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FAQ

Hit Box Arcade - FAQ

[Last updated: January 15, 2024]


If you do not find the information you are looking for:

  1. Check our Twitter feed or our news posts for any recent updates: https://twitter.com/hitboxarcade or https://www.hitboxarcade.com/blogs/news
  2. Visit our Discord, check the #announcements channel or use the “/help” command in the #tech-support channel: https://www.hitboxarcade.com/discord
  3. Email us: support@hitboxarcade.com

Outline

  • Ordering and Shipping
    •
  • Warranty and General Tech Support
    •
  • Hit Box
    •
  • Smash Box
    •
  • Cross|Up
    •
  • Miscellaneous


    • Ordering and Shipping

    When are pre-orders starting?

    We announce the timing of pre-orders publicly through our social media, Discord, news posts, and newsletter.

    Use the /whensmy command in Discord for up-to-date information.

    Sign up for our newsletter here: https://www.hitboxarcade.com/pages/newsletter

    When is the restock?

    This information is usually found on the product page of the item.

    Use the /whensmy command in Discord for up-to-date information.

    We also announce restock timing publicly through social media, Discord, and news posts.

    Why can I not buy more than one controller in a single purchase?

    If you wish to purchase more than one controller at a time, you will either have to do it in separate orders or if you want to purchase five (5) or more at a time, you can contact us to set up an invoice: support@hitboxarcade.com.

    Can you label my customs form as a “gift” or “sample”?

    We cannot mark the product as any special designation in order to avoid import duties.

    How are controllers shipped?

    Shipping rates are on each controller's product page. Please note, international shipping fees do not include customs/duties tax that your individual country may charge, and you may be responsible for paying them upon receipt of the product. Please check with your related agency to find out more information.

    Can I expedite shipping?

    Not at this time. Our standard shipping typically takes 2-5 business days for deliveries within the United States (excluding holiday periods or other circumstances that come with increased volume of shipments or difficulty with shipping). International orders take roughly 2-3 weeks to receive with the bulk of that time being spent in customs.

    How long does it take to ship internationally?

    International priority shipping usually takes 2-3 weeks to arrive. This largely depends on how fast your order processes through customs.

    Do I pay customs fees / duties?

    Yes. Import duties and customs fees are your responsibility. Rates and rules vary per country.

    How fast do you process orders and ship?

    Orders are routinely processed and shipped out in one business day. Delays may be caused by inaccurate shipping details or higher than usual volume. If you do not receive a shipment confirmation within three (3) business days of the confirmation of your order, feel free to contact us for updates on the status of your order at support@hitboxarcade.com.

    If your order is a pre-order, shipping usually starts about 2-3 business days after stock is received. Please refer to the restock information above for more info.

    I have not received my tracking label yet.

    You will receive your tracking information with your shipping confirmations in the same email used to complete your purchase. 
    If you do not receive a tracking email please check your spam folder. If you do not receive a shipment confirmation within three (3) business days of the confirmation of your order, feel free to contact us for updates on the status of your order at support@hitboxarcade.com.

    I want to cancel my order. 

    To cancel your order email support@hitboxarcade.com with your order number for a full refund. If your order has already been shipped it cannot be canceled and your purchase must be shipped back before a refund can be processed. If the products have not been opened or used you will be refunded the total price minus the shipping cost.  

    I put the wrong address with my order!

    We are unable to change the delivery address once it has been shipped. Please contact the delivery service with your tracking number to establish a change of address or holding of the package for pick up. 

    I refused my shipment. Can I have a refund?

    Once we have received the order back, we will issue a refund on the products but not the shipping. 

    My tracking information has not been updated in a while.

    If you live outside the US tracking information does not update once your order leaves the country. Delays are usually caused by delays at customs. If it has been more than 2 weeks since the package left the US please contact your local customs office. 

    My order was severely damaged or defective or dead on arrival.

    Please e-mail support@hitboxarcade.com with your order information and a description of the problem. We will walk you through the unit replacement process. If your package arrived damaged please take a photograph before opening it if possible. 

