Contact Mekibo Support

We're here to help with every part of your Mekibo experience—from choosing the right HyperX, Kensington, or Perixx accessory to tracking a delivery, starting a return, or reporting a quality concern. Our detailed contact directory below shows exactly who to reach for each type of request, what to include, and how quickly you'll hear back.

Store and Operating Entity

Mekibo is an independent specialist retailer for computer accessories, focused on HyperX, Kensington, and Perixx. We opened in 2021 and are based in San Diego, California.

The storefront is operated by Aster Ridge Commerce Group LLC, the merchant-of-record behind Mekibo. This entity handles order operations, payment processing, customer service, returns, and compliance for the online retail channel. Mekibo remains the consumer-facing brand, while Aster Ridge manages the day-to-day commercial operations.

Primary Support: The First Stop for Most Questions

For general order questions, account help, or anything that doesn't fit a specialist department, use the primary support email below.

Email: support@mekibo.shop

Service window: Monday to Friday, 9:00 AM to 6:00 PM Pacific Time. Messages received outside these hours are queued and answered on the next business day in the order received. Our website's order status page gives you instant, self-service access to tracking and delivery details around the clock.

What Primary Support Handles

• General order questions and navigation help
• Order status updates and tracking information
• Payment or checkout issues
• Any request that doesn't map to a specialist department

First response time: Within 4 business hours during the service window.

How Primary Support Works

1. Primary support reads your request and confirms your details.
2. If the issue belongs to a specialist department, we collect the relevant information and transfer the case with a summary.
3. Straightforward requests are resolved directly, and you receive written confirmation.

Escalation: Cases not resolved within 12 business hours are escalated to the relevant department lead with full context.

What to Include

• Order number
• Name and email address used on the order
• Description of the question or issue

Specialist Departments: Get Direct Help Faster

Each specialist department below has a dedicated email and is staffed during the same shared service window (Monday to Friday, 9:00 AM to 6:00 PM Pacific Time). To get the fastest, most accurate help, send your request to the specific team that matches your needs.

Pre-Sales Assistance – presales@mekibo.shop

Need help before you order? We help you compare products and choose the right model for your setup.

Responsibilities:

• Compare products and select the right model for your setup
• Answer compatibility and feature questions
• Clarify product availability, bundle contents, and accessory details
• Assist with sizing, specs, and connection requirements

First response time: Within 2 business hours during the service window.

Handling process:

1. Pre-sales reviews the product details and your setup.
2. If the question goes beyond standard specs, we consult the brand's published documentation.
3. We provide a clear recommendation with reasoning and alternatives.

Escalation: If a pre-sales question can't be answered from available documentation, it goes to the product specialist for that brand within 4 business hours.

What to include: Product page URL or item name, intended use and device setup, and any specific compatibility questions.

After-Sales Support – aftersales@mekibo.shop

For returns, exchanges, refunds, or delivery issues after your order arrives, contact after-sales.

Responsibilities:

• Manage returns, exchanges, and refund requests
• Assist with warranty claim initiation and documentation
• Resolve delivery issues such as missing, wrong, or damaged items
• Coordinate replacement orders and return labels

First response time: Within 4 business hours during the service window.

Handling process:

1. After-sales verifies the order against your request.
2. If the issue falls under the published return policy, we issue a return authorization and send the required label.
3. Refunds are processed once the returned item is received and inspected at the warehouse.

Escalation: Issues that require a refund decision beyond the standard policy are escalated to the operations manager within 8 business hours.

What to include: Order number, item name and quantity, reason for return or issue, and photos if the item arrived damaged or incorrect.

Quality Assurance – quality@mekibo.shop

If you have a quality concern, suspect a defect, or want to report a potential authenticity issue, this team investigates.

Responsibilities:

• Investigate product quality, authenticity, and listing accuracy
• Review photos and documentation for damage or defects
• Coordinate with sourcing partners on batch-level issues
• Manage product recall notifications and safety notices

First response time: Within 4 business hours during the service window.

Handling process:

1. Quality assurance logs the report and assigns a case number.
2. We compare the item against the product listing and sourcing records.
3. If needed, we request additional photos or documentation.
4. We provide a resolution, which may include replacement, refund, or escalation to the wholesale partner.

Escalation: Defects that affect a broader batch or any suspected authenticity issue is escalated to the managing partner within 24 hours.

What to include: Order number, item SKU or serial number, photos showing the defect, damage, or suspected authenticity issue, and description of when and how the issue appeared.

Legal and Privacy – privacy@mekibo.shop

For privacy requests, data access or deletion, or legal notices, contact the legal and privacy team.

Responsibilities:

• Handle privacy requests, data access, and deletion requests
• Review legal notices and compliance inquiries
• Respond to IP or brand-related claims regarding product listings
• Manage cookie consent and data processing preferences

First response time: Within 8 business hours during the service window.

Handling process:

1. Legal privacy logs the request and verifies your identity.
2. We route the request to the relevant process (e.g., data deletion, notice review).
3. We confirm completion or provide a status update with the expected timeline.

Escalation: Any request requiring legal review is escalated to the compliance officer within 12 business hours.

What to include: Specific request type (e.g., data deletion, opt-out, legal notice), email address associated with the account, and any relevant order or case number.

Shipping Support – shipping@mekibo.shop

For delivery delays, tracking questions, or lost packages, the shipping support team coordinates with carriers to resolve issues.

Responsibilities:

• Resolve delivery delays, tracking questions, and address issues
• Coordinate with shipping carriers to locate packages
• Handle lost-in-transit claims and redirect requests
• Provide delivery estimates and shipping method details

First response time: Within 2 business hours during the service window.

Handling process:

1. Shipping support verifies the shipment status with the carrier.
2. Carrier delays are logged and monitored, with updates sent to you.
3. Lost packages are replaced or refunded according to the shipping policy after the carrier confirms the loss.

Escalation: If a shipment has no tracking update for more than 5 business days, it is escalated to the fulfillment manager for immediate action.

What to include: Order number, shipping address and preferred contact number, tracking number if available, and a description of the delivery issue.

Our Service Promise

We provide clear support before and after the order. If you're not sure which team to contact, start with primary support at support@mekibo.shop—we'll route your request to the right specialist. We're committed to helping you get the most from your Mekibo purchase.