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Can I Add/Remove or Swap Item(s) to My Order?Updated 3 months ago

Adding/Removing or swapping items may be possible on a case-by-case basis (for orders in CAD currency only). Although there is a maximum 180 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 [email protected] for any edit requests.


In-Stock Items

  • To be eligible for an order changes, we must be notified within 4 hours of placing an in-stock order but changes cannot be guaranteed. NO edit requests notified via email will be processed on Fridays after 5pm CST, on weekends or during holiday closures.
  • 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.
  • 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. 
  • We strongly encourage customers to sign up for a free Deskhero account to cancel a recent order (within 90 days) if necessary if an order edit is needed.


Group Buys

  • If you're looking to add an item(s) to your order 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 [email protected] and you will receive a change order confirmation and an invoice for the difference.
  • If you'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 [email protected] and you will receive a change order confirmation.


Pre-orders

  • If you're looking to add an item(s) to your order 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 [email protected] and you will receive a change order confirmation and an invoice for the difference. 
  • If you're looking to swap an item(s) in your order 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 [email protected] and you will receive a change order confirmation.


Can I merge two or more orders to save on shipping?

  • 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.
  • So please be mindful of your final order!


Can I combine a Group Buy's/Pre-Order's matching (or non-matching in-stock) deskmat with the keyset in my order?

  • 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.

    This may change in the future, and some sets may allow it depending on manufacturing timelines for both the keysets and deskmats.


Can I transfer my Group Buy spot(s)?

  • We do not allow the transferring of Group Buy spots for any reason. If you need to cancel your order please contact us at [email protected] 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.
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