30-day warranty
Eligible controller repairs are covered during your purchased 30-day warranty period.
SHADECUSTOMS SUPPORT
Warranty &
repair coverage.
Understand your coverage, what is excluded, and how to get help with your controller.
YOUR COVERAGE OPTIONS
30-day and 60-day warranties
Warranty coverage is an optional purchase. Both plans cover eligible repairs during the selected coverage period, with the same coverage terms and exclusions.
60-day warranty
The same repair coverage for a longer period. Eligible repairs are covered during your purchased 60-day warranty period.
Repairs are covered when an issue occurs during normal use and is not the result of deliberate damage or negligent use.
What is not covered?
Your purchased warranty does not cover:
- Deliberate damage or issues resulting from negligent use, including drops, throwing the controller, or liquid damage.
- Controllers that have been opened, repaired, or modified by anyone other than ShadeCustoms.
Please contact us before opening your controller or arranging a repair elsewhere. For issues outside warranty coverage, contact us to discuss whether a paid repair is available.
Original purchaser only
Warranty coverage is non-transferable. Claims must be submitted by the original purchaser using the details associated with the order.
Order cancellations
Within 12 hours of payment: You may cancel your order for a full refund within 12 hours of completing your Stripe payment. Contact ShadeCustoms on Discord within that window and include your order details.
After the cancellation window: Orders are committed to your custom build and can no longer be cancelled. Once a controller has shipped, any eligible issues are handled through the warranty and repair process.
Our current build-and-ship estimate is 4–5 weeks from purchase. If you need an update on your order, please contact us on Discord.
WE’RE HERE TO HELP
How to make a claim
Contact ShadeCustoms through our Discord and request order support. To help us review your request, include:
- Your order details and the name or Discord username used for the purchase.
- Your controller build and whether you purchased the 30-day or 60-day warranty.
- A description of the issue, including when it started.
- Clear photos or a short video, if available.
- The controller software and browser you are using, if relevant.
We’ll review the issue with you and explain the next steps for your repair request.
Contact warranty support