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Returns & Exchanges

If you are not satisfied with your purchase, please email or call us at 800-214-4342 within 7 days of delivery. 

Please identify what is wrong with the controller and if you are looking for an exchange or refund. Product that has been abused or shows signs of wear or damage 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.

Receiving a controller with incorrect parts

 If you receive an incorrect controller or a controller missing specifically ordered parts, please email within 7 days of receiving your controller. In the email to customer support, please list what is incorrect with the controller and also include your order number. After emailing customer support, you can either send it back to our office and a new controller will be sent / or you can keep the controller and be refunded for the missing parts.

Receiving a damaged or defective controller

If you receive a controller that is not working properly, please email Please be sure to include the first and last name on the order and also your order number. The item can either be exchanged for a properly working controller or you can be provided with a refund. Original sales receipt must accompany returns. Please ship the controller back in its original packaging.

Restocking Fee of Returned Controllers & Cancelled Orders

If you buy a controller which is delivered to your home and decide you no longer want the controller, there will be a restocking fee. If the controller was built in our 3D Builder, there is a 30% restocking fee. All other controllers on our website have a 15% restocking fee. These are controllers that were not created in our Custom Builder. A restocking fee is necessary as all controllers are hand built and many contain unique parts such as gamer tags and rapid fire which cannot be re-used by the company.

If you would like to cancel your order that was made using our interactive builder,  and are within your processing time there will be a mandatory 20% restocking fee. If you are outside the processing time, the order can be refunded and marked as cancelled with no restocking fee. Again this is necessary as all orders are made to order and all parts associated with your order will be thrown out. 

Shipping Charges for Returns

If you are shipping back a controller for a repair/exchange due to incorrect parts or a defective controller, Custom Controllerzz will refund you for the shipping charges or provide you with a prepaid label. A receipt must be supplied to Custom Controllerzz for the refund to be made back to your account. Customer is responsible for all shipping costs if seller is not at fault.

Refund Method

If you return a controller within 7 days of delivery and are approved for a refund, a refund will be sent once the controller is received back and fully tested in our office. You will be refunded back to the original payment method used.