MK Customer Support

MK Customer Support Store policies and Service FAQs

Why is my International refund less than expected?: In the vast majority of cases where International refunds appear to be less (or more) than what was anticipated, it is a matter of the currency exchange rate changing. The payment for every order submitted to MK is converted to USD at the time of your transaction. All refunds issued by MK are also in USD. If your bank account uses a non-USD currency, your bank must then convert the USD refund to your local currency using the current exchange rate.

Exchange rates are driven by global market conditions that we have no control over - they can go up and they can go down. If the currency rate changes between the time you placed the order and when a refund is issued, those changes will be reflected in the refund. Sometimes the exchange rate has changed in your favor (oddly we never get support tickets when this happens) and sometimes it has changed the other direction. MK receives no benefit in either scenario. We refund the order in the exact same currency we received it in: USD.

MK is not responsible for covering the difference caused by an exchange rate decrease.

For additional information on how exchange rates may have affected your refund, please contact PayPal, your bank, or your payment method provider.

Do you have a store / accept local customers?: Yes, we welcome customers residing in or visiting the Nashville, TN area to come by our store and demo our mechanical keyboards in person!

For directions to the Fairview location, enter your address or ZIP code below, and click Go.

Full address or ZIP code

We also have a showroom in Chandler, Arizona.

Do you have any coupons or discount codes?: MK sometimes offers coupons and discounts.
You can apply a coupon to your order on the View Cart page, in the "Use Coupon Code" section.

Please be sure to add coupons at the time of purchase. We are unable to retroactively apply coupons that were missed, entered incorrectly, or forgotten. We can, however, sometimes make an exception if you notify us with your order number and coupon code during the promotional period. Any requests made after the promotion has ended will not be honored.

Sorry, we are unable to retroactively apply coupons to pre-orders.

How can I add signature confirmation to my order?

Signature confirmation requires the carrier (FedEx, USPS, etc.) to collect a signature from some one within the 'Ship To' address.

Good For:

Customers wanting to avoid their shipment being left at their door when no one is home.
High value shipments.
Anyone who has ever had a shipment 'Confirmed Delivered' to their address, but did not actually receive the shipment - for any reason.
If any of the above applies to you, we highly recommend purchasing signature confirmation for your shipment.

Do Note:

You must be home to collect the shipment.
Carriers will only make three delivery attempts before sending the package to your local hub OR returning it to sender (Mechanical Keyboards).
This feature is not available for international orders.
If you would like the carrier to hold the package for you, you will need to call them and request the hold (have your tracking # handy).
FedEx: 1-800-463-3339
USPS: 1-800-275-8777
UPS: 1-800-742-5877

Why doesn't Mechanical Keyboards automatically include signature confirmation on shipments?

Convenience: Many customers are at work or elsewhere during normal delivery hours. Requiring a signature on all shipments would prevent these customers from ever receiving their order.
Speed: Most people prefer this industry standard default method as, barring rare instances of theft or mis-delivery, it ensures they receive their package as soon as possible.
Cost: Rather than increasing all shipping charges, we provide signature confirmation as an optional, low-cost service.

To add signature confirmation, please add to to your cart here.

How long does my order take to ship out?: All in-stock orders ship next business day or same business day by noon (CST).
For pre-order items, please check the estimated 'Available Date' on that product's page.
Same day shipping is available for an additional fee of $15 on qualifying orders until 4PM CST (must contact us via phone prior to order placement).
Please be aware that attempting to use mismatched billing and shipping addresses will often delay your order's shipping time, as this requires additional verification steps.

What are your pre-order policies?

Mechanical Keyboards Inc will sometimes offer the ability to pre-order items. The restock date shown on the product listing is the date we expect the inventory to arrive at our store for shipping.

Please note the following before placing your pre-order:

Pre-orders are filled on a first come, first serve basis.
All pre-orders are charged immediately.
We offer our absolute best guess as to the restock date of new inventory, but sometimes models can get held up in production, quality control, border customs, or any other number of situations. Estimated dates are subject to change.
If you move to a new address, it is your responsibility to notify MK in advance of shipment. We are unable to cancel or change shipping details for an order that has already shipped.
If your order contains a mix of in-stock and pre-order items, this can cause delays in shipping, as the order ships out once ALL items are shown in stock in the system. If you have placed an order with mixed-date items and would like to receive the in-stock items sooner, please submit a ticket and we will ask the warehouse whether a manual partial shipment is possible for your particular order.
You can cancel your pre-order at any time before we receive the keyboards without penalty.

