FAQ

I'm sorry that we don't sell the spring, upper housing, housing base, stem, or other switch components independently on this website.

No, they can't be used on the keyboard with KS-15 optical switches as the KS-22 optical switches have a new structure and an enlarged light-transmitting opening and they are NOT compatible with the KS-15 optical switches keyboard.

It is always recommended to contact the manufacturer of the keyboard itself to check compatibility. We cannot list all product on the market that is compatible with every switch we carry. Our switches are MX-type switches and will fit many keyboards on this market. Some keyboards use different switch types that are not compatible with these MX-style switches.

Most Gateron switches adopt "MX" style stems, and they are compatible with 90% of "MX" keycaps on the market.

Sorry, we are unable to share this information due to non-disclosure agreements with our suppliers. However, if customers have any comments about our lubricants, we would love to hear from them.

You can go to this page (https://www.gateron.co/pages/product-datasheet) to see if you can find the spec information you want.

No, the Gateron switch opener cannot be used to open any low-profile switches.

If you want to cancel your order, please contact us at support@gateron.co before your order is shipped. Include your order number, the reason why you want to cancel it, and request that your order is canceled.

Please remember, Once it goes out of our warehouse, we cannot cancel your order. If you do not want to keep the product, even if it has been shipped out, then, you can reship it back to our warehouse at your own expense in case you still do not want it. We can only refund your order if we receive the product.

Please note that orders may be subject to import taxes, customs duties, fees, and/or VAT (Value Added Taxes) levied by the destination country. You are responsible for paying any taxes, duties, customs fees, and/or VAT charged by your government, as Gateron has no control over these charges and cannot predict what they may be. Please contact the local customs office in the relevant jurisdiction for additional information on customs policies or duties. Thanks.

You can check out our return policy by clicking here.

According to our warranty policy, if it is not related to a product quality problem, the customer needs to request it within 7 days upon product/parcel arrival, and if the customer wants to return the product, the customer needs to pay the return shipping cost. As we’re not able to request a return shipping label from a courier partner at the moment, we will need your help to check the return cost with the courier or Postal service, and please, you must inform us of the tracking number once you shipped out the returned product. Once we receive the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to the Gateron warehouse).

If you have a quality issue to report, you can write us an email at support@gateron.co with product photos and we will suggest solutions to you.

You will receive a shipping confirmation email with a tracking number once the item has been shipped. Or you can log in to your account on our website to check the tracking number (if you created an account on our website before).

If the tracking number does not move for a long time:

For North America, the ETA is 5-7 business days via DHL.

For most EU countries, please allow ETA for 10-20 business days, track on YunTrack here before it passes through your local customs.

For Singapore, Malaysia, and Thailand, you can track here. Please allow an ETA of 10-20 business days.

For the Middle East, the ETA is 10-20 business days via Yuntrack.

For Hong Kong, Macao, and Mainland China, the ETA is 3-7 business days via SF Express.

For Australia and New Zealand, the ETA is Around 5-7 business days via DHL. Around 10-20 business days via Yuntrack to New Zealand.

If you receive an email from our support team regarding a high-risk order, it might be due to your order showing up in the system as a high-risk order.

This may be due to a billing issue error or a shipping location issue error, etc. Please try to confirm the relative information that the email mentioned so that we can ship out your order, or we might have to cancel your order.

Yes. As long as your order has NOT shipped, please send us an email for any address changes. We can do it for you.

Note that you need to indicate your order number in the email and fill in your new shipping information in the following format. Since it can save our confirmation time to avoid your order being shipped.

Recipient Name:

Shipping Address (within 70 letters):

Shipping City:

Shipping Province:

Shipping Zip:

Shipping Country:

Shipping Phone:

Please check your spam inbox to see if you can find it first. If you can not find it, please contact us at support@gateron.co and we will look into it. Thanks!

Generally, after we've stopped your order and the refund will be done in 5-7 business days. Once the transaction is completed, you will be notified by email.

If you haven’t received a refund yet after 5-7 business days (not including Saturday and Sunday), first confirm if you have received our refund confirmation email and check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@gateron.co

We can support adding a product to the previous order that is NOT shipped. Shipping fees may increase depending on the weight and price added to the order. But we are unable to combine orders on our back end as shipping fees will be calculated separately.

We will ship all the orders within two business days unless we've made further notice.

If your order does not ship out within 2~3 business days, usually because we cannot verify the shipping information. Please contact us.

Estimated shipping times are provided at checkout and cart page and will depend on the service you select. Please note, the estimates provided at checkout are shipping estimates direct from our shipping partners. These estimates do not include our processing times (48 hours).

