Frequently Asked Questions

Where are you right now?

The Killscreen mega corporation is currently secretly headquartered in Florida, USA. 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.

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

In-stock items are typically 1-2 days. Made to order or backorder items may take 7-30 days to ship. 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 I turn on and use my Controller’s LEDs?

If you purchased a Killscreen PS5 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 do “backorders” work?

Short version: An item on “backorder” in the shop essentially just means it’s in “made to order” mode and may take an extra 30 days before it ships.

Slightly longer version: When an item goes to backorder that simply means that, in that moment, we believe we do not have any of that particular item in-stock and ready to ship. When a item that’s on backorder is purchased, instead of it already being created, we have to create it and then ship it out. We like to give ourselves a 7-30 days to do that in case we need to acquire any materials or do some extra work to make that happen. Up to and including beating the Killscreen worker gnomes with a wiffle ball bat.

Is this stuff, like, new, or what?

Yessiree, 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.

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.