Australian dollars
BROVOXEL / ANSWER SYSTEM / 07
Answers,
without the maze.
Clear guidance for choosing, ordering, tracking and caring for your BROVOXEL setup—organised around the moment you need it.
MODEL CHECK
Keyboard features and compatibility vary. The specification on the individual product page is the final reference for that model.
CHOOSE A ROUTE
Request window, not a guarantee
Eligible Australian orders
Business days
01
Fit the setup.
PRODUCTS / COMPATIBILITY
Fit the setup.
Not the assumption.
Start with the exact model, layout and connection—not a universal promise.
OPEN COMPATIBILITY GUIDE ↗01What does BROVOXEL sell?
BROVOXEL focuses on mechanical keyboards, desk mats and related desk-setup products.
Individual product pages explain the specifications and package contents applicable to each product.
02Are all BROVOXEL keyboards the same size?
No. Mechanical keyboards can use different layouts and sizes, including compact and larger formats depending on the model.
Check the individual product page for the exact layout and dimensions of the keyboard you are considering.
03Will a BROVOXEL keyboard work with every computer?
Not necessarily. Device and operating-system compatibility can vary between keyboard models.
Review the compatibility information on the relevant product page before ordering.
04Do your keyboards work with Windows and macOS?
This depends on the particular model. Some keyboards may support more than one operating system, while shortcuts, software functions or certain features can differ between platforms.
Only rely on operating-system support stated for the specific product.
05Are all BROVOXEL keyboards hot-swappable?
No. A keyboard should only be treated as hot-swappable when this feature is specifically stated in its product specifications.
06Can I install any mechanical switch in a hot-swappable keyboard?
Not automatically. Hot-swap compatibility can depend on socket design, switch type and pin configuration.
Check both the keyboard specification and the replacement-switch specification before installation.
07Will any keycap set fit my keyboard?
No. Compatibility can depend on physical layout, keyboard size, key sizes, stem compatibility, keycap profile and the keys included in the replacement set.
See the Compatibility Guide ↗08What is included with my keyboard?
Use the Package Contents information on the individual product page to determine exactly what is supplied.
Accessories or other desk equipment shown in lifestyle photography are not included unless the product page specifically says they form part of the package.
09How do I choose the right desk mat size?
Measure the usable width and depth of your desk and compare those measurements with the exact dimensions on the product page.
Consider the space occupied by your keyboard, mouse, monitor stand and other equipment before choosing a size.
02
Before the order
ORDERS / PAYMENTS
Before the order
starts moving.
Payment options appear at checkout. Changes become harder once fulfilment begins.
OPEN PAYMENT POLICY ↗01What currency does BROVOXEL use?
Prices are displayed in Australian dollars (AUD) unless clearly stated otherwise.
02Which payment methods can I use?
The payment methods currently available for your purchase are displayed at checkout. Review the available options before submitting payment.
Read the Payment Policy ↗03When is my order confirmed?
After placing an order, you should receive the applicable order information using the contact details supplied during checkout.
Orders may still be subject to reasonable payment, inventory, security and fulfilment checks before dispatch.
04Can I change or cancel my order?
Contact BROVOXEL within 12 hours of placing the order to request a cancellation or change.
We will try to accommodate the request where fulfilment has not progressed too far, but the 12-hour period is a request window—not a guarantee. Once packing, dispatch or carrier handling has begun, changes may no longer be possible.
05I entered the wrong delivery address. What should I do?
Email support@brovoxel.shop as soon as possible.
We will try to update the information before dispatch where reasonably possible. Once fulfilment or delivery has progressed, an address change cannot be guaranteed.
03
From dispatch
SHIPPING / DELIVERY
From dispatch
to your desk.
Processing and carrier transit are separate stages. Delivery windows begin after dispatch.
01How much does shipping cost?
Under our current standard Australian shipping arrangement, standard shipping is A$7.95 for orders below A$75.
Eligible orders of A$75 or more receive free standard shipping. The applicable amount is shown before checkout is completed.
02How long does BROVOXEL take to process an order?
Orders are normally prepared for dispatch within 1–2 business days.
Processing time is separate from carrier transit time.
03How long does delivery take?
Current general estimates after dispatch are:
METRO2–5 business daysREGIONAL3–7 business daysREMOTE5–14 business days
These are estimated transit windows, not guaranteed delivery dates, and exclude the normal 1–2 business day processing period.
04Which carrier does BROVOXEL use?
Under our current domestic shipping arrangement, standard Australian orders are sent with Australia Post.
Shipment details provided for your particular order should be used as the final reference for its delivery service.
05Do regional and remote addresses take longer?
They can. Transit time depends on the destination and carrier network. Regional and remote Australian addresses may require additional time compared with many metropolitan destinations.
06Are delivery dates guaranteed?
No. Unless a specific guaranteed service is expressly offered for an order, delivery windows are estimates.
Weather, public holidays, peak periods, carrier disruptions and destination-specific conditions can affect delivery.
