Table of Contents
General Questions
Q. Where are you located?
A. We are located in sunny central Florida, USA. ☀️
Q. What countries do you sell to?
A. Currently, we can ship physical products to locations in the United States and Canada. We’re always looking to expand our reach, so if there’s a product you’d like to see available in your region, let us know! Digital products that do not require shipping may be purchased by anyone regardless of location.
Order Questions
Q. What shipping methods do you offer?
A. All physical goods orders, including international orders, will be shipped via USPS. The following table summarizes the available shipping options.
| Shipping Service | Service Type | Weight | Delivery Estimate |
|---|---|---|---|
| USPS First-Class Mail | Domestic | < 1 lb | 2-5 business days |
| USPS Priority Mail | Domestic | 1-20 lbs | 1-3 business days |
| USPS International | International | 1-4 lbs | 1-4 weeks |
For US-based orders, Priority Mail shipments are insured for up to $100 including shipping costs. International orders are insured for up to $200 including shipping costs.
Q. What is your return/exchange policy?
A. If you received defective or incorrect items in your order, let us know via our contact form, and we’ll help you process an exchange for the correct items! Please note that exchanges must be requested within 7 days of order receipt. Due to the nature of the products that we sell, we are unable to accept returns on non-defective merchandise.
Orders placed in error may be cancelled within 48 hours of order submission, as long as the following criteria are met:
- Your order has not yet shipped.
- For group buy items, cancellation must be requested at least three (3) days before end of group buy.
Please use our contact form to request a cancellation. Note that a cancellation charge equal to our payment processing fee (typically 2.9% + $0.30) may apply to your request. We recommend checking your order carefully before submitting! For more on refunds and transaction fees, please refer to Stripe’s documentation.
If you suspect fraudulent use of your card, please contact us with supporting evidence, and we will be glad to assist. Please do not request a chargeback before contacting us directly.
Q. What are the differences between in-stock, preorder, and group buy items?
A. In-Stock – Items that are in hand and ready for immediate fulfillment. These items are typically shipped within 2-4 business days of purchase.
Preorder – Items that are currently in production or en route to our location. Once stock is received at our location, preorders will be fulfilled before the remaining units are made available as in-stock items.
Group Buy – Items that are funded by individual buyers prior to production. For more information on group buys, please refer to our breakdown of the group buy process below.
Due to differences in fulfillment timelines, items of different types (i.e. in-stock and preorder) may not be combined into a single order. Orders that attempt to circumvent this restriction will be cancelled and refunded in full.
Q. What is a group buy? What can I expect when ordering a group buy item?
A. While regular preorders are typically placed for items that are in production, a group buy order is used to secure one or more units of an item before production begins. They’re a great way to fund niche product runs and help smaller businesses–like ours!–bring items to market that might otherwise be cost-prohibitive to produce. Hooray group buys! 🎉
Like other types of crowdfunding campaigns, group buys are typically run for a period of several weeks. An expected fulfillment timeline will be provided at time of purchase and represents the vendor’s best estimate for when items will be ready to ship. A typical group buy process might look something like this:
- The buyer places an order during the group buy period. Payment for all items is taken at this time. This payment secures the buyer’s items, which are added to the running production total.
- Once the group buy period has concluded, the vendor tallies up the totals, rounds up as needed to cover extras, and submits the batch order for production. Since items and quantities are finalized once payment is made, no changes to individual orders may be made at this time.
- Depending on the manufacturer’s backlog, production may begin at any time after payment is submitted. Updates are provided at regular intervals to inform buyers of the current production status. If production should encounter a significant delay, the buyer will be notified by email and will have the opportunity to cancel or keep their order.
- After production has completed, the batch order is dispatched to the vendor. The buyer is contacted via email and asked to confirm their shipping address.
- The batch order is processed into inventory upon arrival, and units are allocated to fulfill the buyer’s order. The buyer receives final confirmation and a tracking number once their order has shipped.
- Any units that remain after fulfilling all group buy orders are stocked as extras and made available for regular purchase. Most extras sales are handled as in-stock drops. Drop dates for extras are typically announced several days in advance.
Once we’ve launched our first group buy item, we’ll provide an updates page where you can check the status of your group buy at any time. Until then, if you should have any questions about the group buy process, feel free to reach out to us!
Product Questions
Q. I’m interested in building a Manta58, but I don’t have access to a 3D printer. Can you print one for me?
A. While we’re not offering printed Manta58 cases at this time, this may change in the future–let us know if this is something that you’d be interested in seeing! For now, we recommend one of the following options:
- Local libraries, makerspaces, print shops, and some colleges/universities may have 3D printers that are accessible to the public. If you should have any of these facilities near you, check with them directly to see what policies and/or fees may apply.
- Some members of the mechanical keyboard community may offer custom 3D printing services for a fee. Communities such as /r/mechmarket may be a good place to begin your search!
- Companies such as Shapeways and i.materialise provide high-quality 3D printing services for individuals and businesses alike. These may be a good option if you’re interested in unique materials or higher-end production processes.
Q. Do you offer build services for PCBs that you sell?
A. We do not offer any build services at this time. If you’re looking for someone to help you assemble your Lily58-Pro-RE, consider enlisting the help of an experienced keyboard builder. Keyboard communities on Reddit and Discord may be able to make recommendations!
Other Questions
Q. I have a question that’s not answered here.
A. No problem–we’d love to hear from you! Just drop us a message with the details via our contact form. Response times may vary, but we make every effort to reply to all messages within 1-2 business days.
