FAQ

elunaviq™ · Help Center

Frequently Asked Questions

Looking for answers before or after your purchase? You'll find helpful information below about our mechanical keyboard tools, order preparation, delivery, tracking, returns, refunds and customer assistance. We've organized the essentials here to make your shopping experience a little easier.

Orders & Shipping Returns & Refunds Customer Support

01 / GETTING STARTED

Store & Order Basics

Who runs the elunaviq™ store?

elunaviq™ is an online store dedicated to mechanical keyboard maintenance and modification tools. The business operating the store is identified in the company information at the bottom of this page.

What kinds of products can I find here?

Our collection focuses on tools and accessories for mechanical keyboard care and customization, including products for keycap removal, switch handling, switch lubrication, stabilizer adjustments and other hands-on maintenance tasks. Please check each product page for its specific features, materials, dimensions and included components.

How long does it take to prepare my order?

Most orders are processed within 2–4 business days after payment has been confirmed. During public holidays, promotional events or periods of unusually high order volume, processing may take up to 5 business days.

Please allow for this preparation period before estimating when your shipment may arrive. Order processing time is separate from carrier transit time.

02 / DELIVERY UPDATES

Shipping & Tracking

STANDARD U.S. SHIPPING ESTIMATE

10–15 business days

Estimated carrier transit time after dispatch for supported United States destinations. Order processing is additional.

How long should delivery take within the United States?

For supported U.S. destinations, standard carrier transit generally takes an estimated 10–15 business days after dispatch. This estimate does not include the order processing period of 2–4 business days, which may extend to 5 business days during peak periods. Actual delivery can vary depending on the destination, carrier operations and other shipping conditions.

Where can I see the shipping fee?

Available shipping methods and their applicable charges are calculated and displayed at checkout before you submit payment. Please review the options shown for your delivery address before placing your order.

Where will my order be shipped from?

The fulfillment location may vary according to product availability, inventory location and the delivery destination. Depending on these factors, an order may be shipped from our facilities or designated fulfillment partners.

Will I receive a tracking number?

Once your order has been dispatched and tracking information becomes available, shipment or tracking details will normally be sent to the email address provided at checkout. Please also check your spam or junk folder if you cannot find the notification.

What if my tracking information stops updating?

Carrier scans may not appear continuously while a parcel is moving between facilities or awaiting its next scan. If tracking remains unchanged and you are concerned about your shipment, email service@elunaviq.com with your order number. Our team can review the available shipment information.

Tracking says “Delivered,” but I can't find my package. What now?

First, check the usual delivery area, mailbox, building reception, parcel locker and other reasonable locations. You may also wish to check with household members or neighbors where appropriate. If the package is still missing, contact us with your order number so we can review the available delivery information. A “Delivered” scan does not automatically prevent us from reviewing your concern.

03 / AFTER-SALES SUPPORT

Returns, Refunds & Order Changes

How long do I have to return an eligible product?

Eligible products may be returned within 30 calendar days after confirmed delivery. Returns remain subject to the applicable return policy and approval process. Please contact customer support before sending any merchandise back.

How do I submit a return request?

Email service@elunaviq.com before returning your item. To help us assess your request, please include:

Your order number
The product you wish to return
The reason for the return
Relevant photographs or videos, where appropriate

After reviewing your request, our team will advise you on eligibility and the next steps.

What return address should I use?

Please wait for your return request to be reviewed and approved. Customer support will then provide the appropriate return warehouse address and instructions. Do not automatically mail returned merchandise to the company's business registration address.

Who pays for return shipping?

For preference-based returns, customers are responsible for the return shipping costs. If a confirmed product or fulfillment issue attributable to us requires the item to be returned, we will cover the reasonable return shipping costs.

Will my original shipping charge be refunded?

For preference-based returns, the original shipping charge paid at checkout is not refundable. If a confirmed product defect, damage, missing item or fulfillment error attributable to us results in a full-order refund, the original standard shipping charge will also be refunded. For an approved partial refund arising from such an issue, the refundable portion of the original standard shipping charge will be calculated proportionally using this formula:

Refundable original standard shipping = original standard shipping charge × value of affected items ÷ original merchandise subtotal

The calculation uses the original merchandise subtotal before shipping and taxes. When a return is required because of a confirmed issue attributable to us, we will also cover the reasonable return shipping costs.

How long will my refund take?

Once an approved returned item has been received and inspected, refund processing generally takes 5–10 business days. Your bank, card issuer or payment provider may need additional time to post the funds to your account. The time it takes for the refund to appear may therefore be longer than our processing period.

Can I cancel an order after placing it?

If you need to cancel, contact us as soon as possible, ideally before order fulfillment begins. We cannot guarantee cancellation once fulfillment or shipment is underway. No cancellation fee is charged when an order is successfully canceled before fulfillment begins.

What should I do if a product arrives damaged, defective or incorrect?

Please contact customer support with your order number and a description of the problem. Include clear photographs or videos where appropriate so we can assess the issue. After reviewing the circumstances, we will provide a reasonable resolution, which may include a replacement, refund, return arrangement or another applicable solution.

04 / WE'RE HERE TO HELP

Still Have a Question?

If you couldn't find the information you need, our customer support team can assist with product questions, existing orders, delivery updates, returns, refunds, payment matters and other store-related concerns.

Contact elunaviq™ Support

Email: service@elunaviq.com

Phone: +86 159 1625 5359

Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PST

For order inquiries, including your order number and checkout email address where applicable can help us locate your purchase more efficiently.