Frequently Asked Questions

We're happy to help you! Please send an email to help@supercritical.la


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.

We can accept Visa, Mastercard, American Express, Discover, JCB, and Diners Club. You can also pay through Apple Pay or Google Pay. 
After placing an order, you will receive a confirmation email. It contains a link to view your order's current status. If you are having trouble getting information about your order, you can always email us through our Contact Form.
Depending on your product's lead time, we may not be able to cancel or modify your order. If you need to make any modifications to your order, please reach out to us through our Contact Form right away.
Most of our apparel items include a sizing chart, so please consult the chart before purchasing. If you experience an issue, contact customer support via our Contact Form to discuss your options.
Different products have different lead times before they can be shipped out. In general, you can expect your order to ship within 5-10 business days.

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.

To request a refund, you can submit a Refund Request ticket via our contact form. We will get back to you within 2-3 business days.

Afterwards, you can ship the defective item to:

Dead by Daylight / Supercritical LA
1545 Sawtelle Blvd.
Suite 21
Los Angeles, CA 90025

Shipping costs for returned items are cannot be refunded.