Shipping Policy

For Canada, we’ll ship through DHL Express only, the ETA is around 7 business days after we ship. There is a chance you might be taxed, but the chance of getting taxed is very low right now, it’s less than 20%. Please be aware of that.

For Spain, we can’t ship to Balears Province, Las Palmas, and Santa Cruz de Tenerife. We can’t ship to any island address in Europe.

We can’t ship to APO, DPO addresses, and PO box. We don’t ship to forwarding addresses.

For Mexico🇲🇽, we require your RFC or CURP as requested by Mexican customs clearance. Please include this information in your order notes. Additionally, please be aware that you are responsible for paying any applicable import taxes. We’re not able to compensate you anything due to this.

For Indonesia🇮🇩, we require your Indonesia Tax ID (NPWP), ID Number (NIK-Nomor Induk Kependudukan), or Indonesia Driver’s License as requested by DHL and Customs. Please make sure the document holder’s name is the same as the recipient’s name on the shipping information.

For Switzerland🇨🇭, due to the local customs situation, we’ll ask for your confirmation via email that you agree to pay VAT to the local customs before we ship your parcel out. Since we can’t get the parcel back once we shipped it out, we’re not able to compensate you anything for your order to Switzerland due to VAT issue reason.

For Mainland China🇨🇳, we require address in CHINESE, please also fill in a CHINESE name if you have one.

For Japan 日本🇯🇵, お名前や住所など注文に必要な情報は英語にご記入ください。

For Korea🇰🇷, we require your personal customs code or birthday as per request by the Korean customs clearance. Put this in your order note.

For Saudi Arabia 🇸🇦, we require your Short Address as requested by the Saudi government regulations. The short address is in the format of 4 English letters + 4 digits, 8 characters total (e.g., RAGI2929). Please ensure this is entered correctly before submitting your order. How to obtain the Short Address:

a. Saudi Post (SPL) official website: https://splonline.com.sa/ar/

b. Automated hotline: +966 11 289 88888

c. WhatsApp: recipients may send their live location to SPL to receive the Short Address.

Fill in your city and zip code and try to match it with DHL’s system, we can only ship if your address is accepted by the DHL system, fill in where ever a place as shipping origin is fine if necessary.

When will you ship the item?

We‘ll ship the item in two business days and upload the tracking number ASAP, but the time of delivery depends on local delivery speed and customs clearance, which we cannot fully control. Here are the ETA vary by destination:

US: 4 to 6 business days via DHL Express (Keyboard and Mouse), or 7 to 15 business days via Yuntrack. *Some orders may experience delays due to customs clearance.
Canada, Australia, New Zealand, Japan, Mexico: 4 to 6 business days (Keyboard and Mouse).
Europe: Around 10 to 20 business days via Yuntrack.
Malaysia, Singapore, Thailand, and Vietnam: Around 10 to 15 business days via Com1Express.
Hong Kong, Macao: Around 3 to 4 business days via Yuntrack.
Bahrain, Kuwait, Saudi Arabia, UAE: Around 10 to 20 business days via Yuntrack.
Rest of the world: Around 5 to 7 business days (Keyboard and Mouse).

Can you declare the parcel as a gift?

No, sorry the courier service does not accept declarations as a gift for customs clearance.

VAT or import tax included?

Due to the customs policy of different destinations, we CANNOT guarantee that there is a tax for you. Our product price does not include VAT or import tax of your shipping destination. But we’ll try our best to declare a comparatively reasonable value for the product, please let us know if the customs reach out for anything, we may provide our suggestion if possible.

From our previous experience, the following destinations haven’t been charged for import tax including Singapore, South Korea and other EU (except remote area) such as Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom

If you have further questions, please feel free to email us at support@keychron.com, thank you.

Remote area shipping cost.

Puerto Rico, Guam, US Virgin Islands are required to pay $35 additional cost as per the quote from DHL. Shipping cost does NOT include extra costs defined as remote area shipping fees on DHL’s website, we will email to ask for $35 additional cost if your zip code is in remote area. Remote Area List here (It will automatically download a pdf on DHL, simply search your shipping destination’s name and you’ll see remote area code) to check.

You can provide us an alternative address which is not in DHL remote area list to avoid this cost.

Additional notice about shipping

This is the client’s responsibility to help for successful order delivery. There are several situations that the parcel will be returned to the shipping company’s country of origin warehouse:

-We will contact the client ASAP once we receive any notification from our shipping company that your parcel is stuck in the customs due to any custom clearance reasons. If the client does not provide any necessary information within 48 HOURS that is required by the customs (such as tax payment) in a timely manner. The parcel will be returned to the shipping company’s country of origin warehouse. If the client wants to re-ship the parcel, you may need to pay an additional fee (according to the bill from our shipping company). If you decided not to get the parcel at your own discretion, you may need to carry the burden for return shipping cost (according to the bill from our shipping company). We will refund retail price(not included extra shipping cost if paid when you placed your order) after the deduction of the return shipping cost.

