Answers to common questions. Including processing time, MOQ, price adjustments and more.

How Can I Contact You?<ul><li id="isPasted" style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">You can reach out to us at <a data-fr-linked="true" href="mailto:support@deskhero.ca">support@deskhero.ca</a> or through our <a href="https://discord.com/invite/2utk39S" rel="noopener noreferrer" target="_blank">Discord&#xA0;</a>channel.</li></ul> I sent you an email and haven&apos;t heard back in a couple days.<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">We try to answer emails within 1-3 business days (Monday - Friday: 10 am - 5 pm). Deskhero observes Canadian holidays. Order processing, shipping, and customer support will be delayed during those times.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">It&apos;s best to use a new email versus replying to a thread if the original thread is older than a week - threads can often get buried.</li></ul> I sent you a Reddit/Discord/Instagram message, but I haven&apos;t heard back? What&apos;s going on?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">While I try to respond to every Reddit/Discord/Facebook/Instagram message, I am not always able to reply. Always use email to get in touch with me.</li></ul> What is your processing time?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Fulfillment is usually within 1-3 business days for in-stock/ready ship items prior to shipping. (See below for Group Buy estimated times)</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Deskhero observes Canadian holidays. Order processing, shipping, and customer support will be delayed during those times.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Note:&#xA0;Payments made via PayPal echeck take more time to process and any in-stock/ready ship items will not be reserved while payment is pending. Stock may be sold out prior to payment being cleared and your order may be cancelled.</li></ul> What is the estimated shipping time on Group Buys?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">GMK/KAT typically begin shipping 12-14 months after the end of the Group Buy</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">ePBT/SA/Infinikey typically begins shipping 10-12 months after the end of the Group Buy</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Deskmats typically begin shipping 9-11 months after the end of the Group Buy</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Note: The estimated date of delivery for any Group Buy/Preorder is just that - an estimate. Delays and setbacks may occur and are not uncommon.</li></ul> You missed your estimated timeline. What&apos;s going on?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">We provide regular Updates for all Group Buys, so that customers can stay informed and up to date on the progress. Many times unforeseen issues can occur, which can cause delays.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Check out ou<a href="https://www.deskhero.ca/blogs/news/weekly-updates" rel="noopener noreferrer" target="_blank">r Group Buy Update Page</a></li></ul> Can I purchase a Group Buy/Pre-order item with a ready ship/in-stock item in the same order?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Unfortunately no. Group Buy/Pre-order items arrive months after the end of a group buy/pre-order so we are not able to hold in-stock inventory for such a long period until the Group Buy/Pre-order item arrives.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">In the rare case that we allow in-stock items to be combined with Group Buy/Pre-order items, your order will be shipped once all items have arrived. <span id="isPasted" style="color: rgb(34, 34, 34); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">When placing an order with us, shipping costs are calculated for one shipment only. If you would like to split ship your order, please let us know and we can arrange/invoice you for additional shipping.</li></ul> Can I combine a Group Buy&apos;s/Pre-Order&apos;s matching (or non-matching in-stock) deskmat with the keyset in my order?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Unfortunately no. There was a time where orders allowed to add deskmats and keysets together but due to the nature of production -deskmats often come many months before the keysets arrive. There is simply not enough space to store deskmats for months at at time.&#xA0;</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">This may change in the future, and some sets may allow it depending on manufacturing timelines for both the keysets and deskmats </li></ul>Can I combine two or more in-stock orders to save on shipping?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Unfortunately, combining orders need to be done manually and has caused too many errors with fulfillment to split it out.&#xA0;</li><li id="isPasted" style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">If two or more in-stock orders are made within a few days then we can attempt to combine them but cannot offer any guarantees.&#xA0;</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">If we are able to combine orders, we will refund partial or full shipping costs on the one order depending on if there is any change to the weight or size of the box. Please reach out to <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> to make the request.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Please be mindful of your final order! </li></ul>Do you offer Price Adjustments?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Unless otherwise stated as part of the specific sale terms, if an item you ordered within the last 14 days goes on sale, we will refund you the price difference on the original order. Any orders placed outside of the 14 day window are not eligible for a price adjustment.</li></ul> What is MOQ?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Group Buys are subject to MOQ&apos;s or Minimum Order Quantities. This is the minimum number of units needed per Group Buy/Group Buy variant for our manufacturers to agree to produce to ensure customers get the best pricing. MOQs are set by the manufacturer.</li><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">If the Group Buy does not meet the required MOQ for a particular item/variant, then that item will be cancelled and fully refunded to the original payment method used or via Deskhero gift card.&#xA0;</li></ul> Where are you located?Our mailing address is:DESKHERO INC PO BOX 99900 HF 869 475 RPO LAKEWOOD WINNIPEG MB R2J 4L1 Do you offer Local pick up?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Due to the current Covid situation we can no longer offer Local Pickup and are not yet set up for curbside delivery. &#xA0;We&apos;re working on it and hoping local pick up/curbside delivery will be doable in the future.</li></ul> My keyboard has stripped screws. What can I do?<ul><li style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">The easiest way to fix stripped screws is to use quality drivers before resorting to screw extractor kits. We recommend WIHA drivers, like <a href="https://www.amazon.ca/dp/B0006OBFCC" rel="noopener noreferrer" target="_blank">these</a>, before using an extractor kit like <a href="https://www.amazon.ca/dp/B08XZNW1RX" rel="noopener noreferrer" target="_blank">these</a>. &#xA0;You can also check out these <a href="https://www.ifixit.com/Guide/How+to+Remove+a+Stripped+Screw/13213#:~:text=Try%20adding%20a%20dab%20of,the%20tip%20of%20your%20driver." rel="noopener noreferrer" target="_blank">recommendations from IFIXIT</a>.&#xA0;</li></ul> Can I change my Deskhero Account/Profile Password?<ul><li id="isPasted" style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">Please click the &quot;Forgot password link&quot; on <a data-fr-linked="true" href="https://www.deskhero.shop/account/login">https://www.deskhero.shop/account/login</a> on the bottom right side to reset your password.</li></ul> I got charged twice for my order. What do I do?<ul><li id="isPasted" style="font-size: 14px; font-family: Verdana, Geneva, sans-serif;">If an order is successfully placed, you would automatically get an order confirmation. For any unsuccessful payment attempts, your bank should be automatically crediting your account. Please confirm with your bank on the final transaction for further verification. If your bank required anything further from us or if you have any further concerns please contact us at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a></li></ul>

