[KB-014] What is the return policy for X-Arcade products?

Product: All Products | Platform: All | Confidence: High Answer:

All Xgaming products and components, including speakers and haptics kits, are sold and shipped as brand-new units and are not intended to be provided in a used or returned condition. All X-Arcade hardware units are fully tested at the factory before being shipped to customers. Xgaming ships units with the latest internally tested firmware pre-installed to ensure the hardware is ready for immediate use upon delivery. If a customer receives a unit that appears used or dirty despite purchasing a new product, Xgaming offers the choice of a full replacement unit or a partial refund if the customer prefers to keep the existing unit. Additionally, Xgaming's order system does not allow for the processing of refunds on orders that were placed more than six months ago. Xgaming's order system does not allow for the modification of a billing address once an order has been paid, although this restriction does not impact the delivery of the shipment.

Pedestal wheels are not stocked in the local warehouse and are shipped directly from the manufacturer with an estimated delivery timeframe of 8–12 days. The Arcade2TV-XR pedestal is designed with two wheels to allow for easy repositioning and movement. Replacement middle frame pieces for the X-Arcade pedestal are also not held in local inventory and are shipped directly from the manufacturer overseas, with an estimated transit time of 12–16 days. Specific replacement parts for the stand (such as part #6) and extra assembly screws are also not stocked in the U.S. warehouse and are shipped directly from the manufacturer. Replacement power supplies for the haptics kit shipped directly from the manufacturer in Asia have a typical delivery timeframe of 7–14 days. Replacement motor mounting components and cases for the X-Force Haptics Kit are also not held in local inventory and are shipped directly from the manufacturer in Asia, with an estimated delivery timeframe of 10–14 days. The 3.5mm stereo audio cable for the X-Force Haptics Kit is not held in local inventory and is shipped directly from the manufacturer with an estimated delivery timeframe of 8–12 days. X-Force Haptics Kit speaker panels are shipped in reinforced packaging specifically designed to protect against damage during transit. The estimated delivery timeframe for replacement LED light bars shipped directly from the overseas manufacturing facility is 10-16 days. Replacement Tankstick Max wood top panels (casings) shipped directly from the manufacturer via sea freight have an estimated delivery timeframe of 25–30 days. Replacement accessory boxes for the Arcade2TV-XR are also not held in local inventory and are shipped directly from the manufacturer in Asia with an estimated delivery timeframe of approximately 10 days. The USB 3” trackball ships from California, USA. Orders can be cancelled for a refund if the request is processed before the shipment leaves the warehouse; in these cases, the refund is initiated immediately by the support team without requiring warehouse receipt confirmation. If a cancellation request is made but the warehouse is unable to intercept the shipment before it leaves, the customer must receive the package and return it to Xgaming's warehouse to receive a refund, return shipping costs are not reimbursed by the company. Xgaming does not charge restocking fees for order cancellations. For returns that are not due to a product issue or defect, such as a personal decision to return an item, the original shipping cost paid at the time of purchase is not included in the refund. Xgaming reimburses return shipping costs for duplicate or accidental shipments sent in error by the warehouse. Xgaming also allows customers to return accidentally duplicated purchases for a refund. Xgaming does not require the return of defective controller PCBs when a replacement is issued, particularly after extensive troubleshooting has been performed. Xgaming may also offer a partial refund or credit as a goodwill adjustment to customers who choose to keep their unit to avoid high international return shipping costs. Alternatively, if a customer receives a duplicate shipment due to a warehouse error, Xgaming may offer a 30% discount on the extra items if the customer chooses to keep them instead of returning them. Xgaming may also accept customer-initiated chargebacks as a method to process refunds for duplicate orders submitted in error. Returning an assembled pedestal stand requires that all components be disassembled and placed back into the original packaging in the correct order to maintain resalable, brand-new condition. X-Arcade units that are returned after being used are considered unsellable by the company; consequently, Xgaming prefers to focus on troubleshooting rather than processing a return for a used unit. Returned items must be securely packaged to prevent any damage in transit. Customers returning multiple items from the same order are permitted to consolidate them into a single return package. To initiate a return and refund for any X-Arcade hardware unit, including the Tankstick MAX, customers are required to provide a photo of the kit before it is packaged for shipping. Customers must also share the name of the shipping carrier along with the shipping tracking number or receipt with support once sent. If a shipping carrier like USPS rejects special characters in the return recipient's name, customers should simplify the name to standard English letters or use UPS, which is more flexible with non-standard characters. Xgaming utilizes a third-party warehouse for return processing; refunds are only confirmed once the package is physically located and recognized within the third-party's internal tracking system. Third-party warehouse processing of returned items can occasionally take a few weeks to be reflected in the internal system, which may delay the initiation of a refund even after the package has been delivered. To prevent duplicate shipments or logistical confusion, Xgaming requires official confirmation from the warehouse regarding a shipment's status before a refund for non-receipt can be authorized. The Xgaming internal system updates automatically once a returned package is received and checked in by the warehouse, which then signals the support team to process the refund. If a return shipment is not reflected in the warehouse system despite a tracking number being provided, customers may be asked to confirm the carrier used, the exact return address the package was sent to, or provide a drop-off receipt or confirmation showing the delivery status. Xgaming support can escalate return status