When will I receive my EZ?
Our current lead time before shipping is around three weeks.
For most of the year, it takes us around ten days to custom-make your keyboard to order and ship it out to you. Most of that time is spent in manufacturing and quality control — actual shipping is very fast, via courier.
Around Chinese New Year (Late January, in 2020), our production employees in Taiwan get time off for the holiday. This affects our lead time -- orders made around this time can take up to three weeks to ship. We'd rather take longer to ship a keyboard than make our employees work through the holidays. :) After Chinese New Year there's a period where we need to catch up on the lead time.
If you think your keyboard should have shipped but you did not yet get an email with tracking information, you can always write us and ask.
Where do you ship?
Our keyboards ship worldwide. We use UPS, DHL and TNT to get your keyboards to you as quickly and as safely as possible. We ship from Taiwan. We are unable to ship to PO Boxes.
How much does shipping cost?
Shipping for keyboards is free, woohoo! This is courier shipping to anywhere in the world, very fast and fully tracked.
Shipping for accessories is priced per accessory and clearly shown on the checkout page. You can opt for EMS (postal mail) or courier shipping for your accessories.
Who is responsible for customs, duties and taxes?
If you're ordering from the US, there are no import duties (that's due to US regulations).
If you're ordering from the EU, you will be required to pay customs and handling charges. These are typically charged by the local shipping company upon arrival. We are not able to estimate or charge these fees in advance, nor do we have any control over them. These charges are unrelated to the shipping charge.
If you're ordering from Canada, you will be charged HST at the time of purchase, and you'll be charged HST again when you receive your keyboard, since it is shipped from Taiwan by another company. You will also be charged handling charges from the courier, around $11 CAD. We will be refunding the second HST charge, but not the handling charges from the courier. For us to refund the second charge, please send us a copy of the receipt from the courier.
If you're ordering from elsewhere (Brazil, Mexico, India, anywhere else in the world), it is almost certain you will have to pay customs and handling charges.
We understand that taxes can be frustrating, but if you order a keyboard and then change your mind because of the taxes your country charges, it means we have to pay UPS to ship it back to us. Therefore, we will not be able to issue a full refund.
You can try to get an estimate of these taxes by searching for "Duty Calculator" (we don't link to a specific one as each country has its own, usually). The HS code for our keyboards is 8471.60.20, and we ship from Taiwan.
What happens if I don't sign for my keyboard when it arrives?
Each of our keyboards is individually sent by courier from Taiwan. When it arrives, you would have to sign for it (it would not just be left by your door).
In the rare event you decide not to pick up your keyboard or sign for it, the courier would then ship it back to Taiwan, and charge us for the return shipment.
We would then refund you the cost of the keyboard, minus $97 shipping fees (the typical cost of a round-trip by courier).
What cables ship with the ErgoDox EZ?
The ErgoDox EZ comes with USB A to mini USB cable for connecting your keyboard to your computer, as well as a TRRS cable for connecting the two halves together. The USB cable is 210cm long and the TRRS cable is 70cm long.
What cables ship with the Planck EZ?
The Planck EZ comes with USB C-to-C cable which is 80cm long. Included in the box is a USB C-to-A dongle which you can attach to the end of the cable, if your computer does not have a USB type C port.
What keyswitches work with the "change-it-yourself" feature?
Change-it-yourself (CIY) is a standard feature on all keyboards sold from January 2018 onwards (revision 5 and up). You're not limited to using our keyswitches - anyplate-mounted Cherry-compatible keyswitch would work. PCB-mounted switches could work too, but don't always fit as well.
What is your warranty policy?
Our keyboards are covered by an extensive 2-year warranty from the date of original purchase, to the original buyer (the warranty is non-transferable). As long as you don't take the board apart or physically break it, you should be covered. If you feel that something isn't working right, or have any questions regarding ourwarranty, please contact us.
Can I return the keyboard?
If you're not happy with your purchase for any reason, please contact us. We're a small scale company and we care deeply about our product. We will do everything in our power to help you. We have a 30-day return window from the time of delivery. You'll have to ship it back at your own expense to Taiwan via a tracked shipping method. Note that the cost of shipping back may be significant (depending on where you're shipping from).
What are the red washers that came with my ErgoDox EZ for?
The washers you received with your ErgoDox EZ make your tilt/tent kit infinitely adjustable. If you find that none of the available positions on the tilt/tent kit do the trick for you, simply place the washers on the legs for infinite adjustability!
Can I exchange the keyboard if I want different switches?
If you decide you want different switches within 30 days from the time you receive the keyboard, you may exchange your unit for a new board. You would have to pay shipping both ways: Ship the unit back to Taiwan (this may get expensive, depending on your location), and then purchase shipping for the new unit we'll send over. Yes, this does get expensive, unfortunately.
Why is the ErgoDox EZ expensive?
The base ErgoDox design is open-source, so the answer to this question is easy to determine on your own: Build an ErgoDox! Source the parts, assemble the SMT components, solder everything else, get the acrylic etc. Then look at how long it took, how much the parts cost, and how your end result looks next to an ErgoDox EZ.
The base ErgoDox design was never meant to be produced at scale. Still, we liked it and rose to the challenge -- but its inherent complexity is translated to extremely high manufacturing costs, as any hobbyist can find out for themselves.
Additionally, the keyboard is made in an office building in Taiwan by fairly paid employees who enjoy full benefits and holidays -- not contractors in a factory in China. That impacts the cost as well, and we're proud to be able to offer good working conditions.
Can I have the keyboard with no keyswitches? I already have some.
Unfortunately, we do not offer a switchless variant. We gave it a shot for a few weeks, but market demand and manufacturing costs didn't make sense in the end. The main problem is in QA: When we make the unit, we have to actually put all the switches in and test each key to make sure it works. And then for a switchless variant, we have to pull them all out again. So we end up doing more work per unit, but obviously can't justify charging more because we're actually shipping you less stuff.