SHIPPING AND WARRANTY POLICIES

Common Questions

 

Estimated Shipping Date

The estimated shipping date of each product is updated on the product sale page. This could vary with circumstances based on our material partner (Boxes, ID cards, name cards, etc...). However, this might change depending on the availability of Boxes, ID and Name cards, etc.

Order Status & Tracking

You may check the status of your orders on the website by going to the ORDERS tab. When your order has shipped out, we provide a tracking code via email so that you can stay up-to-date with your order status.

Replacement

All products we ship fall under our services warranty: should you have any issue with the stem/surface of the product, kindly contact us and let us know. We are always sure to support!

Please bear in mind that each Artkey keycap is 100% handmade, there are no two identical keys so there might be some minor differences or imperfections. And, because our product is very limited, we may request that you demolish the damaged product in order to receive a replacement, depending on the circumstances.

Keycap replacements are subject to the following terms:

  • Accidental breakage of keycaps is generally not covered for replacement, but you can reach out to Artkey if that happens and we will consider what can be done on a case by case basis (has to be original owner and within 1 year of delivery)

  • Faulty keycaps are eligible for replacement within 6 months of delivery. A keycap is considered faulty when:

    • The stem doesn't work or is broken.

    • Some elements of the keycap have come off (e.g. Visor).

    • Some element of the cap was physically damaged during initial shipping from Artkey (the shipping damage must be reported within 30 days of arrival to the original raffle winner).

ID card replacements are subject to the following terms:

  • ID cards are eligible for replacement within 2 years of delivery.

  • Replacement of ID cards is limited to 2 cards per year for each customer.

  • Only the original raffle winner is eligible to request a replacement ID card. Verification of the winner’s details will be required to process the request.

  • Each replacement will cost you $20 plus any additional shipping fee.

Refund

You can get a refund within the 3 days that follow the payment of the invoice. Past that time, you cannot get a refund.

Process for parcel damaged/lost in transit

Artkey will process a refund or replacement as soon as the courier has completed their investigation.

Shipping

International orders are shipped via DHL, while orders within Vietnam are shipped by Vietnam Post. Shipping and handling fees are included in each invoice and are paid by the buyer.

Raffle wins will be shipped to the address provided by the winner at the time of invoice payment. Winners can update their shipping address once per year, but the recipient's name and phone number must remain the same.

Please do not use a PO box or request shipping to a military address, restricted area, naval port, or Jurong Island, as all carriers refuse to ship to these locations. If an item is lost or damaged during shipping, we will do everything we can to resolve the situation, often by sending a new product to the buyer at no additional cost.

Taxes, Duties & Tariffs

All international buyers will need to pay import taxes, duties, and tariffs (if any) according to your country’s governing laws in order to clear customs. Artkey shall not be held responsible for any delays caused by customs payments.

Payments Methods

We accept payments via PayPal, Credit or Debit card, and Vietnam domestic ATM card (applicable for Vietnam only)