FAQs
The Thocc Exchange – Customer FAQs
Welcome to The Thocc Exchange – Your Source for Mechanical Keyboard Switches Worldwide
Whether you’re building your first custom mechanical keyboard or upgrading your setup, we make it easy to find premium keyboard switches and accessories. We supply genuine linear, tactile, and silent switches, shipped locally and worldwide, so enthusiasts everywhere can create their perfect typing experience.
This FAQ covers everything you need to know, from payment methods and shipping times to product details, returns, and warranty information. We’ve kept it clear, concise, and transparent so you can shop with confidence. If your question isn’t covered here, contact us directly and we’ll be happy to help.
1. Ordering & Payments
What payment methods do you accept?
We accept major credit/debit cards, PayPal, and other secure online payment options.
Do you offer payment in multiple currencies?
Yes, prices are shown in your local currency where possible, but checkout is processed in GBP.
Can I pay using PayPal?
Yes, PayPal is available for both domestic and international customers.
Will I be charged immediately when I place my order?
Yes, payment is captured at checkout to secure your items.
Why was my card declined, even though I have funds available?
Banks may block payments flagged as unusual. Contact your bank or try another payment method.
Do you accept bulk orders or wholesale requests?
Yes, please contact us for bulk pricing and availability. Discounts are available for orders over 1,000 of a specific switch.
2. Shipping & Delivery (Domestic)
How long will it take to receive my order locally?
Orders placed before midday are usually dispatched the same day. Standard Tracked shipping takes 2 business days (plus Saturday), and Tracked 24 usually arrives next day.
What are the domestic shipping costs?
Shipping is calculated at checkout based on order value.
Do you offer express or same-day delivery?
Express options are available at checkout. Same-day delivery is not really possible.
Can I pick up my order in person?
Yes, please contact me to arrange.
How can I track my order?
Tracking details are emailed once your order ships.
What should I do if my package hasn’t arrived yet?
Check your tracking first. If it’s past the estimated delivery time, contact us and we’ll work with Royal Mail to resolve the issue.
3. Shipping & Delivery (International)
Do you ship internationally?
Yes, we ship worldwide.
Which countries do you ship to?
We deliver to most countries, with a few restrictions based on international shipping regulations.
How long will international delivery take?
Usually 1–2 weeks, depending on your location and customs processing.
What are the international shipping costs?
Rates are calculated at checkout based on destination and order value.
Will I have to pay customs duties or import taxes?
Yes until October 1 2025. We will cutover to VAT registered business status in the UK on that date and collect all taxes at checkout soon after. There may be a 1-2 day pause on international orders prior to cutover while we implement this for the benefit of European customers.
Why is my tracking not updating after leaving your country?
Tracking may pause during customs clearance. This is normal and updates will resume once the parcel is processed locally.
4. Product Information
Are all switches sold in packs of 10?
Yes unless stated otherwise.
How do I know if a switch is linear, tactile, or silent?
The switch type is usually stated in the product title and description.
Can I order mixed packs with different switch types?
Not by default, variety packs are available separately.
Do you sell switch sample packs?
Yes, check our sample pack listings.
Are your switches original or factory clones?
We sell only genuine, manufacturer-sourced products. Never clones or counterfeits.
Do switches come pre-lubed?
This is noted in each product description. Most arrive in stock configuration from the manufacturer.
5. Returns, Exchanges & Refunds
What is your return policy?
Returns are accepted for unused, unopened products within 7 days of delivery.
Can I return a product if I change my mind?
Yes provided it’s unused and in original packaging.
What if my order arrives damaged or defective?
Contact us within 7 days with photos, and we’ll arrange a replacement or refund. Customer service is important to us.
How do I request a return or exchange?
Email us at thoccexchange@gmail.com with your order number and reason for return.
Do you refund shipping costs on returns?
Only if the return is due to our error or a defective product.
How long will it take to process my refund?
Usually the same day after we receive the returned item.
6. Order Changes & Cancellations
Can I cancel my order after I’ve placed it?
Yes if it hasn’t shipped yet. Contact us as soon as possible.
Can I change my shipping address after ordering?
Yes before the order ships.
Can I add more items to an existing order?
Yes as long as we receive your request before dispatch.
Why was my order cancelled?
Very rarely, orders may be cancelled due to stock errors, payment issues, or fraud prevention checks. We’ll always email you with the reason and work to resolve it together.
7. Stock & Product Availability
When will a product be back in stock?
Restock dates vary. Contact us to be added to our notification list.
Do you restock limited-run switches?
Not always some are one-time production runs.
Can you notify me when a product becomes available again?
Yes contact us to register your interest.
Why do some switches sell out so quickly?
High demand and limited production make some models scarce. But we always try to restock if stock exists in the market.
8. Warranty & Product Guarantee
Do your products come with a warranty?
Yes most products are covered for manufacturing defects.
What does the warranty cover?
Faulty components or manufacturing errors, not wear-and-tear or modifications.
How do I claim a warranty replacement?
Contact us with proof of purchase and photos.
Are switch springs and stems covered by warranty?
Yes if defective upon arrival.
9. Custom & Special Orders
Can you source a specific switch not listed on your website?
Yes, email us with your request and we’ll do our best to source it.
Do you offer group buys or pre-orders?
Occasionally, announced via our website and social channels.
Can you customise packaging for gifts or resellers?
Not currently. But ask if you think this might be of interest.
10. Customer Accounts & Loyalty
Do I need an account to place an order?
No. Guest checkout is available.
What are the benefits of creating an account?
Faster checkout, easy order tracking, and occasional exclusive offers.
Do you offer a rewards or loyalty program?
No. We focus on everyday low pricing so you always get great value. I'd rather you returned because the business proposition works every single time for you.
How can I update my account details?
Log in and edit your profile under “My Account.”
11. Community & Support
How can I contact The Thocc Exchange for support?
Via our contact form or email at thoccexchange@gmail.com.
Do you have a Discord or community group?
Yes, join our Discord for product updates, keyboard discussions, and more. Links are available on our main page or by request.
Where can I find your latest product updates?
We post restock announcements and updates in our Discord’s stock thread.
Do you attend keyboard meetups or expos?
Yes. Announcements are posted on our socials.
12. Sustainability & Ethics
Do you use eco-friendly packaging?
Yes, we use high-recycled-content cardboard in all packaging to reduce waste while protecting your order.
Where are your products manufactured?
From reputable suppliers across Asia and other regions.
What is your CO₂ impact?
From manufacturer pickup onwards, we operate a renewable-focused supply chain. We prioritise sea freight over air freight, use recycled and reused packaging, and run our workshop entirely on sustainable energy.
Do you work with ethical suppliers?
Yes, we partner only with trusted manufacturers and avoid suppliers with a history of ethical misconduct. We pay our suppliers living wage when we ask for labour.
13. Security & Privacy
Is my payment information secure?
Yes, all transactions are processed through encrypted gateways.
Do you store my card details?
No, payment details are never stored on our servers.
Will my personal information be shared with third parties?
No, we respect your privacy and only share necessary shipping info with carriers.