04
A scan is a
TRACKING / CARRIER SIGNAL
A scan is a
signal, not the parcel.
Tracking can be created before the first physical carrier scan becomes visible.
TRACK AN ORDER ↗01How do I track my order?
When tracking is available, use the tracking information issued for your shipment to follow carrier updates.
Open Order Tracking ↗02Why is my tracking number not showing movement?
A tracking number can be created before the first physical carrier scan becomes visible. Newly issued information may therefore take some time to show its first movement.
03My tracking stopped updating. Is my parcel lost?
Not necessarily. Carrier scans may have gaps while a parcel moves through the delivery network.
If the shipment has gone materially beyond the expected delivery window without a useful update, contact BROVOXEL so we can review the available shipment information.
04Tracking says delivered, but I cannot find the parcel. What should I do?
First check the immediate delivery area, safe locations, household members, building reception or mail areas, and any collection or delivery instructions shown by the carrier.
If you still cannot locate it, contact us with your order number and tracking information so the circumstances can be reviewed.
05
Different problem.
RETURNS / PRODUCT PROBLEMS
Different problem.
Different route.
A voluntary change-of-mind return is not the same as a faulty, damaged or incorrectly supplied product.
RETURNS & REFUNDS POLICY ↗01Does BROVOXEL accept change-of-mind returns?
BROVOXEL currently provides an eligible 30-day voluntary change-of-mind return period, subject to the Returns & Refunds Policy.
Contact us before returning an item so we can provide the applicable instructions.
02What condition should a change-of-mind return be in?
The item should meet the change-of-mind conditions stated in our Returns & Refunds Policy.
These voluntary conditions are separate from rights that may apply to faulty, damaged or incorrectly supplied products.
03Who pays return postage for a change-of-mind return?
For an eligible change-of-mind return, the customer is responsible for return postage unless BROVOXEL has expressly agreed otherwise.
This differs from situations where goods are faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer remedies.
04What if my product arrives damaged?
Contact support@brovoxel.shop with your order number and a description of the damage.
Photographs of the product and relevant packaging may be requested where reasonably useful for assessing what happened.
05What if BROVOXEL sends me the wrong item?
Contact us with your order number and details of the item received. We will review the order and arrange an appropriate solution where the wrong product has been supplied.
06What if my keyboard appears to be faulty?
Contact BROVOXEL and describe the issue. Where reasonably useful, we may request photographs, a short video or basic troubleshooting information.
We do not require customers to treat a genuine product fault as a simple change-of-mind return.
07Does the 30-day return period limit my rights for faulty goods?
No. The 30-day period relates to BROVOXEL’s voluntary change-of-mind arrangement.
It is not intended to remove, shorten or replace rights and remedies that may apply under the Australian Consumer Law.
08How are approved refunds issued?
Where a refund is approved, it is generally returned through the original payment method where reasonably available.
After BROVOXEL processes it, your bank or payment provider may require additional time before the amount appears in your account.
06
Gentle first.
KEYBOARD / CARE
Gentle first.
Dry before power.
Model-specific instructions take priority over general care guidance.
OPEN PRODUCT CARE GUIDE ↗01How should I clean my mechanical keyboard?
Disconnect the keyboard before appropriate cleaning and begin with a gentle method, such as removing loose debris and wiping suitable external surfaces with a clean, soft cloth.
Avoid introducing liquid into switches, ports or openings.
Read the Product Care Guide ↗02Can I remove the keycaps?
This depends on the keyboard and the cleaning or modification you intend to perform.
If removal is appropriate, use a suitable tool and take extra care with larger stabilised keys.
03Can I replace the switches?
Only assume ordinary tool-based replacement is supported when the keyboard is specifically described as hot-swappable.
Verify the supported switch and pin configuration before installing replacements.
04Are BROVOXEL keyboards waterproof?
Do not assume so. BROVOXEL will only describe a keyboard as water-resistant or having another protection characteristic where that feature is specifically supported for the particular model.
07
Useful detail in.
CUSTOMER SUPPORT
Useful detail in.
Clearer help out.
Include the product name or order number and explain what happened.
CONTACT BROVOXEL ↗01How can I contact BROVOXEL?
Chatbot: Automated guidance is available 24/7.
Human chat support: When a BROVOXEL team member is online and available, the conversation may be handed over to them.
Email: support@brovoxel.shop. We aim to respond within 24 hours.
Open Contact Us ↗02What should I include when contacting you about an order?
Include your order number, the email address associated with the order and a clear description of what you need help with.
For a product problem, photographs or a short video may also be useful where relevant.
03Should I send card details by email or chat?
No. Never send complete payment-card numbers, security codes, banking passwords, PINs or one-time authentication codes to BROVOXEL customer support.
QUESTION NOT IN THE DECK?
Send the useful
details once.
Tell us the product name or order number and what you need help with. Please do not send passwords, PINs, full card details or one-time authentication codes.