FAQ’S

Frequently Asked Question

Unionwellkeyswitch Supply is your loyal partner—–offer all of your Keyboard needs.

FAQ about the Product

We suggest you check your keyboard information to confirm compatibility. We cannot list all products on the market that are compatible with the switches we sell. Our switches are MX switches, which are compatible with most keyboards on the market. However, some keyboards use other types of switches, which may not be compatible with our MX switches.

Our switches are compatible with hot-swappable keyboards and can be replaced without soldering. However, you need to ensure your keyboard itself supports hot-swapping; otherwise, they cannot be installed and used directly.

No. Magnetic axes use a unique triggering structure, while mechanical axes have metal contacts. Their structures and PCB designs are different, and they are generally not interchangeable.

Some switches come pre-lubricated at the factory. For a smoother feel or better sound performance, secondary lubrication can be performed as needed.

Different keyboard switches have different structural designs. Click switches have a built-in sound-producing structure, making the sound more pronounced; linear switches have a simpler structure, resulting in a relatively quieter sound.

It is recommended to disconnect the power or unplug the connection before performing the replacement to avoid short circuits or damage to the keyboard PCB and to improve the safety of the replacement process.

It could be due to bent pins, poor contact, or improper installation. We recommend removing and inspecting the switch, then reinstalling it. If necessary, replace the switch for testing.

You can view complete specifications on the product details page, including trigger pressure, key travel, lifespan, and structural descriptions, for easy selection reference.

FAQ about the Order

Can I cancel my order?
If you wish to cancel your order, please contact us before it ships: marketing@unionwellgroup.com. Please include your order number, the reason for cancellation, and your cancellation request in your email.
 
Please note that once the goods leave our warehouse, we cannot cancel your order. If you no longer want the item, you can return it to our warehouse at your own expense, even if it has already been shipped. We can only process your refund after we receive the returned item.
 
Please note that orders may be subject to import duties, customs fees, charges, and/or value-added tax (VAT) levied by the destination country. You are responsible for paying any taxes, customs fees, customs charges, and/or VAT levied by your country’s government, as Unionwell cannot control these charges or predict their exact amount. For more information on customs policies or duties, please contact your local customs authority.
 
For a detailed refund process, please see the Returns & Refunds page.

Our switches are compatible with hot-swappable keyboards and can be replaced without soldering. However, you need to ensure your keyboard itself supports hot-swapping; otherwise, they cannot be installed and used directly.

You can click here to view our return policy.
 
According to our warranty policy, if the issue is not a product quality problem, the customer must submit a request within 7 days of receiving the product/package. If the customer needs to return the product, they will be responsible for the return shipping costs. Since we are currently unable to obtain return labels from our partner courier companies, we need your assistance in inquiring about return shipping costs from the courier company or postal service. Please be sure to provide us with the tracking number after sending the returned product. Once the product arrives at our warehouse, we will only refund the product cost (excluding round-trip shipping costs to the Unionwell warehouse).
 
If you have a quality issue to report, please send an email to marketing@unionwellgroup.com with photos of the product, and we will provide a solution.
After your order ships, you will receive a shipping confirmation email containing the tracking number. Alternatively, you can log in to your account on our website to view the tracking number (if you have previously created an account on our website).
 
If the tracking number hasn’t been updated for a long time:
 
North America is expected to receive your order in 5-7 business days via DHL Express.
 
For most EU countries, please allow 10-20 business days for estimated arrival time. Track your package here with YunTrack before it clears local customs.
 
For orders to Singapore, Malaysia, and Thailand, you can track your shipment here. Estimated delivery time is 10-20 business days.
 
For the Middle East, estimated arrival time is 10-20 business days (via Yuntrack).
 
For Hong Kong, Macau, and Mainland China, estimated delivery time is 3-7 business days via SF Express.
 
For Australia and New Zealand, estimated delivery time is approximately 5-7 business days (via DHL). The estimated delivery time in New Zealand is approximately 10-20 business days (via Yuntrack).
Of course! As long as your order hasn’t shipped yet, please inform us of any address changes via email. We can process it for you.If your order has already shipped, we regret that we can only contact the courier company to intercept the package or return it upon arrival.
 
Please note that you need to include your order number in the email and fill in the new shipping information in the following format. This will save us confirmation time and prevent your order from being shipped incorrectly.
 
Recipient’s Name:
 
Shipping Address (within 70 characters):
 
Shipping City:
 
Shipping Province:
 
Shipping Postal Code:
 
Shipping Country/Region:
 
Shipping Phone Number:

Please check your spam/junk mail folder first. If you still cannot find the email, please contact us at marketing@unionwellgroup.com with your order information and payment details. We will process it as soon as possible. Thank you!

Normally, after we cancel your order, the refund will be processed within 7 business days. You will receive an email notification once the transaction is complete.
 
If you still haven’t received your refund after 7 business days (excluding Saturdays, Sundays, and public holidays), please first check if you have received our refund confirmation email, and then check your bank account again.
 
Then contact your credit card company; the refund may take some time to be credited to your account. Next, contact your bank. Refunds also usually take some processing time to be credited to your account.
 
If you have completed all the above steps and still haven’t received your refund, please contact us: marketing@unionwellgroup.com.

FAQ about the Shipping & Return

How long does it take from order processing to shipment?
Unless otherwise notified, all orders will be shipped within 2-3 business days.
 
If your order has not been shipped or you have not received an email notification within 2-3 business days, it is usually because we are unable to verify the shipping information. Please contact us.
The estimated delivery time will be displayed on the checkout and shopping cart pages. The actual delivery time depends on the delivery service you choose. Please note that the estimated delivery time displayed on the checkout page is provided directly by our logistics partners and does not include our processing time (48-72 hours).
 
The estimated arrival time actually depends on factors such as local delivery speed and customs clearance time, which are uncertain.
 
For other shipping questions, especially for Canada, Brazil, South Korea, and Indonesia, you can read our shipping policy page.
Why hasn’t my tracking information updated for several days?
 
Cloud tracking can sometimes be delayed, and tracking information may not update for several days. This is normal. If your tracking information hasn’t updated for 7 days, please let us know and we will help you check.

First, please try contacting your local courier company to inquire about the package’s status. If you still haven’t received any new information from your local courier company, please contact our customer service team. Our customer service team will reply to your email and provide assistance as soon as possible.

We apologize, but based on our past shipping experience, logistics services in some regions (which may include yours) cannot meet customer expectations. Therefore, we have decided not to ship to these regions. Please see the bottom of the shipping policy page for specific shipping countries.

You can check the shipping cost to your location on the shopping cart page (https://www.gateron.co/cart). The shipping cost will also be calculated in real time at checkout.
 
We cannot provide other estimates because calculating shipping costs takes into account many factors, such as the chosen shipping service, the destination address, and the package weight.

If none of the above questions cover your issue, please contact us and describe the problem you are experiencing. We will do our best to resolve it for you.