Frequently Asked Questions

Shipping/Returns

  • 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 and we will do the best we can to help out. If there are extenuating circumstances, return authorization will be granted on a case-by-case basis.
  • Can you offer cheaper shipping?
    • No, the shipping prices that are shown are directly pulled from USPS, DHL, UPS, and FedEx are the actual prices. These are the cheapest prices we are able to get.
  • What is your processing time?
    • No matter what shipping option you choose, our processing time will, in most cases, be 2-3 business days. Our fulfillment associates work Monday through Friday so if you placed an order on the weekend, your order will not be fulfilled until Monday at the earliest. 
  • Can I cancel my order?
    • Yes, you can cancel your order. Due to payment processor rules, user-initiated cancellations are subject to a 3% cancellation fee. For ended group buy cancellations, the cancellation fee is increased to 5% since we have already submitted funds to the manufacturer for production. Please submit an order cancellation request through the Self-Service Portal and a customer support agent will assist you with the cancellation. Please note that this fee does not apply to group buy items that fail to hit MOQ.
    • Note on cancelling in-stock orders: We strive to fulfill orders as quickly as possible, and often our fulfillment operations will have fulfilled your in-stock order before support has a chance to respond to any cancellations or inquiries. While we're working on creating a better experience, currently order cancellations for in-stock items cannot be guaranteed before your order ships.
  • I placed two orders. Can you combine them and refund shipping?
    • Unfortunately, we don't have a great way to handle combining orders in our system. This is something we hope to improve, but for the time being, we cannot combine orders. Instead, please submit a ticket using our "Contact Us" widget to request an order edit. We'll be happy to help. 
  • Customs
    • Customers are responsible for paying the local taxes as assessed by your country. CannonKeys is NOT responsible for any customs, VAT, or import taxes.
  • Will you mark down the value of my order for customs?
    • No. This is illegal and could get us into a lot of trouble.
  • How does international shipping work and do you ship worldwide?
    • We do ship worldwide! We highly recommend DHL for our international customers. We no longer offer USPS international shipping as too many packages were getting lost. Note that international shipments can take quite a while depending on where you are located. We are not responsible for lost international packages. Please select the appropriate insurance to cover your order.
  • Where are you located?
    • We are located in Rhode Island (RI) in the United States.
  • Can I change my shipping address?
    • Yes, you can now edit those yourself via our Self Service System. Please note that depending on where you are changing the address to, there may be additional shipping charges.
  • What happens if a package is "returned to sender"?
    • If we receive a "return to sender" package we will refund the items in the order minus a 3% return to sender fee. We will not refund any shipping charges. If we are billed extra for return shipping, that will also be deducted from the refunded amount.
  • My package never arrived, what do I do?
    • If your package didn't arrive, please submit a ticket using our "Contact Us" widget. We will check fulfillment status on our end, and if the package is lost, help guide you through the claims process.
    • Contact your shipping provider to check package status. Once we get a clear status, our next steps are to file a claim. For some situations, we file the claim while in others, the claim needs to be filed by the customer. We will provide guidance.
  • My package says it was delivered, but didn't show up. What do I do?
    • Once our shipping partner picks up a package, they are responsible and held liable to deliver your order.
    • Often, packages are misdelivered and arrive within a few days. Please contact the local office for your shipping provider for more information on your order.
    • If misdeliveries are a common issue, we strongly recommend adding insurance so your order is fully protected.
    • If the order remains undelivered after a few days and after calling your local shipping office, you will need to file a claim. Please keep us posted on the claims progress so we can work with you to get you the items from your order, or otherwise make sure your order is made whole.
  • Can I get my lost item reshipped?
    • Due to the limited quantities of our products, we are unable to guarantee an equal replacement. However, we will work with you to make sure you're made whole through the claims process, a refund, or a replacement if we have the item in inventory.

Miscellaneous 

  • Can you edit or change my order?
    • With our Self-Service Portal, you can now seamlessly submit order edit requests Please submit a ticket using our "Contact Us" widget to handle order edits.
  • I contacted you and haven't heard back in a couple days.
    • Our customer support team works Monday through Friday answering customer submitted emails. We try and answer emails within 2-3 business days. If you send an email to us on the weekend, we will reply to you on Monday at the earliest. The best way to submit a ticket is through our "Contact Us" widget in the bottom right corner of our website.
  • I sent you a reddit/discord/instagram message, but I haven't heard back? What's going on?
    • Our official support channel is our email. Reddit, Discord, and Instagram can be unreliable. Always use email to get in touch with us!
    • What size screws come with your Brutal series keyboards?
      • All of our Brutal series keyboards come with M2x6 plate screws and M2x10 case screws. You can find out more specifics here.

    Group Buys

    • 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 we will include on the order page an estimated timeline for production and shipment.
      • If a group buy item does not hit MOQ, all orders for that item will be cancelled. Those orders will not be subject to the 3% cancellation fee.
    • You missed your estimated timeline. What's going on?
      • We provide 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 typically not available after submission of the group payment to the manufacturer. Once the bulk order is submitted, the money that would be available for refunds is gone. That said, refunds may be made available on a case-by-case basis at our discretion, given extenuating circumstances.
    • Can I transfer my GB spot?
      • We do not allow for transferring of GB spots for any reason. If you need a refund, we do allow for those on a case-by-case basis at our discretion. Selling of GB spots will result in cancellation.

    Product Support

    • PCBs
      • 45 day replacement period (upon order receipt) for product defects. We ask that you return the defective product, and we'll ship you a new one.
      • 1 year exchange period (upon order receipt) for repair issues. Subject to product availability. Customer to pay for shipping.
      • *Desoldered PCBs, Mill-maxed PCBs and/or user error issues do not qualify.
    • Group Buy Items
      • Due to limited inventory for group buy items, we can only offer replacements within 14 days of receipt.
    • Keyboard Carrying Cases
      • Keyboard carrying cases that ship with keyboards are meant to protect keyboards during shipping. These keyboard cases are made to order to fit the keyboard precisely, and are limited in quantity. As such, we do not replace carrying cases if the case arrives damaged. Ideally, no keyboard carrying case arrives damaged, but at times, couriers are rough with packages and damages can occur. 
      • Please note that foam keyboard carrying cases purchased separately will be replaced if they arrive damaged.
    • Aftermarket Purchases
      • We cannot offer support for aftermarket purchases or purchases made on secondary markets. Once one of our products has been re-sold, we are no longer responsible for any issues the product may have.
    • Other Issues
      • Please submit a ticket using the "Contact Us" widget at the bottom right of your screen.