General Inquiries

There are three phases to our Group Buy sets: Group Buy, Pre-orders, and Extras

There are three phases to our Group Buy sets1. WHAT IS A GROUP BUY?Group Buy - Customers join the Group Buy and we send an order to the manufacturer to produce against customer demand - lowest price point/not in stockGroup Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production. Due to this, there is often an extended timeline from the order date to when the product is shipped out, with these timelines ranging from a couple weeks to several months. In all Group Buys posted here on the site I will include on the order page an estimated timeline for production and shipment. 2. WHAT IS A PRE-ORDER?Pre-order - Customers can join a Pre-order which will have limited slots open of Extra quantities we added on top of the Group Buy quantity - higher price point/not in stockA Pre-Order is a limited allocation (10-15%) of our Extra&apos;s for a Group Buy. Pre-orders are at a slightly higher price point than Group Buys but are at a lower price than an Extra. They are a limited quantity and also ship out/delivered at the same time as the Group Buy which is why they are priced higher. Pre-orders become available to order normally a few months before our shipment arrives. Extra&apos;s are not typically available until a few weeks or months after the Group Buy has been shipped out.&#xA0; 3. WHAT IS AN EXTRA?Extras - Customers can purchase in-stock keycaps - These are Extra quantities that we have after shipping all Group Buy and Pre-orders - highest price point/in stockExtra&apos;s are a limited quantity typically available for purchase a few weeks or a couple months after the original Group Buy has been shipped out. These are no longer at the lower Group Buy price point as they were not part of the original bulk order and customers no longer need to wait for the shipment. We cannot confirm quantities available until we receive the initial GB shipment.

