Frequently Asked Questions

The keyboard is designed as the perfect balance between gaming and creative pursuits. We invested in innovative processes that enabled us to print across the entire board. Additionally, with each drop, we've been improving the internal structures of our keyboard to produce one of the best sounding pre-built keyboards on the market.

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Sign up for our drop/restock list on our drops page and follow our Instagram and Twitter for the latest information about future releases. @higround.

68 key is the superior 65% layout. It's everything you need in the most compact form factor.

We've released a range of switches in previous drops including Gateron and Kailh red switches. Currently, our keyboards include custom pre-lubed Higround switches designed for both gaming and daily use. On Basecamp 65 we have our White Flame switches co-designed with TTC. Summit 65 switches is where we flex our innovation -- the world's first graphic printed switch.

Yes

If you think your keyboard is having issues, you may try FN + ESC hold for 5 seconds to hardware reset the keyboard.

65% keyboard = 2 packs (72 switches), Full Size keyboard = 3 packs (108 switches)

You will be charged when you place your order. All successfully placed orders will receive an email confirmation of the charges.

You will receive a confirmation email if your order was successfully placed. If you have not received a confirmation email within an hour of placing your order, it was not successfully processed. We recommend checking your spam folder as well. You will receive a shipment confirmation email with tracking information once your order has shipped. It may take up to 24 hours for tracking information to update via the carrier. If you have not received an update after 20 (U.S. Domestic) or 30 (International) days, please contact us. Please note, orders will be processed and shipped from our warehouse within 5 business days after the sale, but carriers may experience delays due to COVID-19. Please reach out if you have not received a shipping confirmation email with a tracking number after 20 days.

We currently ship to North America (US, Canada, Mexico), Asia (South Korea, Japan, Singapore, Malaysia, Indonesia, Philippines), Europe (most countries) and Oceania (Australia, New Zealand).

Shipping rates will be calculated during checkout and will depend on your shipping region. Please note, all UK customers must pay VAT at the time of checkout.For all international orders, customers will be responsible for any additional local custom fees and duties.

We're able to provide multiple payment methods at checkout. We currently accept Visa, Mastercard, American Express, Discover, JCB and Diner's Club credit cards as well as Paypal, Apple Pay, Google Pay, and Shop Pay.

All prices are listed in US Dollars.

Once an order has been picked and labeled, we are unable to edit the address or modify the items in the order. Please make sure all of your information is correct before placing your order. Preorders can only be canceled during the 72-hour period after the order is placed. If you have any questions about your order, reach out to us.

We will email you the tracking number for your package once it leaves our warehouse.

Please be aware that all international orders are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties. Any import duties and taxes are charged once the package has reached the destination country and these charges must be paid by the recipient of the package. Unfortunately we have no control over these charges as customs policies vary from country to country. If you have questions related to customs charges you are advised to contact your local customs office.

If your package has been returned to sender (Higround), we are unable to reship any returned packages at this time. We may be able to issue a replacement pending inventory availability or provide a refund if inventory is not available. If you think your package has been returned to sender, please contact us.

Please note, Higround is not responsible for lost or stolen packages. We recommend shipping packages to secure locations that have someone available to receive the package. If your package is marked as "Delivered" or shows a final scan, we are unable to file lost in transit claims or offer refunds. If you have not seen an update to your tracking after 15 (U.S. Domestic) or 20 (International) consecutive days, please contact submit a ticket using our contact form as your package may be lost. If the carrier determines the package is lost, we will either provide a replacement order (depending on available inventory) or provide a refund in full. Please note that claims cannot be submitted after 45 days (U.S. Domestic) and 50 days (International) from the original order ship date.

International delivery times can take up to 14 business days or longer depending on the shipping location. Additionally, all orders will need to pass local customs inspection. We are unable to provide an estimate for how long this process will take and have no way to reduce that amount of time. If after 30 consecutive days your package still has yet to arrive, please call your local post office and ask if they are holding it for any reason. If not, please email us with your order number and brief message to check status. If your tracking number shows your package has been delivered outside of the US, but you are still awaiting delivery; please call your local post office to see if it's being held there.Please be aware that all international orders are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties. This applies to all orders that ship outside of the United States, however the exact amount will depend on your country. Unfortunately, we are unable to calculate or pay these fees on the customer’s behalf and they are not included within the shipping fee. The customer is responsible for all fees and taxes. We are unable to provide an estimate of these fees at checkout.For higher priced items, we may require signature upon delivery. This will be noted on the product page.If you have questions related to customs charges or fees, we advise you to contact your local customs or postal office.

For UK customers, you must pay VAT at checkout.

We offer our customers the option to return eligible products within 14 days of purchase. Does not apply to limited drops.

