Follow @Xbox on Twitter, Facebook or Instagram for updates
Frequently Asked Questions
Unfortunately not. Your controller starts to be created soon after you submit your order. And since it is customised specifically for you, no design changes are allowed once your order is submitted.
Sorry, because Xbox Design Lab controllers are customised specifically for you, they cannot be returned.
Please check your order status at https://account.microsoft.com/. You will receive an email with the tracking number once your controller has been shipped. We aim to have the controller in your hands within 28 days of placing your order.
Please contact a customer service agent for assistance. You may be advised to visit www.FedEx.com and create a FedEx Delivery Manager account to manage your delivery.
Before attempting to exchange your controller, please take some steps to troubleshoot the problem. If this proves unsuccessful, please begin the online warranty replacement process. All warranty exchanges must be processed online and cannot be exchanged at a Microsoft Store.
Go to https://account.microsoft.com/ and sign in with your Microsoft Account (same e-mail and password you used to place the order). On the top of the page, click on the Payment & Billing dropdown and select order history. If you do not see your controller order there, then it was not completed. Please select your design and then check out.
You were charged for your controller at the time it began to be built. It can take up to two weeks between that time and when you will receive a tracking number. You will receive an email with the tracking number once your controller ships.
No, additional or spare parts are not available for purchase for the Design Lab Controller. If you would like an Xbox controller with interchangeable parts, you should check out the Xbox Elite Wireless Controller Series 2 at the Microsoft Store.
