Frequently Asked Questions
Have a Question? We’ve Got the Answer!
Which platforms are supported by this controller (PS5/Xbox/PC)?
- For PS5 Series controllers (Phantom | Ultimate | Rival Pro | Rival) support PS5 and PC.
Note: Adaptive trigger functionality may not be compatible with some PC games. - For PS4 Series controllers (New Edge | New Spike | Hyper) support PS4, PS5, and PC.
Note: PS4 controllers can only play PS4 games on PS5 consoles, not PS5 games. - For XBOX Series controllers (Ultra X | Ultra One | Advance | Blade) support XBOX and PC.
Are different colors or customization options available?
Yes, HexGaming controllers are available in both premium edition and make-your-own. Both types offer a wide range of color options for you to choose from.
How do I place an order? What payment methods are supported?
Go to the product page, click "ADD TO CART", then click "CHECK OUT". Fill in your personal information and proceed with payment. HexGaming accepts the following payment methods: Visa, Mastercard, American Express, Discover, JCB, Diners Club, PayPal, Apple Pay, and Google Pay.
How long after order confirmation is the item shipped?
It takes about 5–7 days to assemble and ship your customized HEX controller.
Are there any holiday discounts or promotional offers?
Yes, we often run promotions during major holidays, such as Easter, Black Friday, and Christmas. Be sure to subscribe to our newsletter or check our website regularly to stay updated on current deals and upcoming sales!
Do I need to pay customs duties on my order?
Customs duties depend on your country’s import regulations and order details. We recommend checking with your local customs office before placing an order.
Which countries do you ship to, and how is shipping calculated?
Currently, HexGaming ships to the USA, Canada, Mexico, Germany, and Japan. Countries like the UK, France, Italy, Spain, and the Netherlands will be added soon.
For Canada, Mexico, Germany, and Japan, DHL Express and standard shipping are available.
For the USA, only standard shipping is available.
Standard shipping is free. DHL Express incurs a fee (displayed at checkout).
Can I track my shipment?
Yes. You will receive an email with a tracking number once your order is shipped.
Does the controller support wireless connectivity?
Yes. HexGaming controllers support both wired and wireless connections.
Can it be used for competitive gaming?
Yes. All our custom controllers are built using official base controllers, making them suitable for pro-level competition.
What issues are covered under the HEXGAMING controller warranty?
- Lifetime Warranty: Button malfunctions, joystick drift, and other manufacturing defects.
- 6-Month Warranty: Battery failures, vibration issues, motherboard problems.
- Not Covered: Natural wear and tear, accidental damage (e.g., drops), excessive use, power issues, or unauthorized disassembly.
Who covers the shipping costs during the warranty period?
- First 6 Months: HexGaming covers round-trip shipping (provides prepaid shipping labels).
- After 6 Months, Customers are responsible for shipping costs.
- Multiple Repairs: From the second repair onwards, customers bear the shipping costs.
Is accidental damage, like dropping the controller, covered under warranty?
No. The warranty does not cover accidental damages (e.g., drops, liquid spills). In such cases, please contact Xcotton Insurance (if purchased) or opt for paid repair services.
How to apply for warranty service?
Send an email to service@hexgaming.com with your order number or serial number. If within the warranty period, HexGaming will provide a prepaid shipping label (within the first 6 months). After receiving the product, it will be repaired or replaced as appropriate.
Does the warranty period reset after repair?
Yes. Repaired or replaced products come with a new 6-month warranty starting from the date you receive the repaired product.
Can I get my controller repaired if it's out of warranty and I didn't purchase Xcotton Insurance?
Yes. HexGaming offers paid repair or replacement services:
- 12–24 Months: Replacement fee $55 + shipping $20.
- After 24 Months: Replacement fee $95 + shipping $20. Contact service@hexgaming.com for a quote.
Does the warranty cover international shipping? Can I claim warranty if I purchased the controller in another country?
Yes, international warranty is supported. However:
- Customers must bear international round-trip shipping costs (only the first 6 months' shipping is covered).
- Provide original purchase proof (e.g., order number or serial number).
How to apply for warranty if the product lacks a serial number or the order number/serial number is lost?
Contact HexGaming customer service (service@hexgaming.com) and provide the purchase platform, payment records, or other verifiable proof of purchase. The customer service team will assist you accordingly.
Does the warranty cover self-replacement of shells or buttons and other non-functional issues?
