Shipping Policy

Shipping information requirement.

 

We can't ship to APO address and PO box. 

For Japan, we require address in Japanese. Please also fill in a Japanese name if you have one.

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 Taiwan, we require address in TRADITIONAL CHINESE (繁體中文). Please also fill in a TRADITIONAL CHINESE name if you have one, also, your National Identification Number (統一編號) as per request by customs clearance policy. Put this in your order note.

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

 

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 DHL system.

 

When will you ship the item?

We‘ll ship the item ASAP and upload the tracking number within 14 days, but the time of delivery depends on local delivery speed and customs clearance, which we cannot fully control. Usually, it takes 7-20 working days for you to receive the parcel.

 

Can you declare the parcel as a gift?

No, sorry the courier service does not accept this kind of declarations.

 

VAT or import tax included?

Due to the customs policy of different countries, we CANNOT control the taxes. Our product price does not include VAT or import tax for your country. We will try our best to declare a comparatively lower value for the product. If you have a further question about the declared value, please feel free to send us an email at support@keychron.com, thank you.

Remote area shipping cost.

Shipping cost does NOT include extra costs defined as remote area shipping fees on DHL’s website. Please check here if your location is considered remote: http://www.dhl.com.hk/en/express/shipping/shipping_advice/surcharges.html(Click Remote Area Services>>Remote Area Delivery>>Check for Remote Locations) to check.


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 (Usually, it's in Singapore or Hong Kong). 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 cover the return shipping cost. Once we received the product in our Hong Kong warehouse, we will issue a refund for the product cost via Stripe.

-If it appears as "Delivered" on courier's website (ie: DHL) for more than 3 months, 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 3 months after it has been "Delivered" on courier’s website.

 

 

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