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Kono Store FAQ

Please contact support@kono.store with any specific questions or requests.

Product FAQ

Group Buys / Pre-order / In stock

Group Buys (GBs): In group buys, you pre-purchase a unique product so it can be manufactured. Generally these are discounted compared to Pre-order or in stock items. This helps create small-batch and custom items that otherwise wouldn't get made. Delivery is often a few months away, and estimates can be found in the "Note: "at the top of the Group Buy page.

If the Group Buy fails to meet minimum order quantity (MOQ — a figure provided by manufacturers), the item(s) are automatically cancelled and refunded. This makes it a safer purchase for customers to help support niche items. Each item in a Group Buy normally has its own separate MOQ, so it is possible that certain variants or kits end up being individually refunded if they are less popular. You can compare Group Buys to a Kickstarter, but with a guarantee your purchase will be refunded if the product is not produced.

Pre-Orders: When pre-ordering, you are claiming one or more products that are being produced or in transit. This helps include people who missed a Group Buy, or otherwise is a product that is guaranteed being produced. Note that delivery will be listed on our Status Updates page after the Group Buy has completed.

In Stock: Stocked items are ready to ship immediately. In stock items depart quickly unless you mix them with Pre-orders and Group Buys, in which case they will wait for all items in the order to be in stock.

Where do orders ship from?

Orders ship from our warehouse in California. We are located in the USA.

International delivery? Which countries / territories?

Absolutely! We deliver pretty much everywhere.

We unfortunately do not ship to Brazil, Russia, Barbados, or the Caribbean Netherlands.

Why is it taking so long to send my Group Buy or Pre-order item?

Please view the weekly update page to stay informed: https://kono.store/pages/weekly-update

Manufacturing is the first step. Note that manufacturing is a complicated process that can often lead to unforseen delays, especially with products that have never been made previously. Please be patient with Group Buys, as they are bespoke products with many complex steps in order to ensure quality. We are always trying to push for faster manufacturing, but will prioritize producing the items as high quality as possible.

Shipping is the second step. Things begin with packing and labeling. From there the goods travel by ocean (1-2 months) or air (a few weeks) to our warehouse. Once at the warehouse, check-in begins. Every item must be counted and inventoried (this can take 1-2 weeks if many shipments arrive at once, but is generally faster). This stage will also be slower during holiday periods.

Your order may not ship because it contains a Pre-order or Group Buy item, in which case it will ship once all items are in stock. On rare occasions, backend errors require manual order audits and edits. Please contact support@kono.store if you feel your order should have shipped but has not, and we will provide you an update.

What keyboard switches should I purchase?

Switches are mostly personal preference. We can make some recommendations, but your personal use case is important. Our Kono switch line has been designed to be well rounded for many needs.

Sunrise Switches have a light bump are are great all-around switches for typing and gaming.

Sunset Switches are smooth linear switches that provide a good balance of resistance and ease of press.

Midnight Switches are high tactility for those who want a distinct and strong key action.

Learn the basics and form an opinion using this article: https://kono.store/pages/best-cherry-switch

What is a hotswap keyboard?

Hotswap keyboards allow easy switch changes without soldering.

Learn more here: https://kono.store/blogs/keyboards/what-is-keyboard-hotswap

Order / Shipment / Support FAQ

Cancel an order:

Contact support@kono.store. You will incur a 4% cancellation fee (see more info below).

We can usually cancel group buy and pre-order items. Orders for in-stock items usually can't be cancelled. That is doubly true if you place an order for a stocked item over the weekend.

Every refund incurs a fee from payment processors. That's why Kono charges a cancellation fee in most situations. If we didn't, a price increase on all pre-order and group buy items would be necessary. That would penalize people who stick with the group buy / pre-order until delivery instead of people who cancel, which discourages a core part of our business model.

Alternatively, for those wishing to not incur a cancellation fee, we offer store credit as a refund option.

Address changes:

Changing your default account address does not alter existing orders.

