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General FAQ

Q:What payment methods are available?

We support Paypal, credit card, Klarna, Apple Pay, Google Pay.

Q:Can I cancel my order?

We accept order cancellations before the product is shipped or produced. We usually ship within 1-3 days. If your order has been successfully canceled, our customer service will notify you.

What is your warranty policy?

We support a 1-year warranty for all the products on the website. You can check the warranty policy here.

Q:How to track my order?

You can use your tracking number on your order page and place it in the query boxes of logistics websites. You can track your order using the following links:
DHL: https://www.dhl.com/us-en/home/tracking.html
FedEx: https://www.fedex.com/en-us/tracking.html
Others: 17track.net

Q:I can't use my coupon code?

Thanks for supporting MelGeek. Please kindly check the following things before using the code:
*Please check if it is your first use of the code, as it is limited to one use per customer.
*Please double-check if it was filled in correctly at checkout without any other letters/numbers or quotation marks.

Q:Can I use another brand of switches &keycaps?

Yes, all MelGeek keyboards are hot swappable, and you can customize them by yourself and change to another brand of switches & keycaps.

Trouble Shooting

Q:What can MelGeek Hive do?

1. Modify the key-value.
2. Change the RGB-LED colors.
3. Set shortcuts or key combinations to run browsers or applications.
4. Check the keyboard's current status and change settings such as sleep-time, etc.
5. Upgrade the firmware.
6. Change the keyboard layout.
7. Mouse test function.

Q:Where can I download MelGeek Hive?

Please download the latest version of MelGeek Hive from our website: https://www.melgeek.com/pages/download

Q:Can't connect to my Bluetooth?

Firstly, you can check the guide: "How to Connect Bluetooth to Mojo68/84/Pixel."
If it's still unavailable, you can check as follows:
1. Upgrade the firmware of your keyboard to the latest version and try again.
2. Also, you can try to pair the keyboard with your mobile phone or iPad to check if it can be done.
If it works with your phone or iPad, the Bluetooth version of your computer may be low, or you are using an ASUS motherboard, which does not work well with our keyboard. In that case, please get a Bluetooth adapter with Bluetooth 5.0 or higher.
If it turns out that it cannot connect to any device, we will send you a new PCB.

Q:I can't connect my 2.4G Dongle

Thanks for contacting us and for your support. We apologize for any inconvenience this may have caused.
Firstly, you can check the guide: "Steps for Mojo68 / Mojo84 / MojoPad 2.4G Pairing."
Please kindly check the following:
1. Please run MelGeek Hive with the USB Cable connected to the USB device, choosing the MG-Dongle (see the picture below for reference).

2. Reset the keyboard by pressing BT+0 until the indicator flashes red.
3. Click the "Repair" button on MelGeek Hive.

If the issue is still not fixed by the above steps,
Please send a screenshot of the setting page (as shown above) along with your order number.
Alternatively, please #open tickets on our Discord channel with your order number and a video showing the issue.

Q:2.4G dongle cannot be recognized.

Please kindly check the following:
Insert the 2.4G USB dongle into your PC's host interface and run MelGeek Hive. Check if you can find MG-dongle.

If not, try different USB interfaces.
If the issue is still not fixed by the above steps,
Please send a screenshot of the setting page (as shown above) along with your order number.
Alternatively, please #open tickets on our Discord channel with your order number and a video showing the issue.

Q:Need help on using MelGeek Hive?

Q:Warm Tips

1. There are a few cases of Windows 10 reporting errors when installing MelGeek Hive. Please turn off your firewalls and retry installing the app.
2. MacOS may reject the installation process from unauthorized sources. Please allow applications from any source, and run the file as an administrator to complete the installation.

Warranty&Return

Q:Warranty Policy

Products purchased from melgeek.com will have a 1-year warranty period after receiving the order.

If anything goes wrong with any of the keyboard components during the warranty period, we will replace the keyboard's defective parts, not the whole keyboard.
We don't cover the following situations:
1. Damage caused by the owner when attempting to fix or alter the product themselves.
2. Damage caused by misuse, abuse, neglect, alterations, or unauthorized repair.
3. Natural depreciation.

You can always contact us for any questions at service@melgeek.com.

Q:30-Day Return & Exchange

If your order doesn't ship out, we accept order cancellation or exchange for free, and the full amount can be refunded. We usually ship within 1-3 days. If your order has been successfully canceled, our customer service will notify you. If the order is canceled, you’ll be automatically refunded on your original payment method within 10 business days. But note that we cannot cancel the order if the product is already shipped out.

However, if the order ships out, we do not recommend returns and exchanges. If customers insist on returning and refunding, in the case of non-quality problems, and within 30 days, and the returning product is in good condition, we accept the return or exchange. Still, customers need to bear the special handling, shipping costs, and taxes (the same country doesn't have taxes) of returns or exchanges.

Q:How do I return or exchange?

1. Please reach out to MelGeek customer support to initiate a return.
2. Please state the reason for return and provide an invoice or screenshot to confirm the order number.
3. MelGeek support will share the corresponding return address (China warehouse or USA warehouse is available) in the form of an email, and the refund will be processed after our warehouse receives the product and confirms it.
4. For the refund to be processed in a timely manner, please be sure to send a return notification to MelGeek with the following information:
Name of the courier
Tracking number

Q:Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by MelGeek or MelGeek's authorized resellers are covered by an extensive warranty, starting from the date of purchase (Please note that our warranty is 1 year).
If there are quality issues or defective products within the warranty period, we will offer a refund, reissue, or other compensation measures. However, before we can confirm the issues, please provide the following information:
1. Please reach out to MelGeek customer support at service@melgeek.com.
2. State the reason for return and provide an invoice or screenshot to confirm the order number.
3. Provide a description of the problem.
4. If possible, include a clear photo or video.

Q:Missing Item(s), Wrong Item(s), or Incorrect Package Sent

During delivery, please make sure the package is in good condition (showing no signs of being opened) and confirm the contents before signing for the package.
For any issues, please contact us and follow our warranty process:
1. Provide your order number.
2. Please send us a clear picture of the outer packaging with all shipping labels visible and, if applicable, the item received.

Possible solutions for the problem are confirmed by MelGeek:
*If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
*If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). MelGeek will decide whether you need to return the wrong product or not.

Q:When Will I Get My Refund?

Please remember it can take some time for your bank or credit card company to process and post the refund as well. You’ll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since we approved your return or quality issue, please contact us at service@melgeek.com.

Shipping

Q:What is the shipping policy?

You can find our shipping policy here

Q:Do you deliver outside the European Union and the United States?

Yes, you can find more countries listed in the shipping policy here.

Q:No shipping available on the website (melgeek.com)

Thanks for contacting us, and sorry for the inconvenience.
Please check the following:
*Advise your shipping address, please. We will check the shipping cost for you.
*You can contact us by email at store1@melgeek.com and provide your address in detail, including the zip code.