FAQs

Because we aim to provide efficient service and delivery, orders are processed as quickly as possible. Therefore, orders may not be able to be changed once they are placed. If you do need to modify or cancel an order, please contact us as quickly as possible via fanpages, or at merchemycom@gmail.com.

Credit cards are charged at the time of order processing.

We begin processing your order as soon as it is received. Estimate shipping date varies depending on each product. It is written on every product page on our website.
We process orders on business days, which are Monday through Friday, Eastern Standard-Times. We exclude holidays observed by the Post Office:New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. The majority of orders are produced and shipped within 7 - 10 business days. The processing time for custom orders such as Pokemon keycaps, custom wrist rest is 3 – 4 weeks. Shipping takes over 8 - 20 days on average, depending on your location.
Note: The estimated shipping date on our webpage is the date when the parcel will be shipped out.

The shipping option is determined by the destination zone. Orders are shipped via USPS (the US), Auspost (Australia) or Royal Mail (the EU, UK, Canada, and other countries

When your order is shipped out, we will update a tracking code via email so that you can stay up-to-date with your order status.
To track an item, go toHEREand enter your Order ID and the email address you used to place the order. If you can’t find this info—or want to learn more about this process, please email us at merchemycom@gmail.com.

We do not offer Saturday as a specific shipping option, but as we ship USPS, it is possible to receive deliveries on Saturday.

While shipping carriers will make every effort possible to ensure that packages meet their delivery dates, unforeseen weather can cause unexpected delays in delivery. In addition, during holidays, estimated delivery times might be longer than usual. If your delivery did not arrive when expected, please send an email to merchemycom@gmail.com. and we will gladly assist.

Please review our SHIPPING POLICY for more information.

We do not accept returns or exchanges unless the item you purchased is defective by the production process.

For additional information on returns, please email us at merchemycom@gmail.com.

Please review REFUND AND RETURN POLICY for more information.

Yes. It depends on your local customs policy. You are responsible for paying customs or taxes, duties and tariffs (if any) that your country may assign to you.

Note: If the parcel is returned or transferred to the local over-good facility because of the unpaid import duties, Hirosart won’t take responsibility for the parcel. We may not give the refund for such reason.

We accept:
(1) Paypal
(2) Visa Credit/Debit Card

To determine your spacebar size, you need to measurethe length of the spacebar keycapin millimeters and divide it by 19. This will give you the unit size of your spacebar. For example, if your spacebar is 114 mm long, then your spacebar size is 114 / 19 = 6u. Our spacebar size ranges from5.57u to 7u, so you can choose the one that fits your keyboard best.

Answer: Our keycaps are compatible with Cherry MX switches & clones in terms of switch types and SA/OEM in terms of keycap profile. These are the most common and popular types of switches and profiles in the mechanical keyboard market.

However, some keyboards may have different layouts or sizes that may not match our keycaps. To provide you with better support, kindly email us with your keyboard model and we will check the compatibility for you.

We’re open for business 24/7.

Our head office is located at 235, Nguyen Trai, Thanh Xuan District, Hanoi, Vietnam, 10000.

(1) As a member of Merchemy, you will be regularly updated with our special sale events, news… via email

(2) Merchemy also has a tradition to present birthday gifts for family members

Click here to sign up today and start enjoying membership privileges!

Please feel free to contact us via fanpages or merchemycom@gmail.com if you have any queries.