What is a Group Buy/Pre-order/Extras?

We've closed down deskhero.shop but don't worry if you want to view the website and your orders you may go to deskheroshop.myshopify.com.All your unfulfilled orders will still be shipped out. Once fulfilled, you will receive a shipping confirmation e

<ul><li style="font-size: 16px;">We&apos;ve closed down deskhero.shop but don&apos;t worry if you want to view the website and your orders you may go to&#xA0;<a href="http://deskheroshop.myshopify.com." rel="noopener noreferrer" target="_blank">deskheroshop.myshopify.com.</a> </li><li style="font-size: 16px;">All your unfulfilled orders will still be shipped out. Once fulfilled, you will receive a shipping confirmation email.</li></ul>

Deskhero.shop redirects me to Deskhero.ca! What gives?

Adding or swapping items may be possible on a case-by-case basis. Click for details.

Adding or swapping items may be possible on a case-by-case basis (for Canadian orders only). Although there is a maximum 180&#xA0;day window where order edits are available. Once created and the order has not yet been fulfilled or entered the fulfillment phase, you must notify us via <a data-fr-linked="true" href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> for any edit requests.&#xA0; In-Stock Items<ul><li>To be eligible for an order changes, we must be notified within 5 hours of placing an in-stock order but changes cannot be guaranteed.&#xA0;NO edit requests notified via email will be processed on Fridays after 5pm CST, on weekends or during holiday closures.</li><li>Customer Support is available: MONDAY - FRIDAY from 10 am - 5 pm CST (excluding holidays). Any emails received on Fridays or on the weekend will not be answered until the following Monday/Tuesday at the earliest.</li><li>If your message is sent outside of support hours there is a chance your order will be fulfilled before it can be changed and will be subject to any return or cancellation fees.&#xA0;</li><li>We strongly encourage customers to sign up for a&#xA0;<a href="https://www.deskhero.ca/account/register" rel="noopener noreferrer" target="_blank">free Deskhero account</a>&#xA0;to cancel a recent order (within 90 days) if necessary if an edit cannot be made.</li></ul> Group Buys<ul><li>If you&apos;re looking to add an item(s) to your order&#xA0;within the same Group Buy, we can do so as long as the Group Buy has not yet ended/is still open. Please send us the request at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> and you will receive a change order confirmation and an invoice for the difference.&#xA0;</li><li>If you&apos;re looking to swap an item(s) in your order within the same Group Buy that is the same value, swap one base kit for another base kit or swap colours, we can do so as long as the Group Buy has not yet ended/is still open. Please send us the request at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> and you will receive a change order confirmation.</li></ul> Pre-orders<ul><li>If you&apos;re looking to add an item(s) to your order&#xA0;within the same Pre-order we can do so within 180 days of when the original order was placed and if there are still slots/allocated inventory available for that item. Please send us the request at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> and you will receive a change order confirmation and an invoice for the difference.&#xA0;</li><li>If you&apos;re looking to swap an item(s) in your order&#xA0;within the same Pre-order we can do so&#xA0;within 180 days of when the original order was placed and if there are still slots/allocated inventory available for that item. Please send us the request at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> and you will receive a change order confirmation.</li></ul> Can I merge two or more orders to save on shipping?<ul><li style="font-size: 14px;">Unfortunately, combining orders need to be done manually and has caused too many errors with fulfillment to split it out. We are continually trying to improve our systems and are working towards making this possible in the future.</li><li style="font-size: 14px;">So please be mindful of your final order! </li></ul> Can I combine a Group Buy&apos;s/Pre-Order&apos;s matching (or non-matching in-stock) deskmat with the keyset in my order?<ul><li style="font-size: 14px;">Unfortunately no. There was a time where orders allowed to add deskmats and keysets together but due to the nature of production -deskmats often come many months before the keysets arrive. There is simply not enough space to store deskmats for months at at time.&#xA0; This may change in the future, and some sets may allow it depending on manufacturing timelines for both the keysets and deskmats. </li></ul>Can I transfer my Group Buy spot(s)?<ul><li>We do not allow the transferring of Group Buy spots for any reason. If you need to cancel your order please contact us at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> and we will do our best to help out. If there are extenuating circumstances, return authorization/cancellation may be granted on a case-by-case basis.</li></ul>