In cases of very popular products, a pushed back ETA may indicate the estimated time for the following shipment and not the current shipment. In such a case, orders placed before the original ETA will still ship around the original ETA. To get details for a product, use our newly implemented Stock Availability page.

How can I cancel my order?: If you wish to cancel a pending order, please submit a support ticket using the category "Order Cancellation Request."
Please note that if you do not select this category for your ticket, your request will likely not be seen in time to stop your order from shipping.

Mechanical Keyboards Inc is able to accommodate cancellation requests up to the point of label creation with no fees or penalties. Once a shipping label has been created, we will be unable to cancel your order.

Please place your order carefully as standard return policies will apply to shipped orders.

How do I check my order status?: In order to view your order status online, you must have created an account by entering a user name and password when you originally placed your order. If you did create an account, simply log in and click the Order History tab. If you have forgotten your user name or password, you can ask for a reset here.

What are Add-on items?: The Add-on item program allows us to offer low-priced items that would be cost-prohibitive to ship on their own. Orders containing Add-on items must be $25 or more.

Tip: You can bypass the Add-on item order minimum by adding the Add On Buster to your cart.

Can I use a prepaid card?: Absolutely! Prepaid cards from major carriers like Visa and MasterCard work just like regular credit cards. Be sure to hang on to your pre-paid card after using it in case you need a credit or refund.

Additionally, some customers like transferring their prepaid credit to PayPal which can provide additional flexibility.

My credit card was declined due to an AVS mismatch. What is this?: This means that the Billing Address or Zip Code on file with your credit card company does not match the billing information entered at checkout. If you feel this is an error, we suggest contacting the card issuing bank using the telephone number on the back of the credit card. Have them verify the zip code on file.

Please note that we have no control over cards being accepted or declined. Canadian customers getting this error should make sure not to place a space between the 6 characters in their postal code.

Please note: If your card has been declined for any reason, the charge amount may show as a pending charge in your credit account for up to 72 hours. Although it may look like a normal charge on your online statement, it will never actually hit your account.

My order was canceled without my request. What should I do?

If your order was canceled by MK and you did not request it, it is almost always related to a billing issue triggered when we begin to manually process your order.

If you believe this was a mistake, we suggest taking the following steps:

1) Contact your credit card company to ensure the billing address on file with your credit card matches your billing address at checkout.
2) Place a new order for the same item in your original order.
3) If it was a pre-order, submit a ticket with your new order ID and reference the old order ID in the message explaining what happened. We will move your new order to the same place in line for pre-ordered stock as your original order.

Do you allow the use of shipping forwarders?: Yes, we can ship to a shipping forwarder as long as the order is paid with a verified PayPal account.

In the event of a package being damaged in transit, proof must be given that the damage occurred while in transit from our facility to the shipping forwarder's address. Should a package be damaged between the forwarder and the destination address, we will not be held responsible.

With regard to RMA issues and manufacturer's defects, we only ship to the original stateside shipping address used for orders when we ship out repairs/replacements under warranty. If you require direct shipment for such RMA requests, additional funds will be necessary.

I entered the wrong shipping address. Can I change it?: Information on any order shipped via Free Economy service cannot be changed once the order has shipped from our facility.

If your order has shipped via UPS, please note that creating a user account at the UPS website often allows the address owner more intercept/delivery options than we are able to access as the shipper. To sign up for UPS Choice, click here.

If there is an error on the shipping address, it is the customer's responsibility to coordinate with the carrier directly to track down and correct the shipment. This is usually either a combination of FedEx and the Post Office, or UPS and the Post Office.

If your package is ultimately "returned to sender" to MK, you will receive a standard refund on your order minus any return to sender fees after we receive and process the package.

My shipment was confirmed delivered, but I never received it.

My carrier says my package was delivered, but I never got it! Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days.

If you've waited a couple of days and you still don't have the package:

See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
Contact the Carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) We also recommend contacting your local carriers hub.

To file a trace report, or to report a lost package, see the links below!

UPS Customer Service Link
FedEx Customer Service Link
USPS Customer Service Link
DHL Customer Service Link

Numbers used to file a trace request:
FedEx: 1-800-463-3339
USPS: 1-800-275-8777
UPS: 1-800-742-5877

In case of theft, you may consider calling your local police office.

Any claim of non-delivery must be reported to us within ten days of the carrier's confirmation update marking it "Delivered." After that, we are not responsible for the whereabouts of your package.

What happens if my order is returned to sender?: Tracking information is provided with every order we ship via email. If delivery of your shipment has been attempted or if your shipment is being held at your carrier's local office, it will be shown under your tracking information. Therefore, it is your responsibility to ensure the collection of any held or max-attempted shipment.

