[KB-015] Do X-Arcade orders ship in multiple packages?

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

Side gaps on the Arcade2TV controller are a normal design characteristic when the unit is used as a standalone controller without the pedestal. Answer: Xgaming utilizes third-party warehouses for product fulfillment and shipping. Xgaming's warehouses in the US, UK, and Canada are all running and shipping out daily. Full product kits or orders may be shipped directly from the overseas manufacturer to customers if the initial U.S. warehouse inventory has sold out. Xgaming's California warehouse facility is located in San Leandro, CA, and Once an order is confirmed, shipping typically goes out within 3–5 business days and typically ship via USPS. Business or bulk orders typically ship within 3–5 business days once the order is confirmed. For business or bulk purchases, Xgaming offers consolidated shipping and provides a custom shipping quote for review prior to payment. The X-Arcade Tankstick MAX product is available for purchase in the United States. Orders for South Korea are currently fulfilled and shipped from the United States because there is no local distributor in the region, which results in higher shipping costs. Xgaming is actively seeking distribution partners in South Korea to facilitate direct shipping from manufacturers and reduce costs for the local market. Xgaming also does not have local inventory or distribution in India, which impacts marketing and sales evaluations for that region. To reduce high international shipping costs to regions like Australia, Xgaming may utilize direct dropshipping from the factory to the customer. Xgaming products are also available in Australia through a local distributor, although this distributor applies a markup to pricing and does not honor influencer discounts. Xgaming utilizes an EU-based warehouse for regional order fulfillment; if stock is unavailable at this location, replacement parts are shipped directly from the manufacturer in Asia with an estimated delivery timeframe of 1 to 2 weeks. Shipments from the UK warehouse to EU countries will incur import duty on arrival. Shipments dispatched from the UK warehouse to addresses within the United Kingdom do not incur import duties or customs fees. The EU Amazon store is expected to open around 2026 and will exclusively stock controllers; all smaller parts and add-on kits will continue to be fulfilled from the UK warehouse. Xgaming's Canadian warehouse is located in Toronto for local order fulfillment. Shipping rates for orders fulfilled from the Canada warehouse include a portion to cover the operational costs of maintaining the regional facility. Orders fulfilled from the Canadian warehouse are not subject to the tariffs that apply to shipments from the United States. For customers in Canada, the Xgaming website displays total prices in Canadian dollars (CAD) to avoid currency conversion surprises at checkout. Direct shipping from Xgaming's UK warehouse helps reduce delivery time and import friction for customers. The Tankstick Max is stocked in the UK warehouse to facilitate fulfillment to customers in Spain and other European locations. Shipping from the UK warehouse to Spain and other European destinations typically takes approximately 1–2 weeks, depending on the local carrier and customs processing. Shipping to the Canary Islands requires specific customs declarations separate from mainland Spain, which can conflict with e-commerce platforms like Shopify that do not recognize the region separately, potentially leading to postal code formatting issues. Xgaming is also actively seeking local distribution partners within the European Union to help manage regional logistics and reduce shipping costs. The UK warehouse is fully operational and stocks the Arcade2TV-XR, Tankstick Max, controllers, pedestals, and spinner kits locally, providing UK domestic shipping rates at checkout. The UK warehouse also maintains local stock of the X-Force Haptics Kit, enabling immediate fulfillment for European orders without waiting for upcoming production batches. Xgaming's UK warehouse provides direct fulfillment and shipping for the X-Force Haptics Kit to customers and partners in Italy. Invoices for orders fulfilled through the UK warehouse are generated and provided by the UK warehouse team upon request to support. For orders shipped from the UK warehouse to EU destinations, VAT is not collected at the time of purchase and is excluded from the warehouse-issued invoice; instead, the shipping carrier (e.g., UPS) provides a separate invoice or receipt for VAT and import duties upon collection at delivery. Xgaming's regional warehouses, including the US and UK locations, are replenished from the factory via sea freight; this transit method is used for large product batches and pre-order items. Once ordered items arrive at the UK warehouse, Xgaming will promptly ship the customer's order. Xgaming support can escalate order fulfillment requests directly to regional warehouses to