The ETA actually depends on the time that it takes for local delivery speed and customs clearance, etc. This can vary from time to time.

For other shipping queries, especially for Canada, Brazil, Korea, and Indonesia, you can read this.

For North America, the ETA is 5-7 business days via DHL.

For most EU countries, please allow ETA for 10-20 working days, track on YunTrack here before it passes through your local customs.

For Singapore, Malaysia, and Thailand, you can track here. Please allow an ETA of 10-20 working days.

For the Middle East, the ETA is 10-20 business days via Yuntrack.

For Hong Kong, Macao, and Mainland China, the ETA is 3-7 business days via SF Express.

For Australia and New Zealand, the ETA is Around 5-7 business days via DHL. Around 10-20 business days via Yuntrack to New Zealand.

Sometimes there can be delays with Yuntrack, and the tracking may remain stagnant for a few days. This is normal. If your tracking has not been updated for 7 days, please let us know and we will look into it for you.

Firstly please try to contact your local courier to check your package. Also, contact our support team if you haven’t received any new info from your local courier. Our support team will help and reply to your email asap.

Please contact our support team and provide your order info so that our support team can help you as fast as they can. Also, please include a picture of the product and shipping label together.

The shipping cost doesn't include extra costs defined as remote area shipping fees on DHL's website.

We will contact you to collect the additional shipping cost when we ship out your order once your shipping address is defined as a remote area according to the shipping company.

Please check here to see if your location is considered remote: http://www.dhl.com.hk/en/express/shipping/shipping_advice/surcharges.html (Click Remote Area Services>>Remote Area Delivery>>Check for Remote Locations) to check.

Generally, we will tell you by email if there is another shipping option provided at your destination on our shipping methods. Sure, you can also provide another shipping address you have access to that is not considered to be a remote area.

Due to the customs policy of different countries, we CANNOT determine the taxes for each country/region. Our product price does not include VAT or import tax for your country. But we will try our best to declare a comparatively reasonable value for the product.

From our previous experience, the following countries/regions haven’t been charged an import tax: the U.S., Japan, Singapore, South Korea, Hong Kong, and other EU countries.

Below is a list of EU countries shipped from within the EU (except remote areas) that do not charge an import tax based on our previous experience. However, we can't 100% guarantee this. Remote areas will be shipped via DHL and may be charged a tax.

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom

You can inquire about the shipping fee to your destination on the cart page (https://www.gateron.co/cart) and it is also calculated in real time when you check out.

We CANNOT provide estimates otherwise because many factors are used in calculating freight rates, such as the shipping service selected, the address of the destination, and the weight of the package.

Sorry, as from our previous shipping experience, the logistics service of some areas (which may include yours) is not enough to meet customer expectations, so we have decided not to ship to those destinations.

Please check your spam mailbox to see first if you can find the shipping confirmation email from support@gateron.co. If you can't find it and it has been more than two working days since you placed your order (note that Saturday and Sunday are not included), please contact us and we will provide you with a tracking number.

If your package is resent or reissued, please contact us directly as the system will not send the tracking number again. Thanks.

Currently, we provide free shipping for orders over $150 in 29 destinations.

For specific destinations, please refer to our Shipping Policy.

We can't ship to APO, DPO, FPO addresses, and PO boxes. We don't ship to a forwarding address.

For Korea🇰🇷, we require your personal customs code or birthday as per request by the Korean customs clearance. Put this in your order note.

Para o Brasil🇧🇷, e obrigatoriamente que forneca o numero do CPF ou CNPJ no campo do endereco. (we are required to provide either your CPF (format: xxx.xxx.xxx-xx) or the company’s CNPJ (format: xx.xxx.xxx/xxxx-xx). Otherwise, we’re not allowed to ship out your parcel.)

For Mainland China🇨🇳, we require an address in CHINESE. Please also fill in a CHINESE name if you have one.

Fill in your city and zip code and try to match it with DHL's system. We can only ship if your address is accepted by the DHL system, fill in wherever ever a place as shipping origin is fine if necessary.

We can only accept an address with up to 70 characters (not including city, province, and zip code) in the address column. It may lead to shipping delays if your address (not including city, province, and zip code) is more than 70 characters.

No, it's not mandatory. But it is highly recommended. Indeed, it will allow you to find your history, edit your addresses and track your parcel online faster. You will also be notified of new products and special events.

Sorry, so we can't issue an invoice with an EU VAT number as we currently don't have a European company.

Please click "Notify Me When Available" on the product page that is currently out of stock and then enter your email. You will receive an automated notification via email once the item is back in stock.