FAQ

Most frequent questions and answers.

AFTERCARE

We use a reverse coil process that ensures a tight coil once your receive our cable that is durable.

Our recommendation to keep your coil tight and wound is simple:
Enjoy the aesthetic of the coil, and do not excessively pull or tug on them.

Overtime, coils will lose its form and shape – especially if they are stretched and pulled on frequently.

Rule number 1:
Detachable connectors can only fit one way – DO NOT try to force any detachable connectors together

GX16
Inside the male connector, there is a small notch within the circular interior that lines up with the “cut out” on the female side

YC8
There are less visible indicators for connection on a YC8 connector. We recommend going by feel. Carefully join the two ends together and stop the moment you feel any resistance. From here, turn one side of the connector carefully while applying a very small amount of pressure until you feel the two ends meet. From here, retract the slider to lock in your connector

LEMO
This is simple. Line up the indicator dots and plug away!

Rule number 2:
Detachable connectors should NOT be rotated. If a detachable is rotated, there are risks that the cable wiring may be under immense pressure with a possibility to fail. If you need to rotate your detachable for whatever reason, we recommend unplugging your entire cable, attach the detachable connector and adjust the cable accordingly.

Similarly with our detachable connectors, we do not recommend rotating around your USB connector.

USB Connector failures often occur when your are unplugging from your device aggressively or without care.

When plugging into your devices, ensure that you are supporting the USB connector by gripping the connector on the heatshrink.

If you are unplugging your connector, apply the same principle and remove carefully by supporting and gripping the connector by the heatshrink. We do NOT recommend unplugging your cable by pulling from the cable itself.

CABLES

Typically, a USB cable should be 15ft or less. You may run into issues transmitting power with a longer cable, which may cause failures for your devices.

For devices that tend to draw a larger amount of power (i.e., lots of RGB or LEDs), 10ft or less is the most preferable for optimal performance.

Highly powered keyboards may require even shorter length cables such as the DROP CTRL/ALT (under 7ft) and HHKBs (under 8ft).

We offer a variety of cable orientations to match your specific setup. Please see all the available orientations below.

Please note: Not all custom cable makers wire their detachable connectors the same. Mixing and matching connectors with incompatible wiring may result in damage to your device.

We use GX16, YC8, and LEMO 4-pin connectors and are assigned to each pin which are physically numbered, and correlate to the way the pins are assigned to the USB connectors according to the USB spec:

  1. Ground (Black)
  2. D+ (White)
  3. D- (Green)
  4. VCC (Red)

SHIPPING

Shipping times may vary depending on the delivery address.

Canada: 3-5 Business Days
USA: 10-11 Business Days
Rest of World: 10-15 Business Days

Note: Due to COVID-19, shipping times may be increased and can be slower than the above estimated times.

We ship across the globe. Our goal is to reach as many people as we can across the world. If you do not have an available shipping method through checkout, please contact us to let us know so we can resolve the issue ASAP.

Note: Buyers are responsible for any customs and import taxes that may apply. Onyx Cables is not responsible for delays that may occur due to customs.

All cables are handcrafted and shipped from Calgary, Alberta Canada.
We also provide a Local Pickup option for Calgary locals who want to save on shipping.

We are not responsible for any lost or damaged packages during transit.
While we are fortunate that this has not happened, please contact us if you encounter any issues.

ORDERS

As long as the order has not yet shipped! Please contact us right away so we are able to revise the correct shipping information. Our response time is usually within 1 business day.

Yes! As long as your order has not yet been shipped. Please contact us right away, and we will make the correct changes to the order. Our response time is usually within 1 business day.

Please visit our Return Policy for information.

Yes! Our warranty period is 90 days.
For more information regarding our Warranty please visit our Policy.

GROUP BUY

A Group Buy (GB) is similar to a pre-order, where you (the customer) purchase a product in advance before it is available, with the understanding that it will be shipped at a later date.

Group Buys are common amongst the Mechanical Keyboard communities and others and helps with the risk/cost associated for the vendor (Onyx Cables).

We will post all necessary information on our Group Buy landing page.

We do our best to provide the most accurate delivery date for our Group Buys when they go live. Like with other Group Buys, orders for the materials are placed after the Group Buy has ended.

Things can happen. There may be shipping delays, supply shortages, and anything you can think of that can delay the delivery of your final product.

However, we will do our best to update you along the way and provide the utmost transparency.

After a Group Buy has ended, we will immediately place an order for all necessary materials to ensure we meet the estimated delivery date timeline. While we are unable to reopen the Group Buy, you can contact us as there is a possibility for purchasing extras.