Frequently Asked Questions

Higround

What makes your keyboard different

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.

Where can I download the keyboard software to customize my RGB's and macros?

When is the next drop?

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

What types of switches do you provide?

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.

Are your keyboards hot-swappable?

My number keys stopped working. What should I do?

How many sets of 36 switches do I need for my keyboard?

Orders & Shipping

When will I be charged?

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?

How much does shipping cost?

What are your payment methods?

What currency are your prices in?

Can I change/cancel my order?

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.

Where can I find my tracking number?

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?

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 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.

When will I receive my international order?

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.

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

Orders & Shipping

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?

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

To return your eligible order, please contact us at info@higround.co.

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?

What is your exchange policy?

How long is your warranty?

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, 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.

Pre-Orders

What is a pre-order?

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.

Can I cancel my pre-order?

If I order items that are available immediately along with a preorder, will they ship separately?

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.

When will I receive my pre-order?

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% 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.

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?

Which purchases can I pay in installments on?

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?

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

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