Frequently Asked Questions

When will I get my Moonlander?

The Moonlander is a new product for us, and we're being extremely careful when assembling it, to keep quality high. We've had a tremendous launch (thank you!), and so we've divided initial Moonlander shipments into several batches.

Boards go into batches according to their order dates (listed below). We're unable to move boards between batches or "bump" orders up the queue.

• Batch 1 shipped throughout August.
• Batch 2 included all orders made through August 12, 2020 that weren't shipped in Batch 1. This batch shipped throughout September, and into the first week of October.
• Batch 3 included all Moonlander orders made from August 12 through September 20, 5pm US Eastern time. Batch 3 shipped between October 23 and November 6.
• Batch 4 included all Moonlander orders made from September 20 5pm US Eastern time through October 28, 11am Eastern time. We were expecting to ship it from November 9 until December 25, but were able to ship out the entire batch by December 7, beating our initial estimate by over two weeks.
• Batch 5 includes all Moonlander orders made from October 28, 11am Eastern time until December 7, 2020. The total allocation for this batch is 1,500 units. We originally expected to ship this batch from around January 4 until February 5, 2021. However, we were able to start shipping it early, starting December 8.
• Orders made from December 8 onwards are expected to ship out within five weeks. No more batches! Things are rolling.

We're incredibly thankful for your patience and support of our small business throughout this unusual time. If you wish to cancel your order, please email contact@zsa.io and we'll refund you promptly. We hope you don't, though — this is one keyboard worth waiting for.

Where do you ship?

Our keyboards ship to most countries in the world. We use UPS, DHL and TNT to get your keyboards to you quickly and safely. We ship from Taiwan. We cannot ship to P.O. Boxes.

How much does shipping cost?

Shipping for keyboards is free, woohoo! This is courier shipping, fast and fully tracked.

Shipping for accessories is priced per accessory and clearly shown on the checkout.

Who is responsible for customs, duties and taxes?

If you're ordering from the US, there are no import duties (that's thanks to US regulations).

If you're ordering from the EU, the government requires you to pay customs and handling charges. Commonly, the local shipping company will collect these fees upon arrival. We cannot estimate or charge these fees in advance, nor do we control them. These charges are unrelated to the shipping charge.

If you're ordering from Canada, the government requires you to pay sales tax at the time of purchase, and you must pay sales tax again when you receive your keyboard, since we ship your order from Taiwan by another company. The courier will also charge for handling around $11 CAD. We will refund the second sales tax charge, but not the handling charges from the courier. For us to refund the second sales tax charge, please send us a copy of the receipt from the courier.

If you're ordering from elsewhere (Brazil, Mexico, India, anywhere else in the world), it is almost certain you will have to pay customs and handling charges.

We understand that taxes can be frustrating, but if you order a keyboard and then change your mind because of the taxes your country charges, it means we have to pay UPS to ship it back to us. Therefore, we cannot issue a full refund.

You can try to get an estimate of these taxes by searching for "Duty Calculator" (we don't link to a specific one as each country has its own, usually). The HS code for our keyboards is 8471.60.20, and we ship from Taiwan.

What if the courier loses my parcel or it gets stolen?

We ship our boards with a signature requirement. If a signature is required on your parcel and it is lost or stolen, the courier will reimburse us, and thus we will be able to refund you. If, however, you contact the courier and explicitly ask them to waive the signature requirement on your parcel, and it then gets stolen (it happens!) we will not be able to refund you in full, but only 50% of your purchase price. In other words, please do not waive the signature requirement on your parcel -- it is there so we can refund you if it gets lost or stolen.

What cables ship with the Moonlander?

The Moonlander comes with a USB C-to-C cable, which is 210 cm long. Included in the box is a USB C-to-A dongle which you can attach to the end of the cable, if your computer does not have a USB Type-C port. There's also an interconnect cable for plugging the right half into the left one. This is a TRRS (tip-ring-ring-sleeve) cable with a 3.5mm "headphone" plug on either end, and it's 70cm long.

What keycaps come with the Moonlander?

The Moonlander's 1u ("square") keycaps are OEM Row 3 profile, with the "line" keycaps custom-produced for the Moonlander. We also created the 1.5u vertical "piano keys" on the thumb cluster, as well as the 2u red "Launch/Any" keys specifically for this product. The Launch/Any keys ship with a costar stabilizer, which you can remove if you'd like (they're quite stable without it). You can replace them with any Cherry-compatible 2u keycap, and replace the "piano keys" with any Cherry-compatible 1.5u keycap.

All keycaps are precision-injected out of high-quality PBT plastic, made in a doubleshot manufacturing process (i.e, the characters are physically baked into the keys, not printed). They're made for us by Tai-Hao, a Taiwanese manufacturer of high-end custom keycaps.

What happens if I don't accept my keyboard when it arrives?

If you don't take delivery of your keyboard once it arrives, the courier will try to reach you and eventually return it to us at our expense. We would then refund you the cost of the keyboard, minus $97 shipping fees (the typical cost of a round-trip by courier).

What keyswitches work with the "change-it-yourself" feature?

Any plate-mounted Cherry-compatible keyswitch will work. PCB-mounted switches could work too, but don't always fit as well.

What are the physical dimensions of the Moonlander?

The width of each half of the Moonlander is 17cm.

The depth of each half is 25cm, including the Wing (excluding the Wing, that would be 17cm).

The height of the board, including the keycaps, is 3cm.

What is your warranty policy?

We cover our keyboards with our extensive 2-year warranty from original purchase date for the original buyer (the warranty is non-transferable). As long as you don't take the board apart or physically break it, you should be covered.

If you feel that something isn't working right, or have questions regarding our warranty, please contact us.

Can I return the keyboard?

Absolutely! We have a 30-day return window from the time you get the keyboard. Read our full return policy.

Can I have the keyboard with no keyswitches? I already have some.

Unfortunately, we do not offer a switchless variant. When we make the unit, we have to put all the switches in and test each key to make sure it works. And then for a switchless variant, we have to pull them all out again. So we would end up doing more work per unit, but can't justify charging more because we’re shipping you less stuff.

Will the keyboard work on a Chromebook?

Yes, as an input device. You'd be able to use it for typing. However, to use Live Training and to flash new firmware, you would need to use a machine running Windows, macOS, or Linux.

Will the keyboard work on an iPad?

Maybe. Anecdotally, some of our boards (such as the Planck) do work on some iPad models, but not all. The board was not explicitly designed from the ground up to work with an iPad, and it may draw more power than the iPad has to give. We've also seen our boards work with some Android phones and tablets.