Frequently Asked Questions

Where are you right now?

The Killscreen mega corporation is currently secretly headquartered just north of Vice City, Florida, USA (Tampa Bay). However plans are being developed to move operations into a structure similar in both design and function to The Black Fortress in the movie Krull.

What is a controllers “Button Action,” what are these options?

The term “Button Action” is a phrase we coined to describe the internal mechanical process or response triggered when a button on a controller is pressed. Killscreen’s most popular button action modifications are as follows:

• Default/Standard: A default controller. To use a PS5 controller as an example: A Standard PlayStation 5 DualSense with Sony’s adaptive trigger technology.
• Mouse Click (Instant) Triggers & Bumpers: AKA, clicky triggers. Killscreen’s popular shoulder button modification. Standard (for PS5: Adaptive) triggers are converted to “hair triggers” with significantly shorter travel (~2mm) and “clicky” tactile feel. Triggers and Bumpers now work, effectively, as clicky on/off switches.
• Mouse Click Face Buttons: Our “clicky” button modification for the D-Pad and Shape Buttons (Square, Triangle, Cross, Circle). Say goodbye to standard rubber membranes – we’ve upgraded them with microswitches to provide an enhanced tactile experience.
• Full Mouse Click: In short, both of the above modifications combined. Our “clicky” shoulder (hair triggers & clicky bumpers) setup, plus the face buttons (D-Pad and action buttons), resulting in a complete tactile configuration.

How do I turn on and use my Controller’s LEDs?

You should have received an insert with instructions. However, if you purchased a Killscreen PlayStation 5 DualSense controller with an LED kit and would like to know how to operate it, check out this PS5 Controller LED instructional video on our YouTube channel. Subscribe or else.

How long does it take to ship out the (super kewal) thing I just bought?

We build faster than virtually everyone out there right now (regardless of what they say). “In-stock” items typically take 1-3 days before they are shipped. Once they are shipped they take as long as the selected shipping method to arrive. Our free shipping method is via USPS, is pretty slow, and can easily take a week or more. USPS Priority shipping is up to 3 business days. While we always try to get things out fast, Priority or faster shipping does not speed up build time. It speeds up shipping time. 

Backorder items may take 30 days to ship (see “How do Backorders work?” below). Shipping for pre-orders is similar to in-stock items only they don’t become in-stock until the release date/time schedule listed with the item. Naturally, we are also at the mercy of the shipping carrier. Of course, If you have questions about your order feel free to message us.

How do “backorders” work?

Short version: An item on “backorder” in the shop just means it went out of stock and we need to acquire or create the materials required to build it and so it may take an extra amount of time before it ships. We try to put an ETA (Estimated Time of Arrival) on the listing and update it as we know more. If there is no time frame on the listing the general expectation should be at least 14-30 days.

Is this stuff new or what?

Yes, all products are built from genuine new-in-box OEM (Original Equipment Manufacturer) materials unless stated otherwise in the product description. So, for example, if you are buying a Killscreen XBox controller, its components were made from a mash-up of new Microsoft brand XBox controller and/or components combined with components made or sourced by Killscreen (in a cybernetically enhanced medieval castle on Saturn). That reminds us, if you know what we can do with thousands of empty controller boxes, let us know.

Refurbished Items

Some products like vintage or “dead stock” video game consoles are refurbished unless otherwise stated. This is due to the manufacturer no longer actively making the unit. For example, if you are buying an RGB modified “One Chip” Super Nintendo (SNES) or an HDMI modded Nintendo (NES), they will be Killscreen renewed and manufactured during their known appropriate historical timeframe. The listing will make mention of any details about the item including any potential cosmetic issues or considerations and the item may even get a grade of some kind.

How do I reach customer service?

You can use our contact form reach out to our support team. There’s also a link in the footer. We also often available via chat on the website. While we are always trying to speed up operations, we receive several messages a day so please try to be patient. It may take a couple days to get back to some requests. Randomly messaging us support requests on different social media platforms is not ideal and rarely yields valuable results.

If I break my controller will you fix it?

Yes, we will work with you to get the controller back to working order. We are able to get most controllers repaired for significantly less than the price of a new standard controller.

I saw your photos on someone else’s website, social media, etc.

Yes, it happens, unfortunately some people lack the skills and creativity to do their own work. Let us know.

Warranty Information

We are currently refining our warranty policy. However, as a standard practice, we usually provide a 90-day coverage for the general functionality of our controllers. This coverage includes any problems that we deem to be related to normal and reasonable functionality issues (defects).

So, if you throw the controller at a gorilla and he eats it we won’t repair it (for free). However, in cases where an uncommon scenario arises, such as a button ceasing to function, or any similar situation, we will certainly address it for you.

We are committed to providing high-quality controllers designed for an exceptional gaming experience. Our warranty policy reflects our dedication to customer satisfaction.

Warranty Period

All Killscreen controllers are covered by a limited warranty for a period of 90 days from the date of purchase.

What Does the Warranty Cover?

Our warranty covers defects in materials and workmanship under normal use. This includes, but is not limited to, malfunctioning buttons, unresponsive triggers, and other hardware issues.

What is Not Covered?

The warranty does not cover damage caused by accident, misuse, unauthorized modifications, or any alterations to the original product.

How to Claim Warranty

In the unlikely event that you experience an issue with your controller, please follow these steps:

1. Contact Customer Support
   • Reach out to our support team
   • Provide your order number and a detailed description of the issue.
2. Evaluation
   • Our support team will guide you through some basic troubleshooting steps.
   • If the issue persists, we may request the controller to be returned for evaluation.
3. Resolution
   • If the issue is covered by the warranty, we will repair or replace the defective controller.
   • If the warranty is void, we will provide repair options at a reasonable cost.

Returns:

If a return is necessary, please follow our Return Policy.

What is a Pre-Order?

A “pre-order” allows you to place a reservation for and/or purchase of a product prior to its scheduled release date. Products in a pre-order status are marked with a “pre-order” ribbon.

How to Pre-Order?

• To purchase a product marked with the “pre-order” ribbon, simply add it to your shopping cart.
• Just like any other purchase a credit card (or other payment method) is required to make a pre-order. Your payment method is charged immediately at the the time the order is made. This is done for several reasons. One of which is to avoid issues with credit cards expiring during the period prior to release of the product. 
• In most cases, you can pre-order an item on killscreen.io up to 4 days prior to the scheduled release date and time.
• After placing your order, you will receive an e-mail confirmation containing an order reference number. You will also be eligible to  receive any updates as needed such as notification of production, shipment, rescheduling, etcetera.

What happens if a pre-order release date changes?

Yikes! While we don’t expect this to happen it is technically possible. Pre-order release dates we list on our site are based on information we receive from publishers or manufacturers and could be subject to change. If the scheduled release date of an item that you have pre-ordered changes, or if the release is canceled all together, we will notify you via the email address on file and you’ll be refunded the amount spent for the pre-order.

Can I return my pre-order after delivery?

You may return your pre-order item within 30 days from the date it ships, as long as the item is unopened. Please check our Return & Refunds Policy for more information.

How do you use DualSense wireless controllers with PC, Mac, Android, and iOS?

Check Sony’s breakdown on how to do that.

What if I don’t see an answer to my question here?

Sorry, we’re still working on things around here. Please contact us and we’ll get back to you with an answer asap.