FAQ

General FAQ

1. What is your return & exchange policy for in-stock/ready ship items?

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges of any damaged/functionally defective items within 30 days of receiving your order. Applicable to orders in the US only - some exclusions apply. You can return your product for store credit, a different product, or a refund to the original payment method.

Please see our Policies page here: https://www.deskhero.shop/pages/policies

2. Where are you based?

DESKHERO is actually based in Canada, the US version was created to support the GMK 🅱️ Group Buy and was intended to be more of a "Pop Up" store for Americans. Although, depending on how it goes I may keep it up and provide other products to US customers such as headphones, mice and prebuilt keyboards. We'll see :)

Group Buys Specific FAQ

Shipping/Returns

Please check your order once you get a shipping notification to ensure that the shipping address is correct.

It gives us a chance to perform any redirection operations if possible. Re-routing/intercepting a package is done as a courtesy and cannot be guaranteed. Please provide ample time for address changes prior to fulfillment to ensure your package gets delivered to you.
If your order has been fulfilled and you still require an address change, reach out to the carrier first to request a redirection (UPS, USPS etc.) as we may not be able to process your request in time.
Once shipping confirmation is provided, it is up to the customer to track the package and follow any updates on delivery. It is the customer's responsibility to pick up any packages left at a pick up location. Be sure to let us know if you haven't received your package after 12 business days after the expected delivery date. Any carrier claims must be submitted within 90 days (domestic) for investigation for eligible refunds who have purchased Shipping Insurance.
Customers will be responsible for any charges for re-routing and/or re-shipping of orders. Undeliverable (failed delivery attempts due to customer unavailability) or Unclaimed/Moved/Unknown packages that are returned to us are also subject to a 5% processing fee to reship and are non-refundable.
If you plan on moving please set up a forwarding address.

What is your return policy?
- As a rule, we don’t accept returns due to the nature of these products. If you have a problem with your order, please email us at support@deskhero.ca and we will do the best to help out. If there are extenuating circumstances, return authorization will be granted on a case-by-case basis.

Can I cancel my open group buy/pre-order order?

Cancellations during an open group buy/pre-order (group buys/pre-orders that have not yet closed or ended) will incur a 5% fee due to Payment Gateways such as PayPal/Visa/Mastercard no longer returning transaction fees.
All refunds will be made to the original payment method with the exception of Paypal if the refund window has closed/over 180 days. See https://www.paypal.com/us/smarthelp/article/how-do-i-request-a-refund-faq406
See PayPal Policy here: https://www.paypal.com/us/webapps/mpp/ua/upcoming-policies-full
No cancellations will be accepted if an order has already been fulfilled or entered the fulfillment phase. If your message is sent outside of support hours or within days of fulfillment there is a chance your order will be fulfilled before it can be cancelled.
Customer support is available during Monday-Friday 10am - 5 pm CST.
All shipping costs are non-refundable.

Can I cancel my in-stock/ready-ship order?

Fastest way to cancel your order is to have a Deskhero profile. Create a free profile using the same email address as your order.
Once created and the order has not yet been fulfilled or entered the fulfillment phase, cancellations can be done online on deskhero.ca. Go into your order and hit the Cancellation button at the top right hand of the order screen. If the Cancellation button does not work - it means your order is already in the middle of the fulfillment process.
If you do not have a Deskhero profile, you must notify us via support@deskhero.ca. To be eligible for a cancellation, we must be notified within 5 hours of placing the order.
NO cancellations will be accepted if an order has already been fulfilled or entered the fulfillment phase.
NO cancellations notified via email will be processed on Fridays after 5pm CST, on weekends or during holiday closures.
Customer support is available during Monday-Friday 10am - 5 pm CST.
All shipping costs are non-refundable.
If your message is sent outside of support hours there is a chance your order will be fulfilled before it can be cancelled and will be subject to any return or cancellation fees. We strongly encourage customers to sign up for a free Deskhero account to help manage their orders online to cancel an order if necessary.

Can I edit my in-stock/ready-ship order?

Once created and the order has not yet been fulfilled or entered the fulfillment phase, you must notify us via support@deskhero.ca for any edit requests. To be eligible for an order edit, we must be notified within 5 hours of placing the order. NO edit requests notified via email will be processed on Fridays after 5pm CST, on weekends or during holiday closures. Customer support is available during Monday-Friday 10am - 5pm CST. If your message is sent outside of support hours there is a chance your order will be fulfilled before it can be changed and will be subject to any return or cancellation fees. We strongly encourage customers to sign up for a free Deskhero account to to cancel an order if necessary if an edit cannot be made.