expedite the processing and shipping of pending orders. Customers can also request that Xgaming hold their shipment at the warehouse until a later date if they will be away or unable to receive the delivery during the estimated shipping window. Customers may request to add additional components or upgrade kits to an existing order before it has been processed for shipping, allowing the items to be consolidated and shipped together. When items are added to an existing order, payment for the additional components is handled via an email-based payment request that must be settled before the items are included in the shipment. Once the payment for the additional cost is completed, the customer must notify the support team to ensure the order continues through the fulfillment process. Available components for order addition include a Trackball Repair Kit—consisting of four bolts, bearings, and three trackball shafts—as well as a complete set of replacement rubber feet for 2-player controllers. Once an order has been shipped, customers cannot add items to that order and must place a new, separate order for any additional items. Customers can also request to upgrade or switch their order to a different model prior to shipment by paying the price difference via a provided payment link. Customers may also amend their orders prior to fulfillment by removing specific items; in such cases, Xgaming will refund the cost of the removed items and adjust the shipping fees accordingly, refunding any difference in shipping costs to the customer. Additionally, Xgaming can combine multiple distinct orders into a single, consolidated shipment from a specific warehouse (e.g., the UK warehouse) upon customer request. Product pricing for orders outside the United States is higher than U.S. pricing to cover additional costs including regional warehousing, handling, international logistics, and local taxes. The Tankstick MAX is priced at $250 and the Tankstick-VR (Arcade2TV-XR) is priced at $300. European pricing for X-Arcade products typically differs from U.S. pricing to account for shipping, logistics, and regional cost variations. A customer phone number is a mandatory requirement for all shipping labels, including domestic shipments. International shipments to Canada utilize a third-party carrier and include fixed cross-border handling and customs fees. For the most cost-effective console setup for non-US customers, Xgaming recommends that customers purchase Brook Wingman adapters from Amazon rather than the Xgaming website to reduce item price and shipping expenses, while purchasing the X-Arc-ade 2-in-1 adapter directly from Xgaming. Xgaming does not manufacture third-party adapters (e.g., Brook Accessory) and does not make a profit margin on them; they are recommended or included because they are proven to be stable options for users. Direct shipping from the United United States to European locations is possible but involves high freight costs, typically reaching several hundred dollars via carriers like UPS. Xgaming's shipping policy for large items involves absorbing a portion of the carrier costs to keep rates lower for customers, and the company does not apply any markup to shipping fees. Furthermore, Xgaming does not build profit into the shipping costs charged to customers, as these prices are passed through directly to address concerns regarding high shipping fees. Replacement parts shipped internationally from the factory in Asia typically have an estimated delivery timeframe of 8-12 days. Replacement parts shipped directly from the manufacturer in Asia may be dispatched via the 4PX shipping carrier. Shipments of replacement parts from the U.S. warehouse to Canada may incur import duties or taxes depending on local customs regulations if the local Canada warehouse is out of stock. Customs charges for shipments entering the EU from the UK warehouse include VAT, import duty, and carrier brokerage fees, which are determined by the destination country and collected by the carrier (e.g., UPS) or local customs. For detailed explanations or disputes regarding customs invoices and fee calculations, customers must contact the local office of the shipping carrier (e.g., UPS) directly, as Xgaming does not receive or control these payments. However, Xgaming will work with customers to find a fair solution or provide reimbursement if a shipping system error results in incorrect tax classifications or overcharges by the carrier. Tracking numbers for Xgaming orders are not generated or provided to the customer until the item is in stock and the shipment is prepared for dispatch; orders for out-of-stock items will not have tracking information until inventory becomes available. Xgaming's operational policy is to ship pre-orders as soon as stock becomes available. For items that are in transit to the warehouse, the dispatch timeframe is approximately 1–2 weeks, with shipping occurring shortly after the inventory is received at the facility. Customers receive an automated tracking email as soon as their