For order issues, questions, or business inquiries, please fill out and submit a ticket through the form provided here. Before submitting, please take a moment to read the FAQ below. It might answer your question!
If you feel more comfortable using your own email to open a ticket, you can send me an email at email@example.com.
All issues are handled by the world's bestest support bunny, Oatmeal.
How do I enter a Keyforge sale?
Due to the overwhelming demand for my work, I hold RNG (Random Number Generator) Sale Events. These are pretty common with keycap sales, because there's usually a large amount of people, but only a handful of caps. RNG Sales make things fair, and gives people an equal chance of getting their hands on a key.
Here's how they work:
- You wait for the Sale to open, put your Paypal email in, and choose your shipping preference.
- Once the Sale closes, I run the entries through a RNG program, which selects who will receive an invoice (based on how many keys I have to sell).
- Invoices are sent out, and you have a designated amount of time to pay them before they are cancelled and given to another random entrant.
- Keys are shipped once invoices are paid. Note that you don't pay anything unless you receive an invoice.
Long story short, I choose random people to win and pay for my keys. If I just tossed them up into the store and let you put them in a cart and check out, they would be gone as soon as I put them up, and most of you wouldn't ever get the chance to get one.
Major Sales are usually open for 24 hours to accommodate all time zones , but Flash Sales can be as quick as 60 seconds.
Need some help or resources? Here are three ways to be successful in KeyForge Sales:
Follow me on Geekhack, Instagram, or take a look at the /r/mk subreddit. Knowing the latest designs and following the progress of projects will give you a great idea when a new sale is about to happen. If you have questions, feel free to shoot me an email or ask a member of the community for help. The better informed you are, the more prepared you will be when I announce a sale.
Good stuff takes time to create, and I keep the batches of keycaps relatively small to keep the quality high. I don't have a big office building, a manufacturing plant, or even gnomes to help me out. Hell, I don't even have employees or help. Each keycap is painstakingly created by hand, inspected for mistakes, and hand-finished to perfection. Shit is time-consuming, yo.
Let me know how I'm doing. I seriously consider every piece of positive and negative feedback, and do my best to change for the better. Do you hate something that I do? Chances are that I don't give a shit, but I'll definitely listen to your concerns.
Can I purchase keys directly from the website?
At this time, there are no keys for direct purchase on the website. They must be won in a Sale event.
I am working on a new Storefront that should feature some in-stock keys, coming sometime in 2018.
Replacements / Returns
First off, I'm sorry if you need a replacement. I strive to honestly make the best product I can. Each key goes through a Fit and Finish check in order to catch small color imperfections, stem fit issues, and bubbles. Sometimes things can slip through the cracks, and I'm happy to make amends. Please contact me with your issues within 30 days of receiving your key in order to quality for a Replacement.
I will happily replace any key that has issues, as long as you can provide proof of the problem and I deem it to be a defect. Understand that these keys are handmade items, and there is going to be a little bit of variation from key to key, but I won't ever send you a bad keycap.
The following are Approved Return situations:
- MX or Topre stem does not fit, or is very loose
- Keycap was damaged during shipping
- Received incorrect order
- Did not receive order, and I cannot repour the key
I will not replace keys for anybody other than the original owner/purchaser.
If you did not receive your order, I'll will do our best to fix the situation. Nine times out of ten, I can fix the problem and get you your keys. Be aware that if an order is not received due to an address error on your part, I cannot replace the key until I receive the original back. You will be required to contact USPS and track down the package so that we can go forward with a replacement or a return. This kind of issue can be avoided by making sure you have the correct address in Paypal.
Note that if a colorway is particularly intricate, there may be times that I cannot repour the key to exactly match the original, and other measures will need to be taken to make amends.
I typically do not give refunds for orders once you have received your keycaps. Instead, I would like to work with you and replace the key that you are having issues with. There may be times that I cannot repour a certain colorway to due complexity, and in those situations a refund will be given.
Order Transfers / Order gifting
Transferring or selling orders before they arrive in your hands are not permitted. Any orders that are found to be sold or transferred will be cancelled and the original order owner will be refunded. If you would like to Gift your winning order to somebody else, feel free to contact me and I will make sure the key gets sent to the right person.
I primarily use USPS, and I print labels in advance for convenience. Tracking is provided with all KeyForge orders, with a handy little map that shows you where your keys are.
Your order will typically not check-in until it reaches it's first stop, so your tracking will most likely read "Label Created" until that time. Sometimes I print labels a few days in advance, and take them all in at once. Once your label is printed, I strive to get your package to the post within 5 business days. Please allow 5 business days before contacting me about your order. Sometimes, during large sales or holidays, there can be a bit of delay in shipping, up to a few weeks. I ask that you be as patient as possible and understand that I sometimes have hundreds of packages to ship all at one time, and it gets a little crazy.
Did not receive package
Please ensure that packages have actually shipped out before contacting me about not receiving your package. I don't often lose packages, so if your label has been created, you have a physical package prepped that is waiting on a key. All of my keys are made before the sale begins, but I often do not sand or finish the keys until the keys have been won. So prepping your key can take a couple of days, just so I can catch any imperfections as I go along. So don't be worried I lost your package if you have tracking, I'm just giving it some extra care.
The most common problem I run into is people having the wrong default address in Paypal. I cannot stress enough how important it is to update your PayPal address, and double check your information before paying. I receive the address you put into Paypal at the time of payment, and it ships there.
If you give me the wrong shipping address, it is your responsibility to track down your other package before I can send out another one.
I won't give you a BS story about how I run on donations and list a bunch of made-up reasons why you should give me MORE money blah, blah, blah. I use donation money to buy Red Bull when it's 4am on a Tuesday and I'm quietly casting keycaps so I don't wake the kids, or to replace one of the ratty old t-shirts that I use to cast in. Sometimes it buys a celebratory meal or beverage. Stuff like that.
I feel donations are very personal things. It's free money that you're giving to support something you care about, and I don't take that lightly.
To make a donation, send it to firstname.lastname@example.org through PayPal, or shoot me an email if you'd like to help in another way.
I appreciate your support, donation or not.