FAQ

General FAQ

Q:What payment methods are available?
A:We support Paypal, credit card, Klarna, Apple Pay, Google Pay.
Q:Can I cancel my order?
A:We accept order cancellation 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.
Q:I can't use my coupon code?
A:Thanks for contacting and support. Please kindly check the following things before using the code:
  1. Please check if it is your first use of the code, which is limited to one use per customer.
  2. 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?
A:Yes, all MelGeek keyboards are hotswappable, and you can custom it by yourself, and change to other brand of switches &keycaps.
Q:I can't use my code?
A:Thanks for contacting and support. Please kindly check the following things before using the code:
  1. Please check if it is your first use of the code, which is limited to one use per customer.
  2. Please double check if it was filled in correctly at checkout without any other letters/numbers or quotation marks.
Q:What is your warranty policy?
A:We support 1 year for all the products on the website. You can check the warranty policy here.
Q:How to track my order?
A:You can use your tracking number on your order page, and place it in the query boxes of logistics website.
You can track your order by:
DHL: https://www.dhl.com/us-en/home/tracking.html
Fedex: https://www.fedex.com/en-us/tracking.html
Others: 17track.net

About Shipping

Q:Do you deliver outside the European -Union and United States?
A:Yes, you can find more countries listed in shipping policy here.
Q:What is the shipping policy?
A:You can find our shipping policy here.
Q:No shipping available on website (melgeek.com)
A:Thanks for contacting and sorry for the inconvenience.
Please check the following:
1.Advise your shipping address please. We will check the shipping cost first for you first.
2.You can contact us by email: store1@melgeek.com and provide your address in detail, including zip code.

Troubleshooting

Q: Can't connect my bluetooth
A: Firstly, you can check the guide: how to connect bluetooth to MOJO68/84/Pixel
If still unavailable, you can check as follows:
Upgrade the firmware of your keyboard to the latest version and try again.
Also, you can try to pair the keyboard with your mobile phone or iPad, check if it can be done.
If yes, the Bluetooth version of your computer may be low, or you are using ASUS motherboard, which does not work well with our keyboard, please get a Bluetooth adapter at Bluetooth 5.0 or higher.
If it turns out that it can not connect to any device, we will send you a new PCB.
Q:I can't connect my 2.4G Dongle
A: Thanks for your contacting and support and sorry for that if there is any inconvenience that may have caused.Firstly, you can check the guide: Steps for MOJO68 /MOJO84/MOJOPad 2.4G Pairing
Please kindly help check the following:
  1. Please open KBtools with USB Cable connected USB device choosing the MG-Dongle( below picture for reference )
dongle setting
  1. Reset the keyboard by pressing BT+0 until the indicator flashes red.
  2. Click the ""Enable Pairing"" button on KBTools.
  3. If the issue is still not fixed by the above steps,
  • Please send the screenshot of the setting page (as reference above) and with your order number.
  • Or please kindly #open tickets on our discord channel with your order number and issue video. 
Q:2.4G dongle cannot be recognized
A:Thanks for your contacting and support and sorry for that if there is any inconvenience that may have caused.
Please kindly check the following:
  1. Insert the 2.4G USB dongle into your PC's host interface and run KBTools, check if you can change the USB device to MG-Dongle.dongle setting
  2. If not, try different USB interfaces.
  3. If the issue is still not fixed by the above steps,
  • Please send the screenshot of the setting page (as reference above) and with your order number.
  • Or please kindly #open tickets on our discord channel with your order number and issue video.

What KBTools can do?

  1. Modify the key-value
  2. Change the RGB-LED colors
  3. Set shortcut or key combinations to run browsers or applications
  4. Check keyboard's current status, change the settings of sleep-time etc
  5. Upgrade the firmwares
  6. Change the keyboard layout

Where can I download KBTools?

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

Warm Tips

  1. There are a few cases of Windows 10 report error when installing KBTools. Please turn off your firewalls and retry installing the app.
  2. MacOS may reject the installation process from unauthorized sources. Please allow any sources of applications to finish installing.
How to use KBTools? 
Here are more details from this article: How to use KBTools?