Contact support@kono.store to provide your order number and updated shipping address / phone number. For best results please provide in this formatting:

Full Name
12 Anyville RD
Apartment #2
City, State/Region 01234
Country
Phone

One of our representatives will update your order if possible — circumstances may not allow edits, especially for items with shipping labels created. Generally, we cannot edit orders containing ready-to-ship items before their departure.

Stolen/Lost Packages

If your package is Marked as Delivered, but you haven't received your order, we unfortunately cannot replace the missing goods. We can file a claim with the carrier on your behalf, but it is very unlikely to receive a response.

Route shipping insurance provides third-party insurance protection from stolen and lost packages. If you are worried about stolen or lost packages in your area, please consider adding Route insurance during checkout from the cart page.

If you would like to add Route to your order, and it has not shipped yet, please contact support@kono.store and we may be able to add Route shipping insurance to your order. Please note that in-stock items begin processing immediately, and are not editable before shipping.

Route insurance coverage and claims:

If your Route-insured parcel has problems that fall within coverage, it is important to file a claim as soon as possible. Otherwise your claim may be denied outright.

Route Claims | Route Terms

If you run into problems, please contact support@kono.store.

Support hasn't replied in a long time; what's up?

We have a small team and experience high traffic in support. Normal time to reply is 2-6 days. During holidays or high volume periods, it may take us slightly more than a week to reply.

Please avoid follow-ups without new information, as they can cause longer wait times by creating extra message traffic.

You will get an automated email reply confirming you have been added to our ticketing system. If you did not get this reply, your email may have been automatically filtered to spam. Please email again or try with a different address.

Days until delivery for Domestic US shipping?

If your order doesn't include pre-order / GB items, it should be prepared for shipment 1 business day after submission. Shipping takes longer during the holidays and major events like the Covid pandemic. It may take a few business days for your order to depart.

Standard shipping generally takes up to 11 business days after pickup from our warehouse in normal conditions, but will normally be a bit quicker.

International shipments have different timelines, which can range up to 2 months when global shipping is stressed.

Days until delivery for my international shipment to arrive?

If your order doesn't include pre-order / GB items, it should be prepared for shipment 1 business day after submission. This may take longer during the holidays.

Our normal estimate is 1-3 weeks. During significant holidays / global events, delivery may take up to 2 months.

If our warehouse sends your package with USPS, you can usually track it in your national postal system with the same number. This is recommended during final delivery.

Please check for notifications and holds from your country's customs on a regular basis. Kono does not cover any customs charges or taxes. If a shipment is returned to sender by customs, it is the customer's responsibility to arrange a new shipment with us and pay any additional fees required. Ensure that your order was placed with a proper phone number, as many international shipments will be contacted by phone for delivery.

Why is my international shipment slow and how should I track it?

Packages must clear customs. Sometimes that can take weeks on its own, especially during major holidays.

USPS shipments can also be tracked in your national postal system during last-mile delivery. This can be helpful if VAT or processing fees are applied, as local post offices can forget to leave payment due notices. A return to sender is the most common result. Shipping costs are non-refundable if that occurs.

Will I pay taxes or duties for international imports?

Yes. We comply with international law by marking packages at full value. We will not artificially reduce values for customs.

Our shipping quotes do not include VAT or processing fees. You are considered an individual importer for tax purposes.

Can you reduce my order value for customs and tax purposes?

No. We comply with international law by marking packages at full value. We will not artificially reduce values for customs.

Our shipping quotes do not include VAT or processing fees. You are considered an individual importer for tax purposes.

What happens with packages returned to sender?

We cannot refund shipping fees on shipments not accepted or returned to sender.

We can process a refund of the products in the order once the shipment has been confirmed returned and received by our warehouse. Otherwise, we can ship the product again and invoice the reshipment cost to you.

Please use active phone numbers for any international orders, as many countries will attempt to contact the receiver in order to properly deliver international packages.

I have a problem or question that isn't listed here.

Contact support@kono.store.