Whether the shipment is intentionally refused or the shipping carrier reached their 'Delivery Attempt Maximum' or 'Hold Time Maximum', if your package is returned to Mechanical Keyboards Inc by the shipping carrier, your order will be restocked and refunded less the cost of shipping plus any RTS fees the carrier charges us. We will not ship it again for free. If you would like us to reship your order, please place a new order and be sure to double check the Ship To address provided.

Why did my order take longer to arrive than quoted?: Please remember that all transit times are quoted in business days and that any orders placed after noon (CST) will not ship out until the following day. For example, if you place an Overnight order at 6pm on a Friday, your shipment cannot actually leave our store until Monday, which means it will arrive Tuesday. Note that the same shipment, if ordered at 8am on Monday would still arrive on Tuesday. This works across the board for ALL online merchants because shipping companies like FedEx and the Post Office do not include weekends or holidays in their shipping estimates. The above shipment would not arrive until Wednesday if that Monday was a Federal Holiday such as Memorial Day.

Please take this into consideration when ordering towards the end of the week.

International shipping is just an estimate. Once your item(s) ship from our warehouse, we have no control over the speed in which your package is delivered. Sometimes orders will arrive before the estimated number of days, sometimes orders arrive after. We reserve the right to cancel and refund any order in advance for any reason. In the event, your refunded order results in a below 0 balance due to currency exchange rates, MK is not responsible for the difference.

How will you ship my international order?

To see if MK ships to your country and check Duty & VAT rates, visit our Ship to list

MK now offers Prepaid Duty & VAT calculations for Canada, UK & most EU Countries (DDP).

Other International countries are (DDU) and the order recipient will be listed as the "Broker of Record" on the shipment. MK does not collect your Country's Duties and Taxes in advance, and DDU Customers are responsible for any and all customs fees, taxes, duties, processing and additional carrier fees. Fees are complex, based on the value of the shipment contents and other, sometimes random factors, that we cannot predict or calculate for you in advance. Please research or contact your local customs department for details before ordering.

Based on the shipping method you select at checkout, your International Order may ship with any of the major International Carriers - DHL, UPS, FedEx, or USPS.

MK will not provide false data as to the contents or value of your order to reduce your customs fees, so please do not ask.
Once an international order has shipped, we are unable to intercept or reroute the package.
In the rare event a package is rejected by the customer (whether for non-payment of fees, buyer's remorse, delivery refusal, or any other reason), the item is destroyed, not returned to us, and as such, no refund can be issued.

What countries do you ship to?: For a list of countries MK currently ships to, please visit our Ship to list.
You can also check the Country dropdown at checkout to view the same list.

My Country is NOT listed on your shipping list.

We currently offer shipping to these countries. Due to high cancellation rates and the items listed below, we no longer offer custom invoices for customers in countries not included in our ship to list. MK will only ship to countries found on the dropdown list at checkout.

Reasons your country may not be on our ship to list:

Shipping difficulties. This includes shipping delays, poor tracking, poor local post handling, and lost shipments.
High levels of fraud
High cancellation / refund rates
Unable to ship due to COVID-19

We evaluate ship to countries on a quarterly basis and may add or remove countries from this list. If your country is not listed, we suggest using a shipping forwarder (confirmed payment addresses only).

What are the customs fees / duties for my International shipment?: Customs fees are not included in your shipping charges when you place your order. The fees are based on the value of the shipment and other, sometimes random, factors that we cannot predict. If fees are a concern, please research or contact your local customs department for details before ordering.

Remember: all customs fees, brokerage charges, taxes, or duties are the buyer's responsibility. Mechanical Keyboards Inc is in no way responsible for any of the above fees as related to your international order.

Please be aware this includes any carrier fees that may be charged to the customer at delivery. The carrier's procedures and amounts will vary depending on your country, and we are not provided these details in advance. In the rare event a package is rejected by the customer (whether for non-payment of fees, buyer's remorse, delivery refusal, or any other reason), the item is destroyed, not returned to us, and as such, no refund can be issued.

Please note: We will not provide false data as to the contents or value of your order to reduce your customs fees, so please do not ask.

Why is my International refund less than expected?: In the vast majority of cases where International refunds appear to be less (or more) than what was anticipated, it is a matter of the currency exchange rate changing. The payment for every order submitted to MK is converted to USD at the time of your transaction. All refunds issued by MK are also in USD. If your bank account uses a non-USD currency, your bank must then convert the USD refund to your local currency using the current exchange rate.

