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, and UPS, and are the actual price. 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?
    • You can cancel your order. Due to new payment processor rules, user-initiated cancellations are subject to a 3% cancellation fee. Please email us at support <at> cannonkeys.com to cancel your order. This fee does not apply to group buy items that fail to hit MOQ.
  • 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 email support <at> cannonkeys.com to request an order edit. We'll be happy to help. 
  • 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. Please email us at support <at> cannonkeys.com with your order number and new address. 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 email support. 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?
    • Please email our support email to handle order edits.
  • I sent you an email 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. Our email is support<at>cannonkeys.com.
  • 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 and/or user error issues do not qualify.
    • Group Buy Keycaps
      • Due to limited inventory for group buy keycaps, we can only offer replacements within 14 days of receipt.
    • 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 email support <at> cannonkeys <dot> com for other issues.