No. Any unauthorized modifications (including replacing appearance parts) will void the warranty.
Is the warranty valid if the controller was received as a gift?
Yes. Simply provide the original purchase proof (e.g., order number or invoice); purchaser identity information is not required.
Are accessories (like charging cables, shells) covered under warranty?
- Covered: Only the controller itself is covered; accessories (charging cables, shells, etc.) are not under warranty.
- Separately Purchased Accessories: Contact customer service for paid purchases.
What does the Xcotton Product Protection Plan cover?
- Malfunctions during normal use.
- Accidental damage (e.g., drops, water damage).
- Please refer to the plan description at the time of purchase for specific terms.
How to purchase shipping protection insurance?
Select “Shipping Protection” on the checkout page. The cost will be automatically added to your order total. Each order requires a separate purchase.
What should I do if the product is lost or damaged during shipping?
Contact support@xcottons.com immediately with your order number and supporting materials (e.g., shipping documentation, damage photos). Xcotton will process compensation according to insurance terms.
Will returns affect the Xcotton insurance?
Yes. If you return or exchange your product, please notify customer service to update the protection plan. In some cases, a repurchase of insurance may be required.
What is the difference between official warranty and Xcotton insurance?
- HexGaming Warranty: Covers only manufacturing defects, not accidental damage.
- Xcotton Insurance: Extends coverage to accidental damage and shipping risks, requires a separate purchase.
Can I cancel Xcotton insurance?
- Within 45 days: Full refund with no reason (if no claims have been made).
- After 60 days: Proportional refund based on remaining term, minus administrative fee (≤$50). For details, contact Xcotton Insurance Support: support@xcottons.com
How to proceed if Xcotton insurance has expired?
After expiration, coverage falls under HexGaming's official warranty. Recommended paid replacement options:
- 12–24 months: $55 replacement fee + $20 shipping.
- Over 24 months: $95 replacement fee + $20 shipping.
How long is Xcotton insurance valid? Does it match the product’s lifespan?
Insurance validity depends on the plan selected at purchase, typically 1–3 years. It does not cover the product’s lifetime. Claims must be made during the policy period.
Does the insurance cover second-hand or resold products?
No. Xcotton insurance is only valid for the original purchaser and must be bound to the product at the time of initial purchase. It becomes void after resale.
Can I file multiple claims if the product is damaged multiple times during transit?
No. Each shipping protection purchase covers only one instance of shipping risk per order. If the order is shipped multiple times (e.g., return and resend), a new insurance purchase is required.
Can I add Xcotton insurance after purchasing the product?
No. Xcotton insurance must be purchased during checkout. Post-purchase add-ons are currently not supported.
Is liquid damage covered by Xcotton insurance?
Yes. Accidental damage, like liquid spills or drops, is covered. Detailed explanations and evidence (e.g., photos) must be provided during the claim process.
What documents are required for a claim? How long does it take?
- Required documents: order number, damage photos, shipping company confirmation (for transit damage).
- Processing time: usually 5–10 business days (longer for complex cases).
No expedited service is available.
Can I renew Xcotton insurance after expiration?
Currently, renewals are not supported. Insurance is valid only for the term selected during purchase (e.g., 1 year, 2 years), and must be used within the validity period.
If only partial functions are damaged (e.g., vibration failure), can I request a full replacement?
- HexGaming Warranty: Only the damaged part will be repaired or replaced. Full unit replacement is not provided unless irreparable.
- Xcotton Insurance: Replacement or repair compensation may be provided depending on the extent of the damage.
Can warranty and insurance be used together for the same issue?
No. You must choose one:
- If the issue is covered by the warranty (e.g., manufacturing defect), use warranty first.
- If it’s accidental damage, use Xcotton insurance (if purchased).
Are second-hand purchases eligible for warranty or insurance?
- HexGaming Warranty: Only for original purchasers with valid proof. No warranty for second-hand units.
- Xcotton Insurance: Valid only when tied to the original purchase. Insurance becomes void after resale.
Are there any limits to the number or amount of claims?
- Single claim per insurance purchase.
- Claim amount cannot exceed the original purchase price (proof required).
What if I disagree with the claim result?
- HexGaming: Disputes must be resolved via email. Final interpretation belongs to the official support team.
- Xcotton: Disputes are subject to arbitration procedures outlined in the insurance policy.
Contact Information
Hexgaming：service@hexgaming.com
Xcotton Support: support@xcottons.com
