FAQ

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

If you’re looking to return or exchange your in-stock order, we're here to help! We offer free returns or exchanges of any damaged/functionally defective items within North America that have been approved for an RMA (Return Merchandise Authorization) within 30 days of receiving your order (some exclusions apply). You can return your product for store credit, a different product, or a refund* to the original payment method. *PayPal has a refund window of 180 days from when the order was placed. If the PayPal refund window is closed, a Deskhero gift card will be issued in the same value.

Group buy/In-stock cancellations or return of items that are not are not eligible for an defective/damaged RMA are subject to a 5% processing fee. All shipping costs are non-refundable. Customers are responsible for any Return shipping costs.

Note: All In-stock Deskmats are Final Sale and cannot be returned or exchanged.

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

Shipping/Returns

Please check your order once you get a shipping/tracking 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, Canada Post, 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 for UPS/Canada Post must be submitted within 90 days (domestic), to be eligible for any compensation for those who purchased Shipping Protection. 
  
  
• 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.

The single best way to make sure you get your package after months in production is to use CanadaPost Flex Address. Register here: https://www.canadapost.ca/cpc/en/personal/receiving/alternative-delivery/flexdelivery.page 

• I moved/I entered the wrong address! How can I change the shipping address for my order?  

• NEW As of August 4, 2022 

1. Login to your Deskhero.ca account here: https://www.deskhero.ca/account 
2. Under your Order History click on any order that has not yet been fulfilled
3. Click on the "Update Shipping Address" button on the right side

Please make sure the address, phone number, postal code is correct as Insurance will not cover any shipments not received due to incorrect address.

Note: Updating the address only works if the new address is within the same country. If you are moving to another country please email our support at support@deskhero.ca with your order number(s) and new address. We will need to switch the address on our side. 

•  Updating your Deskhero default address will only affect new orders (not previous orders made).
  
  
• If you do not have a Deskhero Account 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. 

Update Your Account/Profile with your new default address for future orders.

1. Login to your Deskhero.ca account here: https://www.deskhero.ca/account and click on the View addresses link
2. Update your profile with the new address and save.

• What is your Group Buy/Pre-Order 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.
    
    
• 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/Keyboard Kits covered under warranty?
• Please test PCBs as soon as possible using safe testing methodology. PCB's must be tested with tweezers prior to being soldered/built or we cannot verify if the PCB was defective/DOA and any warranty will be void. 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/replacement (if stock is available) 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 assembled) with manufacturer's original carton and must include all components or other items originally packaged with the product (i.e. cables, manuals, bump-ons/feet, etc.).
• Keyboard Lubing can damage your keyboard, and will void the warranty if used.
• Custom cables, PCBs, LEDs, diodes, keyswitches, lubricant, and similar parts sold for keyboard repair or modding 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, stripped screws, 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.
• If you prefer to return your keyboard/key board kit to Deskhero for any reason, we are happy to accept all returns meeting the conditions listed above. Return shipping costs are the responsibility of the customer unless you have a qualifying defect and approved for an RMA. Please note your order's original shipping charges are non-refundable. There is a 5% Return processing fee.
• 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 is a Pre-order?
• They are a subset of Extras that are sold at a higher price than the original Group Buy price. There's less of a wait than group buys, and they WILL ship with the group buyers.

• Can I cancel my Open Group Buy/Pre-Order order?
• Business days are Monday-Friday, so if you send a ticket Friday evening to Sunday, it may take awhile for us to respond. If it is in regards to an order cancellation or edit, we cannot guarantee we will be able to amend the order prior to it being fulfilled, but we try our best to accommodate all requests. 
  
  
• Cancellations during an open group buy/pre-order (group buys or 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. These orders will be refunded via Deskhero gift card only. See https://www.paypal.com/ca/smarthelp/article/how-do-i-request-a-refund-faq406

• See PayPal Policy here: https://www.paypal.com/ca/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 account/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 account, 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/ca/smarthelp/article/how-do-i-request-a-refund-faq406
  
  
• 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.

