FAQ

SHIPPING

  • Can I change the shipping address?
    • YES, unless a DHL label has been created. Please update the shipping address yourself in the store as shown in the picture here and let us know per e-mail at store@geon.works.

  • Until when can I update the shipping address?
    • Once a DHL label has been created, you cannot update the shipping address any more.

  • Can I combine my orders to save on shipping?
    • Unless a DHL label has been created, we can combine them for you. Contact us per e-mail with your request and we will refund you the additional shipping fee. In case your orders include heavy or large items, we may not be able to refund you the shipping cost.

  • What is your processing time?
    • Our processing time is 1-2 business days in most cases. If you place an order on the weekend, your order will most likely be fulfilled on Monday the week after. Conditions may change during clearance/sale, due to high number of orders - orders will be packaged in order of placement and we will announce the estimated shipping date on Discord.

  • Can I enter the shipping address in my language?
    • NO. We use DHL Express Worldwide and can only ship to addresses provided in English. Please make sure that you enter your name and address in English. 
  • Am I responsible for customs/tax?
    • YES. You are responsible for any customs duty and tax which may incur in your country. Refer to our Shipping Policy for more Information.

  • Why is shipping so expensive?
    • Shipping cost does not only depend on the weight of the package, but also on the size. If your package contains a large item such as a desk mat, shipping cost will increase. Also, if you live in remote areas, DHL will automatically charge additional 30$ shipping cost.

 

 

ORDERS

  • Can I cancel my order?
    • YES, but 5% cancellation fee will occur if you cancel more than 48 hours after the order placement, due to PayPal policy.

  • Can I change options for order # X?
    • YES, unless the options of your wish are out of stock. Contact us per e-mail at store@geon.works with your request.

  • Can I add some more products to my order # X?
    • It depends, so please contact us per e-mail at store@geon.works with your request. If a DHL label has been created, it is too late to add more items. Otherwise, we can add those products to your order and send you a PayPal invoice. Additional shipping cost may incur if the weight of the package increases significantly.

  • Can I remove some products from my order # X and get a partial refund?
    • It depends, so please contact us per e-mail at store@geon.works with your request. If a DHL label has been created, it is too late to have some products removed and get a partial refund, so please think twice before you place an order. In case a DHL has not yet been created, we can remove some products from your order and refund you the designated amount.

 

 

GROUP-BUY/PRE-ORDER

  • I missed the GB date for product X. Is it possible to order now?
    • NO, it is not possible. However, there will almost always be limited extras for purchase after the GB orders ship.

  • Can I cancel my GB order?
    • YES, you can cancel even if the Group-Buy has closed. Due to PayPal policy, 5% cancellation fee will occur from 48 hours after placing the order.

  • Can I make modifications to my GB order?
    • YES, while the GB is still open. Contact us per E-Mail with your request and we will change your order accordingly.
    • NO, if the Group Buy is closed.

  • Can you undervalue my order?
    • NO.

  • Can I change the shipping address for GB/Pre-Order?
    • YES, you can change the shipping address within the country of your residence.
    • NO, if you want to change the country of destination. We strictly prohibit transfers of group-buy spots and shipments to different recipients on your behalf. To prevent such matters, we cannot allow you to change the country in your address.

  • Can I order in-stock products together with GB/Pre-Order products?
    • NO. It usually take months or more until GB/Pre-Order products come into being. So if you have ordered in-stock products with GB/Pre-Order products, there is a high possibility that you would want it to be shipped separately, before the GB/Pre-Order products are ready for dispatch. To avoid such situations, we cancel in-stock items which are ordered together with GB/Pre-Order items and send you a partial refund. You are of course welcome to order the canceled items separately.

 

 

RETURNS & EXCHANGE

  • Do I have to pay for the return shipping cost?
  • Can I return just one product from several things I have ordered?
    • YES, given that your item is in the same condition in which you received it: unused, with tags, and in its original packaging. Please send us an e-mail at store@geon.works. After we receive the product and can see that the product is in its original condition, we will refund you the order amount minus the shipping cost and VAT.

  • For more information on orders and group-buy, please refer to Returns & Exchange policy.

 

 

AS/REPLACEMENT

  • The product I received seems defective. Can I get a replacement?
    • YES, if we can clearly see that the product is defective. Please send us an e-mail at store@geon.works with a picture which shows the defect.

  • Can I get a replacement for aluminum tools with scratches or smearing?
    • NO. Tools are expendable items and thus minor scratches and slight stains from the process of anodizing are considered normal. For more information, please refer to our QC Standards for Anodizing / Coating.

  • I’ve tested my PCB and it passed the test. But shortly after I built the keyboard and started typing, the PCB died. Can I get a replacement?
    • NO. PCBs are only eligible for a replacement if it turns out to be defective at the initial testing stage. If you have already started installing the PCB/Keyboard, it is no longer eligible for a replacement. During installation or usage, PCBs may be damaged due to a variety of reasons which is impossible for us to determine. ESD (Electrostatic Discharge), which happens when switch pins hit the case and cause shorting, is a common reason why the MCU of a PCB gets damaged. To avoid this, we advise you to use a ESD film.

  • My PCB has chattering issues / there are signs of malfunctioning. What should I do?

Below are the steps you should follow:

    1. Check if you are using a USB to C type cable
    2. Check if your firmware is up to date
    3. Connect the PCB directly to PC without using a USB Hub
    4. Uninstall and reinstall the USB HID driver. 
    5. Check if your daughter board / cable is properly installed.
    6. Check if the PCB is perfectly straight and not bent.
    7. Rarely, certain switches cause chattering to certain PCBs. Try using another type of switch and check if chattering disappears.

If your PCB still has the same issue after following the 7 steps, please contact us per e-mail at store@geon.works so that we can assist you further.

  • PCB related questions:
    • You could also DM our PCB designers directly on Discord, or post your question on Geonworks Discord and tag:
      • @Gondolindrim: Apollo PCBs / FM 60
      • @Hiney: H87nU
      • @harky(Zykrah): FUYU PCB
      • @Yiancar: W1-AT PCB
      • @Wolf: Galatea / Glare 65 PCB

 

 

PAYMENT

  • Do you only accept PayPal? / Can I pay using other methods?
    • We only accept PayPal at the moment.

 

 

ETC