Shipping Policy

Last updated: 30 June 2026

Every Jelly Key product is handcrafted to order in Vietnam. Because our keycaps are made by hand in limited runs, please read this Shipping Policy carefully before you place an order or join a group buy, so you know exactly what to expect.

1. Processing & Production Time

Processing time is the time we need to prepare, hand-finish, and quality-check your order before it leaves our studio. It is separate from the shipping (transit) time in Section 2.

  • In-stock items — dispatched within about 7 days of your order being placed and paid.
  • Group buys & pre-orders — these are produced after the order window closes. Production typically takes 50–90 days, depending on the specific group buy, design complexity, and run size. The estimated timeline for each group buy is shown on its product page.

Because our products are handmade in small batches, production may occasionally take longer than estimated. We always work to deliver as soon as possible and will keep you informed of any significant delays. Estimated dates are good-faith estimates, not guarantees.

2. Shipping & Delivery Time

All orders ship from Vietnam. Once your order has been dispatched, estimated delivery (transit) times are:

  • Asia — 3–6 business days
  • United States & Europe — 7–15 business days
  • Other regions — delivery times vary by destination and are generally in a similar range; please allow extra time for more remote locations.

These are estimates for transit only and begin from the dispatch date, not the order date. Total time to receive your order = processing/production time (Section 1) + shipping time (Section 2).

3. Tracking

When your order is dispatched, we send a shipping confirmation with a tracking number. You can also find your tracking details in your account under My Account → Orders. Please allow a day or two after dispatch for tracking to begin updating.

4. Shipping Costs

Shipping is calculated automatically at checkout based on the weight and destination of your order. The exact cost is shown before you complete payment. Any promotional or free-shipping conditions, where available, are applied automatically at checkout.

5. Customs, Duties & Import Taxes

Your order may be subject to import duties, taxes, or customs fees charged by the destination country. These charges are not included in our prices or shipping fees and are the responsibility of the recipient. Customs policies vary widely between countries — please check with your local customs office if you are unsure. Customs clearance can also add time to delivery that is outside our control.

6. Delays Outside Our Control

Once an order leaves our studio, delivery is handled by postal and courier services. Delays caused by carriers, customs inspections, weather, holidays, peak seasons, or other events outside our control are not something we can guarantee against. We appreciate your patience and will help you follow up with the carrier whenever we can.

7. Shipping Address

Please make sure your shipping address is complete and correct at checkout. We are not responsible for orders delayed, lost, or returned because of an incorrect or incomplete address. If you notice a mistake, contact us as soon as possible at support@jellykey.com — we will try to update it, but we cannot change an address once an order has shipped.

8. Lost or Damaged Packages

We pack every order carefully so it arrives safely. If your package arrives damaged, or if tracking shows a problem in delivery, please contact us at support@jellykey.com with your order number and photos (for damage) within 7 days of delivery or the last tracking update, and we will do our best to help resolve it with the carrier.

9. Cancellations & Refunds

Our products are handcrafted and made to order, and group buys are produced in committed quantities based on the orders received. For this reason:

  • Orders and group-buy entries cannot be refunded once a purchase has been made or once you have joined a group buy.
  • By placing an order or joining a group buy, you accept the production and shipping timelines described in this policy, including the possibility that handmade production may take longer than estimated.

If you have a problem with your order, please still reach out to us — we are a small studio and care about every customer, and we will always try to find a fair solution.

10. Contact Us

Questions about your shipment or this policy? We are happy to help:

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