MoErgo Shipping Policy

Last Updated: 9 Feb 2025

 

Destinations we ship to and shipping rates

Please see the FAQs (https://www.moergo.com/pages/faqs#shipping) for the list of destinations we currently ship to.

For most destinations, our standard shipping rates apply. However for destinations that cannot be serviced by our standard carriers, special rates shall apply. 

Typically, keyboards are shipped free for destinations covered by the standard shipping rates. The other items attract a flat shipping rate of US$12. However, this is a guide only; the exact shipping fees are calculated at checkout or by mutual agreement.

Express shipping options may be available for certain destinations. Please see the FAQs (https://www.moergo.com/pages/faqs#shipping) for the latest information.

We reserve the right to cancel and refund an order if the destination is not covered by the standard rate plans of our standard carriers or otherwise deemed to be too risky by our shipping agent.

 

Import duties, tax, and customs processing

For shipments to New Zealand: 

Shipments are shipped on DDP (duty-paid) basis.

As Innaworks Development Limited (trading as MoErgo) is a New Zealand registered company, GST is charged as part of the check-out process. A GST receipt is provided upon request.

 

For shipments to the USA:

(For orders placed before or on 8 Feb 2025 NZT):

All shipments are on DDU (duty unpaid) basis. Customers are responsible for all import duties, tariffs, taxes, VAT, and associated processing fees.

(For orders placed on or after 9 Feb 2025 NZT):

MoErgo collects tariffs at the rate that is in force at the time of purchase, which is paid to the carrier partner. Customers are responsible for all other taxes, VAT, and associated processing fees (if any). If USA legislative or governmental policies relating to tariffs (including de minimis and tariff rate) are changed subsequent to MoErgo’s acceptance of the order:

• If the policy change occurs before the order has been shipped, then MoErgo may cancel and refund the order. 

• If the order is shipped, then US Customs may charge additional tariffs and/or fees to either MoErgo (as the sender) or to the Customer (as the recipient). By placing the order, the customer agrees that they are responsible for paying any such charges. If MoErgo is charged directly or indirectly, we will invoice the Customer for the costs incurred. The Customer agrees to pay such charges in full within 14 days of receiving the invoice. 

 

For shipments to the EU:

All shipments are on DDU (duty unpaid) basis. Customers are responsible for all import duties, tariffs, taxes, VAT, and associated processing fees.

The HS Code for keyboards is 84716060. According to the TARIC database, the tariff rate for 84716060 from China is 0% as of the time of writing. Please note that the tariff rate for other items may be different. Please also note that your country's VAT rate will likely apply. This is not taxation advice. Please do your due diligence before ordering.

For shipments to the rest of the world:

All shipments are on DDU (duty unpaid) basis. Customers are responsible for all import duties, tariffs, taxes, VAT, and associated processing fees.

Please note that certain countries have very high import duties and taxes; please do your due diligence before ordering.

 

For all shipments:

Customers are responsible for coordinating with the shipping carrier and customs authorities to ensure the package is cleared for delivery.

If you decline to pay import duties, taxes or associated fees, and you wish to return the order, return shipping costs will be your responsibility. Any return or cancellation will be governed by the Cancellation and Return Policy here: https://www.moergo.com/pages/cancellation-return-policy

Failure to provide the customs authorities with necessary documentation or failure to pay import fees on time may result in the package being sent back. If this happens, additional shipping fees will apply for reshipment, based on the associated costs (return and reshipment fees). 

Please note that some customs authorities may dispose of parcels if import fees and taxes are not paid or the required documents are not submitted on time. In such cases, neither refund nor reshipment will be possible.

Please note that delays due to customs processing are beyond our control.

 

Fulfillment center location

Keyboards and other products typically ship from our China or Hong Kong warehouse.

Replacement parts typically ship from our partner factories in China or our office in New Zealand.

Processing time

Our target is to process and fulfill an order (excluding orders with pre-order items, custom items or replacement parts) within 1 to 3 business days, excluding weekends and holidays.

High order volumes, pre-order items, custom items, replacement parts, or unforeseen delays may extend processing times.

Customers will be notified of significant delays.

Shipment tracking

For keyboards, we use a tracked delivery service. 

For other items, such as accessories and keycaps, we generally use an untracked delivery service to minimize the cost for our customers.

Some tracked shipments may have limited tracking availability until the parcel reaches the destination country.

Splitting an order Into multiple shipments

MoErgo may, at its discretion, split an order into multiple shipments.

Typically, but not always, keyboards are individually shipped separately from other items in the same order.

Customer responsibilities

Customers are responsible for providing accurate shipping information. Please note that we are unable to change the shipping address once a shipment has been fulfilled. 

Customers are responsible for providing information reasonably required for shipping. As an example, for certain destinations (including but not limited to South Korea, Taiwan, India, Brazil, Argentina & Peru), personal IDs, tax numbers, and/or other information are required by the destination authorities or the carrier as a prerequisite for shipping. 

Thefts after a shipment is successfully delivered are the responsibility of the customer. If a shipment is damaged, lost or stolen prior to its successful delivery, MoErgo is responsible for providing a replacement.

If you don’t accept delivery of a shipment, the carrier/courier will generally attempt to return the shipment to our shipping agent. If the shipment is returned, we will refund you the amount paid minus any shipping fee paid, minus US$120 to cover the typical cost of restocking and round-trip shipment.

Cancellations and returns

Cancellation and returns are covered by a separate policy. Please refer to the Cancellation & Return Policy (https://www.moergo.com/pages/cancellation-return-policy).