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Frequently Asked Questions

Catto Caps

Keycaps are all handmade in small batches and sold through randomized raffles. If drawn as a winner, you will receive an invoice. Occasionally, FCFS in-stock keycaps will be listed directly here in the shop. Join maobao cafe on Discord or follow me on Instagram for latest sales info and announcements!

Keycap commissions will open depending on my availability, and will be announced just like regular sales. Requests are not accepted otherwise. Thanks for understanding!

Due to my schedule, I'm currently unable to commit to all requests. If you have a collaboration inquiry, kindly submit all relevant info here and I'll get back to you as soon as possible. Thank you for your interest!

Orders and Processing

» In-stock items
All orders are processed within 3-5 business days. If you need a rush order, please add a note when checking out and I'll accommodate as best I can!

» Keycaps and preorder items
These have production and fulfillment timelines listed clearly when you enter a raffle or place an order. If your order has both preorder and in-stock items, it will ship once all items are ready. Kindly place separate orders for preorder and in-stock items if you do not wish to wait!

P.S. Preorder statuses are updated here regularly.

» In-stock items
Yes! Should you have multiple open orders placed within the same processing timeframe, they will be automatically consolidated into one shipment as long as the name and shipping address are an exact match. Shipping overages will be automatically refunded to your original form of payment. If you have already received shipping confirmation, I am not able to combine your orders.

» Preorders
I will automatically combine preorders placed during the same preorder period. For example, you purchase style A and decide to place a second order for style B and C before preorders close. Once the items are ready, the orders will be automatically consolidated into one shipment as long as the name and shipping address are an exact match. Shipping overages will be automatically refunded to your original form of payment.

» Keycap raffles are not eligible for shipment combination.

This is a small business run by one hooman and her catto, so please be kind and triple check all your info before placing an order! I am not able to modify orders once they are placed. If you've made a mistake with your order or shipping address, contact me with your order number immediately.

In-stock orders can only be cancelled within an hour of purchase. Preorders are eligible for cancellation only during the open preorder period. Once I close preorders and submit quantities for production, I cannot accommodate any cancellations. Address changes can be accommodated as long as you have not received a shipping confirmation. Kindly send an email to hi@maobao.cafe or submit a request here!

I do not accept returns or exchanges and am not responsible for any damages once your package has been safely delivered. Should your item be damaged in transit or defective upon receipt, please email me at hi@maobao.cafe with your order number and pictures within 48 hours of delivery for further assistance!

Shipping and Delivery

Yes, with the exception of those who reside in the UK/EU. Please visit Etsy to place your order if located in these regions!

All orders are shipped from California. Please note that these are estimated timelines after you've received shipping confirmation, and are subject to postal delays beyond my control.

» Domestic (USA)
USPS First Class: 2-7 business days
USPS Priority Mail: 1-5 business days
First Class Letter (untracked): 1-5 business days

» International
Standard International: 1-4 weeks in business days
International Letter (untracked): 2-5 weeks in business days
Express courier options available upon request. Please contact me directly!

Once your order has shipped, you will receive a shipment confirmation email with a tracking number (if applicable).

Stickers and prints are shipped via letter mail and will not include tracking. All other items ship with tracking and insurance. If you'd like to upgrade to add tracking and insurance to your letter mail, please contact me to arrange for a shipping upgrade.

If you reside outside the USA, all orders are subject to customs duties and fees. You are responsible for any taxes and fees incurred. Please check your country's regulations carefully!

Should a package be returned due to unpaid duties and fees, you will be refunded your order amount minus shipping fees.

Please note that I am not responsible for any damages once your package has been safely delivered. For all inquiries regarding lost/damaged packages, submit a request here or email me at hi@maobao.cafe!

» My package shows as delivered, but I didn't receive it!
Kindly check all possible delivery locations as well as with neighboring houses in case of misdelivery by the postal worker! If you are still unable to locate your package, please contact your local post office. Unfortunately, I am not responsible for packages once they show as delivered.

» My package hasn't moved!
Please reach out to me if it has been more than 2 weeks without any transit updates. Lost packages are sometimes stuck in the postal void and do make their way back to me eventually!

» My item arrived damaged or defective.
Should your item be damaged in transit or defective upon receipt, please email me with your order number and pictures within 48 hours of delivery for further assistance.