Shipping & Handling

Which countries do you ship to?

• We are generally able to ship to most countries via Express Shipping, and many countries via Standard Shipping. Shipping methods may alter due to different situations. After proceeding to Checkout, the available shipping method(s) and cost will be stated before the payment page.
• Note: For countries and areas of Alaska, Argentina, Canada, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few, we can only do Express Shipping. This may be subjected to changes due to unpredictable events such as pandemic, war, and etc.

How much does shipping cost?

• We have three shipping options - Economy Shipping, Standard Shipping and Express Shipping.
• Economy Shipping and Standard Shipping is free for most countries/areas. Including the United States, the United Kingdom, most countries in the European Union, Japan, South Korea, Southeast Asian countries, Macau, Hong Kong, Taiwan. (*Free shipping only applies to orders over $15)
• Express Shipping via DHL Express or FedEx is 10-40USD (excluding tax) depending on your country. If your order is over 500USD, DHL Express Shipping is free*.Shipping fees exclude import taxes or processing fees that may be applicable for your country. MAMBASNAKE is not responsible for such fees. Should you refuse to pay the tax/customs fees, shipping fees will still be deducted from the amount paid for the two-way freight charges. The cost of the freight charges may be more than the amount reflected on your order due to tax and other miscellaneous fees.
• Some parcels claimed to be “returned to the seller” may be destroyed by the post office or customs officers when buyers refuse to accept their parcels or fail to pay for their taxes. No refund will be processed for such cases.
• Standard Shipping via YunExpress is a tax-inclusive option for some countries. However, MAMBASNAKE will not be responsible for additional administrative or handling fees charged by your local courier company or customs. Please kindly check this with your local customs.
• For certain remote areas, there may be additional charges via Express Shipping. We will contact you if there is a need to make additional payments. Should you have any other queries regarding shipments, please contact us before placing an order.

How long is the shipping Time?

Warehouse	Continent/Region	Country	Standard(Working day)	DHL(Working day)
US	North America	United States	3-4days	/
CN			7-15days	3-7days
CN		Canada	10-15days	3-7days
CN		Mexico	10-20days	/
CN	Oceania	Australia, New Zealand	7-15days	3-7days
UK	Europe	United Kingdom	2-4days	/
CN			6-8days	3-7days
EU		Germany, France, Italy, Spain,Netherlands	3-5days	/
CN		Germany, France	6-8days	3-7days
CN		Italy, Finland, Lithuania, Portugal, Russia, Iceland,Finland, Malta, Cyprus, Estonia, Latvia	10-14days	4-8days
CN		Spain, Austria, Hungary, Slovakia,Slovenia, Croatia, Romania, Bulgaria, Poland, Switzerland, Sweden, Denmark, Netherlands, Luxembourg, Belgium, Czech Republic, Greece, Ireland	8-10days	3-7days
CN	South America	Colombia, Chile, Brazil	15-25days	3-7days
CN	Asia	Saudi Arabia, UAE, Qatar, Kuwait, Bahrain, Oman	8-12days	/
CN		Japan, South Korea	4-7days	2-4days
CN		Southeast Asia (Vietnam, Philippines, Thailand, Singapore, Indonesia, Malaysia, etc)	4-7days	3-7days
CN		More Countries	Updating	Updating
Note: 1) The above delivery times are based on normal conditions. The actual delivery time is subject to the tracking update of the current order. 2) If your country is geographically close to the above countries, you can refer to the delivery time of this country. 3) To know the specific delivery time in your country, please contact us.
Brazil: 1) The recipient pay import duties before the package enter Brazil. 2) The recipient's name must be exactly the same as on the individual's tax ID number. If you are unsure, you can check the name of your personal tax number from this website : https://servicos.receita.fazenda.gov.br/Servicos/CPF/ConsultaSituacao/ConsultaPublica.asp 3) Tax number format: ① 11 digits (example 12345678901) ② 3 digits.3 digits.3 digits-2 digits (example 123.345.456-12) ③ 3 digits.3 digits.3 digits/2 digits (example 123.345.456/12);
Chile: A personal tax number is required when the package arrives for customs clearance in Chile. Please leave it in the order notes. Thank you for your support and understanding.

How long does it take to receive the order after it is placed?