order ships, though the tracking link will only show movement once the carrier has physically scanned the package. Tracking information typically takes 1–2 business days to fully update after an order has been shipped. It is normal for tracking information to not show updates for a short period while a shipment is moving between facilities. High shipment volumes at Xgaming warehouses, particularly during periods of high backorder fulfillment, can cause tracking information to remain in a 'label created' or 'stuck' status for several days before the package is physically handed over to the carrier. When a shipment's tracking status shows 'label created' with no movement scans, Xgaming escalates the issue to its UK warehouse team for investigation. International tracking for replacement parts may take several days to show movement after the shipping label is initially created. Replacement parts shipped directly from the manufacturer in Asia may be dispatched via the 4PX shipping carrier. Replacement parts shipped directly from the manufacturer in Asia may be assigned a USPS domestic tracking number; in these cases, the tracking status will remain in 'pre-shipment' or 'label created' without updates until the package physically arrives in the United States and is scanned by USPS. Xgaming does not control the shipping timeline, as it is handled by the carrier. To prevent delivery issues, Xgaming's order system performs ZIP code validation and will suggest corrections if a discrepancy is detected. Xgaming support can manually update or correct the shipping address on an order upon customer request. Xgaming escalates shipping discrepancies, such as ZIP code or address mismatches between the internal order system and carrier tracking information, to the carrier team for investigation. The UK warehouse team is responsible for coordinating directly with carriers like UPS to perform address corrections and resolve routing issues for European shipments. Customers can contact UPS directly to request that a package be placed on hold for pickup, rescheduled for delivery, or rerouted to a UPS Access Point. For UPS shipments, delivery options and preferences—including address changes or redirection to an access point—can only be modified by the recipient through the UPS website or app; Xgaming and its warehouses are unable to request manual delivery changes on the customer's behalf once the package is in transit. Xgaming utilizes a third-party warehouse for fulfillment and requires that any packages returned to sender must be physically received and checked in by the warehouse before a reshipment can be processed, even if tracking shows the item has been delivered to the facility. Before reshipping an order that was returned to the sender, Xgaming support requires the customer to confirm their current shipping address to ensure the accuracy of the subsequent delivery attempt. If a package is returned to the warehouse because the customer provided an incorrect shipping address, the customer is required to pay an additional shipping fee before the order can be reshipped. If an order is returned to the sender due to a company-side data entry error or a limitation in the shipping system, Xgaming will reship the entire order at no cost to the customer. If a package redirection is not possible due to an internal system error, Xgaming will work with the customer to find the fastest and cleanest resolution to ensure the order is received. To receive reimbursement for shipping an item received in error to another customer at Xgaming's request, the customer must provide the tracking number and the total shipping cost to support. The X-Force Haptics Kit can be shipped via USPS for domestic US orders, including those to Hawaii, rather than being exclusively restricted to UPS. If a delivery issue remains unresolved or unclear with the carrier, Xgaming may hold further shipments until the situation is clarified. Xgaming initiates an investigation with the shipping carrier for packages that are stuck in transit, suspected lost, or marked as delivered but not received by the customer. For packages marked as 'delivered' but not received by the customer, Xgaming requires a wait period of two days before authorizing a replacement to allow for the possibility of misdelivery or carrier error. Third-party tracking applications (such as the Shop app) may incorrectly report an order as "delivered" even when no shipment has been created or dispatched from the warehouse, particularly for pre-order items; customers should rely on the official tracking email from Xgaming as the definitive source for shipment status. In addition to GPS coordinates and delivery photos, customers can ask the local carrier to check the driver's delivery scan to help locate a missing package marked as delivered. Xgaming may request an alternate shipping address for a replacement shipment if a carrier investigation (trace request) fails to locate a package that was marked as delivered but not received. Xgaming also allows replacement components