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frequently asked questions

where do your products ship from?

we're based in Ontario, Canada.

where do your products ship to?

for a list of countries please visit our shipping & delivery page.

do you offer local pickup?

pickup is temporarily disabled for renovations. 

we offer pickup at our warehouse location located in Markham, Ontario. pickup time is on Thursday from 4-8PM ET. 

what is your return/exchange policy?

for information on our returns and exchanges please visit our return policy page.

how do rewards points work?

reward points are obtained based on order value and points can be used to redeem discount codes towards future purchases. 

please note that orders that are cancelled with discount codes applied cannot be reinstated.

can I cancel/modify my order?

for modifications to orders such as cancellations, address changes or adding items, please contact us at hello@osumekeys.com as soon as possible. a reminder that any changes requested after your order has been placed cannot be guaranteed.

are your items in-stock?

in 2022, we achieved our goal of moving from a preorder model to a strictly in-stock model, and plan to continue doing so for the foreseeable future. your support towards osume helps us achieve more accessible levels of stock for everyone, one step at a time.

when are your products coming back?

all restock dates are listed on our corresponding product pages. we strive to restock our sets as soon as possible but cannot provide a confirmed date due to the uncertainties of shipping circumstances across the world.

you may subscribe to be notified for restocks via the "subscribe to back in stock alerts" button on sold out products to be alerted immediately when a product restocks (this is also the best way to get access to occasional extras that are released which aren't announced anywhere else!).

alternatively, we welcome you to join our discord or follow us on instagram as we frequently post updates on when products plan to restock or open up again for sale.

what do you mean by "extras"?

extras are brand new residual products that were reserved for replacements that have passed a reasonable period of time. these products are then released in small quantities and a restock notification will then be sent to those who subscribed to back in stock alerts only.

please note that there is a queue for back in stock notifications and they are sent on a first come first serve basis, and according to the quantity of products available. this means that your back in stock notification may never be sent if there are insufficient quantities before it reaches your turn!

what does it mean when an item is on backorder?

as a small growing company, we are only able to accommodate a limited amount of in-stock products in our warehouse. due to this, we release products that are still in transit early to align with the release of other in-stock products. the alignment of the release dates allow customers to save on shipping and secure products that are scheduled to arrive at our warehouse.

please note your order will be on-hold until all items have arrived at the warehouse if you have any items that are marked as ‘backorder’. an estimated date is usually provided on the description of applicable products

how are the quality of the keycaps?

we pride ourselves in maintaining a high quality of standards for our keycaps. because our keycaps are dye subbed PBT, we do have some quality standards we adhere to here.

how can I collaborate with osume?

we're sincerely grateful we've received the attention of so many talented influencers! in order to pick the best fit for osume, we kindly ask for you to send an application in to our affiliates program

for non content creation related collaborations, please e-mail us directly at collabs@osumekeys.com!

my question wasn't listed here!

for any other questions, please e-mail us at hello@osumekeys.com!

Updated on 21 Nov 2023