FAQ
if you are unable to find an answer here, do contact us on our form.
operations
operating hours
mondays to fridays: 12pm to 6pm
weekends/holidays: closed
we ship all our products out of Okinawa, Japan.
for pick up, do refer to our google maps pin for our physical collection point.
-----
for general or corporate enquiries, do contact us here.
we reply typically within a few hours unless we are in snoozeville.
ordering with momokeebs
order change or cancellation
for any amends or cancellation, please let us know within 1 hour! cancellations will be refunded via the payment method given.
after the 1 hour timeframe your order gets processed for fulfillment.
if you would still like to cancel your order after the 1 hour timeframe but before we ship it out, you will be subjected to a 20% restocking fee.
order fulfilment
for in-stock products
your package will be shipped out within 1-3 days. (not including public holidays)
for backorder products
upon successful order, products will be shipped out within approximately 2 weeks.
for orders with a mix of both
all in-stock and backorder products will be consolidated together before shipping them out.
if you would like the in-stock product to be shipped out first, do place separate orders for them or contact us for a separate shipping fee charge.
all orders are shipped out from Japan and we do not engage in 3rd parties to fulfill them for us. (i.e no dropshipping)
a separate email will be sent to you once we ship it out, along with a tracking number.
about backorders
for some of our products, we have backorders opened as we do not carry ready stocks on hand/we have ran out of ready stock.
do note that these products might be out of stock or discontinued, subjected to our manufacturer's availability.
in this case we will contact you if you would like to choose an alternative, or to have a full refund.
fulfillment
they will be ordered from our manufacturer and we will fulfill shipping on our end.
backorders will take approximately 2 weeks to be shipped out from Japan.
questions on products e.g. keyboard size, keycap compatibility, connection mode, etc
please message us on facebook/instagram @momokeebs and we will gladly assist you!
replacement parts
some keyboards/keycaps have replacement parts available, and they can be sent to you.
do contact us for this!
warranty period for keyboards
all keyboards have a 1 year warranty, depending on the brand/manufacturer.
warranty will get voided if the keyboard is tampered with (e.g. modding) or damaged (e.g. moisture from spills, dropped)
replacements parts may be available and we will assist you along the way. for any questions, do feel free to contact us.
about custom made products
*applies to custom builds, custom deskmats, custom apparel, custom keycaps.
all purchases that are made-to-order and designed by the momokeebs team are final.
these products take time, effort and cost to make.
change of mind, wrong fitment and minor defects are not considerable factors.
no exchanges, refunds, returns are allowed.
we will only do replacement pieces if there are manufacturing errors.
shipping
local pickup for orders in Okinawa, Japan
all local orders are for pickup at store only.
we do not do deliveries on island.
we will only hold your order for 1 month. if we do not get any response from email follow-ups from you, your order will be cancelled and no refunds will be given.
in-person pickup location
we are located in Chatan, Okinawa along route 23. do refer to our pickup page for more details and google pin.
we do not do local shipping via JP post.
shipping destinations
- United States and Zone 4
- Japan
- Zone 1: China, South Korea, Taiwan
- Zone 2: Hong Kong, Indonesia, Macau, Malaysia, Philippines, Singapore, Thailand and Vietnam
- Zone 3: Australia, New Zealand, Canada, Mexico, UAE, Europe
shipping will be made via USPS/JP Post.
we are able to make special arrangements for countries not listed on our checkout page, please contact us @momokeebs on facebook/instagram.
shipping duration
note that the following are estimates.
asia: 1-2 weeks
rest of the world: 2-4 weeks
ground/sea shipping: 4-8 weeks
please make sure your address is correct before confirming your order! we won't be liable for wrong addresses. if there are any changes, please message us as soon as possible.
damaged products
we check every product included in your package to make sure they are free of defects before shipping out. we wrap and pack every package like a dumpling (yes, bubble wrap and lots of packaging tape) to prevent this from happening.
for any issues, do contact us.
package returned back to sender
packages might bounce back due to duties/import fees not being paid, or the receiver is not contactable for the delivery. address could be wrong too, so please key in the right shipping details upon checkout.
1. contact your shipping company to make sure they still have your package and what are the steps to take thereafter.
2. if you need a re-attempt of shipping, you will need to make an additional payment for postage. we do not absorb re-shipping costs.
we allow 1 week for payment to be made, thereafter it will be nulled and deemed as lost mail.
3. if you would not like the package to be re-shipped, it will be deemed as lost mail as no refunds will be given.
taxes
all products listed are local tax-inclusive.
we are not liable for VAT/import taxes. these taxes will not be reflected upon checkout.
do track your orders and make any outstanding payments to ensure that the package gets to you.
order tracking
order tracking number
after you have placed an order, you will receive an order confirmation email instantly.
once we have shipped out your order, another email will be sent to you and it will include a tracking number with the postal service that we have engaged with. the tracking number will be a direct link your tracking status.
tracking number updates
all our packages are shipped out by us, right from the USPS or JP post office.
for JP post
packages are then forwarded to 3rd party logistics in your country for your last mile delivery. do check the list of international JP post partners here and use the same tracking number to search.
if you are unable to get an update from their website, do give your local postal company a call for further investigation.
we do not contact them on your behalf.
refunds/returns/exchanges
return/exchange product eligibility
applicable only for:
- defects and faulty products
not applicable for:
- any product bought on sale or with discount codes
- deskmats, switches, t-shirts, accessories, custom made products
- change of mind
- products that do not fit your keyboard/setup
- long waiting time that includes seasonal delays.
about refunds, returns or exchanges
1. refunds
we only provide 100% refund for orders cancelled within 1 hour of ordering.
if you would still like to proceed with a refund after the 1 hour timeframe but before we ship your order out, there will be a 20% restocking fee.
2. returns
returns are to be made within 7 days of purchase. this will take effect after the package is delivered.
this means that the return shipping will need to take place within the 7 days timeframe.
return shipping will be borne by the customer.
3. exchanges
exchanging products will be subjected to avaiability.
if the product to be exchanged to is of a higher value, you will only need to pay the difference.
if it is of lower value we will not provide the remainder amount.
exchanges are to be made within 7 days of purchase. this will also take effect after the package is delivered.
round trip shipping will be borne by the customer.
4. return/exchange address
return/exchange address will be provided after initiation of returned goods.
in the event that returned/exchanged goods are damaged when we receive them, this process will be forfeited (please pack them well!)
about restocking fee
we charge a 20% restocking fee for any order cancellation after the 1 hour timeframe and before we ship your order out.
this also means that you will only receive an 80% refund of the total amount paid.
this is done to protect our small business as we have to update our inventory, check/test the products for any damages and faults.