PLEASE NOTE THAT RETURNS WITHOUT PROPER DOCUMENTATION, PACKAGING, AND/OR MATERIALS CANNOT BE ACCOMMODATED. HIGROUND DOES NOT ACCEPT ANY DAMAGED PRODUCTS AS RETURNS. RETURN ITEMS MUST BE IN THEIR ORIGINAL CONDITION BEFORE SENDING A REPLACEMENT OR REFUND. For order issues such as damaged, defective, or wrong items, please contact us.

Customers have a 14-day window, starting from the date the return label was emailed, to send their returns. Returns sent beyond this timeframe may be denied and returned to the customer.

If your order is eligible for return, please use the link below to initiate your return.

http://higrounds.returnscenter.com

Customers have 14 days from the fulfillment date to make a return on eligible products. Returns sent beyond this timeframe will be denied and/or returned to the customer.

Please note, our system will prevent return requests for unfulfilled orders or ineligible products. Only customers can submit a return request during the return window when their original order/s are fulfilled and if the product is eligible. 

Please make sure you ship your return 1-2 days after your label has been made, as the product must arrive to us before 14 consecutive days to be processed. You’ll receive your credit after the product has arrived back and is confirmed to be in its original condition and packaging. 

Please allow 5-7 business days for the refund to process.

PLEASE NOTE THAT RETURNS WITHOUT PROPER DOCUMENTATION, PACKAGING, AND/OR MATERIALS CANNOT BE ACCOMMODATED. HIGROUND DOES NOT ACCEPT ANY DAMAGED PRODUCTS AS RETURNS. RETURN ITEMS MUST BE IN THEIR ORIGINAL CONDITION BEFORE SENDING A REPLACEMENT OR REFUND.

We are unable to provide returns for international orders at this time.

At this time, we are only accepting domestic returns for full priced Always Available products. Discounted items and Limited/Collab drops will not be included for returns and are considered final sale. Final sale items will be stated under the product description. 

Customers have 14 days from the fulfillment date to make a return on eligible products. Returns sent beyond this timeframe will be denied and/or returned to the customer.

PLEASE NOTE THAT RETURNS WITHOUT PROPER DOCUMENTATION, PACKAGING, AND/OR MATERIALS CANNOT BE ACCOMMODATED. HIGROUND DOES NOT ACCEPT ANY DAMAGED PRODUCTS AS RETURNS. RETURN ITEMS MUST BE IN THEIR ORIGINAL CONDITION BEFORE SENDING A REPLACEMENT OR REFUND.

If you have received a damaged, defective or incorrect item, reach out to us with photos of the damage/defective or the incorrect item, as well as your order number. You must notify us within 30 days of receipt. We will handle it from there.

Return customers will be charged a $14 shipping label fee.



Fees will be deducted from your refund amount.

If you have received a damaged, defective or incorrect item, please submit a request here. You must include photos/videos of the damage/defective or the incorrect item, as well as your order number. You must notify us within 14 days of receipt. 

If you are unable to access the return portal, please contact us here.

Unfortunately, we are unable to accept exchanges for any purchased items. If you received a different product than ordered, please contact us for assistance.

Keyboard warranty period: 2-year after order date

Warranty only covers any defects caused during production. It does not cover regular wear and tear, including but not limited to, breakage due to abuse, improper usage, modding, water damage, etc. The Warranty also does not cover any cosmetic damage to packaging that may be caused through shipping of goods.

If you believe that your product falls under this category, send us a ticket here with your order number and issue. All issues are subject to inspection from the Higround Team.

A preorder is an order for an item in advance of production. This purchase model allows us to minimize product waste by ensuring that we are only making as many units as we need in accordance with preorder volume. Preorder windows vary by product, and the estimated ship window will be provided on the product page for each individual item.

Once a preorder is placed, the information is then shared directly with our manufacturing team. This ensures your order begins production and arrives to you as quickly as possible. Because of this, we can only accommodate cancellation requests made up to 72 hours after the preorder window closes.

To minimize the environmental impact associated with shipping our products, all items placed with a preorder item will ship alongside the preorder in a single shipment. If you need an item earlier than the quoted preorder window, we would recommend making a separate order for just the preorder item to ensure the rest of your order is not delayed.

All projected delivery windows will be shared on the product page, as each item has a different production window. Please note that orders to Alaska and Hawaii may take slightly longer to arrive.

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% APR interest, no hidden or late fees, and checking eligibility has no impact to credit. In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

Rates from 0% APR or 10-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers affirm.com/licenses.

1. Add items to your cart.
2. Check out with Shop Pay.
3. Choose to pay in 4 installments.

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your card saved on Shop Pay every 2 weeks. And don't worry you'll get an email reminder before each payment to keep you in the know.

The installments option on Shop Pay is available on debit and credit cards.

Purchases between $50-1,000 of any product with the Shop Pay Installments option on the product page can be purchased using this payment method.

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated. If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both. If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days

No, there are no late fees if you miss a scheduled payment.

If you have more questions about installment payments on Shop Pay, please reach out to us at info@higround.co.