-We will contact the client ASAP once we receive any notification from our shipping company that either delivery address or phone number is incorrect. However, if the client does not reply to our inquiry promptly, it will lead to the failure of the parcel delivery. The client may need to carry the burden of additional cost for re-delivery.

-After customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to request it within 7 days upon product/parcel arrival, and the customer needs to cover the return shipping cost. Once we received the product in our warehouse, we will issue a refund for the product cost via Stripe.

-If it appears as “Delivered” on courier’s website (e.g.: DHL) for more than 1 (one) month, the delivery details on courier’s website will be deleted. The courier will not provide any compensation to us for these order, that’s why we can’t provide any refund if the client does not inform us to investigate the parcel via email 1 (one) month after it has been “Delivered” on courier’s website.

-To avoid return of shipment, customers are required to provide full name in the information form. The cost of the return will be the responsibility of the customers if the name in the form is incomplete.

Where do we ship?

We ship the keyboards internationally except for the destinations listed below:

*Destinations NOT covered by us: Israel, Afghanistan, Åland Islands, Albania, Algeria, Angola, Anguilla, Antigua & Barbuda, Armenia, Aruba, Ascension Island, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bosnia & Herzegovina, Botswana, Brazil, British Indian Ocean Territory, Burkina Faso, Burundi, Cameroon, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, Chile, Christmas Island, Cocos (Keeling) Islands, Comoros, Congo – Brazzaville, Congo – Kinshasa, Cook Islands, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, India, Iraq, Isle of Man, Jersey, Kenya, Kiribati, Kosovo, Kyrgyzstan, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Malawi, Mali, Martinique, Mauritania, Mayotte, Moldova, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nauru, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, Réunion, Russia, Rwanda, Samoa, San Marino, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, South Sudan, Spain (Balears Province, Las Palmas, and Santa Cruz de Tenerife), St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Svalbard & Jan Mayen, Taiwan, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turkey, Turkmenistan, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, Uganda, Ukraine, Uzbekistan, Vanuatu, Vatican City, Venezuela, Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe

For additional questions, shoot us an email at support@keychron.com

Warranty Policy

Keychron products are covered by a warranty (excluding Gift Card).

Note: The warranty is provided in addition to the rights and remedies granted to you by the seller or granted to you under applicable legislation. Therefore, any remedy (e.g. rectification, claim for damages, right to terminate the contract) granted by Keychron or by the law applicable remain unaffected e.g., the right to claim lack of conformity within 12 months from the date of purchase.

The warranty covers all defects compared to the specification of the product in question, that may arise in the product within the below-mentioned warranty period, however, with the exceptions set out below.

Unless otherwise explicitly stated in documents provided in connection with the purchase, the warranty period is twelve (12) months.

The warranty period starts when the product(s) is delivered to the first end-user. This warranty does not extend to any product whose serial number has been defaced or altered, just as the warranty will cease if you make modifications in the software not authorized by Keychron.

Note: If it appears as “Delivered” on courier’s website (e.g.: DHL) for more than 1 (one) month, the delivery details on courier’s website will be deleted. The courier will not provide any compensation to us for these order, that’s why we can’t provide any refund if the client does not inform us to investigate the parcel via email 1 (one) month after it has been “Delivered” on courier’s website.

The following are NOT covered by the warranty:

Accessories and spare parts (including but not limited to cables, carrying case etc.) sold separately i.e. not bundled with a Keychron product.
Defects that have been caused by disassembling our product, wrongful use, improper installation, non-factory repairs/modifications, or improper adjustment of the product, or neglect, including but not limited to “burn-in”, and similar wrongful use.
Defects that have been caused by lightning, fire, water, or other events of force majeure.
Defects in consumables, (i.e. components that are expected to require regular replacement including without limitation: carrying case, cables, etc.) or use beyond the expected lifetime of the consumable in question.
Defects caused by normal wear and tear, especially for leather product/s.
Items that are prone to wear and tear, such as the keycaps and palm rests, will be covered by our three (3) month warranty.
Compatibility issues, including functions or features of macOS/Windows/Android OS are not supported (i.e. the keyboard in the wireless mode is unable to input numbers to unlock the BitLocker encrypted disk on the Windows PC), certain versions, brands, drivers, and third-party applications of macOS/Windows/Android OS may affect our product functions.

With the herein stated exceptions to claim under the warranty, you may contact support@keychron.com if a defect covered by the warranty arises in your product within the warranty period. Keychron will honor the warranty of our K, C series (e.g.: K1, K2, K3, C1, C2, etc.) keyboards (exclude K Pro series, e.g.: K2 Pro, K8 Pro) and mouses by one of the following methods at our discretion:

Replacing the defective product with the same or similar product.
Replacing the defective parts of the product.

*We reserve the right to ship replacement items only to the original shipping destination of the order, as our shipping service provider does not cover all destinations.

