FAQ

Here are some of our most frequently asked questions. Can't find the answer you're looking for here? Don't worry! You can always get in touch with us through our contact form.

ORDERS & SHIPPING

WHEN WILL YOU RESTOCK?

Information regarding restocking can typically be found on the product page of the item under the 'product details' dropdown box.

Additionally, we regularly announce restock dates on our social media platforms. To stay updated and ensure you don't miss out, make sure to follow us on social media. Our restocked items tend to sell out quickly due to high demand, so it's important to stay connected for the latest updates.

HOW ARE THEY SHIPPED?

We take great care in shipping each controller to ensure it arrives safely at your doorstep. Every controller is meticulously packaged in sturdy double thick base and triple thick-sided boxes. To provide maximum protection during transit, we utilize anti-static bubble wrap and environmentally friendly biodegradable packing peanuts.

Shipping rates for your order will be calculated at checkout, taking into account factors such as destination and order weight.

HOW FAST DO YOU PROCESS ORDERS?

Orders are routinely processed and shipped out in one business day. Occasionally, delays may be caused due to inaccurate shipping details or higher than usual order 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: 'here'.

DO I PAY CUSTOM FEES & DUTIES?

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. Rates and rules vary per country.

I HAVEN'T RECEIVED MY TRACKING?

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: 'here'.

I WANT TO CANCEL MY ORDER!

To cancel your order contact us: 'here' with your order number for a full refund.

If your order has already been shipped it cannot be cancelled 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 ON MY ORDER!

Sadly 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. 

MY PACKAGE WAS 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.

MY ORDER WAS DAMAGED, DEFECTIVE OR DEAD ON ARRIVAL!

Please use our contact form: 'here' 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. 

TECH SUPPORT

DO YOU SUPPORT PS4/5 & XBOX S/X?

We partially support PlayStation consoles. PlayStation 4/5 use an authentication mechanism to ensure only authorized controllers are used on the console. If a device doesn't implement this authentication mechanism the controller is subject to an 8-minute timeout.

The 8-minute timeout works like this:

  1. Plug your controller into the PS4/5.
  2. Press the PS button to initialize the controller.
  3. Play for roughly 8 minutes.
  4. Console rejects the controller due to failed authentication.
  5. User unplugs their HITCADER controller.
  6. Go back to step 1 and repeat.

Alternatively, if you want full PS4/5 & Xbox S/X compatibility, then you would have to purchase a 'Brook Wingman FGC.' This is a converter that allows our controller to connect to all consoles!

MY CONTROLLER ISN'T WORKING ON PC/SWITCH?

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

  • Open up 'joy.cpl' on your PC (you can find this on the windows search bar).
  • Check whether a standard controller works, if possible.
  • If a standard controller does not work, there may be issues with your PC.

If you're experiencing issues with your switch, then you may want to follow the following instructions:

  • Go to your Switch's home menu
  • Go to "System Settings" at the bottom
  • Scroll down and choose "Controllers and Sensors"
  • Turn "Pro Controller Wired Communication" to ON

This should solve any issues you may have connecting to the Switch.

If you are still having issues, please don't hesitate to get in touch with us by email via the contact page: 'here'.

I TRIED IT OUT, BUT I'TS NOT FOR ME!

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 use our contact form: 'here' so we can understand why you are dissatisfied. We have many resources to help you unlock the potential of our controllers. 

MY OLD UNIT HAS STOPPED WORKING?

We are happy to help fix your unit. contact us: 'here' and we will help troubleshoot a remedy to the situation.

Note: we can only help with official HITCADER products.

HOW DO I ACTIVATE TURBO MODE?

To ensure a seamless user experience and prevent any issues, we have decided to remove the 'Turbo Mode' button from our controller. This decision was made due to customers experiencing difficulties with the button, such as becoming stuck and uncertainty about how to turn it off after activation.

If you wish to utilize the 'Turbo Mode' functionality, you can still do so by following these steps:

  1. Using a screwdriver, carefully open the controller's case.
  2. Locate the Raspberry Pi Pico PCB inside.
  3. Identify the button you want to assign for 'Turbo Mode.'
  4. Swap the DuPont wire connected to your desired button to the 'GP14' location on the Raspberry Pi Pico PCB.


If you need any more assistance, please get in touch with us: 'here'.

MY CONTROLLER IS MODDED, CAN I GET HELP?

Our services may be limited based on what your problem is, but we are happy to help find a solution. Please contact us: 'here' with a detailed description of your issue and your original order number if possible.