Update for US customers: fulfillment, inventory, warranty support

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Update for US customers: fulfillment, inventory, warranty support

Fulfilling US orders is now back to normal!

  • New orders for US customers will be shipped domestically
  • Almost all products are in stock, exceptions listed below
  • Warranty support for US customers will continue despite challenges

US orders are now all shipping domestically

For a few weeks in April, we shipped as many US orders from the Netherlands as we could, at our expense. This is now over, and all new US orders will ship from our fulfillment center in the US.

Why did we do this?

Every product we shipped from the Netherlands instead of the US during that time, is a product that we can still sell and ship to a different customer in the US without raising prices.

Due to the ongoing trade war between the US and China, our cost to import products has skyrocketed. These costs will have to be passed on to customers, there's no way around that.

However, these extra costs only apply to new freight imports to the US, not to products that we already had in stock in the US or to freight imports to the Netherlands.

We shipped all those US orders from the Netherlands because we can easily replace that inventory in the Netherlands without any extra costs.

This was only possible for a short period of time. Starting from the 2nd of May, any customer shipments to the US with products made in China, must pay a minimum of $100 to import into the US. On the 2nd of June, that increases to $200.

We made sure that all orders shipped from the Netherlands to the US would deliver before this rule change. As far as I know, we were 100% successful with this. If I'm wrong about that, and you as a US customer had to pay import duties, taxes, or fees, please contact support and we'll take care of you.

So now things are back to normal?

Yes, but*...

Now that all US orders are shipping domestically again, no US customers will need to pay import duties or taxes to receive their order, even after the import rules change on the 2nd of May.

What is not back to normal are the bulk freight shipments to the US. We have stopped all freight shipments heading to the US for the foreseeable future, except one container with prebuilt white zinc 80HEs and 60HE modules.

This isn't forever, but for now the only products we can sell in the US are the products we already have in stock, plus what's in that one container en-route.

Current stock in the US

Almost all of our products are currently in stock in the US! Only two exceptions:

  • Optimum Case
  • 80HE White Zinc (prebuilt)

Prebuilt White Zinc 80HE

The white zinc 80HE is available for backorder! New orders will be part of batch @NA-MountainGoat-2 or @NA-MountainGoat-4 , both of which are on the containership WAN HAI A05, currently in transit to the Port of Los Angeles. After it arrives at port, the container will need to clear customs and deliver to our fulfillment center. You can track the ship here!

We expect orders can start getting fulfilled on the 20th of May. Keep in mind that this is an estimate - with all the changes to import rules, it's possible that local customs will take longer than normal to clear the shipment. We'll keep you posted!

Optimum Case

Currently, it is not possible to purchase the Optimum case in the US. We were unable to get this product in stock before the trade war started, meaning any new freight shipments will get hit with the new tariffs. We're working with our customs broker to understand what the impact will be. It is likely that when this case becomes available for purchase again, it will be at a higher price, but we don't yet know how much higher.

How long will in stock products last?

While we do have stock for most products, it won't last forever. When this inventory does run out, product prices must be increased to reflect our increased costs.We estimate that current inventory run out:

  • 60HE+ (prebuilt): October
  • 60HE+ (module): July
  • 80HE (black plastic): July
  • 80HE (ghost plastic): June
  • 80HE (black zinc): June
  • 80HE (white zinc): June
  • 80HE (module): June
  • W2HE: September

Please note: these are estimates, not guarantees. Additionally, this does not mean that we will stop selling these products to US customers, just selling them at current prices.

How much will prices increase?

We’re actively monitoring the situation, but given how rapidly tariffs are changing, we can’t provide firm numbers yet. Since January, there have been over 100 different tariff policy changes.

We are hopeful that there will be a moment when the tariffs are reduced and we have an opportunity to import products at a more reasonable cost. There is some evidence to suggest that this is at least somewhat likely - earlier this week the Trump Administration did reduce the tariffs for auto parts and eliminated "tariff stacking."

The best advice I can give you is that if you already know you want a Wooting keyboard, you should order ASAP.

Warranty support for US customers

We are committed to providing warranty support for all customers, for the full warranty period and beyond, regardless of the political landscape.

However, changes in import regulations may require us to pivot in our strategy.

How we typically handle warranty concerns

Warranty support is split into two categories: "on arrival" and "during the warranty period."

When customers receive our products, they expect it to be in perfect working order. If there is any defect from the factory or damage during shipping, we will replace the unit with a brand new one. This won't change.

For warranty cases that come up more than 30 days after the product is delivered, instead of sending a brand new product, we provide replacement parts. For example, if an LED breaks after one year, we wouldn't send an entirely new keyboard but instead send a replacement PCBA (printed circuit board, assembled) and the customer can swap out their defective PCBA with the new one.

We stock all kinds of replacement parts for pretty much every individual component in our products. PCBAs, cables, daughterboards, switch plates, foams, stabilizers, cases, screws, pullers, straps, the works. These are stocked at our EU fulfillment center and shipped globally.

What (might) change

For US customers, we can no longer ship replacement parts from the Netherlands. This is because the de minimus exemption for shipments valued of less than $800 is gone, and a new minimum fee for all parcel imports has been implemented.

If we wanted to ship you a replacement USB cable, what used to cost $10-$15 in shipping costs (plus the value of the USB cable) will now cost an additional $100. On the 2nd of June, that goes up to $200 + shipping + product cost. That's an absurd cost for a simple USB cable.

Until those replacement parts are available in the US, we might need to get creative with warranty support.

Two examples for context

Problem: Your USB daughterboard for the 80HE is defective.

Previous solution: We'd ship you a replacement daughterboard, but that's not currently available.

New solution: We may send you a new plastic case for your 80HE because this product contains a USB daughterboard in it that you can use to replace your current one.

Problem: You have a broken stabilizer for your spacebar.

Previous solution: We'd ship you a replacement stabilizer set, but that's not currently available.

New solution: A partial cash refund, and a recommendation for a 3rd party store to purchase a replacement set yourself.

Medium term solutions

In the medium term, we will stock all of the same replacement parts that we have in the Netherlands, in the US. This way, we pay a single tariff to import a few hundred replacement parts, and individual shipments are sent domestically.

However, it will take a month or two before we can get all these replacement products stocked in the US. We appreciate your patience and understanding during this transition period.