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Warranty


Warranty Information

The Hit Box, Hit Box ULTRA, Cross|Up and Smash Box are covered under a 6-month manufacturer warranty. The 6-month warranty period begins on the date of delivery.

Coverage includes:

    • Covers any defects in materials used to manufacture your product
    • Covers any defects in workmanship under normal use
    • Covers any components broken under normal use

    In the event of a defect [one or more], the following services will be offered:

      • Hit Box LLC will repair the product, at no cost, if the product is still under warranty
      • Hit Box LLC will repair any broken parts of a product using new or replacement parts
      • Defective product will be exchanged with a new product
      • The price of the product will be refunded. Refund will be processed after the product has been returned and the defect verified

    The 6-month warranty does NOT cover:

      • Damage of a product resulting from negligence
      • Damage of a product resulting from unauthorized modification* of the product
      • Damage caused by natural disaster or uncontrollable events
      • Theft or loss of the product
      • Damage resulting from defects with other hardware or software 

    PLEASE UNDERSTAND: Hit Box LLC stands behind its products and we pride ourselves on their quality. If you encounter any defects or issues outside the warranty period, PLEASE contact our support. The majority of controller issues can be fixed easily and at no cost to the consumer. While we hope customers will make additional purchases over time, we want you to make purchases because you want to, not because you have to. 

    For all warranty and customer service, please email support@hitboxarcade.com or use the contact form here. If you do not receive a response from our support team in 48 hours (excluding weekends and holidays), please check your SPAM folder and contact us again as there may be an issue with the email delivery. In your email, please provide the following:

      • 5-digit order number. This number is included in your order and shipping confirmation emails
      • Description of the issue. The more details you can provide will assist us in finding an immediate solution
      • If you are experiencing a physical defect, please provide pictures if possible
      • If your shipping address has changed since your original order, please provide your current address. Our support staff will request this information if you require new materials to be shipped

     

    *Unauthorized modification includes but is not limited to:

      • Installing any components in your controller not provided by Hit Box LLC
      • Removing any materials and components in the controller
      • Altering or modifying any components in the controller**
      • [Back to Warranty section]

    **The Hit Box Ultra includes features to customize the internal wiring to remap buttons. Following the instructions provided in the user manual and Info page will not void the warranty.

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