FAQ

Higround FAQ

What makes your keyboard different?

We invested in innovative processes that enabled us to print across the entire board, just like a graphic tee. The keyboard is designed as the perfect balance between gaming and creative pursuits.

When is the next drop?

Sign up for our drop/restock list here and follow our Instagram and Twitter for the latest information about future releases.

Where can I download the keyboard software to customize my RGBs and macros?

You can download the software here.

Why are 68 keys better for me than a full keyboard?

68 key is the superior 60% layout. It's everything you need in the most compact form factor AND it has an arrow key.

What types of switches do you provide?

We currently offer Gateron Red and Kalih Red switches. We know that it's the best for both gaming and daily use. BUT as we start to grow, we'll release multiple options.

Are your keyboards hot-swappable?

Yes! Most of our keyboard drops are hot-swappable. To know if a certain keyboard is hot-swappable, check out detailed product specs in the description. 

My number keys stopped working. What should I do?

If your number row suddenly stopped working, you may have accidentally toggle NUM LOCK. To toggle on/off press FN + LEFT CTRL. 

Orders & Shipping

When will I be charged?

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

Where is my order?

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.

Where do you ship?

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).

How much does shipping cost?

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.

What are your payment methods?

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.

What currency are your prices in?

All prices are listed in US Dollars.

Can I change/cancel my order?

Once an order has been placed, 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. If you have any questions about your order, reach out to us.

Where can I find my tracking number?

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

Will I have to pay for custom fees and import duties on international shipments?

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.

What if my package is return to sender?

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.

What if my package is lost or stolen?

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 20 (U.S. Domestic) or 30 (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 90 days from the original order ship date.

When will I receive my international order?

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.

If I’m shipping to the UK, when will I pay for VAT?

For UK customers, you must pay VAT at checkout.

Returns & Warranty

What is your return policy?

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.

Do you offer returns for international orders?

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

What returns meet the return policy requirements? How do I start my return process?

To return your eligible order, please contact us. Please provide your order number, return reason, item/s you are returning and qty.  

Returns must be made within 14 days from the order date. If your return is eligible, we’ll send a return label to the email address in which you ordered from. 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 refund after the product has arrived back to our warehouse and is confirmed to be in its original condition and packaging. Please allow 5-7 business days for the refund to process. Note that you’ll be responsible for the return shipping cost

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.

What if my order is damaged, defective or incorrect?

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.

What is your exchange policy?

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

How long is your warranty?

Keyboard warranty period: 1-year after order date

All other products (keycaps, jelly bag) 3-month after order date

What happens if my product breaks and is under warranty?

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, water damage, etc. The Warranty also does not cover any cosmetic packaging damage 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.

Installments on Shop Pay

What does the option to pay with installments on Shop Pay mean?

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% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

How does paying in installments on Shop Pay work?

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.

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

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

Which purchases can I pay in installments on?

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.

My installments payment using Shop Pay was rejected - why?

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

What happens if I partially or fully cancel my order that was paid in installments?

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

Are there late fees?

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

Will this affect my credit score?

No, if you choose to pay in installments through Shop Pay, there will be no impact to your credit score. For Shop Pay installments, Affirm will not report to credit bureaus.

I have other questions on paying in installments on Shop Pay.

If you have more questions about installment payments on Shop Pay, you can refer to help pages here or here.

Fraud Protection

Who is NoFraud?

NoFraud is a fraud prevention solution for eCommerce businesses. They screen transactions on behalf of businesses and alert them if they find a transaction is at high risk for fraud. This protects consumers against unauthorized credit card use and protects businesses against fraud chargebacks.

Why am I getting an email/call/text message from NoFraud to confirm a transaction?

You received an email from NoFraud because your transaction had irregular shopping characteristics and/or elevated risk. NoFraud wants to confirm the transaction was made by the authorized cardholder.

After I confirm the transaction, do I need to do anything else?

After you confirm the transaction there is nothing else you need to do unless you have been asked by a fraud analyst to provide additional information.

Will NoFraud ever ask me for my personal information?

NoFraud will never ask you for your full credit card number, social security number or any other personal information.

Will my order be delayed?

In most cases, as soon as your response is received, your order will be released for processing.

I did not make the transaction and neither did anyone that has access to my credit card/payment account. What do I do now?

After confirming that the transaction was truly unauthorized, we recommend that you contact your credit card company/payment account and inform them that your card has been compromised. Review the latest transactions on your account to ensure there is no other fraudulent activity to report. Your financial institution will likely put a hold on all future purchases from the compromised card/account and issue a new one for future use.

My order was canceled by NoFraud, and I believe it was a mistake. What should I do?

Please reach out to our support contact page with your order number and we can assist you from there.