At Joykey, we want you to love your experience shopping as much as your new mechanical keyboard products.
Please feel free to contact our customer service department regarding to any questions or concerns. We are here to help with everything from placing orders, delivery questions and product details.
Even if you’re set, we’d still love to hear your feedback. We value your opinions and want to keep on improving to serve you better.
Unfortunately we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, and a tracking number has been created, the order will no longer be able to be canceled.
We are only able to cancel orders before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to be canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.
If you believe that an item in your order is missing/incorrect, please contact us immediately, and we will rectify the issue for you. Please be sure to include your order number, along with images of the invoice and products that you received. In regards to the invoice, please send us a complete image of the entire document where all text is visible. Upon reviewing the email, we will send you a prepaid return label at no charge to you to return to item back to us in exchange for the correct product.
Please send this information to email@example.com.
Please note that all “Dead on Arrivals” (DOA), Missing, or Wrong Item claims must be reported back to us within 48-hours from the time of delivery. Please ensure to carefully inspect your items upon receiving the package, as it is the responsibility of the recipient to check the contents of the order within the designated time window, and to notify us if any issues are found.
If you have confirmed that the shipping address listed on your order is invalid/incorrect, you may contact USPS to arrange mail-forwarding, or to arrange pick-up at your local post office. Alternatively, if the order’s tracking history shows that the courier returned your package to the original sender, we will be able to make the necessary adjustments to your order once it is received back at our facility. Please contact us regarding the matter with your updated shipping address and we will have it on file to update your shipping address.
Unfortunately, we are unable to link placed orders to existing customer accounts after the order has been placed. Alternatively, we may apply the earned rewards points from your recent order to your Vapejoy account. You may contact us regarding the matter, and we will be sure to issue the rewards points to you. Please include the order number and your Vapejoy account information at the time of your initial email to us.
Our order processing time is 24-48 hours once the order has been placed, excluding weekends and holidays. If Free First Class Shipping was selected as your shipping method at the time of checkout, the order will require the full 48 hours to be processed. NOTE: During the busy holiday season or after holiday promotion, processing can take up to 72 business hours. For more details about shipping times, please view the shipping & returns page.
Order confirmation emails are sent within 12-hours of the order being placed. If a contact email was not provided at the time of checkout, or an incorrect/invalid email address was entered, the confirmation email will not be properly sent to your inbox. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already begun processing).
Shipping labels are created prior to the order being shipped, which creates a corresponding tracking number for the package. Once created, you will receive a shipping confirmation email; please note that this does not indicate that the order has been shipped out. During this stage in the fulfillment process the order will process through our shipping department in preparation for shipment. In the event that an item in your order is unavailable, you will receive an email from our customer service team to resolve any issues. Additionally, the tracking will update once the package is received and scanned by the courier.
We currently offer free first class shipping for all US orders valuing over $75 (excluding applicable tax). Please note that the default shipping method is automatically selected as Priority Mail (2-4 business days), therefore requiring a manual selection for the free first class shipping option. Once your cart reaches the minimum amount of $75, the free shipping option will be made available for selection. Unfortunately, international orders are not eligible for free first class shipping, regardless of the order exceeding the $75 minimum requirement for eligibility.
We currently ship all orders in discreet packaging with no logos or labels of affiliation.
Return & Refund
We currently offer a 30-day after sales limited warranty for all manufacturer defective items purchased from our website, with some restrictions*. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.
If you receive a defective product from our website, please notify us within 30 of your invoice and we will be sure to assist you in the returns process. Prior to contacting us please ensure to include the following items in your email for a speedy process:
- Order number
- Images / Video of the defective item, clearly showing the issue at hand
- A detailed description of the issue you are facing with the product.
Please send the above information to firstname.lastname@example.org.
Please note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty. For information about our refund policy, please view the shipping & returns page.
Orders placed online with Joykey have a 30 Day Return Policy. We gladly accepts returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase. Please email us if you have any questions and the more details you are able to provide, the faster the situation can be handle.
Unfortunately, we currently do not offer phone support at this time, as our most efficient method of communication to our customers is via email. Our normal response time is between 24-48 business hours, excluding weekends and holidays.
Our main office is in New York, NY. All orders are shipped from our warehouse.
Our current hours of operation are from 9AM – 4PM EST, Monday – Friday, excluding holidays.
Please make sure to read the common FAQs above for the quickest answers to the most popular inqueries. For more information regarding our shipping and return policies, please go here. We will respond to every email within 24 business hours in the order we received them, excluding weekends and holidays. Our normal operation hours are from 9AM to 4PM (EST) on Monday-Friday, excluding weekends and holidays. To avoid any delay or confusion, we ask that you reach out to us from the contact email provided on your order. At the moment, we currently do not offer phone support.