• Why am I being charged for shipping on a Keyboard Group Buy, I thought shipping is free over $300? 
• Custom keyboards from group buys tend to be pretty heavy, so the normal Free Shipping wont apply. Deskhero is still on the highest discount tier shipping available for both CanadaPost and UPS so it shouldn't be too bad.  

• 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.

• Can I purchase a Group Buy/Pre-order item with a ready ship/in-stock item in the same order?
• Unfortunately no. Group Buy/Pre-order items arrive months after the end of a group buy/pre-order so we are not able to hold in-stock inventory for such a long period until the Group Buy/Pre-order item arrives. 
  
  
• 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 you offer cheaper shipping?
  • No, the shipping prices that are shown are directly pulled from Canada Post, USPS, DHL, and UPS, and are the actual price. These are the cheapest prices we are able to get.
    
    
• What is your processing time?
  • Usually able to ship out within 2-3 business days for in-stock/ready ship items. (See below for Group Buy estimated times)
  • Deskhero observes Canadian holidays. Order processing, shipping, and customer support will be delayed during those times.
  • Please note payments made via Paypal echeck take more time to process and any in-stock/ready ship items will not be reserved while payment is pending. Stock may be sold out prior to payment being cleared and your order may be cancelled.
    
    
• Do you ship internationally?
• Yes we ship worldwide - but some specific addresses might not work if our carriers cannot reach that area. if you try running through the checkout process you should be able to select name of country and then enter in your postal/zip code to see if it works.
   
• Do you ship to PO Boxes? 
• Yes we can ship to PO Boxes within Canada but only through Canada Post. Or through USPS in the United States.
  
  
• Will you mark down/under declare the value of my order for customs?
• No. We will be as compliant to laws & regulations as much as possible. 
  
  
• Do you offer price adjustments?
• Unless otherwise stated as part of the specific sale terms, if an item you ordered within the last 14 days goes on sale, we will refund you the price difference on the original order. Any orders placed outside of the 14 day window are not eligible for a price adjustment.
  
  
• Where are you located?
  • I am located in Winnipeg, MB in Canada
    
    
• Do you offer Local pick up?
• Due to the current Covid situation we can no longer offer Local Pickup and are not yet set up for curbside delivery.  We're working on it and hoping local pick up/curbside delivery will be doable in the future.

• What 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 Protection to their order. 
  
  Each quantity is enough for $100 additional protection (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 protection) 

  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.ca

 

Miscellaneous 

• Can you edit or change my order?
• Editing may be possible on a case by case basis.  Although there is a maximum 60 day window where order edits are available. 
  
  
• Can I merge a couple orders to save on shipping? 
• No longer supported. Shopify doesn't actually allow merging on the back end (for some reason) so its a manual process to refund shipping on one order, and add a "note" on both orders and hopefully get them packed together come shipping time. Its too time consuming and way error prone.
  
  
• I sent you an email and haven't heard back in a couple days.

• ​Please see: https://www.deskhero.ca/pages/customer-support

  We try to answer emails within 1-2 business days (10 am - 5 pm). Please shoot me another email if you haven’t heard back after 3 business days.
• 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, shipping 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

• 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.

• What is MOQ?
• Group Buys are subject to MOQ's or Minimum Order Quantities. This is the minimum number of units needed per Group Buy/Group Buy variant for our manufacturers to agree to produce to ensure customers get the best pricing. MOQs are set by the manufacturer.

• If the Group Buy does not meet the required MOQ for a particular item/variant, then that item will be cancelled and fully refunded to the original payment method used.  
  
  

• 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.
• Check out our weekly update page here: https://www.deskhero.ca/blogs/news/weekly-updates
  
  
• What is the estimated shipping time on Group Buys?
• GMK/KAT typically begin shipping 12-14 months after the end of the Group Buy
• ePBT/SA/Infinikey typically begins shipping 10-12 months after the end of the Group Buy
• Deskmats typically begin shipping 9-11 months after the end of the Group Buy
• Note: The estimated date of delivery for any Group Buy/Preorder is just that - an estimate. Delays and setbacks may occur and are not uncommon.