Frequently Asked Questions

General

Shipping Info

All of our shipments are sent out through Canada Post and Chit Chats. Products that have been shipped are the responsibility of the shipping company. However, if you are experiencing problems with shipping please contact us and we will do what we can on a case to case basis.

When will my order be shipped?

To maintain a reliable service, orders are shipped within 1-3 business days. This handling time applies to all orders (Whether local pickup or shipped). Orders may be fulfilled sooner.

Switches being lubed are shipped the day after completion. Please refer to the "additional wait time" section on the service page for lead time estimates.

Local Pickup?

Yes!  For customers in BC we offer free local pickup in Port Moody at the Port Moody Recreation Complex Parking Lot. Simply choose "Local Pickup (See FAQ 1st)" during checkout.
Address: 300 Ioco Rd, Port Moody, BC V3H 2V7
Taking the skytrain? Let us know and we can meet at Moody Centre Station instead.
We will contact with you within 1 - 3 days once your order is ready for pickup to arrange a time to meet.

More information can be found on our local pickup page found here.

How do I track my order?

Once orders are fulfilled and shipped, you will receive another email notification containing tracking info. The order confirmation email received after placing your order does NOT contain the tracking information.

Can I add something to my order after it is already placed?

We can do this as long as your order has not been shipped yet. Just send us an email or shoot us a message on discord with your order number and what products you'd like to add. We'll confirm with you once the changes are made and you will receive a separate email to complete your purchase.

I think my order is lost!

Our carriers handle hundreds of shipments daily and do their best to take care of each and every package they handle. The reality is that sometimes packages get lost in transit.

If you have not received your order within the estimated shipping time frames - and have purchased insurance for your order - please reach out to us or Route Customer service, and we will do what we can to help.

Customs Duties & taxes

Omega Keys is not responsible for customs or taxes applied to your order. All fees imposed by the customs agency during or after shipping are the responsibility of the customer (this includes tariffs, taxes, duties, etc).

Insurance

Route Package Protection Insurance is offered and recommend on all orders. Please make use of this service. There is nothing we can do if your package is lost, stolen, or damaged without Route Package Protection. However, we will always do whatever we can to assist you.

I sent you an email and haven't heard back!

We do our best to respond to all emails/support inquiries within 1-2 business days. If you have not received a response in your inbox (or your spam folder!) within this time frame, please reach out to us again and we will help you.

Flat Rate Standard Shipping

What is the Delivery ETA for Flat Rate Standard Shipping?

The Delivery ETA is 2-12 Business Days.

How does Tracking work?

Our Flat Rate Standard Shipping option comes with two tracking numbers for our customers outside of BC. The (1) Chit Chats Tracking number and the (2) Canada Post Tracking number.

The Chit Chats tracking number - received in the shipping confirmation email - will track the entire journey of your package. The Canada Post tracking number will only begin tracking your package once it enters its destination province. *
*Please be aware: the Delivery ETA on the Canada Post tracking number is inaccurate. Please do not refer to the Canada Post tracking number for Delivery Date ETA.

My Tracking Number has been at "Electronic Information Submitted by Shipper" for a few days. What does this mean?

With Flat Rate Standard Shipping, your package goes through 2 shipping companies; Chit Chats and Canada Post.

To speed up the process, Chit Chats pre prints their Canada Post shipping labels before leaving the regional distribution center in BC which prompts the "Electronic Information Submitted by Shipper" Notification. This means that Chit Chats currently has your order in transit to the destination province.
Once in the Destination province, Chit Chats will hand-off your order to Canada Post to complete the last mile of delivery. At this point your Canada Post tracking number will update (along with the Chit Chats Tracking Number).

Because of the timing of the Canada Post shipping label being printed, the delivery ETA displayed on the Canada Post tracking number is inaccurate. Please do not plan around the delivery ETA displayed.

Group Buys

How does it work?

Group Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production. The timeline of the group buys of when the order was place to when it's shipped out can range from a couple weeks to several months. Please see the specific Group Buy product page to see an estimated timeline for production and shipment.

Can I get a refund?

With the nature of Group Buys, we cannot allow refunds after the submission of the order to the manufacturer. Refunds may be made available on a case-by-case basis at our discretion.

What happens if MOQ is not reached?

When a group buy does not reach its MOQ, we will be refunding the full amount to all participants.

Services

Where do I ship my things for servicing?

All supplies being shipped to us for service goes directly to our PO box in Coquitlam. Please address your package as followed:

Omega Keys
PO Box 64783 Rpo Sunwood Square 
Coquitlam BC V3B 0H1

What parts of the switch do you lube?

Bottom Housing: Rails, Center Post Linear
Stem: All sides
Tactile Stem: Tactile Legs untouched, all other sides lubricated
Spring: Entire spring with Krytox 105

What if I want different parts of the switch lubed/unlubed?

We can do that! Just leave a note in the comment section stating what you want us to lube/not lube and we'll handle the rest. We will contact you if any more information is ever needed.

If I provide my own lube, how much should I supply?

For the Bring Your Own Lube (BYOL) option, we ask that at least 1mL of lube is provided for every 100 switches shipped to avoid any shortages.
Don't worry about sending too much. All leftover lube will be shipped back to you.

Ex. 50 switches = 1mL, 100 switches = 1mL, 150 switches = 2mL, 200 switches = 2mL.

Can I send my switches directly from other vendors to you for lube servicing?

Yes! This is no problem at all. If you are doing this, all you need to do is set your Shipping Address as our PO Box.
The Shipping Address should be filled as so: Omega Keys PO Box 64783 Rpo Sunwood Square Coquitlam BC V3B 0H1