to be shipped to an alternate address that differs from the original order's shipping address upon customer request. Xgaming provides replacement units for orders confirmed as lost or mishandled by the carrier; however, if a replacement has not yet been sent, a full refund may be processed instead once the loss is officially confirmed by the warehouse. If a replacement for a lost or mishandled package is currently out of stock, Xgaming will prioritize the replacement shipment as soon as the next production run or restock arrives. Orders that are missed or delayed due to internal processing errors are prioritized for fulfillment in the next available production or shipment batch. In certain instances, replacements may be issued at the company's discretion even if the carrier marks the package as delivered and denies a reimbursement claim. Xgaming offers general-purpose discount codes SOCIAL10 and WELCOME10 which provide a 10% discount on eligible items at checkout. Xgaming also offers a 30% military discount which can be applied at checkout using the code MILITARY. Additionally, the Tankstick VR is excluded from the 20% discount promotion (code BTA20) as the product is nearly sold out. Xgaming may suspend active promotions or discount codes for specific products when inventory levels are critically low. The TANKSTICK-VR pedestal is designed specifically for the Tankstick VR model and is not compatible with the Tankstick with Trackball or the Tankstick Max, as these models do not fit the pedestal's mounting setup. There are currently no plans to release an official stand or pedestal for the Tankstick Max; although a stand upgrade kit reached the prototype stage, the project was discontinued due to high production costs. For customers looking for a pedestal-style setup for the standard Tankstick, Xgaming suggests checking Etsy, as there are creators who make custom pedestal stands designed for wooden Tankstick controllers. Xgaming does not ship soundbars to international or overseas locations; such items included in overseas orders will be refunded. Xgaming has no plans to restock the soundbar accessory due to limited demand. Additionally, the free speaker gift promotion has concluded as of the end of the year and is no longer available for new orders. Promotional apparel such as T-shirts are event-exclusive items produced for industry shows and are not available for standard order inclusion once event-specific stock is exhausted. If a customer does not receive their game code after submission, Xgaming support can resend the Pinball FX VR code. Pinball FX VR is delivered to customers as a Meta Quest Gift sent directly from Meta, rather than as a code in an email from Xgaming. Bundled game redemptions for Arcade Ranger are delivered as a Meta Quest gift sent directly from a Meta email address, rather than as a separate redemption code from Xgaming; Xgaming support can resend the Arcade Ranger Meta Quest gift if the customer did not receive the original email. Game activation confirmation and redemption emails may be filtered into spam or junk folders. The Arcade2TV-XR is an arcade-grade controller designed to interface with external platforms such as PC, VR, and consoles; it is not a standalone game console and does not come with a preloaded library of games, though it includes two digital VR game licenses with a total value of $20. The Arcade2TV-XR controller unit includes the internal arcade controller board, joysticks, and buttons as integrated, built-in components. The Arcade2TV-XR is designed as a modular system suitable for commercial environments, such as stores offering timed play sessions, as it supports quick switching between VR, standard arcade, console, and PC gameplay. Similarly, the Tankstick with Trackball and Tankstick Max are arcade controllers only and do not feature built-in games; they require connection to an external system such as a PC, console, or emulator to play games. The Tankstick with Trackball is designed to function as a standalone controller on any desk or flat surface, and the pedestal accessory is not required for the system to operate. Xgaming does not currently offer a single comprehensive combo kit that includes all components for simultaneous VR, console, and handheld PC compatibility. The Tankstick VR (Arcade2TV-XR) controller is fully compatible with the Meta Quest 3 for VR gameplay as a standalone unit and includes the necessary wireless dongle in the box, requiring no additional hardware for setup. The Arcade2TV-XR controller can also be connected directly to a PC via USB as a plug-and-play device without requiring an additional adapter. The Arcade2TV-XR is a full 2-player setup where both sides are fully configurable and ready for multiplayer games. The Arcade2TV-XR system was designed specifically for 2-player fighting and beat 'em up games. The Arcade2TV-XR does not have a dedicated power switch; it powers on automatically when connected to a power source and must be unplugged to fully power down. Using a power strip with a switch