bar for a few % off.

Any other questions?

Please contact us at andy@rndkbd.com or send us a live chat!