Resources & Support
Frequently Asked Questions
Answers about ordering, shipping and returns, cleaning, our products, wireless connections, warranty and the partner program.
Ordering
Ordering and pricing
How do I buy MMI products?
Add products to your cart and check out on this site, or send your cart to us as a quote request. You can also buy through an authorized MMI reseller.
Can I get a quote for a large or custom order?
Yes. Request a quote with the products, quantities and any configuration you need, and we’ll reply with a written quote. MMI partners can ask for special pricing on opportunities of 100 units or more.
Which payment methods do you accept?
Credit and debit cards, through Authorize.Net’s secure payment form. MMI never sees or stores your full card number.
When is my card charged?
When you place an order, your card is authorized for the estimated order total plus 15%, to cover differences in shipping cost and other order adjustments. You’re charged only the final amount due when your order ships, and the unused part of the authorization is released.
Do you charge sales tax?
MMI collects sales tax where the law requires it, currently on orders delivered to Maryland. If your organization is tax-exempt, send us a valid exemption certificate before you order; tax is removed once your account is approved.
Do partners get special pricing?
Partner pricing applies to approved partner accounts. Apply to become a partner, and our channel team will review your application.
Shipping & returns
Shipping and returns
Where do you ship?
Online orders ship to addresses in the United States. For PO boxes, APO, FPO and DPO addresses, or deliveries outside the United States, please request a quote. Customers in Europe can also contact our European office in Haarlem, the Netherlands.
Can I ship on my own FedEx or UPS account?
Yes. Choose “Bill shipping to my FedEx/UPS account” in your cart: MMI charges no shipping, and the carrier bills your account directly. If the account can’t be used, we’ll contact you before shipping.
How long does delivery take?
You choose the carrier and service at checkout. Delivery times begin when your order ships; in-stock products usually ship sooner than built-to-order products.
What is your return policy?
Orders bought directly from MMI can be returned within 30 days for a full refund of the product price; shipping isn’t refunded. Products must be in like-new condition, with their original packaging and accessories.
Return requests after 30 days need additional approval and carry a 30% restocking fee. See the Terms of Sale for the details.
Is there anything that can’t be returned for a refund?
Yes: opened products such as mouse pads, laptop drapes and Cool Drapes, custom products, Private Eye™ monitors, and units used in biological or industrial applications.
How do I return a product?
Start with a return or replacement request and wait for MMI’s instructions: please don’t ship anything before then. Mark the RMA number on the package, and clean and disinfect the product before returning it.
Bought through a reseller? Contact the reseller about returns.
Cleaning
Cleaning and infection control
Can I clean a keyboard while it’s connected?
Yes, if the model can be locked. Locking stops keystrokes while you wipe:
- Medical Grade™ and Sealed models (Really Cool, Really Cool Touch, Slim Cool, Slim Cool Plus, E Cool): press the left and right Ctrl keys together for three seconds.
- Very Cool, Y Cool and L Cool: press Fn + F11.
- D Cool: press the down arrow and the power button at the top of the keyboard.
Repeat the same command to unlock. Its Cool and Its Cool Wireless can’t be locked. See cleaning instructions for every model.
Which disinfectants can I use?
Use facility-approved products within these limits, and follow the cleaning product’s label:
- Chlorine-based cleaners up to 10% bleach
- Hydrogen peroxide up to 3%
- Quaternary ammonium up to 2%
- Glutaraldehyde- and phenol-based cleaners
- Formaldehyde-based cleaners up to 37%
Before adopting a disinfectant across a facility, test it on a small group of products.
What should I avoid when cleaning?
Petroleum-based fluids, gasoline, turpentine or oil; acetone and abrasive cleaners or pads; bleach stronger than 10%; temperatures below 32°F (0°C) or above 158°F (70°C); and temperature or pressure sterilization unless the model’s instructions allow it.
Can keyboards and mice be immersed or autoclaved?
Use only the cleaning method approved for your exact model, and never put the USB or PS/2 connector in liquid. Don’t autoclave a keyboard or mouse unless its instructions explicitly allow it. Fitted Drapes have their own sterilization instructions in their user manual.
Why doesn’t MMI use antimicrobial additives?
An antimicrobial additive protects the product, not the people using it, and doesn’t remove soil or buildup. MMI designs keyboards and mice that can be cleaned properly instead. Why we are anti-antimicrobial.
Products
Products and compatibility
What’s the difference between Sealed, Washable and Oil-Resistant?
Waterproof Sealed keyboards and mice have continuous surfaces with no gaps beneath the keys, for frequent cleaning and liquid exposure.
Washable models keep familiar, open-style keys and are built for routine cleaning, wired or wireless.
Oil-Resistant models use silicone suited to oils, lubricants and process fluids. Compare the families.
What makes a keyboard Medical Grade™?
