FAQ

General

How can I contact you?
You can reach out to us by using the "Contact Us" widget at the bottom right corner of our website.

I contacted you and haven't heard back in a couple days, when can I expect to hear back?
Our customer support team works Monday through Friday answering customer submitted tickets. We try to answer tickets within 1-2 business days. Occasionally, when we have an influx of tickets, you may encounter some delays.

Group Buys

What is a Group Buy?
Group 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. 

Estimated delivery time is two months, usually a month and a half.（This is currently in a group buy and will be produced within 20 days of becoming a group. So it will take about a month and a half to receive the goods.）If the minimum starting quantity is not met, the order will be canceled and your participation in the group buy will be refunded...

As this item is a customized product, the order cannot be canceled 24 hours after the order is placed, please consider and understand carefully when you place your order, if you have any questions please contact us by email support@aiheystudio.com.

What happens if a group buy does not hit MOQ (Minimum Order Quantity)?
If a Group Buy product does not hit MOQ, that item will be cancelled and fully refunded.

Pre-order

What is a Pre-order?

Keycap pre-orders are a common practice in the mechanical keyboard community. Pre-ordering refers to the process of reserving a product before it is officially released. In the case of keycaps, this means placing an order for a set of keycaps that have not yet been produced.

All of our pre-sales are full pre-sales, the amount you pay is the full amount. Our orders will be contacted to the factory for production immediately after the group is formed, usually the production cycle is more than twenty working days, once the production is completed we will ship to the customer, the shipping time is about 10-15 days.