    My package is missing or stolen off my property! 

    You will have to file a claim with the shipping service that was supposed to send your order. Contact the shipping service and see if they can help locate your package. We are not able to refund missing / stolen packages.

    There was a problem with my order and I want a refund.

    We would like to help find a remedy and ensure you are satisfied. Please email us at support@hitboxarcade.com and we will see if you are eligible for a refund.

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    Warranty and General Tech Support


    All Hit Box, Smash Box, and Cross|Up controllers are covered under a 6 month warranty that covers normal use defects. The warranty does not cover cosmetic damages or damage after modifications to the controller. Please contact us at support@hitboxarcade.com if you need warranty assistance. 


    My controller has stopped working on PS4, PS3, or Switch

    Here are some quick steps to take to ensure your controller is working on consoles:

      • First test if a standard controller works.
      • If the standard controller does not work, the issue is not your controller. You may have to troubleshoot your console.
      • If a standard controller does work, then ensure you are using the latest firmware on your controller: https://www.hitboxarcade.com/pages/downloads.
      • After plugging in your controller, ensure you wait a little bit before pressing buttons. With Hit Box and Cross|Up, press "Home" to get your controller connected to the console. (You can simply press all the buttons on the top of the controller to make sure it connects)
      • If you are having issues with connecting your Hit Box or Cross|Up to a Nintendo Switch, please use our guide: https://www.hitboxarcade.com/blogs/hit-box/hit-box-on-switch-troubleshoot

    If your controller continues to not functioning properly, please email us at support@hitboxarcade.com with your name, order number and description of your problem. Once we have confirmed the issue we will work to get that issue fixed as soon as possible. 

    My controller has stopped working on PC

    Here are instructions to ensure your controller can work to play on PC:

    If your controller is continuing to not functioning properly, please email us at support@hitboxarcade.com with your name, order number and description of your problem. Once we have confirmed the issue we will work to get that issue fixed as soon as possible.

    I tried it out and it is not for me. Refund?

    We do not refund controllers that have been opened and used. However if you have a defective controller it will be exchanged for a replacement. Please email us at support@hitboxarcade.com so we can understand why you are dissatisfied. We have many resources to help you unlock the potential of our controllers. 

    My unit has stopped working! I have had it for a while / long time.

    We are happy to help fix your unit. E-mail us at support@hitboxarcade.com and we will help troubleshoot a remedy to the situation.

    Note: we can only help with official Hit Box Arcade products.

    My controller is modified. Can I still get help?

    Our services may be limited based on what your problem is, but we are happy to help find a solution. Please email us at support@hitboxarcade.com with a detailed description of your issue and your original order number if possible. 

    My controller is disconnecting after 8 minutes!?

    Occasionally Sony updates their controllers and we need a new firmware to match. Please check our downloads page for the latest firmware updates. If it is caused by a new update and we do not yet have an update, the temporary solution is to unplug and replug your controller between matches to prevent the timeout. This rarely happens, but if it does please notify us so we can issue a firmware fix.

    My controller disconnects randomly, or my PS4 says “Too Many USB Devices Connected.”

    This could be a cord problem. We can replace your cord. E-mail us at support@hitboxarcade.com and describe the problem in detail along with your order information.

    My controller is getting stuck in turbo mode.

    Unplug your Hit Box and plug it back in. This is caused by holding Start + a button on older models. If that does not fix it, the button may need replacing.

    My controller seems to be dropping inputs or a button does not work.

    This is usually a simple issue - either just requiring cleaning a button or replacing a button.