A keyboard built for clinical work: sealed, tolerant of approved disinfectants, lockable for cleaning, and comfortable to use with gloves. Our Medical Grade™ keyboard checklist lists all 10 requirements.
What is TruLock™?
TruLock lets staff lock a supported keyboard so it can be cleaned at the workstation, while it stays connected, without typing anything by accident. More about TruLock.
What is MagFix?
Magnets built into compatible keyboards and mice hold them on metal carts, trays and workstations, without Velcro™ or adhesive tape.
Can MMI customize a keyboard?
Yes: logos, cable lengths, colors, layouts, hotkeys and custom waterproof models. Availability depends on the model and project, and minimum quantities and engineering fees may apply. Explore customization.
Where can I find a product’s manual or product sheet?
Every product’s current product sheet, manual and cleaning guidance is in Product Resources.
Wireless
Wireless keyboards and mice
How should I charge a wireless keyboard or mouse?
Charge it only with the included USB cable, plugged into a power adapter and a wall outlet. A computer’s USB ports may not supply enough power, and may sleep and stop charging. Charge the device fully before first use.
My wireless keyboard or mouse stopped responding. What should I check?
Unplug the USB receiver (dongle) and plug it in again, or try another USB port on the same computer. If the receiver is in a USB hub:
- Plug the hub into a different USB port.
- Use a powered hub suited to high-powered USB devices.
- Or plug the receiver straight into the computer.
If the keyboard or mouse works on another computer, the problem is likely with the first computer.
How can I improve the wireless signal?
Plug the receiver into the USB port with the best reception, as close to the keyboard and mouse as possible. Keep these away from the devices, as they can cause interference:
- Wireless networking devices
- Cordless and mobile phones
- Remote-control toys
- Microwave ovens
- Cables running alongside the receiver
- Metal surfaces touching the device
- Other wireless pointing devices and receivers
Why is my wireless keyboard or mouse lagging?
Interference and weak connections cause most lag:
- Keep the keyboard and mouse within one foot of the receiver.
- Keep other electronics, such as speakers, out from between the devices and the receiver.
- Charge the devices with a wall charger, so a low battery isn’t the cause.
If everything lags while you multitask, the computer may be short of memory or processing power: close programs you aren’t using.
How do I pair a keyboard and mouse to one receiver?
Charge both devices, set them to RF mode and keep them within 12 inches of the receiver. Press Esc + M for 3 seconds to pair the keyboard to the mouse’s receiver, or press the mouse’s left button, right button and scroll wheel together to pair it to the keyboard’s receiver. Full pairing steps.
Which frequencies do MMI wireless products use?
The 2.4 GHz USB receiver uses 16 channels between 2403 and 2480 MHz, with GFSK modulation:
2403, 2407, 2414, 2419, 2422, 2426, 2436, 2439, 2441, 2445, 2453, 2459, 2463, 2466, 2473, 2480 MHz.
The white dual-mode models, Its Cool Wireless and C Mouse Wireless, also connect by Bluetooth 5.2: 40 channels from 2402 to 2480 MHz, 2 MHz apart. Both use a PCB antenna (-1.66 dBi maximum).
Warranty & support
Warranty and support
How long is the warranty?
Two years for Really Cool, Really Cool Touch, Slim Cool and Slim Cool Plus keyboards and the Mighty Mouse and Petite Mouse.
One year for So Cool, Really O’Cool, Very Cool, Its Cool, Its Cool Wireless, L Cool and D Cool keyboards, and the Mighty O’Mouse, C Mouse and C Mouse Wireless. See the Warranty Statement for every product.
What does the warranty cover?
Defects in materials and workmanship. For a qualifying failure, MMI repairs or replaces the product with the same or a comparable item. Misuse, accidents, unauthorized repairs or alterations and ordinary wear aren’t covered.
How do I make a warranty claim?
Submit a return or replacement request with the model and a description of the problem, and wait for MMI’s instructions before shipping anything. If you bought through a reseller, contact the reseller first.
How do I reach technical support?
Call +1 301.341.4900 and choose option 2 for technical and warranty support, or email [email protected]. Have the product name, model number and your purchase details ready.
Where can I get REACH, RoHS or conformity documents?
Partners with compliance access can download them from the Partner Portal. Anyone can ask MMI for the declaration that matches a specific model.
Partners
Partners and resellers
How do I become an MMI partner?
Fill in the partner application. It creates your partner account; confirm your email, and MMI’s channel team will review your application and let you know when your Partner Portal access is ready.
How do I get access to the Marketing Toolkit or compliance documents?
Sign in to the Partner Portal. If your account doesn’t include an area yet, the page you open offers a short form to ask for access.
Where can I buy from a reseller near me?
See our authorized partners and resellers, or contact MMI and we’ll put you in touch.
Can partners request demo units for a customer?
Yes. Use the demo request form and choose “I am a reseller”, then add your customer’s details.
Still have a question?
Our team can help with products, orders, cleaning and support.