inquiries internally to the third-party warehouse team if a delivered package is not appearing in the tracking system after several days. Xgaming uses Shopify as its e-commerce platform for handling orders and payments. All customer refunds are processed through the Shopify platform to the original payment method and typically appear within a few business days, though the final credit appearance is subject to the customer's bank's processing times; if the funds do not appear within this timeframe, customers should contact support for a follow-up. For customers who did not purchase their unit directly from the official Xgaming website, refunds and reimbursements are processed via PayPal rather than the original payment method. X-Arcade products are available for purchase through authorized third-party retailers including Walmart and MicroCenter; for units purchased through these channels, Xgaming may process compensation refunds via the customer's other direct accessory orders to simplify the transaction. Refunds for orders placed through Walmart are processed directly through the Walmart system. If a refund attempt to the original payment method is unsuccessful due to card restrictions or bank declines, Xgaming can issue the refund to an alternative credit card or a PayPal account. If a customer receives a notification that a refund attempt has failed, they should contact Xgaming support to have the transaction investigated and reprocessed. Additionally, if a customer is due a reimbursement (such as for shipping costs) but their original order has already been fully refunded, the payment cannot be returned to the original card and will instead be processed via PayPal. When a PayPal payment is confirmed by the customer but no corresponding order record exists in Xgaming's system, Xgaming advises the customer to contact PayPal directly to intercept the transaction or issue a chargeback/refund. To investigate unrecognized charges, Xgaming requires specific details from the customer, including a screenshot of the transaction from their bank statement, the exact merchant name shown on the charge, the full transaction date, and any order confirmation email they may have received. Xgaming advises customers to verify the merchant name, transaction date, and website URL to protect against phishing or fraudulent websites that mimic the official X-Arcade store, particularly if a bank charge does not match official product pricing. The PayPal account name 'PayPal X-ArcadeTec' is not an official Xgaming account; transactions appearing under this name are fraudulent phishing attempts and should be reported to PayPal as unauthorized. If a customer's payment is sent to a party Xgaming is not associated with, Xgaming cannot take direct action regarding that transaction. To resolve persistent checkout errors on the Xgaming website, users should clear their browser cookies and cache or attempt to complete the order using a different device, such as a mobile phone. Xgaming support can generate manual invoices to facilitate custom order adjustments, such as removing item costs or providing complimentary accessories, in addition to resolving technical checkout errors. Payments for orders and custom invoices can be completed directly on the Xgaming website using either a credit card or PayPal. Xgaming accepts debit cards for online orders if they have a major credit card logo (Visa or Mastercard); if a standard bank debit card without a major logo does not work directly, it can usually be linked to a PayPal account to complete the order. Xgaming's technical team issues replacement gift cards to customers when an original card is reported as invalid, and the support team can resend these digital cards if they are not received. The checkout error message 'Your order total has changed. Review and try again' typically occurs when a component is out of stock or when there is a technical conflict with the user's browser. If an order cannot be fulfilled due to an inventory error, Xgaming cancels the order and issues a full refund to the customer. In such cases, Xgaming honors the original discount on a future reorder of the same item once it returns to stock, provided the customer contacts support to request the price adjustment. Xgaming can also issue a refund for the price difference if a customer mistakenly applies a lower discount code (e.g., 10%) when a higher promotional discount (e.g., 20%) is active at the time of the order. Xgaming also issues partial refunds as a compensatory measure for customers whose orders are delayed or missed due to internal system or fulfillment errors. If an order is refunded but the item is still shipped due to a system error, Xgaming cannot reverse the refund on their side; instead, a new order must be created and a manual invoice sent to the customer if they choose to keep the item. Before initiating a return, please contact support to troubleshoot any issues - many problems can be resolved without needing a return. Xgaming currently offers live support exclusively via email, with all email responses handled by a human team. Xgaming's company policy is not to typically include individual names in support ticket responses, as different team members may assist on the same thread over time. Phone support is currently AI-based due to limited resources. Xgaming's diagnostic questions for troubleshooting are highly effective and are designed to identify the root cause of most hardware issues. Xgaming troubleshooting procedures are designed to distinguish between a defective (dead) PCB and a cable connection issue to ensure the correct replacement part is identified. Orders placed before Xgaming's transition to its current system may not be locatable in current records and cannot be refunded through the new system. Xgaming support can manually resend tracking information if a customer is unable to locate the automated shipping notification in their email or spam folders. Customers can update their support tickets by replying directly to the support email or by using the provided public ticket link. Xgaming maintains two distinct login systems: one for the official store website and another for the customer support portal. Replying to a closed support ticket email automatically reopens the ticket in the Xgaming support system. In cases of cosmetic or shipping damage where the customer is willing to keep the unit, Xgaming may offer a goodwill adjustment in the form of a partial refund or credit to the original payment method. When a replacement is issued for a damaged item, Xgaming may allow the customer to keep the original unit until the replacement is confirmed to be in good condition before requesting a return. Xgaming continues to provide