Help Center

In short, no. We’re a very small shop, and it’s difficult for us to support these sorts of orders. We have a much more comprehensive answer available to this question on our blog, which you can read here.

No. While our devices are made in a very small factory, it’s still a factory. It just doesn’t work for us to make one of anything.

We have maintenance kits for all of our designs, which are stocked with all of the extra parts that you might need to alter or maintain your device.

Unfortunately, no. We’ve priced our kits in such a way that we can afford to pay ourselves a living wage. Providing discounts threatens not only our livelihoods, but our ability to sustainably operate our shop for the long-term. Additionally, there isn’t really anything seasonal about our business, meaning that there are no times during the year where our costs are significantly lowered.

That said, we do provide build-it-yourself kits, which are substantially less expensive than the fully-assembled versions of those designs.

It’s very hard for us to predict. We try very hard to keep our kits in stock at all times, but we do sometimes run out for various reasons (supply chain disruptions, surges in demand, etc.).

Whenever we have additional information about our stock levels, we generally communicate about these things in the Ploopy Discord server. However, we are often just as uninformed as you are, so we may not have anything to communicate.

Typically, this error occurs because your credit card provider thinks that the payment attempt is fraudulent in some way and is stopping the payment in an attempt to protect you. It’s not something that we can change on our end; you’ll have to call your credit card company to find out what’s going on.

Canadian orders will show sales tax (HST or GST) upon checkout, while orders shipped outside of Canada will have sales tax collected upon import.

If sales tax is not indicated during the checkout process, it will be collected upon import along with all other charges related to customs, duties, and brokerage fees. We don’t receive these funds, nor do we mandate their collection; they are collected by customs agencies as part of international trade agreements.

At this time, we are only accepting credit cards as payment options. We do not accept PayPal, bank transfers, Interac, Zelle, or any other form of payment.

Yes. We use Canada Post to ship parcels. If Canada Post can ship a parcel to your location, then we can and will ship a parcel to your location. We do not have a secret list of locations that we do not ship to.

Canada Post has a public list of locations that it will not ship parcels to. Many of these disruptions are due to civil unrest in or near those locations. Please check to see if your location is on this list.

We don’t know why this happens. We don’t have access to secret tracking information about parcels. If we did, we would gladly share it with you.

While not common, packages occasionally get stuck during the shipping process. In our experience, the package almost always gets delivered, though it sometimes takes a bit longer than advertised.

We ship orders once per week. If you put in an order before Monday morning, your order will ship out on the next Wednesday. You’ll receive tracking information in an email when it ships.

Unfortunately, no. Our courier is currently giving us the best rates that we can get.

No. Our factory isn’t really set up for in-person visits.

Send us an email, at contact (at) ploopy [dot] co. If your order hasn’t shipped yet, we’ll be able to process your cancellation and get your refund to you quickly, with the refunded amount being reflected in your bank account in a few business days.

If you’re within your 30-day return period and the device is unused, then that is absolutely possible. Send us an email, at contact (at) ploopy [dot] co.

If you’re within Canada or the United States, the process is simple. We will provide you with a shipping label. You will box up the parts and affix the label to the outside and drop it off at your local USPS or Canada Post office; you won’t have to pay when you’re there. Once we get the parts back in our shop, we will make sure everything is in good working order and then provide you with a full refund, less the cost of shipping it back to us (typically about $24CAD).

If you are outside of Canada or the United States, you will be responsible for shipping your return back to us, in accordance with our Terms of Sale.

You have a bad cable.

Many USB-C cables only provide power, and their data wires aren’t actually connected. If your computer seems to recognize that a device has been plugged in, but none of the buttons are working and the cursor isn’t moving, the problem is almost certainly the cable.

Try using your device with a cable that you’ve verified to work with another device.

We rigorously test every board that is sent out. Absolutely nothing that we ship is untested, so if we ship it, it has passed our testing standards, which are quite high as we use our products ourselves and want others to experience our products the way that we experience them.

The most common issue that we see is improper connections, which can be caused by a number of defects during the soldering process. We always recommend this video to our supporters. It correctly shows how to avoid common issues like cold joints, excessive or not enough solder, and how and when to use flux. We watch it regularly to refresh our own skills, so it’s a great watch even if you’re already an expert.

In these sorts of situations, we always recommend revisiting the soldering job, and we recommend that all solder joints be redone with additional flux. It can be surprising how simple soldering defects can hide behind joints that look perfectly acceptable.

There are many ways for you to reach out to us. You can email us, join our Discord server, or post a question on our subreddit.

No. We don’t have a public-facing telephone line.