I used PayPal during the group buy - Can I get a refund on my item?

PayPal return window is unfortunately 180 days - if your group buy item has not shipped but is past the 180 days since the order then we can offer store credit in the full amount. https://www.paypal.com/us/smarthelp/article/how-do-i-request-a-refund-faq406
Note: This is not a Deskhero policy but a limit placed by your service with Paypal. As with all other retailers, we can only refund to the original payment method used for financial tracking and security reasons. We cannot do any direct e-transfers to Paypal accounts for the same reason.

Where is my refund?

Refunds are done manually and usually take 2-3 business days to process. Once issued, your credit card company can take between 3-7 business days to finalize the transaction.

I'm missing an item from my order. What do I do?

Double-check your package for the missing item(s) as sometimes certain components may have shifted during shipment and may be hidden in various nooks and crannies. If any items are missing from your order, contact us at support@deskhero.ca within 14 days of receiving your package. Make sure to provide pictures of all items in your package along with the shipping box and packing slip.

I received the wrong item. What do I do?

Please contact us at support@deskhero.ca. When you do so, make sure to provide pictures of the wrong item and the packing slip from inside the package. We will help you you get the correct item.

Are DIY and Customs Items like Keyboards covered under warranty?

Please test PCBs as soon as possible using safe testing methodology. Any damage incurred during your keyboard build will void your RMA. We will inspect for any damage caused by the user/evidence of modification. Remember, there is a limited number of PCBs so please be safe.
Use the correct driver size for screws. Be mindful of stripping screws during your build!
DIY items and custom items with manufacturer's defects are ONLY eligible for a refund if they are:
1) Reported within 30 days,
2) Inspected by manufacturer and proven to have a manufacturer's defect (not user damage or improper use), and
3) Returned in unused condition (and not built) with manufacturer's original carton and must include all components and other items originally packaged with the product (i.e. cables, manuals, etc.).
Items that fall into this category can include 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.
Any defective parts for Keyboard kits must be shipped to us at your cost and expense. Deskhero will pay for cost of return shipping of replacements for defective parts.
Keyboard Lubing can damage your keyboard, and will void the warranty if used.
Please contact our Deskhero Support Team prior to returning your item to discuss the best available options.

My keyboard has stripped screws. What can I do?

Check out these recommendations from IFIXIT.

What exactly is "Additional Shipping Protection"?

Since Route is not clear when it comes to supporting pre-orders/group buys, we're allowing customers to add Additional Shipping Insurance to their order.

Each quantity is enough for $100 additional insurance (there is already $100 baked in) which will cover any carrier issues.
For any issues we must wait until the conclusion of any investigations done by the shipping carrier. If they deem that the product was lost on the fault of their own, then we will definitely cover you for the amount purchased (minimum $100 of the included insurance)
This does NOT include porch pirates/stolen products from your property after it has been delivered however.

Please be mindful of your deliveries from Deskhero.shop!

Can you offer cheaper shipping?
- No, the shipping prices that are shown are directly pulled from CanadaPost, USPS, DHL, and UPS, and are the actual price. These are the cheapest prices we are able to get.

Can I combine a Group Buy's/Pre-Order's matching (or non-matching in-stock) deskmat with the keyset in my order?
Unfortunately no. There was a time where orders allowed to add deskmats and keysets together but due to the nature of production -deskmats often come many months before the keysets arrive. There is simply not enough space to store deskmats for months at at time.

This may change in the future, and some sets may allow it depending on manufacturing timelines for both the keysets and deskmats.

Can I merge two or more orders to save on shipping?

Unfortunately, combining orders need to be done manually and has caused too many errors with fulfillment to split it out. We are continually trying to improve our systems and are working towards making this possible in the future.
So please be mindful of your final order!

Would I get partial shipping if some items have not yet arrived?

Unfortunately no; if your order incudes any other products not yet in stock, shipment will have to wait till all products in your order have been received. When placing an order with us, shipping costs are calculated for one shipment only. If you would like to split ship your order, please let us know and we can arrange for additional shipping.