Can I Add or Swap Item(s) to My Order?

I'm missing an item or received the wrong variant. What do I do?

I&apos;m missing an item from my order. What do I do?<ul><li>Double-check your package for the missing item(s) as sometimes certain components may have shifted during shipment and may be hidden in various nooks and crannies. If any items are missing from your order, contact us at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> within 14 days of receiving your package, otherwise we cannot confirm items were missing upon arrival. Make sure to provide pictures of all items in your package along with the shipping box and packing slip.</li></ul> I&apos;m missing many keycaps from my set. What do I do?<ul><li>The GMK Base Kits typically have two trays. The other keys should be on the second tray underneath the first. Since GMK adjusted their packaging to be more compact, many don&apos;t realize that there&apos;s a second tray. But if that is not the case for you, please contact us at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a>&#xA0;</li><li>If you are missing just one key, you will need to submit a claim submission form. Please contact us at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> <a target="_self"></a>for details.&#xA0;</li></ul> I received the wrong item. What do I do?<ul><li>Please contact us at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> within 30 days of receiving your package or we cannot arrange for a replacement. When you do so, make sure to provide pictures of the wrong item and the packing slip from inside the package. We will help you you get the correct item. Incorrect items must be in brand new and sealed condition. Items wrapped in protective plastic wrap cannot have this removed, or we cannot accept a return/exchange. </li></ul>

Missing Or Incorrect Items Received

Please note that we try to use as many real pictures as we can to represent keysets as best as possible, however to supplement these photos we also use renders and colors in the final product may vary since renders are done under idealistic artificial lighting. Renders are only used to estimate the final product. The end product may vary in color from the renders as they are not guaranteed to be 100% accurate to the end product. By purchasing these products, you are agreeing to the above terms.&#xA0;<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">If you receive a keycap set that is missing a keycap or has damaged keycaps, please submit a claim form. Details below. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">Deskhero will save 5% of each kit in the set. If a specific issue has occurred over that number (this number may change) - we will work with the manufacturer to determine if it is a manufacturer defect and begin the process to obtain fix kits if possible &#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">If it is less than 5%, Deskhero will consider the issue rare/one off and will work with the customer to use the saved kits to replace the affected key(s) or issue a partial refund or start an RMA if desired. While saved kit supplies last. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">If a potential issue arises through our support channels - we will create a Google Form for verified customers to collect this data. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">If issues are over 5%, replacement keys will be dependent on the claim submissions filed with the manufacturer. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">Keycap defects&#xA0;must be reported within 30 days of receiving your order to be eligible for a claim submission. Please reach out to us at&#xA0;<a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> to submit your claim submission. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">Here are examples of issues that may warrant a replacement:</li></ul>1. &#xA0; &#xA0;Missing caps (duplicate caps)2. &#xA0; &#xA0;Duplicate caps3. &#xA0; &#xA0;Extremely scuffed/damaged caps4. &#xA0; &#xA0;Major specks/imperfections5. &#xA0; &#xA0;Illegible legends6. &#xA0; &#xA0;Off center legends <ul id="isPasted"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px; text-align: left;">Approved claims will receive replacements for the individual key, NOT a return and exchange for the entire set.</li></ul><ul style="padding: 0px 0px 0px 16px;margin: 1em 0px 0cm 24px;list-style-type: disc;color: rgb(0, 0, 0);font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;Segoe UI&quot;, Arial, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;;font-size: 13px;font-style: normal;font-weight: 400;text-align: start;text-indent: 0px;" type="disc"><li style="line-height: normal; margin: 0cm 0cm 12pt; font-size: 16px; font-family: Arial, Helvetica, sans-serif; color: rgb(0, 0, 0); text-align: left;">The slight bending of a spacebar derives from the production process and is to some degree inherent to all space bars. Due to the wide variety of custom colors GMK makes spacebars from, each production process is new. Meaning, the composite of the material changes with every different custom color. And the different pigments in the material influence the slight bending of a spacebar. This is the reason that sets will vary in this respect.</li><li style="line-height: normal; margin: 0cm 0cm 12pt; font-size: 16px; font-family: Arial, Helvetica, sans-serif; color: rgb(0, 0, 0); text-align: left;">All spacebars are from the same production run per keyset. GMK measures the spacebars to ensure they are within tolerance. In general, the spacebars should have enough play on the keyboard to be functional. All our keycaps work best with original Cherry MX switches, and not a dupe/clone.&#xA0;</li></ul><ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">*Minor specks/imperfections that are not detectable from regular viewing distance or within the visible area of a fully assembled keyboard (approx. &gt;1.5 ft away) or on the north/back side of a key) may not constitute as a defect. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Every submission will be examined by Deskhero and potentially the manufacturer on a case by case basis. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Further, more detailed instructions will be outlined if/when the Google form is created to collect the data.</li></ul>

