01
Start the request
Within 30 days of delivery, email support@epomaker.com with your order number, or open a request from your account. Tell us what's wrong — a photo or short clip speeds things up.
30 days from delivery.
Support Center
How can we help?
Support CenterWe answer within one business day.
Track an order, read a policy, fix a common issue, or talk to a real human. Everything you need is on this page.
Jump to
What do youneed?
The six things people come here for. Tap one to jump straight to it.
Reach a real human.
Pick the channel that suits you — we answer within a business day.
Built right. Backed for a year.
Every EPOMAKER keyboard, IEM, headset, and mouse ships with a one-year manufacturer warranty against defects. Same terms worldwide.
1
Year WarrantyFrom date of delivery · global · transferable*
What's covered.
Manufacturing defects — anything that fails in a way the product wasn't designed to. We repair, replace, or refund at our discretion, and we cover return shipping for confirmed defects within the first 30 days.
Covered
- Switch / keyswitch failure
- RGB LED malfunction
- Battery defects under normal use
- USB-C port failure
- Bluetooth / 2.4G module faults
- Factory stabilizer wire breakage
Not covered
- Liquid damage and spills
- Physical damage from drops
- Unauthorized modifications
- Cosmetic wear (keycap shine)
- Lost or stolen items
- Third-party switch swaps gone wrong
*Transferable if the original order number is included in the claim. We honor warranty on gifts and resales — proof of original purchase required.
Returns & refunds
Thirty days to return unused items, free returns on confirmed defects, and a refund path that doesn't make you chase us. Four steps, start to finish.
Changed your mind? No drama.
02
Get your label
We review within one business day and send a return authorization and prepaid label for defects. For change-of-mind returns, return shipping is on you and the item must be unused in its original packaging.
Reviewed in one business day.
03
Send it back
Pack it safely, attach the label, and drop it off. Add the tracking number to your reply so we can watch for it on our end.
Keep your tracking number.
04
Get refunded
Once it arrives and passes inspection, your refund goes back to the original payment method within 3–5 business days. Bank posting times vary after that.
Refunded in 3–5 business days.
Ships from Shenzhen. Lands almost everywhere.
Standard shipping is free to most regions — KiiBOOM keyboards and orders over 2kg excluded. Express via DHL Express or FedEx is $10–40 USD (excl. tax) depending on country. Times are estimates after processing, not guarantees.
Region
Standard
Express
Free over
United States
7–14 business days
3–7 business days
Orders ≤1.99kg
Canada
7–14 business days
3–7 business days
Orders ≤1.99kg
United Kingdom
7–14 business days
3–7 business days
Orders ≤1.99kg
EU (DE · FR · IT · ES · NL)
7–14 business days
3–7 business days
Orders ≤1.99kg
Australia / New Zealand
7–14 business days
3–7 business days
Orders ≤1.99kg
Japan / Korea / Singapore
7–14 business days
3–7 business days
Orders ≤1.99kg
Rest of world
Express only
3–7 business days
Calculated at checkout
Order processing
Most orders ship within 24 hours. Custom builds and pre-orders take 5–14 days — always flagged on the product page before you buy.
Customs & duties
Standard shipping is sent DDU (you may pay duties on arrival); express is DDP where available. EU orders over €150 may incur VAT collected by the carrier.
Lost or stuck packages
If tracking hasn't moved 7 days past the delivery window, email us. After 14 days confirmed lost in transit, we ship a free replacement.
Order tracking
Where's my order?
Enter your tracking number and we'll take you straight to live carrier status. You'll find it in your shipping confirmation email.
- Just ordered? Tracking goes live 24–48 hours after your shipping confirmation email — give it a moment to register with the carrier.
- No order number? Check your spam folder for the confirmation email, or reply to it and we'll look it up for you.
- Stuck in transit? If tracking hasn't updated in 7+ days, email support@epomaker.com and we'll chase the carrier.
Try this first.
Most issues clear up in under five minutes. If none of these do it, email us with your order number and we'll take it from there.
- Keyboard won't connectRe-pair Bluetooth, swap the 2.4G dongle port, or try a different USB-C cable. Hold Fn+1/2/3 to switch profiles.
- Keys not registeringReseat hot-swap switches, check for debris, and re-flash firmware from the Help Hub. Factory-reset with Fn+Esc held 5s.
- RGB or lighting issuesCycle modes with Fn+\, restore defaults, or update firmware. Per-key lighting is set in the configurator.
- Won't charge / hold chargeUse a 5V data-capable USB-C cable, charge 2+ hours, and update firmware. Battery health degrades faster left fully drained.
- Software won't detect itClose other configurators (VIA/SignalRGB can conflict), plug in wired, and run the EPOMAKER driver as administrator.
- Remap & macrosRemapping, layers, and macros live in VIA and our web configurator. Full guides on the Help Hub.
Firmware, drivers & configurators.
Everything technical lives at hub.epomaker.com — kept current for every series we ship.
Policies, in plain words.
The guarantees behind every EPOMAKER order. Tap a policy for the full text.
- Return policy30-day returns on unused items in original packaging.
- Warranty terms1-year limited warranty against manufacturing defects.
- Price matchWe match qualifying lower prices on identical in-stock items.
- Shipping policyEstimates after processing; duties may apply per region.
- Privacy policyHow we handle your order and account data.
- Terms of serviceThe fine print on buying from us.
Answers, up front.
The things customers ask us most — straight answers, no runaround.
You have 30 days from delivery to return unused items in their original packaging. Start a return from your account or email support@epomaker.com. Confirmed defects ship back free; change-of-mind returns are at your cost.
Every EPOMAKER product includes a 1-year limited warranty covering manufacturing defects — switch, LED, battery, port, and wireless-module faults. It does not cover spills, drops, mods, or cosmetic wear. See the warranty section above for the full list.
Head to Track My Order and enter your order number and email, paste a tracking number for instant status, or sign in to see every order with live tracking. A tracking link is also emailed automatically once your order ships — usually 24–48 hours after dispatch.
Most orders dispatch within 24 hours. After that, Standard delivery typically takes 7–14 business days and Express 3–7 business days, depending on your region. Full estimates are in the shipping table above.
We offer two methods — Standard and Express. Standard shipping is free to most countries/areas; Express via DHL Express or FedEx is $10–40 USD (excluding tax) depending on your country.
KiiBOOM keyboards and orders with packages over 2kg are not eligible for free shipping. Shipping fees exclude import taxes or processing fees, which are set by your local customs authority — not by EPOMAKER. For some remote areas there may be an additional Express charge; we'll contact you before any extra payment is needed.
Standard shipping is sent DDU, so duties may be collected by the carrier on arrival; express is DDP where available. EU orders over €150 may incur VAT. Any charges are set by your local customs authority, not by us.
Try a different USB-C data cable, re-pair Bluetooth, or move the 2.4G dongle to another port. Switch wireless profiles with Fn+1/2/3, and factory-reset by holding Fn+Esc for five seconds. More fixes are in common fixes.
Everything technical lives at hub.epomaker.com — firmware per model, Windows/macOS drivers, the web configurator, and setup guides.
Yes. Most boards support VIA and our web configurator for remapping, layers, and macros. Open the configurator on the Help Hub and load your model.
Our Price Match Guarantee matches qualifying lower prices on identical in-stock products. Email support@epomaker.com with the listing and we'll review it.
Email support@epomaker.com or join our Discord. We answer within one business day — include your order number so we can help faster.
Still stuck?
Talk to a human.
Email us or hop into Discord — real people, fast replies, and a tracking number we'll chase for you.