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. If you are experiencing problems with shipping please contact Canada Post, Chit Chats, or support@omegakeys.ca 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).
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.
What is a Business Day?
A Business Day is a day in which normal business operations are conducted. These are the days that shipping carriers (Canada Post, Chit Chats, USPS) operate on.
Business Days do NOT include weekends or Holidays.
Omega Keys observes provincial and federal holidays. Order Fulfillment, Shipping, and Customer Support are delayed on those days.
How do I track my order?
Once orders are fulfilled and shipped, you will receive an emailed shipping confirmation containing a tracking number. Please use the link via the tracking number to track your order. The order confirmation email received after placing your order does NOT contain the tracking information.
Orders with Canada Post Untracked Lettermail are not trackable. Shipping confirmation emails are sent out at the same time that the order has been shipped.
Using the Shop Pay App to track Flat Rate orders will not work.
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. 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.
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 recommended 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 think my order is lost!
Our carriers handle hundreds of shipments daily and do their best to take care of each and every package. 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 for faster service.
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.
Available for CA & US
Flat Rate Tracked Shipping
What is the Delivery ETA for Flat Rate Tracked Shipping?
2-10 Business Days.
How does Tracking work?
Our Flat Rate Standard Shipping option comes with two tracking numbers. 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.
The Canada Post Tracking Number Delivery Time is being delayed.
Using the Canada Post tracking number for Chit Chats shipments = a bad time.
With Flat Rate Shipping, your order is shipped through Chit Chats. Chit Chats partners with Canada Post to handle last mile delivery of your package.
Handing-off the shipment reduces the cost of shipping. However, it also causes Canada Post to provide inaccurate delivery estimations.
ALL CANADA POST DELIVERY ESTIMATIONS VIA FLAT RATE SHIPPING WILL NOT BE ACCURATE.
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.