• For in-stock products, your order is expected to be shipped within 3 working days. Customized items takes a longer time (do check in with our staff for more information). On normal non-sale days, once your parcel is shipped:
  • For Standard Shipping, it takes about 2-3 weeks for items to be delivered after it is shipped. For some countries, it might take up to 2-3 months, depending on your country and its custom procedure. The duration for transit is beyond our control. MAMBASNAKE does not arrange refunds for such cases. Please consider an upgrade to DHL Express or keep the waiting time in mind.
  • For Express Shipping, it takes about 3-7 days for items to be delivered after it is shipped.
• Note:
• Shipping methods and period might be affected and changed due to festive seasons, pandemic circumstances or other unforeseen circumstances.
• Customers are to bear the consequences and fees incurred, if the parcel is undelivered due to any of the following situation:
  • Wrong/insufficient address or phone number provided by recipient
  • Recipient is unreachable when the courier company tries to contact
  • Refusal to sign for the package by recipient
  • Lost or damaged parcel because recipient opted for “no-signature delivery”
  • Refusal to pay for the local tax/processing fee by recipient
  • Refusal to provide supporting documents for custom clearance by recipient
  • Parcel is stolen/missing due to recipient's negligence and/or being unreachable while delivery

Who does pay for the import tax/custom fees?

• Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.
• If the custom fees and the delivery of the parcel are rejected by the recipient, the shipping cost still needs to be paid. MAMBASNAKE only arranges the refund of the order amount after deducting the shipping cost incurred.

How do I get help for my order?

• In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
• For faulty/missing items, please send an email to support@mambasnake.com for after-sale services. The following details are required.
  • Send an email to support@mambasnake.com with an appropriate Subject Title
  • Provide your order number and state the issue clearly
  • Attach photos and videos to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.
• If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, MAMBASNAKE reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first. Our team aims to review your email within 3 working days.

How do I cancel order?

• Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order.
• You may cancel your order within 24 hours of placing it, provided your order has not yet been processed or shipped.
• Our team will process orders within 2 business days after your purchase. However, please note that during weekends and promotional periods, processing times may be delayed by up to 3-5 business days due to high order volumes. Once your order is in processing or has been shipped, cancellations will no longer be accepted.
• As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests.
• Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@mambasnake.com) or website chat. We will help you with the changes if that could be done.
• For other queries, the fastest way to contact us is via our website.

Do I get tracking details for my order?

• After placing an order, you will receive the order confirmation email. After your order is shipped, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.

What shipping companies do you use?

• We collaborate with 4PX, UBI, SF Express, Yun Express, BTY, FedEx and DHL Express.

Warranty, Refund & Support Policy

15-Day No Reason Return Policy

• We offer a 15-day no reason return policy to ensure your confidence in our products. If you are not satisfied with your purchase within 15 days of receiving the item, you may return it for a full refund.
• Return Conditions
  • Items must be returned within 15 days of purchase. (Confirmed by shipping tracking record).
  • Items must be in undamaged condition and in their original packaging with all accessories intact.
  • Some items may not be eligible for the 7-day no reason return policy. Please check the product page or contact customer service for more information.
• Return Process
  • Contact our customer service team at support@mambasnake.com and provide your order number before initiating a return.
  • Our customer service team will guide you through the return process and provide you with the return address.
  • Customers are responsible for the shipping costs of returning the item, as well as any applicable customs duties. Please note that not all products may incur customs duties.
  • Once we receive and inspect the returned item, we will process your refund within 7-14 business days.

30-Day Free Replacement or Refund for Any Concerns

• Here at MAMBASNAKE, your satisfaction reigns supreme, and we want you to feel completely assured with your purchase. That's why we extend a 30-day free replacement or refund policy for any hiccups that may arise. Whether it's a glitch in manufacturing, a performance snag, or simply not living up to your expectations, we're dedicated to setting it right. If you encounter any issues within the initial 30 days of your purchase, just drop a line to our devoted customer service team at support@mambasnake.com, including your order number and a video demonstrating the problem. We'll swiftly arrange a complimentary replacement or issue a full refund. Your peace of mind is of utmost importance to us, and we're steadfast in ensuring your complete satisfaction with every At MAMBASNAKE acquisition.

1-Year Warranty Policy

• MAMBASNAKE offers a 1-year warranty for keyboards, mouse, switch and accessories. Keycap pullers, switch pullers, free spare keycaps, cables and other accessories included in the package are not covered by the warranty. To claim for a warranty or confirm whether your product is eligible for return/warranty, please kindly contact us via support@mambasnake.com. The warranty does not extend to any product whose serial number has been defaced or altered, just as the warranty will cease if you make modifications in the software not authorized by MAMBASNAKE.
• Defective Products
• MAMBASNAKE warranty covers any factory defects that might affect the proper functionality of your purchase.
• The below are not covered by the warranty:
• Defects that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions.
• Defects in consumables, or use beyond the expected lifetime of the consumable in question.

How can i claim my warranty?

