Frequently Asked Questions

Can I purchase an Xbox Design Lab Controller at a Microsoft retail store?

No, the only way to purchase one is from the online Microsoft store.

When will I get my controller?

Please refer to your order confirmation email for the estimated delivery date. You will receive another 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. 

I received my controller and it does not look like the one I ordered.

Please contact a customer service agent for assistance.

How do I change the address my order is being shipped to?

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.

My controller is not working. What should I do?

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.

Will I get charged for engraving?

Engraving is optional. There is an additional cost if you elect to have your controller engraved.

I am unable to engrave the phrase or wording that I want.

There are some restrictions on what can be engraved. All content also must follow the Xbox Live Code of Conduct.

Can I choose a different font or placement for the engraving?

At this time there is only one font and placement option for engraved text.

Can I upload my own graphics and have them applied on the controller?

Not at this time. Customisation is limited to choosing colour parts plus optional rubberised grips and engraving.

I did not receive an order confirmation. How do I know if my order went through?

Go to Microsoft Store and sign in at the top right with your Microsoft Account (same email and password you used to place the order). Click on Order History to see the orders you have successfully placed. If you do not see your controller order there, then it was not completed. Please select your design and then check out.

I have been charged for my controller, but I have not received a shipping tracking number.

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.

How do I purchase a controller as a gift?

The best way to do this is to have the gift recipient design the controller, add to cart and share a screenshot of the design attributes. Once they have done that, you can build the controller to their specifications and purchase it for them.

Will I be charged for shipping or can I choose a faster shipping method?

There is no additional shipping cost for the controller and all controllers are shipped via the same shipping method. You will receive your controller within 28 days of placing your order.

Can I change my design or cancel my order after placing an order?

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.

Can I return my controller online or to a Microsoft retail store if I do not like it?

Sorry, because Xbox Design Lab controllers are customised specifically for you, they cannot be returned.

Can I customise an Xbox One Elite Wireless Controller 2?

Customised Elite Series 2 controllers are not available through Xbox Design Lab at this time, but we are listening and we hear your feedback. 

Can I purchase interchangeable/additional parts for my controller?

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 2 at the Microsoft Store.
 

Technical support

Please visit the following page for detailed articles on how to set up and use your controller, troubleshooting and warranty replacement information. https://support.xbox.com/help/hardware-network/controller/connect-a-wireless-controller
For additional technical support tips and help, reach out to Xbox Support via Twitter @xboxsupport or Xbox Community Forums.
For all other FAQs or general questions, please visit our Microsoft store FAQ.