What is your processing time?
- Usually able to ship out within 2-3 business days for in-stock/ready ship items.
- Deskhero observes Canadian holidays. Order processing and customer support will be delayed during those times.

Will you mark down the value of my order for customs?
- No. We will be as compliant to laws & regulations as much as possible.

Where are you located?
- I am located in Winnipeg, MB in Canada

I moved! How can I change the shipping address for my order?
1. Login to your Deskhero.shop account here: https://www.deskhero.shop/account and click on the View addresses link
2. Update your profile with the new address and save
3. Email us at support@deskhero.ca with your order number(s) and new address. We will need to switch the address on our side.
Notifications of address changes must be made at least 5 business days prior to order shipments. Updating your Deskhero profile will only affect new orders (not previous orders made).

If you do not have a Deskhero profile or if you need to change the address of a previous/unfulfilled order, you will need to notify us via email of your new shipping address. Please include the following in the Subject Line: "Address Change Needed". Notifications of address changes must be made at least 5 business days prior to fulfillment/order shipments. If a new address is needed for a recent order (less than 90 days), it may be best to cancel your order through your account if a new address is required as it may take longer for us to process your request.
If your order has been fulfilled and you still require an address change, reach out to the carrier first to request a redirection (UPS, Canada Post, etc.) as we may not be able to process your request in time.
Please note that depending on where you are changing the address to, there may be additional shipping charges.

Deskhero is not liable for address changes that we are not notified of via email or notified of after fulfillment has occurred. As Customer Support is only available M-F and not on Canadian Holidays, we cannot guarantee that your address change request will be processed before it reaches the fulfillment queue.

Customers will be responsible for any charges for re-routing and/or re-shipping of orders due to:

1) New addresses we were not informed of prior to fulfillment

2) Any unclaimed packages where receiver did not collect package

3) Incomplete shipping addresses (eg. missing unit/suite/apt. numbers).

Shipping cost for the initial shipment are non-refundable.

Unclaimed/Moved/Unknown packages that are returned to us are also subject to a 5% processing fee to reship and are non-refundable

Miscellaneous

Can you edit or change my order?

Sorry, but we aren't able to change or edit orders. We can cancel an order if it hasn't shipped yet.

I sent you an email and haven't heard back in a couple days.

We try to answer emails 1-2 business days (10 am - 5 pm). Please shoot me another email if you haven’t heard back after 2 business days. Sometimes I miss an email every now and then. I apologize for that!
It's best to use a new email versus replying to a thread if the original thread is older than a week - threads can often get buried.
Deskhero observes Canadian holidays. Order processing and customer support will be delayed during those times.

I sent you a reddit/discord/instagram message, but I haven't heard back? What's going on?

While I try to respond to every reddit/discord/facebook message, I am not always able to reply. Always use email to get in touch with me.

Group Buys/Pre-orders/Extras

What is a Group Buy?

Group Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production. Due to this, there is often an extended timeline from the order date to when the product is shipped out, with these timelines ranging from a couple weeks to several months. In all Group Buys posted here on the site I will include on the order page an estimated timeline for production and shipment.

You missed your estimated timeline. What's going on?

We provide weekly updates for all group buys, so that customers can stay informed and up to date on the progress. Many times unforeseen issues can occur, which can cause delays.

Can I get a refund for my Group Buy purchase? I changed my mind.

The nature of the GB process means that funds for refunds are not available after submission of the group payment to the manufacturer. Refunds may not be available after submission of your Group Buy order. Refunds will not be available after bulk order submission to the vendor. Refunds may be made available on a case-by-case basis at our discretion. Orders using Paypal have a 180 day refund window. https://www.paypal.com/us/smarthelp/article/how-do-i-request-a-refund-faq406

What is a Pre-Order?

A Pre-Order is a limited allocation of our Extra's for a Group Buy. Pre-orders are at a slightly higher price point than Group Buys but are at a lower price than an Extra. They are a limited quantity and also ship out/delivered at the same time as the Group Buy which is why they are priced higher. Pre-orders become available to order normally a few months before our shipment arrives. Extra's are not typically available until a few weeks or months after the Group Buy has been shipped out.

What is an Extra?

Extra's are a limited quantity typically available for purchase a few weeks after the original Group Buy has been shipped out. These are no longer at the lower Group Buy price point as they were not part of the original bulk order and customers no longer need to wait for the shipment. We cannot confirm quantities available until we receive the initial GB shipment.