My Keycap Set Has Defects

It appears some of the 1.5u keycaps of GMK Handarbeit and GMK Zooted are twisted, as well as possibly other sets. Reach out to support@deskhero.ca to submit a claim.

<h2 id="gmk---twisted-stem-issue">GMK - Twisted Stem Issue</h2><h3 id="isPasted">FROM GMK</h3>It appears some of the 1.5u keycaps of GMK Handarbeit and GMK Zooted are twisted, as well as possibly other sets.&#xA0;The GMK Quality Assurance team investigated the affected keycaps.All of GMK&apos;s tools, as well as their MX-stem tools have internal IDs, so they know exactly which keycaps of which set were produced with them.In terms of the alignment of an MX-stem within a keycap, Cherry originally established production tolerances that GMK adheres to.GMK has measured the claimed 1.5u keycaps and could identify that some of the keys are outside of that tolerance.The MX-stem tool in question is no longer in the production process. But those 1.5u keycaps that were produced with it are being investigated. GMK Quality Assurance team has started to measure these other keycaps and we will inform you of the results, once completed.For now, we can let you know, these keycaps are eligible for replacement:<ol><li>GMK Handarbeit Base Set: &#x201C;Alt&#x201D; 1.5u[</li><li>GMK Zooted Base Set: &#x201C;Alt&#x201D; 1.5u and &#x201C;Ctrl&#x201D; 1.5u.</li></ol><hr><h2 id> </h2><h3 id="i-think-my-set-has-twisted-stems-what-should-i-do">I think my set has twisted stems! What should I do?</h3>Keep in mind that this is a visual, aesthetic issue that does affect functionality or useability of the keycap.&#xA0;There could be several factors that may contribute to the alignment of a keycap. &#xA0;The switch, the mounting style (PCB or Plate) all may work together to amplify or distort the alignment of the keycap.&#xA0;If you have a key set that is not identified above, the stem issue and the tooling causing it may not affect your particular set and could be due other factors.That said, Deskhero Inc works very closely with GMK on a regular basis, and this issue will be handled like any other to ensure correct communication all the way through to resolution. &#xA0;If we treat this differently than our normal workflow, as an outlier I am afraid something will get lost along the way since its a special case.Here is a more detailed look at our defect procedure: <a href="https://help.deskhero.ca/en-US/my-keycap-set-has-defects-261907" id="isPasted">https://help.deskhero.ca/en-US/my-keycap-set-has-defects-261907</a>In short, here&apos;s what you can do:<ol><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Email our support team at <a href="mailto:support@deskhero.ca,">support@deskhero.ca</a><a href="mailto:support@deskhero.ca," id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; background-color: rgb(255, 255, 255); color: var(--main-primary); text-decoration: none !important; user-select: auto; font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal;">,</a><span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&#xA0;please use your&#xA0;<span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><a href="https://www.deskhero.ca/account">Account Email address</a><span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&#xA0;and provide your order number for verification purposes.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Provide photos&#xA0;(bottom/underneath and mounted on keyboard) of your keycap in question so we may gather all the evidence to submit to GMK.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">We will contact GMK to determine whether it is a manufacturer defect and will work with you towards a replacement!</li></ol><span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">GMK is taking this new issue to heart and are already taking steps to improve the current MX-stems tooling as well as implement more frequent quality inspections in this area.&#xA0; <span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Thank you so much <span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Jerrold | Owner <span style="color: rgb(65, 65, 65); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Deskhero Inc

