FAQ
Product Availability Definitions
READY-TO-SHIP
Ready-to-ship items are in stock and expected to ship within the processing time listed on the product page and in the shipping FAQ below.
MADE-TO-ORDER
Made-to-order items are manufactured, finished, or assembled after an order is placed. Production begins only after purchase. Processing times vary and are listed on the product page and in the shipping FAQ below.
Due to the custom nature of made-to-order products, these items are generally not eligible for return or refund except in the case of a defective product or an order error.
PRE-ORDER
Pre-order items are products that are not yet in stock and are offered for purchase before production or fulfillment is complete.
Estimated fulfillment dates are provided on the product page and in the pre-orders FAQ section below, and are subject to change. By placing a pre-order, you acknowledge that fulfillment may occur later than the estimated date.
Pre-order items are subject to the terms outlined in our pre-orders FAQ policy below.
Pre-Orders
WHAT IS A PRE-ORDER?
A pre-order is a method of sale where we offer a new product, typically not yet manufactured, to a group of buyers at a reduced price. The production starts only after a certain number of orders are placed. This system allows us to offer unique, custom-designed mechanical keyboards and components that aren’t available through regular stock.
HOW DOES A PRE-ORDER DIFFER FROM REGULAR PURCHASES?
Unlike regular purchases of stocked items, pre-orders require a waiting period for production. Since the product is made after orders are collected, it takes longer to receive the item. However, this allows for more exclusive designs and often, a more competitive price.
HOW LONG DOES A PRE-ORDER LAST?
Pre-orders have a set duration, often a few weeks, during which orders can be placed. Once the buy period ends, we close orders and start production. The duration will be clearly stated for each pre-order event.
HOW DO I PARTICIPATE IN A PRE-ORDER?
To participate, simply place an order for the product during the pre-order period. You will be charged at the time of your order, and the product will be shipped to you once production is complete.
WHAT ARE THE RISKS ASSOCIATED WITH A PRE-ORDER?
The main risk is the waiting time, as production can be delayed due to various factors. We ensure transparency throughout the process and keep participants updated on any changes. Please note, orders made during a pre-order are generally non-refundable, as they are used to fund the production of the items.
CAN I CANCEL MY PRE-ORDER?
Due to the nature of pre-order, they are non-cancellable, as your order directly contributes to the production funding. Please be certain before placing your order. However, exceptions will be made for cancellation requests that are made within 2 hours of ordering.
CAN I RETURN MY PRE-ORDER ITEM(S)?
Due to the custom nature of pre-order, these items are generally non-returnable and non-refundable. However, items that are faulty and arrive damaged or defective will be available for return/replacement on a per-case basis, within 30 days of receiving the item.
WHEN WILL I RECEIVE MY PRE-ORDER ITEM(S)?
The estimated delivery time will be provided on the pre-order product page. We strive to adhere to these timelines, but please be aware that delays can happen due to the complexity of manufacturing custom products.
Shipping
ORIGIN
All items ship from Philadelphia, Pennsylvania, United States.
PROCESSING TIMES
- In-Stock Items - Ready to Ship: Orders are processed within 3-7 business days after placement.
- In-Stock Items - Made to Order: Orders are processed within 6-14 business days after placement.
- Pre-Order Items: Processing times vary. Refer to the specific item page or visit our FAQ for details.
DOMESTIC SHIPPING (UNITED STATES)
- Carriers: UPS Ground (1-5 business days) or USPS Ground Advantage (2-5 business days). See checkout for express shipping options.
- Cost: Calculated at checkout.
- Tax: Orders shipped to Pennsylvania are subject to a 6-8% sales tax.
INTERNATIONAL SHIPPING (CANADA)
- Carrier: UPS Standard (3-7 business days). See checkout for express shipping options.
- Cost: Calculated at checkout.
- Duties/Taxes: Additional charges may apply upon delivery, as determined by Canadian customs. These are NOT included in the total order cost, and are the recipient's responsibility. This Duty Calculator can be used for estimates.
INTERNATIONAL SHIPPING (EXCLUDING CANADA)
- Carrier: UPS Worldwide Expedited (2-5 business days), USPS First Class Package International (7-21 business days), DHL Express (1-5 business days), or DHL eCommerce Standard (4-14 business days).
- Cost: Calculated at checkout.
- Duties/Taxes: Additional charges may apply upon delivery, as determined by the destination country's customs. These are NOT included in the total order cost, and are the recipient's responsibility. This Duty Calculator can be used for estimates.
ORDER TRACKING
- Confirmation: After purchasing, you will receive an order confirmation email and shipping updates. Order can also be tracked using the Shop app.
- Missing Packages: For issues with missing packages marked as delivered, please wait a few days before reaching out to us. You can also check with neighbors or at local USPS/UPS/DHL Access Points. Please note that Null Design Co is not responsible for lost or stolen packages.
CAN YOU DECLARE A LOWER VALUE ON MY PACKAGE FOR CUSTOMS?
We know paying extra customs fees and taxes isn’t fun. However, we’re legally required to declare the full value of your order. If a shop under-declares, they’re taking a risk that can backfire on you as the customer. Your package could be delayed, seized, or left without insurance coverage if it’s lost or damaged. We prefer to do it the right way so your order gets to you safely and without added complications.
Returns, Refunds & Cancellations
READY-TO-SHIP ITEMS
Ready-to-ship items may be returned within 30 days of delivery.
To be eligible for a return, items must be returned in their original condition, including all original packaging, accessories, and documentation.
Original condition means that the item has not been assembled, installed, modified, damaged, or used beyond what is reasonably necessary to inspect the product.
Refunds for eligible returns will be issued to the original payment method. Original shipping charges are non-refundable.
Customers are responsible for return shipping costs unless the item is defective or an order error occurred.
Items returned with signs of use, damage, missing components, or missing packaging may be subject to a restocking fee of up to 15%, or may be refused at our discretion.
MADE-TO-ORDER ITEMS
Due to the custom nature of made-to-order products, all made-to-order sales are final and are not eligible for return or refund, except in the case of a defective product or an order error.
PRE-ORDER ITEMS
Pre-order sales are final and are not eligible for return or refund, except in the case of a defective product or an order error.
EXCHANGES
We do not offer exchanges. If you would like a different item, please return the original item (if eligible) and place a new order.
ORDER CANCELLATIONS
Orders may be canceled within 24 hours of purchase for a full refund, unless the item is a pre-order.
Pre-order cancellations are only accepted within 2 hours of purchase.
After the applicable cancellation window has passed, cancellation requests may be approved at our discretion. Approved cancellations may be subject to a 15% cancellation fee, which will be deducted from the refund amount.
To request a cancellation, please contact us as soon as possible.
DEFECTIVE ITEMS & ORDER ERRORS
If you receive a defective item or believe your order was fulfilled incorrectly, please contact us within 7 days of delivery by emailing sales@nulldesignco.com or through our Contact page.
We will work with you to resolve the issue as quickly as possible.
EUROPEAN UNION CUSTOMERS
Nothing in our policies is intended to limit any statutory consumer rights that may apply under applicable law. Customers located in the European Union may have additional rights, including the right of withdrawal for certain purchases, as required by applicable law.
Certain products, including made-to-order and customized products, may be exempt from withdrawal rights where permitted by law.