Wuque Policy
Shipping Policy
We ship all over the world! To see what it will cost to ship your international order, simply add items to your cart and select your country at checkout.
The time frame of order delivery is divided into two parts:
Processing time: 2-5 business days
Economy Shipping time: 20 to 25 business days
Third-party Express Time: 8 to 12 business days
Shipping methods: DHL, FedEx, USPS, YunExpress and other economic solutions
Your shipping fee will depend on the weight of your selected items and shipping method specified and selected at checkout.
Meletrix is NOT responsible for any import tax or other customs fees.
Meletrix is NOT responsible for any kind of shipping courier issues (e.g. delayed delivery, delivered but missing, lost in transit, delivered to wrong address, etc.). We will however gladly assist during the claiming process in case of failed delivery.
General
Due to the limited production of most of our products, we highly recommend opening and inspecting the contents of your order once it’s received.
●For in-stock products: Please send your inquiry within 14 days after your order/product has been delivered.
●For group buy products: Please report any QC defects in unassembled condition within 14 days after your order/product has been delivered. For Wuque Studio/Meletrix PCBs, we provide a one-year warranty.
●We are unable to assist with any product defect related issues that are beyond our quality disclaimers.
Cancellation
Group Buys
On-going group buys
●We accept order edit requests on group buy orders, where the group buy is still open to join.
●Any refund is subject to a 4% restocking fee to cover various merchant fees.
Finished (closed) group buys
●Sadly we are unable to accept any order edits or refunds to closed group buys.
Non-Group Buy & In-stock items
●If you wish to remove any item(s) from your order, the refund is subject to a 4% restocking fee.
●We accept order cancellations before the product is shipped or produced.
●We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
For non-group buys & in-stock items, we accept returns of products. Customers have the right to apply for a return within 14 days after delivery of the product.
To be eligible for a return, your item must be unused and in the same condition as you have received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
For custom keyboard (and their respective add-ons) group buys, we will not accept returns, refunds, or replacements under any circumstances for the following:(Note: Please refer to specific sales terms in the page description.)
●change of mind
●preferences such as acoustics, aesthetics, or typing feel
●timing related issues such as estimated delivery date, delivery date, or delays
Returns pertaining to failed delivery due to any of the following reasons:
●incorrect address and/or delivery details
●lack of response to courier inquiries
●refusal of payment of import duties and/or taxes
●rejection of customs clearance
Regarding return shipping cost
If the return is caused by the consumer, the consumer is responsible for the shipping fee back to our warehouse. In such cases we are also not able to refund any previously paid shipping fees, import fees or the 4% restocking fee. To ship their items back, the consumer is free to choose any courier. However, keep in mind that the service should be ideally tracked with insurance, so the package doesn’t get lost.
If the consumer’s goods arrive damaged or the consumer receives the wrong item due to our mistake, the consumer is not required to bear the shipping fee. No restocking fee is to be charged to the consumers for the return of a product.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a refund will automatically be issued to your credit card or original method of payment, within a certain amount of business days. The waiting times can vary depending on your original method of payment, and as such we are not able to provide exact estimates.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. If the refund has not arrived yet, please contact your credit card company or the company providing your original method (such as PayPal) first. It may take some time before your refund is officially released. Make sure to contact your bank should the previous two options not be able to provide you with any information. There is often some processing time by your bank before it's released to your bank account. If you’ve done all of this and you have still not received your refund, you can contact us using the widget at the bottom right of this page or you can reach us at service@wuquestudio.com.
