Frequently Asked Questions
We will usually respond same day on messages received Monday - Friday from 6:00am - 6:00pm PST.
For messages received on weekends and holidays, we will usually respond within 6 hours as soon as business hours resume.
If you receive a product that is damaged, broken, or defective, please reach out to us to inquire about a refund or exchange.
If you receive a defective item, reach out to us on our Contact Form with your order and product details. Before submitting a refund request, please ensure your order meets the refund/exchange criteria listed below:
Returned items must be in original condition, including packaging, tags, booklets, and labels. Clothing and accessories should be unwashed, unworn, and not modified in any way. We cannot accept returns on items not in their original condition.
Toys, games, and apparel should also be returned in their original packaging. They need to be unused and unmodified (ex: plastic wrap closed for video games).
We cannot accept returns of:
* Any product(s) not in its original condition.
* Any product(s) that is damaged, played, or is missing parts.
* Any product(s) that were sold as part of a bundle, unless the bundle is returned complete.
*We cannot accept returns for products that do not meet the return criteria listed above. Please make sure to reach out to us on our Contact Us page before shipping your item out.
*Please note, customer service reserves the right to apply a restocking fee if the item is received incomplete or in bad condition.
CUSTOM CONTROLLER REFUND POLICY
Returns and Exchanges
If you are not satisfied with your purchase, please call Customer Care for a Return Authorization (RA) number within 7 days of receipt of product. Product that has been abused may not be returned under any circumstances. For all other products, if the item is returned in the original packaging, we will exchange it or provide you with a refund based on your original method of payment.
The product must be returned to us within 30 calendar days of the issuance of the Return Authorization number. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was included with the product. All returns are subject to a 15% restocking fee. Original freight charges are not refundable.
Event Return Policy
If you are not satisfied with your purchase, please call Customer Care @ 1-800-790-7592. We accept returns up to 15 days after purchase date and require purchase receipt. Products that have been abused may not be returned under any circumstances. If the item is returned it must be in the original packaging and shipped to our facility. Return shipping costs will not be covered.
Original tax charges are not refundable.
Afterwards, you can ship the defective item to:
Dead by Daylight / Supercritical LA
1545 Sawtelle Blvd.
Los Angeles, CA 90025
Shipping costs for returned items are cannot be refunded.