With the herein stated exceptions to claim under the warranty, you may contact support@keychron.com if a defect covered by the warranty arises in your product within the warranty period. Keychron will honor the warranty of our K Pro, K Max, K HE, K Ultra, Q, Q Pro, Q Max, Q HE, Q Ultra, S, V, V Max, V Ultra, C Pro, Lemokey L, and P series keyboards (e.g.: K2 Pro, K3 Max, Q1, Q1 Pro, Q1 Max, Q1 HE, S1, V1, V1 Max, L3, P1 Pro, etc.) by one of the following methods at our discretion:

Defects of K Pro, K Max, K HE, K Ultra, Q, Q Pro, Q Max, Q HE, Q Ultra, S, V, V Max, V Ultra, C Pro, Lemokey L, and P series keyboards have been caused by manufacturing: We will only replace the defective parts of the keyboard, not the whole keyboard, as it’s highly customizable and easy to be rebuilt.
Defects of K Pro, K Max, K HE, K Ultra, Q, Q Pro, Q Max, Q HE, Q Ultra, S, V, V Max, V Ultra, C Pro, Lemokey L, and P series keyboards have been caused by disassembling our product, improper installation, non-factory repairs/modifications, improper adjustment of the product, or neglect, including but not limited to “burn-in”, and similar wrongful use: We will NOT offer free service. We only offer PAID service to replace the defective parts at your own cost (including the cost of parts, shipping fee, and tax if applicable).

Keychron products marked as being a special or a limited edition cannot be guaranteed in case of replacement to be replaced with an identical product.

The warranty does not cover the costs of consequential damage or indirect loss or any related expense of claiming under the warranty, such as loss from the inability to operate the product. Products that are developed especially for use in the location in which they are sold, e.g. due to varying transmission systems and approval demands, are not covered by this warranty if defects or malfunctions are caused by the usage of the product in another location.

In order for the warranty to apply, and to claim under the warranty, you MUST include the original invoice (or any proof of purchase) of Keychron where you wish to make your warranty claim, image or video shows the product problem comply with our warranty policy.

If client found that product or color is not what you ordered, please help to provide a photo to include the product and tracking number written/print on paper, then, shoot an email at support@keychron.com to reach our customer service department within 7 days after order delivered.

After a customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to request it within 7 days upon product/parcel arrival, and the customer needs to cover the return shipping cost. Once we received the product in our warehouse, we will issue a refund for the product cost via Stripe.

We guarantee our service, including replacement parts, for 90 days or the remaining term of your keyboard warranty, whichever is longer. We offer this whenever you get customer service from us.

For Gift Card related questions, please refer to here.

Note: Please be cautious when you decide to apply DHL “no signature required delivery” service since packages could be missing and Keychron is not responsible for this.

For additional questions, shoot us an email at support@keychron.com.

Refund Policy

Refund policy

Return of the product also depends completely on the warranty of the product. We do not accept a random return of products unless there is a quality issue which we cannot solve. If you do return the products randomly, we will not offer any refund.

If you have a quality issue to report, you can write us an email at support@keychron.com and we will suggest you solutions. If we feel that the issue needs to be checked by the tech team, we will inform you to return and we will offer you a replacement product. You can email us and we can provide you with the return shipping address of our warehouse based on your location.

Don’t like the product and want to return it.

According to our warranty policy, if it is not related to product quality problem, and the customer wants to return the product, the customer needs to request it within 7 days upon product/parcel arrival, and the customer needs to pay the return shipping cost, as we’re not able to request return shipping label from courier partner at the moment, we need your help to check the return cost with the courier or Postal service, and please, you must inform us the tracking number once you shipped out the return product. Once we received the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to Keychron warehouse). You can email us at support@keychron.com and we can provide you with the address to our warehouse where you can return the product.

Received wrong layout/version

If you find that the product layout or version you have received is not what you ordered, please provide an image of the product and tracking number written/printed on paper. Email this to us at support@keychron.com within 7 days after the order has been delivered to you.

Order cancellations

If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.

Refunds (if applicable)

We offer refund/replacement only once we have received the product. It generally takes up to 7 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Right of Withdrawal & Return Costs for EU Customers

If you are a consumer residing in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party you designate, other than the carrier) receive the goods.

To exercise this right, you can inform us of your decision by an unambiguous statement — for example, by emailing support@keychron.com. Please return the goods to us within 14 days of telling us you wish to withdraw. You will bear the direct cost of returning the goods; where goods are defective or incorrectly supplied, we cover the return cost.

We will reimburse all payments received from you for the goods, including standard delivery charges, within 14 days of receiving the returned goods or of receiving proof that you have sent them back, whichever is earlier, using the same payment method you used for the order.

For EU consumers, this section applies notwithstanding anything above.

Late or missing refunds (if applicable)

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

Then contact your credit card company, it may take some time before your refund is officially posted. Next, 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 yet, please contact us at support@keychron.com.