Got questions? We've got answers.
Shipping, custom designs, returns, warranty and keyboard help, all in one place.
- Made to order in Michigan
- Ships worldwide
- 18-month keyboard warranty
Frequently asked questions
How long until my order ships?
Every mat and keyboard is made to order in our Michigan shop. Production runs about 3 weeks or less, then it ships with tracking. We ship worldwide to almost every country.
Where is my order?
Your shipping confirmation email has your tracking link. You can also sign in to your account to see order status. Still stuck? Email customercare@altcustoms.com with your order number.
Something arrived damaged or wrong. What now?
Sorry about that. Email customercare@altcustoms.com with your order number and a photo, and we'll make it right. If you added Alt Shield, report damage within 14 days of delivery.
Can I return a custom product?
Because every piece is custom-made on demand, returns are handled case-by-case. Defects are covered by warranty. See our return policy for the details.
Can I put my own design on a mousepad or keyboard?
Yes, that's our whole thing. Use the mousepad builder or the keyboard builder to upload your art and preview it live before you buy.
Is there a warranty?
Keyboards and accessories come with an 18-month limited warranty that covers defects in materials and workmanship. It doesn't cover drops, spills, misuse or modifications. Full details are in our terms.
How do I clean my mousepad?
Hand wash with mild soap and cold water, then air dry flat. Don't machine dry.
My keyboard is acting weird. How do I reset it?
Most issues are fixed by a factory reset. On the 2026 T60 Pro press FN + Space; on older T60 Pro boards press FN + ESC. See the keyboard user guide for every shortcut and troubleshooting step.
How does Buy 2, Get 1 Free work?
Add any 3 mousepads from our mousepad collection to your cart. The third one comes off automatically at checkout. No code needed.
Do you ship internationally?
Yes. We ship worldwide to almost every country. Shipping options and costs show at checkout.
Alt Shield: covered door to door
Reshipped or refunded. Report damage within 14 days of delivery, lost packages within 30 days of shipment.
On eligible items, with 14-day returns.
Claims go to our team in Davison, not a call center.
Ask a real person.
Put your order number in your message and we can jump straight to it.