Support // FAQ
General
Who are we?
We are 4 people based in San Francisco, managing design, manufacturing, fulfillment, customer service, marketing, sales, and logistics.
We love keyboards and want to share our passion with the world!
When does Parallel restock its products?
We offer seasonal product launches or "drops" a few times a year. Typically once a keyboard model has sold through, there are no set plans to run it again. We want to create as many refined and unique designs as we can.
However, there will occasionally will be extra units or "B-stock" units which have slight imperfections that we list at a discount throughout the year, typically after a given model has sold through.
Where to find the latest news?
We post updates and news through the following channels:
Instagram
Discord
Newsletter/Info
What are the essential parts of a mechanical keyboard?
Keyboards vary in terms of components, but generally, our keyboards will require the following components:
1. Keyboard Case (ie. Sequence or Portal).
(Please note, all case purchases include a 35A O-ring, FR4 switch plate, feet, DB+JST set, and Hi-Chew)
2. Printed Circuit Board (PCB) (ie. Hotswap or Solderable)
3. O-Ring (mounting system)
4. Daughterboard + JST Cable (DB+JST)
5. Switch Plate
6. Keyboard Switches
7. Keycaps
(Please note, we do not offer keycaps and those shown in photos are mock-ups only)
8. Keyboard Stabilizers
(Please note, we do not offer stabilizers)
Do Parallel keyboards support your OS?
Parallel PCBs come preloaded with an OS-agnostic BIOS, meaning, regardless if you have a Mac or Windows computer, your keyboard should be plug and play after it's all put together!
Portal (Keyboard)
How to assemble the Portal?
Our friend, Captain Sterling, has created a short video demonstrating how to assemble both our Sequence and Portal keyboards, including a sound test with our Pewter switches!
If you would like a more comprehensive guide, please visit the video above by Alex Otos! Here, Alex demonstrates how to assemble the Portal using a solderable PCB, but the build only differs for hot-swap PCBs in that you will be able to directly insert your switches without a solder.
Assembly for the Sequence keyboard is nearly identical to the Portal keyboard, excluding the weight installation.
How to configure your Portal's keymapping?
(To put your Parallel PCB into DFU (Bootloader) mode, either hold ESC before connecting to your computer or press the button on the backside of your PCB)
Base Keymap (Layer 1) (Note: Apple logo translates to the Windows key for Windows OS)
Base Keymap (Layer 2) (When holding either of the keys labeled "MO1" in Layer 1, you are then accessing the second layer pictured below)
You can find some community generated guides below by Austin V (VIA) and MechMerlin (QMK).
How to install/remove the PCB properly?
Why do we recommend lubricating your stabilizers and how?
Take a look at Taeha Types video below for more info and how to do it yourself!
Will there be standalone weights?
We plan to have a small batch of weights available after Portal stock has been sold through. Keep an eye out for updates!
Sequence (Keyboard)
How to assemble the Sequence?
Our friend, Captain Sterling, has created a short video demonstrating how to assemble both our Sequence and Portal keyboards, including a sound test with our Pewter switches!
If you would like a more comprehensive guide, please visit the video above by Alex Otos! Here, Alex demonstrates how to assemble the Portal using a solderable PCB, but the build only differs for hot-swap PCBs in that you will be able to directly insert your switches without a solder.
Assembly for the Sequence keyboard is nearly identical to the Portal keyboard, excluding the weight installation.
How to configure your Sequence's keymapping?
(To put your Parallel PCB into DFU (Bootloader) mode, either hold ESC before connecting to your computer or press the button on the backside of your PCB)
Base Keymap (Layer 1) (Note: Apple logo translates to the Windows key for Windows OS)
Base Keymap (Layer 2) (When holding either of the keys labeled "MO1" in Layer 1, you are then accessing the second layer pictured below)
You can find some community generated guides below by Austin V (VIA) and MechMerlin (QMK).
How to install/remove PCB properly?
Why do we recommend lubricating your stabilizers and how?
Take a look at Taeha Types video below for more info and how to do it yourself!
Accessories
What are Pewter switches optimized for?
Pewters are designed to be the "least tactile" tactile switch. They're great for people who'd like a little bit of tactile feedback when typing without the "bump" being too overstated.
Check out filled types video below to see how they sound!
How and why should you lubricate your switches?
Please note that lubricating your switches (66-68 switches with our 65% keyboard PCB) is a time-intensive process so it is important to know if it's right for you! Take a look at Taeha Types in-depth video detailing why and how to lubricate your switches!
What's the difference between hot-swap and solderable PCBs?
Hot-swap is a modular configuration of a PCB that allows you to replace your keyboard switches without the use of a soldering tool.
Solderable is a PCB configuration that requires a soldering tool in order to affix your keyboard switches to the PCB. Soldering your keyboard offers benefits related to response time and switch-feel consistency, but comes with drawbacks if you want to change your keyboard switches or plate.
What's the difference between our switch plates?
We offer different switch plates as each material offers a variation between aesthetics, typing-feel, and sound.
With regards to feel, polycarbonate is the softest plate we offer, so it offers the most flex when typing. FR4 is moderately flexy, whereas aluminum and carbon fiber are stiffer in comparison, but still offer a modest amount of flex when typing.
What's the difference between our O-Rings?
Our O-Rings vary based on hardness (30A, 35A, and 40A). Hardness is inversely correlated to “bounciness” or “feel” of typing on the keyboard.
Troubleshooting
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Shipping
When do we ship?
We pack and ship our orders everyday, so you should expect a shipping notification approx. 24 hours from submitting your order.
There are special situations in which we will need to follow up with you if we need additional details regarding the shipping address or if there is an associated lead time on a product which will result in a delay.
Who are our carriers?
We ship via the following carriers based on destination country:
1. USPS - Domestic Orders & Select Countries
2. UPS - International Orders
3. DHL - International Orders
What's the est. shipping time for each carrier?
1. USPS Domestic
-1 to 4 business days
2. USPS International
-Varies based on destination country, 1-5 weeks
3. UPS International
-1 to 5 business days
4. DHL International
-1 to 5 business days
Pre-Orders
What is a Pre-Order?
A pre-order is an option offered for our newer products that allows you to pre-purchase the product before it is live and receive it once it is launched.
Many of our products are made-to-order, and the pre-order model ensures we’re able to produce just the right amount of custom orders needed.
Why join a Pre-Order?
Joining a pre-order will guarantee that you receive the model, color, and configuration that you’d like. This model allows Parallel to offer more options and customization to each product we release.
How long will our Pre-Orders be open?
This will be specified in the announcement, but generally there will be a limited number of slots available or a finite window of time.
What is the expected elad time for a Pre-Order?
Generally, there will be a 2-5 month lead time between when the order is placed and when it is shipped to the customer. There will be regular progress updates on each products pre-order page.
How do I hear about new Pre-Orders?
We post updates and news through the following channels:
Instagram
Discord
Newsletter/Info
Customer Support
Do we accept returns?
Parallel does not offer returns or cancellations for completed orders. In the future, if the company has more time and resources we may offer order cancellations or refunds with a restocking fee.
What to do if your order arrives damaged or missing items?
We’ll work to resolve any case which involves an order that arrives damaged or missing items.
Contact support@parallel.limited with details (order no., pictures, and description) and we'll work hard to get it resolved as soon as we can!
Something wrong or your question isn't answered here?
Reach out to support@parallel.limited and we'll try our best to help out!
Contact Us
For Business Inquiries
Reach out to team@parallel.limited!