FAQs
Development by DDSHOPAPPS
WHAT ARE [GB], [PRE-ORDER]
Sorry, this is not allowed.
This is because we cannot determine the inventory of goods in stock when the group purchase goods arrive.
We want to give you a definite shopping experience, not full of uncertainty
What is a Group Buy?
A Group Buy (GB) is a type of pre-order for a product before it has been manufactured. A GB is usually open for several weeks. At some point after the group buy end date, typically within a week, vendors place the order with the manufacturer.
What is a pre-order?
The term "pre-order" is often used when referring to extra product ("Extras") purchased by Moyu.stuidio to sell after the group buy period has ended. This allows people who missed out on the group buy to have a chance at purchasing the product without being subject to exorbitant aftermarket pricing. To account for the opportunity cost of holding this extra inventory, Extras are typically priced higher than the group buy price.
You can email us on the contact us page or join our discord to contact us
You can also send an email to our email address: project@moyukeys.com
Of course, the most recommended way is to add a discord friend of our manager: moyu.studio_chen, which makes us exchange opinions.
We are very happy to assist our research projects.
Of course! We would be happy to help you change your address. Please send an email to support@moyukeys.com
Order
After you place your order, we will send you a confirmation email to track the status of your order. After your order is sent, we will send you another email and a link to track your order. Alternatively, you can track order status from the order history section of the account page on the website.
We can only change orders that have not been processed. To change your order, please submit a request via the contact us form for support.
It should be noted that group purchase and pre purchase orders cannot be changed
If you want to cancel the order, you can send an email to support@moyukeys.com
It should be noted that cancellation is not supported for group buy and advance pre orders
After placing an order, you will not be able to modify it on the website. Please contact our customer support team via the contact us form to make any changes to the order.
After the order is shipped, you will receive an email and SMS notification containing detailed information about the order.
You can also enter your order number and phone number in the order tracking interface for querying
If your order has not been delivered, we can deliver the product to other address according to your request. If your order has been shipped, we cannot change the address because it has already started shipping. To learn more, you can send an email to support@moyukeys.com
We only charge the price and freight of the goods themselves, so your order does not include customs taxes.
Shipping
Our detailed address is Group 3, Longbei Village, Xianning City, Hubei Province, China.
Our email address is support@moyukeys.com
Our discord name is moyu.studio_chen
If you do not have a group-buy item in your order, please send an email to support@moyukeys.com We will look into it for you.
If you have group-buy items in your order, your order will not ship until the group-buy items become available. If you would like for us to remove in-stock items from the order for you to place a separate order, please send an email to support@moyukeys.com
The issue is reflected as RTO (return to origin) in the following cases: - multiple attempts to deliver, but cannot be delivered due to an address error or no one in a given address - the address cannot be found because the password is incomplete or the password is incorrect - you or someone on the delivery address refuses to accept the order in this case, Our customer support team will try to contact you through your registered phone number and email. If the number is unresponsive or inaccessible, the package is returned to the origin.
The delivery time may determine the delivery location and the type of product you order.
If you are in China, we will process your order and complete delivery within 1-7 working days
If you are outside of China, we will process your order and complete the shipment within 7-15 working days, as we need to deliver the goods to the international freight forwarder.
It should be noted that the above standards cannot be used for group buying and pre order products. The delivery time is based on the product details page
Unfortunately, the shipping cost is beyond our control. The transportation cost is determined by various transportation carriers based on the weight, size, and destination of the package. The price you see at checkout is the price we must pay to ship your item.
We are currently shipping in China. If you have any other questions, please contact our customer support through the "Contact Us" form.You can also directly send an email to our email address: support@moyukeys.com
We support transportation in most countries around the world. If you can place an order, it means we can transport it
45 countries and regions including the United States, the United Kingdom, France, Germany, Italy, Spain, the Netherlands, Belgium, Austria, Sweden, Poland, South Africa, Cyprus, Australia, Canada, Ireland, Greece, Bulgaria, Portugal, and most of Asia
Payment
Due to PayPal's business practices, when you change your mind, we must transfer a 4.4% refund to you. In addition to deciding to raise prices so that everyone doesn't have to pay for it, we also decided to include it only when needed - changing the rate of return in our minds.
At present, we only support charging customers in local currency for the following currencies: US dollars. If your credit or debit card uses another currency, it will be charged in US dollars based on your website. Your bank may adopt appropriate exchange rates for the currency you have chosen in accordance with its policies. Please inquire about the initialization fee with your bank.
Returns & Exchanges
Unfortunately, due to the nature of the item, we do not allow returns. If you believe that your product is defective, please send your order number via email to support@moyukeys.com We will help you deal with it
Unfortunately, due to the nature of the product, we do not accept exchanges. If you believe that your product is defective, please send an email containing your order number to support@moyukeys.com