I Think My Set Has Twisted Stems! What should I do?

Please test PCBs as soon as possible using safe testing methodology like tweezers.  Use the correct driver size for screws. Be mindful of stripping screws during your build!

Please test PCBs as soon as possible using safe testing methodology. Any damage incurred during your keyboard build will void your RMA. We will inspect for any damage caused by the user/evidence of modification. Remember, there is a limited number of PCBs so please be safe.Use the correct driver size for screws. Be mindful of stripping screws during your build!DIY items and custom items with manufacturer&apos;s defects are ONLY eligible for a refund/replacement (if stock is available) if they are:1) Reported within 30 days,2) Inspected by manufacturer and proven to have a manufacturer&apos;s defect (not user damage or improper use), and3) Returned in unused condition (and not assembled) with manufacturer&apos;s original carton and must include all components or other items originally packaged with the product (i.e. cables, manuals, bump-ons/feet, etc.).Keyboard Lubing can damage your keyboard, and will void the warranty if used.Custom cables, PCBs, LEDs, diodes, key switches, lubricant, and similar parts sold for keyboard repair or modding do not have a warranty from the manufacturer, and we cannot be held&#xA0;liable for damage including, but not limited to, damage from improper use, stripped screws, installation, or modification.Any defective parts for Keyboard kits must be shipped to us at your cost and expense. Deskhero will pay for cost of return shipping of replacements for defective parts.If you prefer to return your keyboard/key board kit to Deskhero for any reason, we are happy to accept all returns meeting the conditions listed above. Return shipping costs are the responsibility of the customer unless you have a qualifying defect and approved for an RMA. Please note your order&apos;s original shipping charges are non-refundable. There is a 5% Return processing fee.Please contact our Deskhero Support Team at deskhero@support.ca prior to returning your item to discuss the best available options.&#xA0; My keyboard has stripped screws. What can I do?<ul style="margin-left: 60px "><li>The easiest way to fix stripped screws is to use quality drivers before resorting to screw extractor kits. We recommend WIHA drivers, like <a href="https://www.amazon.ca/dp/B0006OBFCC" rel="noopener noreferrer" target="_blank">these</a>, before using an extractor kit like <a href="https://www.amazon.ca/dp/B08XZNW1RX" rel="noopener noreferrer" target="_blank">these</a>. &#xA0;You can also check out these <a href="https://www.ifixit.com/Guide/How+to+Remove+a+Stripped+Screw/13213#:~:text=Try%20adding%20a%20dab%20of,the%20tip%20of%20your%20driver." rel="noopener noreferrer" target="_blank">recommendations from IFIXIT</a>. </li></ul>&#xA0;

Are DIY and Customs Items like Keyboards/Keyboard Kits covered under warranty?

