FAQ


We're looking forward to answering any questions you have with our customer service channels!

hitboxes@gmail.com
@hit_box
https://www.hitboxarcade.com/discord

How are Hit Boxes / Smash Boxes shipped?

Hit Box and Smash Box controllers are shipped through USPS Priority mail. It is a flat rate of 20.00 USD domestic, 45.00 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 product. Please check with your related agency to find out more information.

Can I ship other shipping services (UPS / DHL / FedEx)?

Our shipping options are currently limited to only USPS priority.

Can I expedite shipping?

Unfortunately not, however, USPS Priority shipping typically only takes 2-3 business days for deliveries within the United States. International orders take roughly 2-3 weeks to receive with the bulk of that time being spent in customs.

How fast do you process orders and ship?

We usually ship within one business day. If it has been longer than one business day we are likely experiencing a large volume of business or are tied up. Feel free to contact us if you would like updates on your order’s status at hitboxes@gmail.com.

Why can't I buy more than one item in a single purchase?

Our site and shipping rules aren’t set up to handle shipping multiple large items. To purchase more than one item, you will have to purchase them separately.

How long does it take to ship internationally?

International USPS Priority shipping usually takes 2-4 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.

I refused my shipment. Can I have a refund?

Once we receive the unit back, we can refund the cost of the controller (not the shipping cost).

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.

Is Marvel 3 coming back?

We’ll see. We’ll see.

I haven't received my tracking label yet.

You will receive an e-mail with a link to your tracking info as soon as we ship it out, typically within 24 - 48 hours. Check back and check your spam folder as well.

I received my tracking information but I want to cancel my order!

If the order has already been delivered to the post office, we cannot cancel your order. If you refuse the package and it is returned to us, we can refund your controller cost, but not the shipping.

You missed my e-mail and I wanted to cancel my order!

We’re sorry for missing your message, we do our best to check e-mail daily but often try to ship within the same day before getting to it. If your package was shipped you can refuse it from the post office, and we will refund the controller once we receive it back in the mail, but not the cost of shipping.

I put the wrong address with my order!

If your order has already shipped there’s nothing we can do to re-route the address. You will have to intercept the package. Talk to your local post office at that ZIP code you provided and see if you can receive the package there. We’ll help as best we can, but our options are limited.

My tracking information hasn't been updated in a while.

Your package is likely on its way overseas or hung up in customs. Sometimes tracking info takes a while to update, but this is rarely a problem with actually receiving the product.

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

Ouch. Let’s replace your unit. Please e-mail hitboxes@gmail.com with your order information and a description of the problem. We’ll walk you through the unit replacement process.

My order was missing / stolen off my porch! Refund?

You will have to file a claim with the post office. Contact your local post office and see if they can help locate your package. Maybe it was delivered to your neighbors house or was lost in the back of the mail truck. We aren’t able to refund missing / stolen packages unfortunately. Matters like this require claims with USPS.

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

We’re sorry to hear that. We would like to help find a remedy. Please e-mail us at hitboxes@gmail.com and we’ll work to make you happy and see if you’re eligible for refund.

I tried it out and it's not for me. Refund?

Unfortunately we cannot take returns that have been opened and played. Please be sure of your purchase before committing to buying it. Check out your local fighting game scene, you may have a Hit Box player in your region you can try it out on. If you are at a major, you will often find one of our players/representatives around that can help you get a feel for it.

If your unit has no problems we cannot accept returns. However, we can talk with you and handle your case individually. Maybe we can find a solution based on your situation and the condition of the unit.

Something has happened and I have a compelling story.

Unfortunately we cannot take returns that have been opened and played. If your unit has no problems we cannot accept returns. However, we can talk with you and handle your case individually. Maybe we can find a solution based on your situation and the condition of the unit.

My unit has stopped working! I haven’t had it very long.

If your unit is within 6 months old, we can repair it or replace it free of cost based on what has happened. E-mail us at hitboxes@gmail.com and we’ll help troubleshoot a remedy to the situation. Unfortunately we cannot offer warranty replacements for certain self-inflicted damages, such as spills or falls or botched modifications. We’ll still help, but we have to look at each problem individually.

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

We’re happy to help fix your unit. E-mail us at hitboxes@gmail.com and we’ll help troubleshoot a remedy to the situation. If it’s an easy fix we may repair it for the cost of parts and shipping. Other custom solutions are available too. Let’s find a way to help. Official Hit Box / Smash Boxes only please.

My Hit Box is modified. Can I still get help?

Of course. Our services may be limited based on what your problem is, but we are happy to help find a solution. There’s a lot of potential factors here, so let’s talk on e-mail at hitboxes@gmail.com. Let us know what has been done to your box. It’s doubtful we can fix your dual mod, but if your controller is mostly intact maybe we can help.

My Hit Box is disconnecting after 8 minutes!?

Every once in a while Sony updates its controllers and we need a new firmware to match. Please check our downloads page for the latest firmware updates. If it caused by a new update and we don’t 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 Hit Box 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 hitboxes@gmail.com and describe the problem in detail along with your order information.

My Hit Box 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. We are currently waiting on a firmware fix. If that doesn’t fix it, the button may need replacing.

My Hit Box seems to be dropping inputs or a button doesn’t work.

This is usually a simple fix, the only tool you will need is a 2mm hex wrench.

First unscrew the rubber feet from the bottom by hand. Next, use the 2mm hex wrench to remove the final two screws. Locate the defective button with your Hit Box open, 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 Hit Box is still open. If that doesn't fix it, try swapping the button with another button on the controller and testing it.

We're looking forward to answering any questions you have with our customer service channels!

hitboxes@gmail.com
@hit_box
https://www.hitboxarcade.com/discord