Letter from the Creator
Thank you for reaching out to us regarding our soon-to-be-released Das Keyboard 5Q connected keyboard.
I fully understand your frustration in regards to the unexpected shipping cost increase and personally want to apologize for any inconvenience this has caused. Please allow me to briefly explain, some of which we initially posted on Friday.
First, I want to share that this is the first Kickstarter campaign that Das Keyboard has ever taken part in. Unfortunately, our Kickstarter team significantly underestimated the shipping costs as well as the logistics complexity that our 5Q project would require. We tried our absolute best to meet all prices and find the easiest, most cost-effective way to handle all fulfillment needs for our backers. Since encountering this issue we also reached out to get advice from other companies who launched Kickstarter campaigns and surprisingly learned that we were not alone – many others have encountered similar situations with regards to unexpected shipping costs. The fulfillment piece of our 5Q project has been a beast, to say the least. Please trust that we have not taken this shipping cost increase lightly, and we have thought long and hard about the best possible solution.
Our logistics team has determined that the easiest and most cost-effective way to handle most shipments of our 5Q keyboard would be to ship orders directly from Hong Kong. We asked many shipping companies to bid on the project, and I can personally assure you that the one we selected is the most cost-effective option.
Last, I would like to add that our 5Q really is a unique and innovative keyboard. It's the first cloud-connected, open API, RGB mechanical keyboard in the world and is built with ground-breaking electronics. The 5Q truly redefines the way we use keyboards, and I would like for you to have and enjoy its awesomeness. However, if you would rather not pay more for the added shipping costs, I fully understand and Das Keyboard would be happy to provide you with a full refund for your Kickstarter backed amount.
If you prefer this refund option, please let me know by opening a helpdesk ticket in our helpdesk at https://daskeyboard.mojohelpdesk.com, or sending an e-mail to firstname.lastname@example.org with "5Q Kickstarter Refund Request" in the subject line. I will make sure that your request goes to our order processing team, who then will get in touch with you over the next couple of days to proceed with reversing your payment.
We greatly appreciate your support. And again, please accept my sincere apologies for the inconvenience this may have caused.