About Key Machine
What is Key Machine?
Key Machine is focused on bringing limited-edition releases of very fun and unique products in the mechanical keyboard space. These may be keycap sets, keyboards, switches, or other companion products.
How unique are the products?
Our contracts with designers and manufacturers are set up to ensure that these products are not made again, or released elsewhere. In some cases where the item for sale is already a given product (such as a popular keyboard or switch style) it will be treated in such a way that this specific version or style will never be offered outside of its Key Machine run.
How small are the editions?
These will vary based on the product type available, but in most cases, the number of products available represent the lowest MOQs we can get with their given manufacturers.
When are new products released?
Randomly. Once a product has sold through on Key Machine, the next product will begin, but there may be some time in between the two. Stay vigilent!
ACK! I can't read the information on the page!
As the Key Machine gets closer and closer to the launch of a product, more and more details will emerge to give you a glimpse into what will be on offer. Guess, speculate, pontificate, form theories, and by all means have FUN in the discovery process!
Shipping
Why hasn't my order shipped?
We have a 3-5 business day processing time for all orders. Business days are Monday-Friday, and most holidays are observed at NovelKeys. If your order was placed less than 5 business days ago, please allow the full processing time to pass.
My tracking hasn't updated for a few days
Sometimes there can be delays with USPS or FedEx, 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.
Where are you located?
We are located in Morgantown, West Virginia in the United States.
Can you undervalue my order for customs?
Sorry, but we have to mark the value of the items exactly as how they were purchased. You are responsible for the import taxes and duties on your order.
How long does shipping take?
- For USPS First Class - 3-5 business days
- For USPS Priority - 2-3 business days
- For USPS First Class International - 3-5 weeks
- For USPS Priority International - 5-8 business days
- For Fedex Economy International - 3-5 business days
- For Fedex Priority International - 2-4 business days
- For Fedex Connect Plus International - 5-8 business days
Please note that on top of the shipping time there is also a 3-5 business day processing time for all orders. We also do not ship out on the weekends. All shipping estimates are provided by the courier and do not carry a money-back guarantee.
Do I have to pay for customs/import fees?
Yes, any type of customs/import/VAT fees are to be paid by the customer. Please note that duties and taxes are not collected at checkout.
Orders
My item looks slightly different than the picture.
With everything, we try to take the most accurate picture that we can. However, lighting can play a huge role in how an item, especially deskpads, is perceived. Most of our pictures are taken with more of a cool lighting.
I sent a support email, but I have not heard back.
Please make sure to check your spam folder. Also, if you are using a .edu email, please send the support question again using a different email. We have issues with hotmail, outlook, live, and .edu email addresses receiving emails. If you are using those emails, please check your Spam and Junk folders.
How can I cancel my order?
Orders placed through the Key Machine cannot be canceled.
When will "x" product be restocked?
Products will not be restocked on The Key Machine. These are limited edition items that will not be manufactured again.
Misc.
Are you affiliated with NovelKeys?
Yes. Key Machine is operated and fulfilled by NovelKeys.
I haven't heard back from you on Reddit, Instagram, Discord, Facebook, etc. Why aren't you answering?
We are not able to answer support messages on social media. The best option is always to use our support email. If you have questions relating to order, make sure to use our support system.