• In order to claim for warranty, you must send an email to support@mambasnake.com first and provide the following information:
• A screenshot of your order or your order number for purchases made on our website.
• Images and videos showing the manufacturing problem of the product complying with our warranty policy
• Once we have confirmed that the product is defective, a replacement unit will be sent to you. We may require you to return the defective unit to MAMBASNAKE in exchange for a replacement.

How do i return the items to you?

• If you would like to return an item, please send us an email to support@mambasnake.com. After verifying your return request, you would need to send us the tracking number for the return parcel via email again within 10 days. Your warranty may be voided if you fail to arrange the shipment and provide the tracking number of the return parcel within the stated time frame.
• Factory Defective upon arrival
• For factory defective items within the first 7 days upon delivery, you would need to provide a solid proof. All customers are strongly advised to take an unboxing video of their parcel and packaging. If the item is defective due to manufacturing issues instead of unguided manual modifying/disassembling, MAMBASNAKE will provide a shipping label and reship the replacement unit to you after receiving the return parcel. MAMBASNAKE will not cover the shipping cost for customers who opt for a full refund of the return parcel.
• Factory Defective after 7 days
• For items that are claimed to be faulty after 7 days, you would have to ship the item back to MAMBASNAKE to check for any factory defects. MAMBASNAKE will not cover the shipping cost under this circumstance.
• For the item that is used and covered under warranty, MAMBASNAKE will only cover the repair / replacement and the second shipping (excluding any possible local tax / import / administration fees).
• For items that are beyond the warranty period (over one year), MAMBASNAKE can provide a free repair service under the condition that customers agree to cover the two-way shipping fees.
• If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
• If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
• Regarding the return address, we have local warehouses in the United States, the United Kingdom, and Germany. For example, the warehouse address in the United States is: 18501 Arenth Ave, City of Industry, California, 91748-1301;
• Please note: All returns must be pre-approved by our customer service team before shipping. Returns sent to the above address without prior contact will not be accepted and will not be processed. Kindly follow our return procedure to ensure your refund is handled smoothly. Thank you for your understanding and cooperation.
• NOTE: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@mambasnake.com. Failure in doing so and worsening the condition of the product may limit or void your warranty.

What happens if the parcel has been shipped but not delivered?

• First, kindly contact your local courier using the local tracking number.
• If your parcel were to be in transit for at least 3 months, it may have been lost in transit.
  • For orders below 50USD, you may either opt for a one-time reshipment of parcel OR a full refund.
  • For orders above 50USD, we only process a 50% refund of your order.
• If your parcel has shown delivered but you did not see it, it could be:
  • Delivered in/beside a mailbox. Please check your mailbox if you have one.
  • Received by your family members or your kind neighbors.
  • Stolen. Please consider to choose the expedited/express shipping that requires a signature on delivery to avoid such cases.
  • Should there be any concern about Standard Shipping, you are encouraged to opt for Express Shipping instead.

Customers are to bear the consequences and fees incurred, if the parcel is undelivered due to any of the following situation:

• Wrong/insufficient address or phone number provided by recipient.
• Recipient is unreachable when the courier company tries to contact.
• Refusal to sign for the package by recipient.
• Lost or damaged parcel because recipient opted for “no-signature delivery”
• Refusal to pay for the local tax/processing fee by recipient
• Refusal to provide supporting documents for custom clearance by recipient
• The name in the address information filled in by the recipient is inconsistent with the name on the personal tax number, resulting in failure to pass the country's customs

Incorrect / Missing Item(s) Upon Delivery

• Upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
• If your product is incorrect/missing, please follow the instructions:
• 1.Send an email to support@mambasnake.com with an appropriate Subject Title.
• 2.Provide your order number and state the issue clearly.
• 3.Attach photos and videos to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible.
• If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, MAMBASNAKE reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first.

Warranty not applicable when:

• Damages that are caused by misuse, abuse, installation, swapping, self-repairing and/or modifications, or maladjustment of the product, or neglect, overdriving, and similar actions;
• Products that are not purchased from https://mambasnake.com/ (That is, if you had purchased it from AliExpress, Amazon, crowd-funding campaigns, local dealers and etc., please contact the store or distributor directly);
• Defects in consumables, or use beyond the expected lifetime of the consumable in question;
• Users do not follow the “User Guide”, instructions, or other additional safety, use, or warnings included in the product materials;
• Products are used commercially;
• Unsupervised assembly use of products by children under 18 years of age;
• Products have been modified or repaired by people not authorized by MAMBASNAKE;
• Products become faulty due to poor weather conditions or any natural disaster;
• If you have read through the policy and you still have more questions, please feel free to contact support@mambasnake.com.

• MAMBASNAKE reserves all rights. Before purchasing, you need to check and confirm the policy. The policy on the page can be changed without prior notice.