FAQ

🚚 Orders & Shipping

How long does it take to process my order?
All orders are processed within 1–3 business days. During busy periods or product launches, processing may take slightly longer, but we always work to get your order out as quickly as possible. ⚙️📦

How long does delivery take?
Standard delivery typically arrives within 7–14 days, depending on your location and the product you ordered. Some items may arrive sooner, and tracking updates are provided as soon as your order ships. 🌍

Do you offer faster shipping?
Yes — we offer a Premium Shipping option at checkout. This method provides priority handling, faster transit times, and enhanced tracking updates for a smoother delivery experience. ⚡✈️

Do you ship internationally?
Yes — we ship worldwide. Delivery times vary by region, but all international orders include full tracking. 🌎

Do you offer tracking?
Absolutely. Every order includes full tracking, and you’ll receive your tracking link by email once your item has been dispatched. 🔗📦

Why did my order arrive in separate packages?
If you ordered multiple items, they may ship from different fulfilment centres. This helps us deliver your items faster and avoid delays. 📬✈️

🎮 Product Information

Are your controllers authentic?
Yes. We source directly from official brands & authorised distributors . Every product is brand‑new, original, and covered by manufacturers warranty. 🔒

Do your controllers work on all platforms?
Each controller lists its compatibility (Xbox, PlayStation, Switch, PC, Mobile). Check the product page for full details. 🖥️🎮📱

Do you sell modded or customised controllers?
We sell a range of premium controllers and premium modding parts for official controllers on all platforms. Custom builds are coming soon. 🔧✨

🔁 Returns, Replacements & Warranty

1. Faulty or Damaged Items
If your item arrives faulty, damaged, or not working as expected, we will resolve the issue quickly with either a replacement or a refund.

To verify the fault, customers must provide clear video evidence showing the issue. This allows us to confirm the problem and process your claim without delays.

Video Evidence Requirements
Video must be submitted within 7 days of receiving your order.

Claims made after 7 days may not be eligible, as we cannot verify the condition of the item.

Returning Faulty Items
In most cases, faulty items do not need to be returned once video evidence is verified.
However, Scrub Gaming reserves the right to request a return for inspection.
If a return is required, the customer is responsible for shipping the item back to us.

Refunds or replacements are issued only after:

  • Video evidence is approved, and
  • Any requested return has been received.

2. Change‑of‑Mind Returns (14‑Day Return Window)
If you change your mind, you may return your item within 14 days of receiving it.

To qualify:

  • The item must be unused, undamaged, and in its original packaging.
  • The customer is responsible for return shipping costs.
  • A refund is issued once the item is received and inspected.

Scrub Gaming does not provide prepaid return labels for change‑of‑mind returns.

3. Refund Eligibility
Refunds are offered for:

  • Items that arrive faulty
  • Items that arrive damaged
  • Items that do not match the description
  • Orders lost in transit
  • Approved 14‑day returns
Refunds are processed only after:

Video/photo evidence is verified (for faulty/damaged items), or

Returned items are received and inspected (for 14‑day returns).

Refunds are not issued for:

  • Items returned without approval
  • Items returned outside the 14‑day window
  • Items showing signs of use or damage not reported within 7 days
  • Items not returned when required

4. Replacement Policy
If you prefer a replacement instead of a refund, we will send a new item at no extra cost once your video evidence is approved.

Replacements are the fastest way to resolve product issues.

If a return is required before a replacement is issued, the customer is responsible for return shipping.

5. Warranty Coverage
Most controllers include a 12‑month manufacturer warranty.
Modding parts and accessories follow the warranty terms set by their respective brands.

Warranty claims may require:

  • Video evidence
  • Photos
  • Return of the item (customer‑funded shipping)

6. Important Notes
Refunds are not automatic and must be approved.

Refunds are not issued for items already shipped unless returned.

Cancellation requests must be made before fulfilment.

Once an order has shipped, it cannot be cancelled — only returned under the 14‑day policy.

Customers who do not return items when required are not eligible for refunds.

🔐 Payments & Security

Is my payment secure?
Yes. All payments are processed through Shopify’s encrypted checkout, supporting major cards and secure payment methods. 🔐

Do you store my card details?
No — we never see or store your payment information. 🧾

📨 Order Issues

I entered the wrong address — can I change it?
If your order hasn’t shipped yet, we can update your address. Contact us as soon as possible. 🏠✏️

My tracking hasn’t updated — what should I do?
Tracking can take 2–5 days to update depending on the courier. If it hasn’t updated after 7 days, message us and we’ll investigate. 🔍

🌍 General

Do you offer discounts or bundles?
Yes — we run seasonal sales and bundle deals on controllers and accessories. Follow us on social media for updates. 🎁🔥

Do you ship internationally?
Yes. We ship worldwide. 🌎