is recommended for easier power management. The Tankstick-VR controller and X-Force Haptics Kit function as a standalone setup; the pedestal is an optional accessory for mounting and arcade presentation and is not required for the system's electronic or haptic functionality. The X-Force Haptics Kit is sold exclusively through the official Xgaming website and will not be available for purchase through Amazon UK or Amazon Germany. The initial production run for the X-Force Haptics Kit has been fully allocated, and subsequent orders are fulfilled through later shipment batches. X-Force Haptics Kits are shipped locally within Canada only while limited regional stock remains; once this inventory is exhausted, Canadian orders will be fulfilled from the United States, which involves significantly higher shipping costs. The Gen2 Wireless Dongle is also stocked in the Ontario, Canada warehouse to provide lower shipping rates for regional customers. The X-Force Haptics Kit is shipped as a separate package from the main Arcade2TV-XR bundle. By default, all items in an order containing an X-Force Haptics Kit are shipped together once the kit is ready, though customers can request to have available accessories shipped ahead of the haptics kit. For the Arcade2TV-XR bundle, the controller, the adjustable pedestal, and the X-Force Haptics Kit are all shipped in separate packages and frequently arrive on different days; it is possible for one component to be delivered before the others have even been dispatched from the warehouse. Orders for the Arcade2TV-XR pedestal stand only (without the controller) are shipped as a single box. Automated system notifications for Arcade2TV-XR related orders may mention two shipping boxes by default because the full bundle consists of a controller and a pedestal that ship separately; customers who purchase only one of these components may still see this two-box reference in their automated system emails. When an order consists of multiple packages shipped together, carriers like UPS may occasionally separate the boxes during transit, resulting in packages from the same shipment arriving on different days. The controller package measures 72.5 x 52 x 25.5 cm and weighs 12.8 kg, while the pedestal package measures 78.2 x 52 x 25.5 cm and weighs 19.5 kg. For the Arcade2TV-XR, the only assembly required by the customer is the pedestal, following printed guidelines included in the pedestal box and checkout videos. Orders shipping in two separate boxes (controller and pedestal) will receive two distinct tracking numbers once they are shipped. When a customer's order includes multiple items or ships in multiple packages, support may require separate order numbers, confirmation emails, or references for each individual component to locate it in their system. Additionally, for replacement shipments of orders placed through third-party retailers like Walmart, Xgaming cannot automatically generate the shipment in their system. To process a replacement shipment, customers must provide the recipient's name, shipping address, and a phone number. Digital redemption codes for bundled games are printed on the back of the user manual. Xgaming support can verify the status of bundled game codes and ensure they are correct if the customer provides the redemption code found on the back of the user manual. To investigate the status of bundled VR game redemptions, Xgaming support requires the email address associated with the customer's Meta account or the specific redemption code entered into the activation system. Meta's platform only allows a game redemption to be sent once per account; Xgaming cannot reissue or resend these codes once they have been processed through Meta's system. Game activation confirmation and redemption emails may be filtered into spam or junk folders. When a bundled game gift is resent by support, the customer will have multiple gift emails from Meta in their inbox as the new email does not replace the original. These game gifts can be redeemed using any Meta account linked to the headset, regardless of which email address received the initial gift notification. Meta gift links for bundled games expire if they are not redeemed within a specific time window. To redeem a Meta Quest gift, users should use a PC browser to visit the game's Meta store page, select 'More', and click the 'Redeem gift' button. Xgaming support can verify the delivery status of bundled game codes sent via Meta Quest through their internal tracking system. Xgaming provides reimbursements to the original payment method for customers who independently purchase bundled games, such as Arcade Ranger or Pinball FX VR, instead of using the provided redemption codes. Additionally, Xgaming offers a $5 refund for the licensing portion of a bundle price if the customer already owns the included Pinball FX VR game license. Xgaming may also provide a $20 refund as a resolution for customers when technical issues with the game redemption system prevent the direct delivery of bundled VR games.