technical support and stock replacement parts for customers even after the formal one-year warranty period has expired, as the company aims to keep gear running for years and supports customers long after the warranty whenever reasonably possible. Xgaming support provides instructional videos to guide customers through the process of replacing hardware components. Additionally, Xgaming provides installation precautions and guidance to customers via email in advance of their hardware's arrival to ensure a smooth setup process and prevent assembly errors. Xgaming performs internal testing and validation of hardware configurations, including those involving third-party adapters, to ensure compatibility and functionality before recommending them to customers. Xgaming acknowledges that for new products like the X-Force Haptics Kit, a small number of units may have issues not caught during production testing, and the company is actively investigating root causes to prevent future occurrences. Xgaming provides replacement components for hardware identified as production mismatches, such as incorrect connector sizes, once the issue is verified by the technical team. Accidental damage caused by the user during installation is not covered under the standard warranty or return policy, though Xgaming management may authorize discretionary discounts on replacement units as a case-by-case exception, particularly when the incident is reported transparently. If a customer chooses to purchase a replacement part to expedite troubleshooting a suspected defective component, Xgaming may refund the cost of the new part if it successfully resolves the issue, as this can be more efficient than processing a return of the original unit. When Xgaming provides multiple replacement PCBs for diagnostic purposes, if only one PCB resolves the issue, the customer will be asked to ship the unused replacement PCB back to Xgaming, who will provide return instructions. Xgaming may waive the return requirement for defective low-value components, such as wireless dongles, when the cost of return shipping is higher than the value of the part itself. Xgaming support may request a short video demonstrating a hardware issue to help diagnose the problem and provide a faster resolution, particularly for issues that have not been previously reported. Xgaming requires verification of a hardware issue, typically through a short video demonstration, as a mandatory prerequisite for the internal escalation and approval of a replacement unit. To diagnose persistent hardware issues, particularly when replacement parts have failed to resolve the problem, Xgaming support may request a video showing all internal cable and board connections. For accurate diagnosis of complex or persistent issues, Xgaming support may request a short video demonstrating the full setup, including physical connections, power sources (USB-C wall adapter and/or USB-B connection), Gen 2 dongle LED behavior, touch panel lights on the controller, and the unit's behavior on the PC (e.g., Device Manager). When submitting video or photo evidence for troubleshooting that exceeds email size limits, customers should upload the files to a cloud service like Google Drive or Dropbox and provide a sharing link to support. Xgaming offers customers three resolution paths for persistent hardware issues: a replacement part, a partial refund for the affected component, or a full return and refund. For hardware issues with components like the internal PCB or cabling, Xgaming's support policy offers to send replacement parts for user-assisted repair, often accompanied by compensation for inconvenience, as the fastest method to resolve the issue without requiring the customer to ship the entire unit back. Xgaming may offer a partial refund or credit to customers who choose to perform minor hardware repairs themselves (such as drilling a missing hole) as an alternative to waiting for a replacement part to arrive from overseas. In cases of control panel cover defects like bubbling or peeling, Xgaming may provide a partial refund to allow customers to purchase and apply a replacement overlay locally. When replacement parts for damaged items are out of stock and cannot be shipped immediately, Xgaming may offer a partial refund or credit as an alternative resolution. Xgaming does not apply a markup or generate profit on replacement parts shipped directly from the manufacturer to the customer; the price charged covers only the manufacturer's cost and the international air freight shipping fees. Xgaming support can generate custom orders to facilitate the purchase of replacement parts or units for customers. The estimated restock timeframe for out-of-stock hardware components is approximately 2 to 3 months. Xgaming does not offer an automated notification system for inventory restocks; customers are encouraged to contact support periodically for updates on product availability. Xgaming provides replacement components for any parts missing from the original package, such as the VR dongle, upon verification of the order and shipping details. If a customer receives an incorrect power plug, Xgaming may provide a $15 refund to cover the cost of purchasing a compatible local adapter from an external retailer. A replacement braided power cable for the Arcade2TV-XR costs approximately $5 for the part and $15 for international air freight shipping, totaling $20, with an estimated delivery timeframe of 8 to 10 days. Replacement controller PCBs for the Arcade2TV-XR are rarely defective and are typically shipped directly from the manufacturer in Asia with an estimated delivery timeframe of one to two weeks. For replacement PCBs or wiring harnesses, Xgaming first checks its local warehouse for stock. If these parts are not available locally, they are then shipped directly from the manufacturer, typically taking about 10-14 days for delivery. Required Inputs: Order information. Note that some third-party adapters may have wiring differences that prevent them from working correctly with X-Arcade hardware for certain setups. Xgaming is not responsible for adapters or dongles becoming non-functional if they are blocked by third-party console software updates. Exposure to high heat or humidity for extended periods can cause the control panel cover (decal/overlay) on X-Arcade units to bubble or separate from the surface. Xgaming offers step-by-step guidance via support tickets to help customers resolve setup and configuration issues. Xgaming does not offer phone support. Additionally, Xgaming support policy includes closing duplicate support tickets to maintain organization and ensure all communication for a single issue is consolidated within one ticket thread.