Frequently Asked Questions
Quick answers to common questions. Find what you need — fast. If you don't see your question, don't hesitate to reach out to our team!
General
What is DIYKEY?
DIYKEY is a brand dedicated to providing high-quality mechanical keyboard parts, DIY kits, and accessories. We focus on innovation and craftsmanship to help enthusiasts build their perfect keyboard.
Where are you located?
Our headquarters is located at No.1 Lindong 2 Road, Lincun, Dongguan, Guangdong, China. We operate globally with fulfillment centers to serve customers worldwide.
Do you have a physical retail store?
Currently, we operate exclusively online to keep our prices competitive and ship globally. However, we occasionally participate in keyboard meetups and pop-up events!
Do you ship internationally?
Yes! We ship to most countries worldwide. Shipping costs and estimated delivery times are calculated at checkout. For more details, please see our Shipping Policy.
How can I stay updated on restocks and new drops?
The best way to stay in the loop is by subscribing to our email newsletter and joining our Discord community. Newsletter subscribers always get early access to hyped releases.
How can I contact customer support?
You can reach us via email at support@diykey.net. We typically respond within 24 hours on business days.
Products & Tech
Are your switches pre-lubed from the factory?
Yes! Unless specifically stated as "Unlubed" in the product description, all our switches undergo a premium factory lubing process to ensure a buttery smooth feel right out of the box.
Are your switches compatible with my keyboard?
Most of our switches are standard MX-style and support 3-pin or 5-pin hot-swappable PCBs. If your keyboard uses optical sensors or proprietary low-profile sockets, standard mechanical switches will not fit.
What is a Pre-Built vs. Barebones keyboard?
A pre-built keyboard is fully assembled and ready to type out of the box. A barebones kit includes the case, PCB, and stabilizers, but requires you to purchase and install your own switches and keycaps.
What should I do if a switch has bent pins?
We use crush-proof packaging, but minor pin bending can occasionally happen during transit. This is perfectly normal and easily fixable by gently straightening them with tweezers. It does not affect functionality.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and other major credit/debit cards. Payment is processed securely through our encrypted checkout.
When will I be charged for my order?
Your payment method will be charged immediately upon successfully placing your order, including for Group Buys and Pre-orders.
Is it safe to use my credit card on your site?
Absolutely. We use industry-standard SSL encryption and never store your full payment details. All transactions are processed by trusted Shopify payment gateways.
Do you charge sales tax or VAT?
Taxes and duties vary by destination. For orders outside China, you may be subject to import duties or VAT upon delivery by your local customs. These charges are the responsibility of the customer.
Can I use multiple discount codes?
Only one discount code or promo code can be applied per order. However, if you have a digital gift card, it can usually be combined with a promotional discount code at checkout.
Order & Shipping
How does a Group Buy (GB) or Pre-order work?
Group Buys are crowdfunded projects. You pay upfront, and once the ordering window closes, manufacturing begins. Delivery times are estimates (often months) and subject to delays. Please refer to the specific product page for timelines.
Can I combine multiple orders to save on shipping?
If your orders have not been fulfilled or shipped yet, please contact our support team immediately. We will do our best to merge them, but it is not guaranteed during high-volume periods.
Can I change or cancel my order after it’s placed?
We process in-stock orders quickly. Please contact us within 2 hours of placing your order to request changes or cancellations. Group Buys cannot be cancelled once the GB window has closed.
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a tracking ID. You can track your shipment path in real-time by entering your code directly onto our Logistics Tracking Link, or view tracking history inside your profile.
What should I do if my order arrives damaged?
We’re sorry to hear that! Please contact us within 7 days of delivery with your order number, photos of the damaged/incorrect item, and a brief description. We’ll arrange a replacement or refund.
I didn’t receive my order but tracking says “delivered”.
First, check with neighbors or building management. Carriers sometimes mark packages as delivered prematurely. If you still can’t locate it after 48 hours, contact us and we’ll help you file a claim.
After Sales
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unused, in original packaging, and with all accessories. Switches that have been soldered or heavily modified cannot be returned.
How do I return an item?
To initiate a return, please contact our support team at support@diykey.net with your order number and reason for return. We’ll provide you with a return address and instructions.
What is covered under warranty?
All DIYKEY products come with a 12-month manufacturer’s warranty covering defects in materials and workmanship. Normal wear and tear, or user-induced damage (like broken hot-swap sockets) are not covered.
How do I claim warranty for a defective product?
Please email us at support@diykey.net with your order number, a video or photo showing the defect, and a brief description. Our team will review your claim and arrange a replacement or repair.
Can I get a refund instead of a replacement?
Refunds are available for eligible returns within 30 days of delivery. For warranty claims, we typically offer a replacement, but in some cases, we may issue a store credit or refund if a replacement is not available.