Frequently Asked Question

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

• Weekdays (Mon-Fri)
• 10 AM - 7 PM (GMT +8)

Reach us via support@thekapco.com!

Emails and support requests are typically responded to within 24 business hours excluding weekends and Malaysia Public Holiday.

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.

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

• Grace (CS Lead)
• Catherine (CS)

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!

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.

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   

Processing & Handling Window:
Orders are typically processed and prepared for shipping within 2-5 business days. During peak periods, this may extend to 5-7 business days.

• Shipping Window:
  Delivery is estimated at 7-14 business days under normal circumstances. During peak periods, delivery may take 10-15 business days.
• Delays in Processing:
  If processing and handling time exceeds the defined window, customers may request a full refund and cancel their order. Please contact us at support@thekapco.com for assistance in such cases.

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

In most cases, your orders are queued along the manufacturing and assembly line, hence the delayed shipment (sometimes 2 to 5 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 support@thekapco.com for inquiries.

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.

Once you've placed an order, you will immediately receive an order confirmation email. Within 2-5 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 support@thekapco.com !

Track your order via https://www.17track.net/en

To request a refund or return, please contact support@thekapco.com with the following information.

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

We are committed to providing you with a satisfactory shopping experience at Thekapco.

For more details on our refund policy, please visit: Thekapco Refund Policy.

Yes, certain products come with a warranty, though it may depend on the situation. For more information, please visit our Warranty Policy or contact our support team at support@thekapco.com.

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.

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

• Bangladesh
• Bolivia
• Indonesia
• Philippines
• Curacao

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.