Frequently Asked Questions
Where is my order?
If you pre-ordered an item through a group buy or an extras pre-order, you should head on over to the Updates page → to see the current status of that product. In addition, you can join our Discord server → where all product updates are posted, oftentimes on a more regular basis.
If you ordered an in-stock item, you can track your shipment with tracking information provided in the shipment confirmation email sent to you. If you have not received a shipment confirmation within 3-4 business days of your order, contact us and we’ll make things right.
What is a Group Buy (GB)?
A Group Buy (GB) is a pre-order for a product before it’s been manufactured. A GB is usually open for several weeks. After the GB, vendors place the order with the manufacturer. Customers receive their items after production is completed and the product is shipped to and received by the vendor (in our case, Vala Supply). The product is then shipped to the customer.
Vala Supply takes these pre-orders for a defined duration of time, usually 3-4 weeks. At the conclusion of this period, if the amount of orders for the product meets a certain amount (MOQ), the orders are then placed with the manufacturer. If the MOQ is unfortunately not reached, Vala Supply will either choose to fulfill the remaining requirements in order to reach the MOQ, or you will receive a refund.
The waiting process then begins as it is up to the manufacturer to produce the product. This is the longest part of the entire process/group buy experience. Products can potentially take a year or more to be produced and shipped, but oftentimes are shipped within 2-3 months.
Issues with your order?
Need to make changes to your order?
Please read the Refund and Return Policy → to check if your order can be modified or cancelled. Depending on the status of your order, requested changes may or may not be possible.
Is your set missing a keycap or include a damaged one?
Contact us at support@vala.supply and we will contact the manufacturer for a replacement. Unfortunately, this could potentially take quite a while, as depending on the manufacturer, it may take a while for them to make and send replacements.
Can I have a refund on my Group Buy product?
Please check our Refund and Return Policy → for detailed information.
What’s up with the delays?
The group buy process has many steps and along the way there exist some problems that could put a pause on things. Due to this, the estimated delivery dates for group buy products are not exact.
There are a multitude of reasons the product may be delayed. These involve the product manufacturer’s production schedule and delivery capabilities; this is in addition to other issues they may encounter once production begins. Another potential setback that could cause further delays include defects that may be discovered in the product requiring it to be remade as we would sooner delay the product than deliver a substandard one. Finally, as these manufacturers are oftentimes located overseas and we must import the products, the product has the potential to be further delayed by customs.