Common Problem
Orders & Payment
What payment methods do you accept?
What payment methods do you accept?
We accept PayPal and major credit cards including Visa, Mastercard, American Express, and Apple Pay. All prices are listed in US dollars
How long do I have to complete payment after placing an order?
How long do I have to complete payment after placing an order?
Payment must be completed within 24 hours of placing your order. If payment is not received within this timeframe, your order will be automatically cancelled.
Can I modify or cancel my order after placing it?
Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within approximately 2 days during the processing period. Once your package has shipped, we cannot modify or cancel the order. If you cancel after shipment, you'll be responsible for return shipping costs.
Are there any additional fees I should know about?
Are there any additional fees I should know about?
Import customs fees, duties, and taxes may apply depending on your country. These fees are the responsibility of the recipient. We recommend contacting your local customs office for specific information about potential charges.
Shipping
How long does processing take?
How long does processing take?
Standard orders typically take 1-2 business days to process (excluding Saturdays, Sundays, and holidays). We'll ship within two business days and provide a tracking number.
What are the shipping times?
What are the shipping times?
Depending on your destination, orders may take 1-12 business days from the date of shipment. Domestic and Hong Kong/Macau/Taiwan orders use SF Express. International orders use DHL or FedEx to most locations.
Do you ship internationally?
Do you ship internationally?
Yes, we ship keyboards internationally to most countries. However, we do not ship to certain destinations including Russia, Ukraine, Turkey, India, and many African and South American countries. Please check our shipping policy for the complete list of excluded destinations.
What if my area is considered a remote location?
What if my area is considered a remote location?
Remote area shipping fees may apply based on DHL's definitions. If your postal code is in a remote area, we'll email you requesting additional logistics and delivery fees before shipping.
What information do I need to provide for certain countries?
What information do I need to provide for certain countries?
- Indonesia: Tax number (NPWP) or identity card number (NIK), or driver's license
- China/Hong Kong/Macau: Chinese address and Chinese name if applicable
- Taiwan: Recipient's identity ID
- South Korea: Personal customs code or birthday
I haven't received my order. What should I do?
I haven't received my order. What should I do?
If you haven't received your order after the specified delivery time, or if it arrives damaged, please contact us as soon as possible and no later than 7 days after the delivery date indicated on your tracking information.
Returns & Exchanges
What is your return policy?
What is your return policy?
Our products are customized to your specifications, so we cannot accept returns or exchanges for non-quality issues. Please carefully confirm all order details before purchasing.
What if I receive a defective or wrong product?
What if I receive a defective or wrong product?
If you find quality issues or receive the wrong product, contact us immediately at support@keysme.com within 7 days of delivery. Provide your order number and photos/videos showing the issue.
How do I initiate a return?
How do I initiate a return?
All returns must be approved by email first. Send an email to support@keysme.com with your order number, proof of purchase, and reason for return. Items must be unworn, unused, and have original tags and packaging.
How long does the refund process take?
How long does the refund process take?
Returns are processed within 7 business days of receiving your package at our warehouse. Refunds will be issued to your original payment account.
Are shipping fees refundable?
Are shipping fees refundable?
No, original shipping fees are non-refundable. If you return a product for non-quality reasons, you're responsible for round-trip shipping costs.
What items cannot be returned?
What items cannot be returned?
The following cannot be returned:
- Items marked as "final discount"
- Personalized/customized items
- Items without original packaging or tags
- Free gifts
- Items from customers with excessive return histories
Product Information
What makes KeysMe keyboards unique?
What makes KeysMe keyboards unique?
KeysMe keyboards feature four core design principles: deep customization options, space-inspired design with ambient lighting, engineered tactile feel, and a signature soundscape tuned for keyboard enthusiasts.
Is there a warranty on your products?
Is there a warranty on your products?
Yes, we offer product warranty coverage. If you experience quality issues, email us at support@keysme.com. We'll recommend a solution and may provide a replacement if needed. Each item is only allowed to be returned or exchanged once.
Where can I find user manuals and guides?
Where can I find user manuals and guides?
User manuals, drivers, and firmware can be found on our website under "User Manual & Driver & Firmware" in the footer menu.
Account & Privacy
How do you use my personal information?
How do you use my personal information?
We collect personal data to provide and improve our services, process orders, communicate with you, and ensure security. Your data is used in accordance with our Privacy Policy and GDPR requirements for EEA residents.
Can I delete my personal data?
Can I delete my personal data?
Yes, you have the right to access, correct, or delete your personal data. Contact us at support@keysme.com to exercise your rights. We'll respond within 30 days.
Do you use cookies?
Do you use cookies?
Yes, we use cookies to provide, protect, and improve our products and services, including personalizing content and measuring advertisements.
Customer Support
How can I contact customer service?
How can I contact customer service?
For product inquiries and general support, email us at support@keysme.com. For influencer recruitment and wholesale inquiries, contact marketing@keysme.hk.
What if I'm missing items from my order?
What if I'm missing items from my order?
Sometimes we ship items separately due to different arrival times. Check your email for notifications about split shipments. If you still have concerns, contact our support team.
Do you have an affiliate program?
Do you have an affiliate program?
Yes! You can earn up to 8% commission on successful referrals through our affiliate program. Join for free and start earning from all qualifying purchases.
Additional Information
Where is KeysMe based?
Where is KeysMe based?
KeysMe is operated by KEYSME Computer Inc. Our terms of service are governed by the laws and regulations of Mainland China.
What if I'm missing items from my order?
What if I'm missing items from my order?
Yes, we have a Blog Post section on our website with articles about keyboards, usage tips, and product information.
Can I subscribe to your newsletter?
Can I subscribe to your newsletter?
Yes! Subscribe to receive the latest news, exclusive offers, early bird discounts, and insider tips straight to your inbox.
Still have questions?
Contact us at support@keysme.com