Support

For all support requests or enquiries, send an email to keyboard.treehouse@gmail.com and we will get back to you as soon as we can.

Be sure to include your order number if it relates to an existing order.


Order Support

Change of Address

If you made a mistake on the address or wish to change it, please contact us ASAP so we can catch it before dispatch.

For urgent address changes/corrections, you can contact us on discord in addition to sending an email. 

  • Eric: aeryxz
  • Ken: laser.ninja


Lost in Transit

If an order has not had a tracking update in 2 weeks (domestic) or 3 weeks (international), we may consider the package lost.

Our next step will be to investigate the order and find out any information we can. We will compare it to other orders to see if a delay is normal for your country, as some may take over a month due to customs. 

If we determine a package to be lost, we will offer redelivery of the order or a full refund.


Lost after Delivery

We are unable to provide compensation if an order is missing after it is marked delivered to the address provided.

Please allow 1-2 days after tracking shows as delivered as some delivery contractors mark packages as delivered before they are physically delivered.


Received the Wrong Item

We will organise a return shipping label for the wrong item and send out the correct item.

Alternatively, we can discuss an alternative such as a partial refund if you would like to keep the item.


Product is Damaged on Arrival

Send us clear photos and a description of the damage. If you suspect this was caused during transit, please include photos or video of the shipping box and packaging.

For metal keyboard cases, there may be internal marks left behind by the production process and are not considered damage - this will be judged on a case by case basis.


Missing Items or Parts

If your order is missing any items or parts, we will sort you out. Send us a description of what you are missing. 

For those outside of Australia, we may find a source closer to you due to high international shipping costs, or find a solution that is agreeable.


Product Support

Keyboard Build Guide

We are in the process of writing our own build guides. In the meantime, you can find general keyboard building resources online or those specific to our products.

A great resource to check out is Lightning Keyboards - they’re one of the best content creators in the keyboard space with deep knowledge of the hobby, going back to the early days.

They regularly stream keyboard builds, which you can check out on youtube to see the process or visit their website to see the finished result.

https://www.lightningkeyboards.com/

https://www.youtube.com/@LightningXI/search?query=aeboards

 

EC Build Guide

Lightning Keyboards has a fantastic build guide for the Satellite EC and Constellation EC - it's the same build process in both cases.

https://www.lightningkeyboards.com/satellite-ec-build-guide


Keyboard Building Service

Sorry, we do not offer keyboard building, modding or soldering services.

You should be able to find someone to help by asking in local keyboard groups or discord servers.