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- | 30 Tran Huu Duc, Nam Tu Liem District, Hanoi, Vietnam, 10000
- | info@hirosarts.com
- | Open 24/7 (online support)
How can we help?
Find quick answers below before reaching out to our team.
Ordering 2
Can I edit or cancel an order after it has been placed?
Because we aim to provide efficient service and delivery, orders are processed as quickly as possible. Therefore, orders may not be able to be changed once they are placed. If you do need to modify or cancel an order, please contact us as quickly as possible via fanpages, or at info@hirosarts.com.
When will my credit card be charged?
Credit cards are charged at the time of order processing.
Shipping 5
How long will it take to receive my order?
We process orders on business days (Mon-Fri, Eastern Standard Time), excluding US Post Office holidays. Most orders are produced and shipped within 7-10 business days. Custom orders (e.g. Pokémon keycaps, custom wrist rests) take 3-4 weeks. Shipping then takes 8-20 days on average depending on your location.
What shipping options are available?
The shipping option is determined by the destination zone. Orders are shipped via USPS (the US), Auspost (Australia) or Royal Mail (the EU, UK, Canada, and other countries).
How can I track my order?
When your order ships, we email you a tracking code. To track an item, go to the Tracking order page and enter your Order ID and the email used to place the order. Can't find this info? Email info@hirosarts.com.
Do you offer Saturday delivery?
We don't offer Saturday as a specific shipping option, but since we ship via USPS, Saturday delivery can still happen.
My order didn't arrive when it was supposed to. What should I do?
Unforeseen weather or holidays can delay delivery beyond the estimate. If your delivery hasn't arrived when expected, email info@hirosarts.com and we'll gladly assist. See our Shipping Policy for more.
Returns 1
What is Hirosart's returns & exchanges policy?
We do not accept returns or exchanges unless the item you purchased is defective due to the production process. For additional information, email info@hirosarts.com or review our Refund and Return Policy
Pricing 2
Do I need to pay customs or import duties?
Yes - it depends on your local customs policy. You're responsible for any customs, taxes, duties, or tariffs your country assigns. If a parcel is returned or held due to unpaid import duties, Hirosart isn't responsible and may not refund the order.
What payments do you accept?
We accept PayPal and Visa Credit/Debit Card.
Product Information 2
How do I measure my spacebar size?
Measure the length of the spacebar keycap in millimeters and divide by 19 to get the unit size. Example: 114mm ÷ 19 = 6u. Our spacebar sizes range from 5.57u to 7u.
How do I know if your keycaps fit my mechanical keyboard?
Our keycaps are compatible with Cherry MX switches & clones, in SA/OEM profile - the most common types on the market. Some keyboards have different layouts that may not match; email us your keyboard model and we'll check compatibility for you.
Company Information 3
What are the office hours?
We're open for business 24/7 (online support).
Where is your company located?
Our head office is located at 30 Tran Huu Duc, Nam Tu Liem District, Hanoi, Vietnam, 10000.
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