Exchange rates are driven by global market conditions that we have no control over - they can go up and they can go down. If the currency rate changes between the time you placed the order and when a refund is issued, those changes will be reflected in the refund. Sometimes the exchange rate has changed in your favor (oddly we never get support tickets when this happens) and sometimes it has changed the other direction. MK receives no benefit in either scenario. We refund the order in the exact same currency we received it in: USD.

MK is not responsible for covering the difference caused by an exchange rate decrease.

For additional information on how exchange rates may have affected your refund, please contact PayPal, your bank, or your payment method provider.

What are your Repair Policies?

We are the primary authorized repair center in the United States for several brands. We are happy to assist with your repair request for these brands!

Please note the following:

Customers unable to bring their keyboard to our store in person are responsible for shipping the keyboard to our store for repair.
A return shipping service may be available, please check with customer service here for more information.
Any item not purchased from MechanicalKeyboards.com or Mechanical Keyboards Inc will not be accepted
Warranty claims must be submitted directly by the original purchaser, and are non-transferrable.
Mechanical Keyboards Inc will pay for all domestic shipping charges related to shipping the repaired keyboard back to you.
Most all brands have a 1-year manufacturer's warranty. If you are unsure of your brand's warranty or your time of possession, please contact us for verification before sending in your keyboard(s).
Make sure your keyboard is clean before sending it in for repair. Keyboards with large amounts of filth and debris not only cause a health concern for our techs, but also take a great deal of time for us to clean. Such keyboards will incur cleaning charges ranging from $10 - $40 based on severity.
Broken factory seals on cases, physical damage (including pulled stems), and/or spills will not be covered under our repair policy, and will be subject to a return shipping charge without repair and/or refund. Please note that we will hold these boards for 30 days before they are destroyed should we not be contacted regarding this return shipping.
Our technicians repair keyboards in the order in which they were received. Please allow up to 2-4 weeks for your keyboard to be repaired. In rare cases, it may take longer if we have to wait on specialized parts from the manufacturer.
To expedite your repair, please include a note in the box stating any and all issue(s) with the keyboard, a good call back number, and your return address.

Please contact us with any questions prior to shipping your return to our store.

To send in your keyboard for repair, please follow the steps below:

1)   If you have not contacted us beforehand, please click here to contact our Customer Service staff.
2)   Fill out a copy of our Return Form, available here.
3)   Package the keyboard securely with the Return Form included in the box. Ensure that it is well-cushioned in the box (using items such as bubble wrap, packing paper, foam wrap, etc.) and tape the box up with secure packing tape that will keep all of the contents safely enclosed.
4)   Send the package to the address below using the shipping carrier of your choice.
                        Mechanical Keyboards Inc
                        RMA #[your order number here]
                        7118 Loblolly Pine Blvd
                        Fairview, TN 37062
5)   Email us your return tracking number for our records.

Once the keyboard arrives to our Repair department, it will be inspected and repaired, and we will email you a tracking number when it's on the way back to you. If your keyboard cannot be repaired (either because it is not possible, or because damage or a spill was discovered by our techs), you will instead receive an email discussing the next steps for resolution.

What are your return policies?

To send in your keyboard for a return, please follow the steps below:

1) Fill out a copy of our Return Form, available here.
2) Package the keyboard securely with the Return Form included inside the box. Ensure that it is well-cushioned in the box (using items such as bubble wrap, packing paper, foam wrap, etc.) and tape the box up with secure packing tape that will keep all of the contents safely enclosed.
3) Please reach out to us here to use our shipping return service. For domestic U.S. orders, you will receive a pre-paid return label at no charge upfront.
($10 will be deducted from the final cost of the return.)

If you decide not to use our shipping return service, or are outside the United States you may send the package to the address below using the shipping carrier of your choice.

                        Mechanical Keyboards Inc
                        RMA #[your order number here]
                        7118 Loblolly Pine Blvd
                        Fairview, TN 37062

Alternatively, you can take the order to one of our physical store locations for free processing in Fairview, Tennessee or Chandler, Arizona.

There is no prior authorization or RMA number needed to return items. However, if your item is having issues, it is best to reach out to our support team before returning the item by clicking here -- some issues can be resolved by troubleshooting via email.

