Receiving
An item in my order doesn't work
You unbox it, plug it in, and... the magic doesn't happen. Here's what to do.
It's frustrating when an item doesn't work as expected. While most electronic items undergo semi-automatic quality assurance testing, it's possible for them to not work regardless.
If this happens, please send an e-mail to support, and include the following:
- Photos will help us potentially spot the issue.
- For products that are PCBs, such as keyboard kits or controllers, a photo of the front and back of the item.
- For Halcyon kits, please remove the controller first, and send a set of pictures for both the controller and the keyboard PCB.
- For other items, a photo of the item.
- For products that are PCBs, such as keyboard kits or controllers, a photo of the front and back of the item.
- A description of the problem can help us understand what you've tried and what you're running into.
Recommend, not required. Unable to make pictures of your items? No need to worry, you can get the request started without sending them. However, we'll usually be able to handle your question in one go if you do include the pictures to start with, as we may have to ask for them before sending replacements or issuing refunds. Thank you for understanding!
In any case, reaching out to us will be the fastest solution. We'll get you up and running, ideally with the original item, but we can get you a replacement if need be.
I want to return (part of) my order
Changed your mind? Here's how to return items.
An item in my order is damaged
Sometimes, a box gets roughed up in transit. Here's what to do.
Questions? Help us improve!
Do you have questions after reading the documentation? Do you have feedback about this page, or about the documentation in general? Please send us an email. You can use the buttons below which will open your mail client or app with a template, or send your mail to support@splitkb.com.