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How can we help?

Frequently Asked Question

Can't find the answer to your question? Let us know at Instagram @thekapco

Customer Service / Support

What are your operating hours?

The KapCo customer service team will support your inquiries during the following hours:

  • Weekdays (Mon-Fri)
  • 9 AM - 7 PM (GMT +8)
How long should I expect to wait for support and replies?

Emails and support requests are typically responded to within 24 business hours.

Please note that there may be instances of delayed replies due to high email volume or the possibility of us missing an email by human error. We apologize for any inconvenience and will make every effort to provide support as soon as possible.

Who are your customer support?

Our customer service staff that'll assist you with anything related to The KapCo!

  • Stephanie (CS Lead)
  • Catherine (CS)

Compatibility

Will the keycap set fit on my keyboard?

We only offer keycap sets for the Standard ANSI Layout (American National Standards Institute).

If you're unsure about your keyboard's layout, please DM us on Instagram @thekapco, and we'll be happy to assist you!

  • DM @thekapco
  • Snap a picture of your keyboard
  • Tell us which set you're interested in!
What's the difference between keycaps, pre-built keyboard set & barebone kit?

Keycaps are the stylized surfaces that you type on your keyboard.

A pre-built keyboard set is a ready-to-use bundle that consists of a keyboard with installed mechanical switches and a keycap set.

A barebone kit is a mechanical keyboard without switches and keycaps.

Shipping

What's the average shipping time?

We partner with several global suppliers to provide you with great quality products at fair prices. Therefore, customer orders are shipped worldwide via Yanwen > USPS with an estimation of 2-4 weeks to arrive at your doorstep.

  • NA Countries: 2-4 weeks
  • SA Countries: 2-4 weeks
  • EU Countries: 2-4 weeks
  • Asia Countries: 1-3 weeks
  • SE Asia Countries: 1-3 weeks
  • Oceania Countries: 1-3 weeks

NOTES: Please make sure your shipping information is correct to avoid shipment delay!

Why are my orders not being shipped for so long?

In most cases, your orders are queued along the manufacturing and assembly line, hence the delayed shipment (sometimes 1 to 4 business day). Rest assured, we'll try our best to fulfill every order and ensure a pleasant shopping experience at The KapCo. We truly appreciate your support!

If the timing seems oddly long, please don't hesitate to email sales@thekapco.com for inquiries.

How does the fast shipping works?

You can choose DHL/FedEx courier at the checkout for your order.

However, please note that pre-built keyboards will take a few days for assembly before being shipped.

For pre-ordered products, your order will be prioritized for fulfillment once the product is ready.

Tracking

When will I receive my shipping / tracking number?

Once you've placed an order, you will immediately receive an order confirmation email. Within 2-4 business days, we will prepare your package and ship your order. You will receive another shipping email attached with your package's tracking number.

NOTES: You might experience a delay in receiving the shipping email due to the high volume of orders during peak season. We appreciate your patience and assure you that we will not compromise quality for rushed orders. If you have any doubts, please contact us via @thekapco on Instagram or sales@thekapco.com!

Where can I track my order?

Refund / Return

How do I request for a refund / return?

Please contact sales@thekapco.com with the following information for a refund/return request. We will do our best to guarantee a satisfactory shopping experience at TheKapCo.

  • Order ID (e.g., TKP0001)
  • Pictures of the goods
  • Reason for refund/return

How It Works

Pre-order

The pre-order period typically lasts for one month. In instances where the pre-order period is extended, we will notify our buyers via email and announce it through the notification bar on our website.

Pre-orders usually come with significant early-bird discounts and benefits to encourage sales.

However, you are still eligible to cancel your order or make adjustments before your product is shipped.

NOTES: TheKapCo does not facilitate group buys; we only offer pre-orders, ready-products, and print-on-demand services.

Delivery Region

We are currently unable to ship to the following countries due to technical difficulties:

  • Bangladesh
  • Bolivia
  • Indonesia
  • Philippines

However, you can reach out to us via Instagram @thekapco, and we will assess each case individually to see if we can assist with shipping to your address.