Products that are not eligible for return and will be sent back to you at your cost and expense if received by us:

Any item not purchased from MechanicalKeyboards.com or Mechanical Keyboards Inc.
Any item returned 30 days after the purchase date. Adjustments to this limit may be made in cases of pre-orders and International Shipments. We have also extended the return window for the 2023 Holidays until January 31st.
Any item that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product
Any item from which the UPC code has been removed from its packaging (if applicable)
Any item that exhibits physical damage, including damage to original retail box and accessories
Any item that has a broken factory seal on its case, torn 'Do Not Remove' sticker over screw
Any item that exhibits evidence of a spill, regardless of severity
Any item for which you have submitted a mail-in rebate
Any handmade or custom item
Any gaming item, including but not limited to: games, dice, card decks, paint, miniatures, game kits, playmats, card sleeves or portfolios, books, markers, etc.
Make sure your keyboard is clean before shipping sending it in for return. Keyboards with large amounts of filth and debris not only cause a health concern for our employees, but also take a great deal of time for us to clean. Such keyboards will incur cleaning charges ranging from $10 - $40 based on severity.
Please allow us 5-10 business days to process your return upon receipt.

Returns that are not in like-new condition or are missing original accessories can be assessed fees up to 50% of the retail cost of the product. Such fees are at the discretion of the return technician.

Purchasing two or more keyboards at the same time of different switch types with the intent to keep only the one you like best is prohibited. Returns of this nature will be assessed a 15% restocking fee for each board that is returned. Due to the high number of returns, repeat keyboard returns by the same customer may be assessed a 15% restocking fee for each board that is returned.

It is at the return technician's discretion to deduct any applicable fee they see necessary, should a return not meet the above criteria.

Please note that Mechanical Keyboards Inc does not offer "keyboard exchanges." All returns will receive credits issued to the payment method used automatically. To accomplish the equivalent of "exchanging" a keyboard, return the original keyboard and purchase a new one.

In the event we send you an incorrect keyboard, we do apologize. However, if the keyboard is returned to us used, dirty, etc, we will ONLY accept it as a normal return with all applicable return fees.

Can I return an item for exchange?: No, at this time, items cannot be returned for an exchange. If you wish to exchange an item, please return the item you no longer want, and simply place a new order for the item you do want. We will issue a refund for your returned item as normal. This makes the process faster and simpler.

What does Mac Compatible mean?: MechanicalKeyboards.com uses the following guidelines when determining Mac compatibility. We cannot control how the keyboard will function when used on your personal devices and are unable to guarantee continuing operation.

Compatible - This keyboard should connect and operate as designed with small variances. May not allow for use of Mac-only shortcuts or certain key-swapping functions.
Limited compatibility - While this keyboard will connect and function with a Mac, certain auxiliary functions of the keyboard may be limited or lost. MacOS updates may increase this effect. 3rd party software may help.
Not compatible - The functions and features of the keyboard may be affected in such a way that it will not dependably connect or operate.

Are DIY and Custom items covered under warranty?

DIY items and custom items with manufacturer's defects are ONLY eligible for a refund if they are:
1) Reported within 30 days,
2) Proven to have a manufacturer's defect (not user damage or improper use), and
3) Returned in unused condition.

Items that fall into this category can include custom cables, PCBs, LEDs, diodes, keyswitches, lubricant, and similar parts sold for keyboard repair or modding. These items do not have a warranty from the manufacturer, and we cannot be held liable for damage including, but not limited to, damage from improper use, installation, or modification.

Keyboard lubing can damage your keyboard, and will void the warranty if used.

Please contact our Support Team prior to returning your item to discuss the best available options.

What is the MK Guarantee?: The MK Guarantee extends the MechanicalKeyboards.com return window from 30 days to 60 days and adds a full year to the keyboard's standard warranty for all MK-branded keyboards. Such as the MK Typist, MK Night Typist, MK Disco, etc.

Empty box scam: We are aware of this scam. Please do not waste our time or yours by claiming your box arrived empty. Our processes makes this impossible. Additionally, carriers weigh and record the box as it travels through their automated network. An empty box with packing material weighs roughly 7 to 8 ounces. If, for example, your shipment weighs over 3 pounds according to the carriers tracking details, the box is/was not empty and you will not be refunded for the keyboard you received.

Custom Cables and Kits: Since our cables and cable kits are handmade to order, we are unable to accept returns or exchanges. We cannot make any alterations or changes to an order that contains one of these cables, including cancellations.

Manufacturing and processing time is generally within 3 - 4 business days of placing the order. Please note that the shipping time begins after the cable is made and transferred to the carrier.

All cables are tested before shipping out. If you do discover any issues with your cable, please contact us within the first 30 days here.

Our cables are compatible with 99% of all keyboards, but if your keyboard has a high power requirement it may not function properly. The USB Mini is not compatible with some keyboards that have cable channels and smaller tolerance ports. If you are worried about compatibility issues please contact us before making an order.