FAQ

ordering with momokeebs

change of address

if you have made a mistake with the address, please let us know as soon as possible before we ship your package out.

once it is shipped out, we are unable to change the address nor cancel the shipment.

order change or cancellation

for any amends or cancellation, please let us know within 1 hour! we can definitely change it before shipping your order out.

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.

once we ship your order out (when tracking number is sent to you), we are unable to retrieve your package or cancel the shipment.

order fulfilment

for in-stock products

your package will be shipped out within 1-3 business days. (not including weekends/public holidays)

do expect some delays during festive periods.

for backorder products

upon successful order, products will be shipped out within approximately 2 weeks.

some delays might occur due to manufacturing or logistic delays.

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

what are backorders?

for some of our products, we have backorders open 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.

(backorders are not preorders, they do not have a preorder period to consolidate orders)

backorder fulfilment

they will be ordered from our manufacturer and then shipped out to you by us.

backorders will take approximately 2 weeks to be shipped out from Japan.

some delays might occur due to manufacturing/shipping.

questions on products e.g. keyboard size, keycap compatibility, connection mode, etc

please contact us for assistance!

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 will have a 1 year warranty.

warranty is only applicable for products that have defects and faults, not including change of mind.

warranty will be voided if the keyboard is tampered with (e.g. modding) or damaged (e.g. moisture from spills, dropped).

we will do an inspection before proceeding with replacements.

warranty does not cover shipping costs to and from us. (shipping to us will be borne by you, and shipping the replacement to you will be a separate cost)

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 as we will send you a mock up before proceeding.

no exchanges, refunds, returns are allowed.

all products undergo quality checks before shipping them out.

we will only do replacement pieces if there are manufacturing defects.

shipping / local pickup

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.

as we are a home-based business, the location on google maps is a residential area, do park at any empty parking lots or by the roadside and we will meet you upfront!

(some neighbours are really quick to call the cops for disruptions so please bear this in mind T.T)

we do not do local shipping in Okinawa via JP post.

shipping destinations

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
Zone 4: United States incl. overseas territories

shipping will be made via JP Post, and last mile delivery will be made by your local post office (varies by country).

click here to check for your last mile post office.

we are able to arrange for countries not listed on our checkout page, please contact us via email at momokeebs@gmail.com or @momokeebs on facebook/instagram.

shipping duration (hot topic)

note that the following are estimates.

many factors (holidays, weather, strike, etc) affect the speed of delivery and these external factors are out of our control. after these situations stabilize, it will take some time for logistics to resume business as usual.

for more information, please refer or contact your local post office for any updates.

do find the shipping time estimates for the relevant countries here:

for JP post air shipping delivery estimates

for JP post sea shipping delivery estimates

please make sure your address is correct before confirming your order! we will not be liable for wrong addresses.

if there are any changes, please message us as soon as possible before we ship your order out.

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.

if your package arrives damaged, please contact the logistics partner that delivered the package to you.

*we are not liable for damaged packages/products.

for any issues, do contact us.

package not received / returned back to sender

all packages shipped out have a tracking number. please monitor it to prevent a return to sender situation.

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.

we will only be able to offer refunds when the package gets sent back to us.

1. contact your local post office to make sure they still have your package and what are the steps to take thereafter. click here to check for your last mile shipping company.

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 will only re-ship once.

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 and no refunds will be given.

*we will only provide refunds for lost mail on a case-by-case basis.

taxes

all products listed are domestic Japan tax-inclusive only.

we are not liable for VAT/import taxes in your country. 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 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.

do contact us if you require further assistance.

refunds/returns/exchanges

return/exchange product eligibility

applicable only for:

defects and faulty products that are not able to be fixed from the user's end

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 without receiving goods

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 after receiving goods

returns are to be made within 7 days from when the package is delivered.

this means that the return shipping will need to commence within 7 days after you have received your package.

return shipping will be borne by the customer.

after checking the returned product, then we will be able to offer refunds.

refunds will also include the 20% restocking fee, i.e only 80% can be refunded to you.

3. exchanges

exchanging products will be subjected to availability.

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 from when 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 and we will not be able to provide refunds or an exchange product. (please pack them well!)