FAQ
if you are unable to find an answer here, do contact us on our form.
operations
what are your operating hours?
mondays to fridays: 10am to 4pm
weekends/holidays: closed
where is your fulfilment location?
we ship all our products out of Okinawa, Japan from our base of operations. (that means we do not dropship and entrust your orders with a 3rd party logistics fulfilment company)
for pick up, do refer to our google map pin of where we are located for physical meet ups.
for domestic deliveries in Japan, we fulfil them via JP Post.
for international deliveries, we fulfil them via USPS/JP Post.
i need customer support!
we are contactable on facebook and instagram @momokeebs.
for corporate enquiries and purchases, please email us at momokeebs@gmail.com.
we reply typically within a few hours unless we are in snoozeville.
ordering with momokeebs
what if i want to change/cancel the products in my order?
if you would like to amend your order, please let us know within 1 hour! any cancellation will result in a refund via the payment method given.
after the 1 hour timeframe your order gets processed for fulfillment or for backorders. only exchanges/returns can be done afterwhich.
if you would still like to cancel your order, you will be subjected to a 20% restocking fee.
how are orders being fulfilled?
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.
what are 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.
what if i have questions on the products? e.g. keyboard size, keycap compatibility, connection mode, etc
please message us on facebook/instagram @momokeebs and we will gladly assist you!
tell me more about your add-on services! e.g. keyboard modding, switch lubing, etc
we provide keyboard modding, switch lubing and filming services!
you may add on these services here.
do note that add-on services will take an additional 1-3 days on top of the usual fulfilment time.
i need replacement parts for my keyboard!
some keyboards have replacement parts available, and they can be sent to you.
do contact us for this!
what is the warranty period like 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 and if they are rectifiable.
shipping
tell me more about local delivery (Okinawa, Japan)
upon checkout, you will see 2 options:
1. pickup
we are located in Chatan, Okinawa along route 23. do refer to our pickup page for more details and google pin.
2. local shipping
we also have a JP Post option for domestic shipping apart from pickup. do note that japanese addresses are recommended.
where do you ship to?
- United States (including APO/FPO) 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.
how long will shipping take?
note that the following are estimates, and are subjected to product availability on hand.
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.
what if i need my order urgently?
before ordering, do take into consideration of up to 2 weeks for products to reach us, before we are able to ship them out.
for all shipping locations, we use the fastest shipping methods available:
USA: USPS priority mail
JP and rest of the world: JP post small packet/EMS
what if my package arrived in a damaged state?
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.
but in unfortunate circumstances, momokeebs will not be liable for any damages caused during shipping. (we have no control over how people toss and throw packages T.T) this includes damages internally and externally and stolen products.
please approach the relevant logistics companies for reimbursements. do remember to take lots of proof as evidence!
what if my order gets returned back to sender?
usually orders 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.
take the first step of contacting your shipping company to make sure they still have your package and what are the steps to take thereafter.
if you need a re-attempt of shipping, postage has to be made again. if not, it will be forsaken. we do not absorb re-shipping costs.
are there taxes?
we do not charge taxes on all of our products! but unfortunately we do not absorb any VAT/import taxes that may be withholding by your country's courier services. 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
will i receive an order tracking number?
yes! 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.
my tracking number isn't updating, help!
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. 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.
refunds/returns/exchanges
what are your refunds, returns or exchanges like?
1. refunds
we provide 100% refund for orders cancelled within 1 hour of ordering. thereafter your order gets processed for shipment (lead time might vary and subjected to product availability on hand or if it needs to be ordered from the manufacturer)
after shipping out, we do not offer refunds unless the products are defective or faulty. this is highly unlikely as we check each product before packing and shipping them out.
2. returns/exchanges
any returns or exchanges are available within 7 days of purchase. this will only be applied when the package is delivered.
shipping will be borne by the customer.
applicable only for:
- defects and faulty products
not applicable for:
- any product bought on sale or with discount codes
- deskmats, t-shirts, accessories
- change of mind
- products that do not fit your keyboard/setup
- long waiting time* includes seasonal delays.
please ask us beforehand if you have any doubts. photos are taken in real life in momokeebs' studio for the best gauge on ANSI layout and colours.
3. return/exchange address
for overseas orders, shipping will be borne by the customer. when we receive the products, we will assess if they are defective or faulty. thereafter, shipping back to you will be borne by you. (we will not cover return shipping!)
4. restocking fee
for returns: there will also be a 20% restocking fee for any returns made upon acceptance of returned/refunded goods in original condition.
for exchanges: we will absorb restocking fee but round trip shipping is to be paid by the customer.
return/exchange address will be provided after initiation of returned goods.
in the event that returned/exchanged goods are damaged, this process will be forfeited (please pack them well!)
what does the restocking fee mean and entail?
we charge a 20% restocking fee for any order that's returned or exchanged. 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.
also, there are multiple payment fees that we have to absorb that are not consumer-bearing.
