Here to help!
Find answers to our most frequently asked questions below. If you can't find what you're looking for, please contact us at support@mash.sg and we'll get in touch within the next 48 hours.
Check out our frequently asked questions here.
Purchases
Checking out, order status, and pre-order policies.
Where can I make a purchase?
We have 2 different locations ready to welcome customers.
Mash Suntec
3 Temasek Boulavard, #02-238 (West Wing) Singapore 038983
Open Hours:
Sunday - Thursday: 11am - 9pm
Friday - Saturday: 11am - 10pm
Mash HQ
16 Kallang Place #07-14, Singapore 339156
Open Hours:
Tuesday - Friday: 1pm - 7pm
Closed on Saturday - Monday, and public holidays.
We also have a pick-up service available at each of our showrooms. Simply place your order online and select "pick-up" as the delivery method, verifying that you are picking up from the correct store. Make your way to the store, pick up your items, and be on your way!
What are some of your payment options?
In general, we accept all major debit and credit cards. We also accept SGQR payments via Paynow, Paylah.
I've just placed my order, can I still make changes to it?
Please write to us atsupport@mash.sg and quote your order number. Our support team will get back to you via your email inquiry or a phone call.
Why am I charged for more than the stated amount for the keyboard?
There is a 3.5% transaction fee for each credit card payment. Please note that this fee is non-refundable.
Can I cancel my order?
We process orders quickly, so if you need to cancel, email us as soon as possible at support@mash.sg with your order number.
If your order has already been processed or shipped, a cancellation will not be possible.
Shipping
How will it ship, shipping errors, international shipments.
How long does my order take to ship?
We generally process orders quickly, with shipping taking around 2-3 days, depending on courier logistics.
In the event where you have placed an order containing pre-order items, the waiting time varies from 4-6 weeks.
How do I track my order?
A tracking link will be issued to you via email upon order fulfilment from our warehouse.
Do you ship internationally?
Yes we do. Please reach out to us via support@mash.sg regarding all international order inquiries.
Can I still change my shipping address after the order has been shipped out?
Unfortunately, this is not possible. Please verify all shipping details at checkout to avoid any delivery issues.
Warranty, Returns & Refunds
For all things warranty, returns and refunds.
What does your warranty cover?
Mash has a 1 year limited warranty coverage for keyboard components such as:
1. Keyboard Kit
2. Mechanical Switches
3. Stabilizers
To make a warranty claim, submit your claim via our Contact page, along with image or video evidence of the affected area. Mash reserves the right to determine if a warranty can be claimed.
What do I do if my keyboard is damaged upon receiving it?
Please email us via support@mash.sg with your order number and photos or videos of the issue at hand.
Returns & Refunds
Our return policy applies to products that are unused and in the same condition that you have received it.
The products must also be returned in their original packaging and must be accompanied by a valid receipt or proof of purchase.
All returns must be received by us within 7 days from the day you receive your items based on our records. Your return will be voided if it is not received by us during this time frame.
Returned items are subject to a condition check, after which we will notify you via email before proceeding with an exchange or refund. The refund processing period may vary between 5-7 working days from the reception of your returned items at our office.
All promotional codes cannot be re-issued and will not be refundable. The final paid price will be refunded for items purchased using a promo code or gift voucher.
Can I exchange my order for a different one?
We do not allow exchanges, but returns are accepted. Please refer to our Return Policy for more details.