    Here is what you can do:
    • Take off the bottom of your controller by unscrewing the 6 screws with a Philips #1 screwdriver. (Older models may need a 2.5mm hex wrench to get some of the screws off the bottom of the controller)
    • Next, locate the defective button and reseat the quick disconnect on the button (take it off, put it back on). You may need needle nose pliers for this. Grab the wire by the metal and not by just the sheathing or plastic. And pull straight up and minimize the amount of lateral wiggling to avoid snapping the tab. Push the wires firmly into the wire clamps and make sure they are pressed into the button switch. You can test for responsiveness while your controller is still open.
    • Once reseated, check the button. If problems persist - swap the signal wire (any non-black wire, except brown for R2/L2) with any other button. Test the original button and the button you swap wires with.
    • If the problem persists with the original button on a different wire, you may need to clean your button. Here is a guide on cleaning a button: https://support.focusattack.com/hc/en-us/articles/211342103-Cleaning-Sanwa-Kuro-and-Seimitsu-Buttons
    • If the problem continues after the cleaning, you will need to replace your button.
    • If the problem persists on the suspect wire with a known good button, you may have a wiring issue.

    Use this post to help you with removing buttons/wires: https://www.hitboxarcade.com/blogs/hit-box/replacing-buttons-and-plexi 

    If you continue to have issues, please contact us at support@hitboxarcade.com.

    How do I replace my acrylic cover (plexi) or buttons?

    Follow the guide on our site: https://www.hitboxarcade.com/blogs/hit-box/replacing-buttons-and-plexi 

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    Hit Box


    Why should I buy a Hit Box?

    The core advantage of the Hit Box is that you have more deliberate control over your game, helping you make fewer mistakes in a match.  Random execution mistakes are significantly decreased when you use your entire hand for motions, rather than just your wrist or thumbs. With arcade buttons for movement and actions, your inputs are naturally faster and your reaction time is improved.  By utilizing the sensitivity of Sanwa buttons, it allows for moves to come out in the minimum amount of time possible in ways that are much more ergonomic than other controllers. The deliberate control not only yields higher consistency with your inputs, but it allows you to push the realm of what is even possible in a fighter. 

    Where do I get the latest firmware?

    Go to our downloads hub to find what you are looking for: https://www.hitboxarcade.com/pages/downloads 

    How do I play Hit Box on Switch?

    If your Hit Box is a model you received on or after June 2016, simply update the relevant firmware. Once you have updated the firmware, simply plugging it into your Switch or Switch dock should be enough.

    My Hit Box is not working on my Switch.

    First, unplug and plug your Hit Box back in. Wait a little bit, and press “Home.” If that does not work, follow the instructions in this post: https://www.hitboxarcade.com/blogs/hit-box/hit-box-on-switch-troubleshoot

    I want to use the cool Hit Box input display I see everyone using on PC.

    Use our Input Display blog to find what you are looking for: https://www.hitboxarcade.com/blogs/support/hit-box-stream-overlay-for-pc 

    Note: These input displays are PC only.

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      Smash Box


      Why should I buy a Smash Box?

      The basics:
      The core advantage of the Smash Box is that you have more deliberate control over your game, helping you make fewer mistakes in a match.  Random execution mistakes are significantly decreased when you use your entire hand for motions, rather than just your wrist or thumbs. With arcade buttons for movement and actions, your inputs are naturally faster and your reaction time is improved.  By utilizing the sensitivity of Sanwa buttons, it allows for moves to come out in the minimum amount of time possible in ways that are much more ergonomic than other controllers. The deliberate control not only yields higher consistency with your inputs, but it allows you to push the realm of what is even possible in a fighter. 
      The features:
      Smash Box offers the ability to remap your buttons to whatever layout you want, PC compatibility to play your favorite games on Steam, has a nunchuk port for those who need an analog stick, and has three (3) profiles you can switch among on the go.

      Where do I get the latest firmware and designer software?

      Go to our downloads hub to find what you are looking for: https://www.hitboxarcade.com/pages/downloads

      What is the Smash Box Designer?

      The Smash Box Designer is a software program on PC that allows you to customize your Smash Box, including but not limited to:

      Learn more in our Smash Box Designer Overview: https://www.hitboxarcade.com/blogs/smash-box/smash-box-designer

      I am having trouble with the Smash Box Designer software

      Ensure you read through the README and release notes that come with the Designer download for guidance on trouble-shooting. If the README and this FAQ do not help, please contact us at: support@hitboxarcade.com.  

