How Can We Help?
Explore our FAQ page to access all the top tips from VGN support team. Below FAQ are some common concerns of our clients before purchasing the products.
Don’t find the answer you need? No problem, we’re always happy to help. please just send it to "support@vgnlab.com"
Products & V-HUB
Q: “Why can't the VXE R1 series mouse I purchased connect to the V-HUB?”
Due to operational needs, VGN and VXE are operating separately, and after-sales questions for VXE products can be directed to ”atk.store" for after-sales support.
It is worth noting that VXE75V2 after-sales for this product is still handled by VGN.
Q: “Why doesn't the VGN A75 Magnetic Switch Keyboard I purchased work after replacing the keycaps?”
Although all of our products support hot swapping. However, since the VGNA75 uses magnetic switches, if you replace them with mechanical switches, the keyboard will not be recognized. You need to replace the magnetic switch keyboard to use it properly.
Q: “How do I get the firmware to update my product?”
We do not provide firmware program download for a single product. You can connect the V-HUB to update the latest firmware of the product.
Q: “Why can't the product I purchased connect to the V-HUB?”
V-HUB currently only supports the following products, please check if your product is in the supported range.
Mouse: F1 S, F1 Pro, F1 Pro Max, F1 Moba.
Keyboard: V98Pro V2, S99 series, N75 PRO, VXE75 series, V87 series, S87 series. (Continuously updated)
If your product is in range but still can't connect to the V-HUB.
Please contact us and send your order number or product model number for support.
Mouse: F1 S, F1 Pro, F1 Pro Max, F1 Moba.
Keyboard: V98Pro V2, S99 series, N75 PRO, VXE75 series, V87 series, S87 series. (Continuously updated)
If your product is in range but still can't connect to the V-HUB.
Please contact us and send your order number or product model number for support.
Q: “Why can't the VGN A75 I purchased connect to the V-HUB?”
Since the VGNA75 you purchased is a magnetic switch keyboard, we did not integrate a driver for this device into the V-HUB.
To make it easier for users, we have developed a separate web driver for the A75, you can visit the web driver (https://vgn.rongyuan.tech/) to adjust various parameters of your magnetic switch keyboard.
Q: “How to switch the language of V-HUB?”
Click on the V-HUB icon at the top left corner, click on the “设置” option, and then switch to the language you want in the “语言” option.
Note that we only support Chinese, Russian, English, Korean and Japanese.
Q: “How do I check if the product I purchased is authentic?”
We are the official website of VGN and all products purchased from our website are genuine.
Currently our website does not support the function of checking the serial number of the product for the time being. Maybe the function will be updated subsequently.
Purchase & After-sales
Q: “Why can't I find individual product accessories on the website?”
We do not sell parts for our products separately at this time.
Q: “How do I get the latest offers?”
In addition to the notifications on our website, please subscribe to our emails and various social media platforms, where the latest offers will be posted on our social media platforms and also sent to your email inbox via email.
Q: “Do you support delivery to my area?”
Please check our “Shipping Policy” for details of delivery areas.
It is worth noting that the “Transportation Policy” page may not be up-to-date, if the “Transportation Policy” does not have your region, please do not be discouraged, consult our customer service may have a surprise.
Q: “I have purchased VGN products from other sources, is after-sales service provided here?”
Unfortunately, we do not provide after-sales support if you did not purchase your product from our website.
You need to contact the platform you purchased from for after-sales support.
Q: “Why did I contact customer service but no one replied?”
Your message will generally be answered within 3 business days. Please be patient.
Our customer service is online from Monday to Friday, 9:00-18:00 (China time).
Messages sent on holidays will be replied within 2 business days after the holiday ends.
Thank you for your patience.
Q: “How do I track my order?”
After we ship your order, we will send an email to you. You can track your order by the waybill number attached to the email. If you do not know how to check, please consult our customer service. Our customer service will assist you with your inquiry.
Q: “Can I cancel my order after placing it? Can I get a full refund after canceling my order?”
If an order is placed and the order is not shipped. Then you can cancel your order without liability and get a full refund.
If the order has been shipped, then you need to consult our customer service.
It is worth noting that regardless of whether the order has been shipped or not, you need to consult our customer service who will assist you in canceling your order.
Q: “When will my order ship?”
Orders will be shipped within 1-3 business days after the order is placed. If there is a holiday it will be shipped within 3 business days after the holiday ends. Thank you for your patience.
Q: “How do I initiate a refund\return\exchange request?”
You will need to consult with customer service to make a refund\return\exchange request.
