Copy of FAQ


>New and updated FAQ<

>Version Française<

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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Hit Box Arcade - FAQ

[Last updated: August 7, 2020]

 

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

 

Outline

  1. Ordering and Shipping
  2. Warranty and General Tech Support
  3. Hit Box
  4. Smash Box
  5. Cross|Up
  6. Miscellaneous

 

 

Ordering and Shipping

 

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 Hit Boxes / Smash Boxes shipped?

 

It is a flat rate of 20.00 USD domestic, 50.00 USD Canada / Mexico, and 75.00 USD everywhere else internationally. 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 shippy). 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 routinely ship 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, feel free to contact us for updates on your order’s status at support@hitboxarcade.com.

 

I have not received my tracking label yet.

 

You will receive your tracking information to the same email used to complete your purchase.

If you do not receive a tracking email please check your spam folder.

 

I want to cancel my order.

 

To cancel your order email support@hitboxarcade.com with your order # 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 # 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 hasn't 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!

 

If your controller is not functioning properly, please email us at support@hitboxarcade.com with your name, order # 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 # 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 a guide on cleaning a button: 
https://support.focusattack.com/hc/en-us/articles/211342103-Cleaning-Sanwa-Kuro-and-Seimitsu-Buttons

If that doesn’t work, here is what you can do:

First unscrew the screws on the bottom of your controller, and take off the bottom plate. Next, locate the defective button and 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. If that does not fix it, try swapping the button with another button on the controller and testing it. Use this post to help you with removing buttons/wires: https://www.hitboxarcade.com/blogs/news/replacing-buttons-and-plexi

 

(Older models may need a 2.5mm hex wrench to get some of the screws off the bottom of the controller)

 

How do I replace my plexi or buttons?

 

Follow the short guide on our site: https://www.hitboxarcade.com/blogs/news/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.

Learn more here: https://www.hitboxarcade.com/pages/hit-box 

 

Where do I get the latest firmware?

Go to our downloads hub to find what you’re 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 isn’t working on my Switch.

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

 

How can I play my PS4 Hit Box 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

 

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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.

Learn more here: https://www.hitboxarcade.com/pages/smash-box 

 

Where do I get the latest firmware and designer software?

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

 

I’m having trouble with the Designer software

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

 

The Designer or Firmware updater is giving me an error when trying to read from or save to my Smash Box.

Try the "Select COM Port" option (typically your box will be the bottom port in the dropdown menu), then try again. This will resolve the issue 90% of the time.

 

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

We recommend using our Gamecube Adapter - but the Official Nintendo adapter or a newer Mayflash 4-port adapter (set to Switch/WiiU mode) will also work. Be sure to have drivers updated and both USBs plugged in.

 

My Smash Box isn’t 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’re using. If the standard Gamecube controller does work, then there’s a few options:

- If you are using an adapter, first ensure it is either the Hit Box Gamecube Controller Adapter, an official Nintendo adapter, or a Mayflash 4-port adapter - 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

- 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.

- 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’ve 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’ve done, and include your order number: support@hitboxarcade.com

 

I cannot play with my Smash Box on PC

If your Smash Box is not working on PC with either an official Nintendo adapter or a third party adapter such as Mayflash, first check whether a standard Gamecube controller works if possible. If not, reinstall the necessary drivers and try again. If using a third party adapter, ensure both adapter cables are plugged in. Mayflash needs the latest firmware, find it through our downloads: https://www.hitboxarcade.com/pages/downloads

For PC support, a number of tools are available to map buttons (the same applies to standard Gamecube controllers). Steam's Generic Controller mappings, Antimicro, x360ce, and joy2key are all viable options depending on your use case.

 

I cannot get my Smash Box to work with the Designer

Here's a video on what you need to do to run the gen2 hotfix, the firmware updater, and the Smash Box Designer software: https://youtu.be/aa8_SRWIQsE 

 

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Cross|Up

 

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

Once we can confirm supply and our tests are up to our standards, we will be producing Cross|Ups and offer pre-orders. Keep an eye on our Twitter and Discord for updated news.

 

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.

Learn more here: https://www.hitboxarcade.com/pages/cross-up

 

Where do I get the latest firmware and designer software?

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

 

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Miscellaneous

 

Is Marvel 3 coming back?

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

 

How do I get good at favorite game on a Hit Box, Smash Box, or Cross|Up?

Check out our How-To content on our site: https://www.hitboxarcade.com/pages/how-to-play

And hop into our Discord and ask questions in the genre channels: https://www.hitboxarcade.com/discord

 

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

We want to bring it back, we just don’t 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’m 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 


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