      I cannot get my Smash Box to work with the Designer

      1. Use the USB-B port on the side of the Smash Box, and do not have the Smash Box plugged into anything else.
      2. Install the CH340 drivers (found the in the "drivers and help guide" folder with the Designer download).
      3. Run the Smash Box Designer in Admin mode.Specify the COM Port (at the bottom of the Designer window).
      4. Change USB ports (try using other USB ports, yes even the ones in the back of your PC).
        If you are still having issues, please use our guide: Smash Box Designer Troubleshooting.

        Which adapter do I need for my Smash Box on Switch/WiiU/PC?

        We recommend using:

        • Lossless adapter
          • Recommended adapter for Smash Box due to functionality and options.
        • Nintendo adapter
          • Best availability, overall a good adapter.
        • Mayflash (4-port) adapter [warning]
          • Requires V05 firmware (any other firmware will not allow the Smash Box to be used).
          • New Mayflash 4-port adapters come with either V06 or V07 firmware, which is incompatible with Smash Box. The firmware cannot be downgraded.
          • If you can confirm that an adapter has V05 firmware, then it will be a better option than Nintendo's adapter due to its overclocking and PC capabilities.
        • Hit Box GC adapter [discontinued]

        For full details on the adapters that are compatible with the Smash Box, please read through our Smash Box Compatibility guide.

        My Smash Box is not working on any console (GameCube, Wii, WiiU, or Switch)

        First test to see if a standard GameCube controller works on that specific console and port. If not, the issue is not your box and is most likely the console, adapter, or specific port you are using.
        If the standard GameCube controller does work, then there are a few options:
        1. If you are using an adapter, first ensure it is compatible with the Smash Box (section above) - we cannot guarantee any other adapters will work with the Smash Box. Next, make sure it is on console mode (if it has a toggle switch), and that both USB cables for the adapter are plugged in. You may have to update your Mayflash 4-port adapter - find it through our downloads: https://www.hitboxarcade.com/pages/downloads
        2. On Switch, you may have to navigate to the controller options screen through the home menu, and press L+R on your Smash Box. This can be inconsistent (an issue with the console), so you may need to reboot your Switch.
        3. Plug your Smash Box into a PC via USB. If you computer reads your Smash Box, then you most likely only need to replace the GameCube cable. Email us explaining your issue, any trouble shooting you have done, and include your order number: support@hitboxarcade.com.
        If you cannot get your controller to be read in any way, please contact us explaining your issue, any trouble shooting you have done, and include your order number: support@hitboxarcade.com.

        I cannot play my Smash Box on PC

        If you are having issues playing games on PC with your Smash Box, please use our guide: Smash Box on PC.

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        Cross|Up


        When is Cross|Up going to be released? / When can I pre-order Cross|Up?

        If you wish to be the first to know and in line for pre-orders, subscribe with your email through the Cross|Up product page: https://www.hitboxarcade.com/products/cross-up 

        Why should I buy a Cross|Up?

        The basics:
        The core advantage of the Cross|Up is that you have more deliberate control over your game, helping you make fewer mistakes in a match.  Rather than using just your wrist or thumbs, you can spread the work of movement onto both of your hands- your inputs are naturally going to be faster and your reaction time is improved. The deliberate control not only yields higher consistency with your inputs, but it allows you to push the realm of what is even possible in a fighter. 
        The features:
        Cross|Up offers the ability to remap your buttons to whatever layout you want, button options that allow you to play non-arcade games better than some modern controllers,Nintendo Switch compatibility, PC compatibility to play your favorite games on Steam, has a nunchuk port for those who need an analog stick, and has twelve (12) profiles you can switch among on the go.

        Where do I get the latest firmware and designer software?

        Go to our downloads hub to find what you are looking for: https://www.hitboxarcade.com/pages/downloads

        What is the Cross|Up Designer?

