Shipping Policy

Shipping methods

Shipping fee

Depends on weight of products selected by customers.

The time frame of an order delivery is divided into two parts:

• If you ordered everything are in-stocked it usually takes us 1-3 days to prepare before shipping the package out.
• If you ordered Group Buy products in your order. It could take 3-4 months for you to receive them. 
• If your ordered both in-stock items and the Group buy products, everything will schedule for you until the Group buys products are ready. (If you want to receive the in-stock items earlier please split the order)
• Shipping time: 5~10 days (In stock keyboards), 8-15 days (other in stock products)

Note:

Customers are to bear the consequences and fees incurred, if the parcel is undelivered due to any of the following situation:

• Wrong/insufficient address or phone number provided by recipient
• Recipient is unreachable when the courier company tries to contact
• Refusal to sign for the package by recipient
• Lost or damaged parcel because recipient opted for “no-signature delivery”
• Refusal to pay for the local tax/processing fee by recipient
• Refusal to provide supporting documents for custom clearance by recipient

Who bears the import tax/custom fees cost?

If the custom fees and the delivery of the parcel are rejected by the recipient, the shipping cost still needs to be paid. Velocifire only arranges the refund of the order amount after deducting the shipping cost incurred.

How do I get help for my order?

In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.

For faulty/missing items, please send an email to support@velocifiretech.com for after-sale services. The following details are required.

• Send an email to support@velocifiretech.com  with an appropriate Subject Title
• Provide your order number and state the issue clearly
• Attach photos and videos to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.

If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, Velocifire reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first. Our team aims to review your email within 1-2 working days. (If we are on vacation, the time will be longer depending on the specific vacation period.)

Will tracking details be provided for my order?

After placing an order, you will receive the order confirmation email. After your order is shipped, you will also receive a tracking email. You can track your order via the tracking number online. If you haven't received the emails or are having trouble tracking your order, please reach out to us for assistance.

Refund Policy

Cancellation

• For non-Group Buy items, we accept order cancellation before the product is shipped or produced. If the order is canceled you will get a refund minus the processing fees that are lost to the payment providers. We cannot cancel the order if the product is already shipped out.
• For custom keyboards and accessories group buys (including extras), please refer to specific sales terms in the page description.

Processing Fees

Any refund is subject to about 5.4%+0.3$ processing fee to cover for various merchant fees that we ourselves to not get back.

Returns (if applicable)

For non-Group Buy items, We only accept return of products from the US orders. Customers have the right to apply for a return within 7 days after receiving the product.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.

For Keyboard Kit

• We do not accept any returns on the grounds of “The keyboard feels bad” or dissatisfaction. As an assembled keyboard can not be sold again as a new product, the request for returning a assembled keyboard will get denied. However, Velocifiretech offers a free repairing service if you are willing to cover the round-trip shipping costs.

• We recommend contacting the courier regarding any issues with shipment. We do not offer refunds if they have an issue with delivery, nor will we resend the order.

The following situations will also not be eligible for a refund request:

    1) incorrect contact information or address was provided

    2) not reply via email or accept calls from the courier

    3) refusing to sign for the parcel

    4) refusing to pay any import tax or fee's

    5) refusing import clearance

For PCB return/exchanges

VELOCIFIRE offers a free three-month warranty for all the PCBs we sold.
The following are exempt from warranty claim(s)
1) The USB Port becomes loose or disconnects from the PCB
2) The hot-swap socket becomes loose or disconnects from the PCB
3) a diode becomes loose or disconnects from the PCB
4) customer modifies the PCB. Example: converting a solder PCB to hot-swap
5) a capacitor becomes loose or disconnects from the PCB
6) a JST connector becomes loose or disconnects from the PCB

For Switches and Accessories

Any switches and accessories lubed or disassembled by customers are exempt from warranty.

For Keycaps
If there is a defect with the Keycaps or any concerns, please contact VELOCIFIRE within 7 days after receiving the parcel. Once the Keycaps are used, we do not accept returns.

For keyboard case(s)
1) Anodized cases are hung to be painted. Because of this, you may find points inside the case from the painting process. This is normal and within our quality acceptance.
2) If there is any damage to the case, please contact us within 7 days of the parcel's delivery. No compensation will be provided after 7 days.
3) Slight scratches to a case or brass weight are acceptable to our quality level
4) If you are to strip a screw, this is not covered by warranty.

For custom keyboards and accessories group buys (including extras) , please refer to specific sales terms in the page description.

Notes

Custom-order or personalized items do not have a right to refund.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons - the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.

Refunds (if applicable)

Once your return is received and inspected, we will email you and let you know. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within a certain amount of days(usually in one week).

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your PayPal account again.

Then contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@velocifiretech.com.

Please contact our Customer service at support@velocifiretech.com to get the return address.