At Deskhero, we understand that pricing can fluctuate often! To ensure our customers feel secure in their purchases, we offer a two-week price protection policy. This policy is designed to provide peace of mind for our customers who may be concerned about price changes shortly after their purchase.Under this policy, if a product you purchased is reduced in price within two weeks of your purchase date, you may be eligible for a price adjustment or gift card of the same value + 5%!. This adjustment will reflect the lower price, allowing you to benefit from the most competitive pricing available.To qualify for this price protection, customers must meet the following criteria:<ul data-sanitized-data-mce-fragment="1"><li data-sanitized-data-mce-fragment="1">The request for a price adjustment must be made within 14 days from the original purchase date.</li><li data-sanitized-data-mce-fragment="1">The item must be the same model and configuration as the one originally purchased.</li><li data-sanitized-data-mce-fragment="1">The price drop must be applicable to the same product listed on our website.</li></ul>To initiate a price adjustment or gift card request, customers should contact our support team at <a data-mce-href="mailto:support@deskhero.ca" data-sanitized-data-mce-fragment="1" data-sanitized-data-mce-href="mailto:support@deskhero.ca" href="mailto:support@deskhero.ca">support@deskhero.ca</a> with the necessary details, including the order number and the current price of the product. Our team will review the request and, if approved, will issue a refund for the difference in price, or a gift card + 5% of the value!. It is important to note that this price protection policy is applicable only to products purchased directly from Deskhero.ca Inc. and does not extend to third-party sellers or marketplaces. Additionally, this policy does not apply to items that are already on sale or part of a promotional event at the time of purchase.We strive to maintain transparency and fairness in our pricing practices, and this two-week price protection policy is a testament to our commitment to customer satisfaction. By offering this policy, we aim to foster trust and confidence in our customers&apos; purchasing decisions.For any further inquiries regarding our price protection policy, please do not hesitate to reach out to our customer support team. Thank youDeskhero Inc

Does Deskhero Offer Price Protection?

Some high end keyboards are shrink wrapped and/or packages are sealed. In this case Deskhero is unable to look at every keyboard for inspection and will defer to the original manufacturer Quality Control Guidelines. Some keyboard kits would need to b

Some high end keyboards are shrink wrapped and/or packages are sealed. In this case Deskhero is unable to look at every keyboard for inspection and will defer to the original manufacturer Quality Control Guidelines. &#xA0;Some keyboard kits would need to be put together by our staff and if possible, we will look at the keyboard specifically and determine if the keyboard falls into an &quot;A- (Minus)&#xA0;or B Stock&quot; classification.&#xA0;A Stock<ol><li>No blemishes, scratches, dents, markings on TOP and SIDE FACES&#xA0;greater than 1mm in diameter or length.&#xA0;</li><li>No blemishes, scratches, dents, markings from normal operating distance (~25cm to 30cm) in normal lighting</li></ol>A- (Minus) Stock<ol><li>There exists at least one blemish, scratch, dent, mark on SIDE FACE of the keyboard &gt; 1mm on the SIDE FACE of the keyboard</li></ol>B Stock&#xA0;<ol><li id="isPasted">There exists at least one blemish, scratch, dent, mark on TOP FACE of the keyboard &gt; 1mm on any of the SIDE FACES of the keyboard</li></ol>Notes<ul><li>Internal marks, blemishes, scratches, dents are not counted towards grade classification, unless it impedes functionality or is visible once the keyboard is fully built from normal operating distance under normal lighting conditions.&#xA0;</li><li>Click here for&#xA0;<a href="https://help.deskhero.ca/en-US/are-diy-and-customs-items-like-keyboardskeyboard-kits-covered-under-warranty-261908" rel="noopener noreferrer" target="_blank">Warranty Information. </a></li></ul>

Are custom keyboards QC'd at Deskhero?

DESKHERO CANADA

Deskhero Inc

Answers to your FAQs including Group Buy/Preorder inquiries, order edits, issues and more.

Frequently Asked Questions