        The Cross|Up Designer is a software program on PC that allows you to customize your Cross|Up, including but not limited to:

        Learn more in our Cross|Up Designer Overview: https://www.hitboxarcade.com/blogs/cross-up/cross-up-designer

        I am having trouble with the Cross|Up Designer Software.

        Here are some tips to help make the Designer run properly with the Cross|Up:

          1. Use the USB-B port on the side of the Cross|Up, and do not have it plugged into anything else.
        • Unplug the Cross|Up from the console or PC via the USB port on the top of the controller, and only use the port on the side for the Designer. (The Cross|Up comes included with the USB-B cable needed for this.)
        • Install the CH340 drivers.
        • The Designer download should come with CH340 drivers, located in the same folder that the Designer application is in.
        • Run the Cross|Up Designer in Admin mode.
        • Right-click the Cross|Up Designer application, and select "Run as Administrator."
        • Specify the COM Port.
        • Determine which COM port your Cross|Up is using in Windows Device Manager, and select that COM port whenever you save to or load from your Cross|Up.
        If you continue to have issues, please email us at support@hitboxarcade.com with a specific description of your issue.

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        Miscellaneous

        When will there be PS5 / Xbox Series S/X Hit Boxes and Cross|Ups?

        Current compatibility
        Hit Box and Cross|Up both work for PS4 games played on the PS5. This includes PS4 versions of digital PS5 games on the PS5.

        Future roadmap
        Our current goal is to provide a hardware option for future customers as well as current PS4 Hit Box and Cross|Up users. We do not have any specifics at this time.

        We appreciate your patience and support. If you wish to stay up-to-date, please follows us on social media, join our Discord, and/or subscribe to our newsletter: https://www.hitboxarcade.com/pages/newsletter

        Where do I get the latest firmware and designer software?

        Go to our downloads hub to find what you are looking for: https://www.hitboxarcade.com/pages/downloads

        How can I play my Hit Box or Cross|Up on an Xbox One?

        Two options:
        1. Brooks Super Converter: PS3/PS4: https://www.brookaccessory.com/detail/03946072/
        2. Mod your Hit Box with a Brooks Universal Fighting Board: https://www.brookaccessory.com/detail/06960737/
          1. Go to the #modding channel in our Discord for help (check the pinned messages): https://www.hitboxarcade.com/discord

        How do I ensure I can keep my hands an body healthy while playing?

        This is not medical advice.

        Please consult a doctor or professional if you are experiencing pain or discomfort while or after playing.

        We recommend:

        I want to become the best player!

        Awesome! Be sure to check out our controller indexes to find our blog posts to help improve your gameplay:

        Is Marvel 3 coming back?

        We will see. We will see. But, for the time being, we have heard it is really fun to play on Parsec.

        Is the wooden Hit Box / Special Edition going to come back?

        We want to bring it back, we just do not know when. Follow us on social media, join our Discord, or sign up for our newsletter on our site to be the first to know when we announce it.

        I am running an event and am looking for a sponsorship from Hit Box.

        Please send us a sponsorship deck and relevant event info to: community@hitboxarcade.com. 

        I play or use Hit Box products, and am looking to be sponsored by Hit Box.

        Please send us your player deck and relevant social media, content, and achievements info to: community@hitboxarcade.com.

        I want to review a Hit Box product.

        Please send us your relevant social media and content info, as well as info of the outlet you plan on sharing your review through, to: community@hitboxarcade.com. 

        I customize, mod, and/or create my own controllers, and am looking to be licensed by Hit Box.

        Please send us your proposal to community@hitboxarcade.com. This can include but is not limited to your website, social media accounts, and relevant products or services you wish to be licensed.

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        - - - - - - - - - - - -

        If you do not find the information you are looking for:

        1. Check our Twitter feed or our news posts for any recent updates:
          https://twitter.com/Hit_Box
          https://www.hitboxarcade.com/blogs/news
        2. Visit our Discord, check the #announcements channel or use the “/help” command in the #tech-support channel:
          https://www.hitboxarcade.com/discord
        3. Email us:
          support@hitboxarcade.com
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