Order Changes

Board configurations cannot be changed after an order is placed.

Extras may be added to an order at any time. Please submit a support ticket listing the items that you would like added to your order and we will send you a separate invoice for the additional items. Your original order will be edited so that the items ship together. Depending on the size and weight of the items added, an additional shipping surchange may be added. For small items like plates+PCBs+switches it's unlikely that a shipping adjustment will be needed.

Shipping Address Update

Shipping address may be updated any time.

Order Cancellation

Orders can be cancelled at any time, however a 3% cancellation fee will be assessed and deducted from your refund. (Shopify does not refund us their fees for any cancelled orders).


Reach out to for assistance.


When will my pre-order ship?

If your order includes pre-order items, find the estimated delivery date on your order status page by clicking "View your order" in your Mode Account. Your order will be shipped once each item is in stock.

Why haven’t I received my shipping notification yet?

In-stock orders will ship within 2-5 days of being ordered. Please contact Support if your order has not shipped during this range.

Do you ship internationally?

Yes, we ship internationally using DHL Worldwide Express for most orders. Find the available shipping service and rate for your specific order and address on the checkout page. Duties and taxes for non-US orders are not included in the shipping fee. 

Do you offer an alternative shipping option?

No, the options at checkout are the only ones available. Please note that we offer free UPS Ground shipping on orders over $400 in the U.S. and International orders over $400 receive 50% off of the cost of shipping.

Where do you ship from?

We ship from Massachusetts, United States.

What is your return policy?

All sales are final and non-refundable, but exceptions can be made for manufacturing defects or other extenuating circumstances. Reach out to in such cases.

What do I do if something is missing from my order?

Notify us about missing items within 14 days of receiving your order by contacting Support. Please include a picture of everything you received with your order with your message.

What do I do if something in my order is damaged or defective?

Email Support with a picture of the damaged item within 14 days of receiving your order. 

When will my in-stock order ship?

If your order only contains in-stock items, it will ship within the next 2-5 business days.

Can I change my order?

If you want to add to your order, contact Support. Depending on the size and volume of your updated order, a shipping adjustment may apply.

Can I cancel my order?

Orders can be canceled but are subject to a 3% fee. This fee also applies to removed products. Once shipped, we can no longer cancel your order. 

How can I track my order?

Once your order ships, you'll receive a shipping notification with tracking details via email.

Can I change my address?

Email your address change request to Support with the same email used to place your order. Include the new address in your first email, if possible. Depending on the new address, additional fees may apply. Address changes after an order has shipped are not possible.

Can you build my board for me?

We offer custom Build Service for in-stock keyboards. Eligible orders must include a hotswap PCB, keyboard configuration, switches, keycaps, and stabilizers. Ensure a foam kit is added to your build/cart for foam options. Please allow up to 5 business days for assembly and fulfillment by our team in Massachusetts. We'll reach out for additional details as needed.

How do I clean my deskmat?

To clean your desk mat, start by shaking it to remove loose dirt and dust. For stains, dampen a cloth with warm water and a mild detergent, gently scrub the affected area, rinse, and let it air dry. For a thorough clean, hand wash the entire mat with mild detergent, rinse, and air dry. Avoid machine washing, harsh chemicals, and excessive moisture to preserve your desk mat's quality.

What do I do if my new PCB is detected but not working with VIA?

If VIA isn't recognizing your PCB, unplug the JST cable and check for bent pins on the daughterboard and PCB. Straighten if necessary.

Why isn't my computer detecting my PCB?

If Windows displays the "USB device not recognized" error: 

  • Check the JST connector and daughterboard for bent pins. Straighten if necessary.
  • Try another daughterboard or USB cable 
  • Solder PCBs only: Ensure no solder flux issues and reflow solder on each switch
A single switch is not working
  • Remove and check the switch for bent pins. 
  • Try another switch in case the first one was faulty. 
  • For connection issues, inspect hotswap socket prong openings and adjust with tweezers if needed.
What is laser engraving?

Laser engraving is a precise method of etching designs onto surfaces using a laser beam. You can add a personalized touch to your board with a design or text of your choice. Currently we offer laser engraving on Sonnet bottom cases. 

What guidelines should I follow when submitting an image?

Please submit your engraving design in PNG or Vector format. These formats provide the clarity and sharpness needed for a high-quality engraving. Bold lines 

To help you visualize the engraving placement, we provide a template for the Sonnet's bottom case. Align your design within the specified area on the template for the best results. 

For best results, submit your image in black and white. We cannot engrave greyscale images. Images with clear contrast and bold lines produce the most visually striking engravings.

If you have any questions about your designs, reach out to Support for assistance. 

Can you show examples of how a completed laser engraving looks?

You can view how laser engraving looks on each Sonnet bottom case material here.