XBOX Design Lab

No. We start building your controller soon after you submit your order. Because it's created per your specifications, no design changes are allowed once your order is submitted.

However, if you receive a duplicate order for your custom designed controller, please reach out to support for assistance.

XBOX Support

Because XBOX Design Lab controllers are customised specifically for you, they can't be returned.

Check your order status at My orders (using the same email address and password that you used to place your order). You’ll receive an email with the tracking number when your controller has been shipped. XBOX Design Lab customised orders will be delivered in 3-4 weeks, non-customised orders will be delivered in 2-5 business days.

Go to My orders and sign in with your Microsoft account (using the same email address and password that you used to place your order). Click on symbol of a person at the top right of the page and select My orders. If you don’t see your controller order, it was not completed. You’ll need to select your design and then submit your order.

Unfortunately, no.  Currently there isn’t a way to use Microsoft Currency Stored Value (CSV), Microsoft or XBOX gift card balance to pay for a XBOX Design Lab controller. 

You’re unable to change the delivery address of an order after you’ve submitted your order. Contact XBOX Support for assistance. You will be advised to visit www.FedEx.com and create a FedEx Delivery Manager account to manage your delivery. You won’t be able to change the delivery address, but you may be able to have it held at a FedEx location for you to pick up.

You are charged for your controller at the time you submit your order. It can take up to 3 weeks between that time and when you receive a tracking number. You’ll receive an email with the tracking number when your controller ships.

If your controller doesn’t match your order, contact XBOX Support for assistance.

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.

Yes, and you can customise them, too. Explore all options in the Elite Accessories Hub.

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

You can add Microsoft Complete to the XBOX Elite Wireless Controller Series 2 only. Please visit Microsoft account | Devices, sign in with your Microsoft Account, register the controller using the serial number. You can then refresh the page to obtain the offer for MS Complete at the top of your devices list.

If you received an order cancellation email, it may mean there was an error with your account info, payment method or billing details. Before trying your order again, validate your account info to make sure it’s correct. To do so:

• Sign in to xboxdesignlab.xbox.com.
• Select the person icon at the top-right of the page.

• Select one of the following options:

  • Address book to review your contact info.
  • Make sure your first name, last name, billing address and phone number are correct and match the name on your payment method.
  • Make sure your shipping address is correct, doesn’t have more than 30 characters in the Address 1 or Address 2 fields, and doesn’t contain any special characters.
  • Make sure you enter your shipping address using only Roman characters. Character sets such as Japanese, Korean, Chinese and Slavic are not supported.

• Stored payment methods to update how you want to pay.

  • Make sure the information in your payment method is correct, and that your card number, expiration date and CVV match the information on your card.
• My orders to review any completed or pending purchases (your previous purchase attempt may not appear here if it was unsuccessful).
• After you’ve updated your info, try ordering your XBOX Design Lab controller again.

Visit our FAQ page at XBOX Design Lab FAQ

Yes! You can choose guest checkout for purchasing controllers and accessories directly from XBOX Design Lab.

Here are some things to keep in mind:

• Make sure you enter your e-mail correctly. Your order information will only be in the e-mail you provided. It may be difficult for support to help if you don’t have an order number to validate your purchase.
• You can also check the status of your order by selecting Guest Order Status located at the bottom of the XBOX Design Lab page.
• Checking out as a guest will limit functionality with no order history, quick reorder functionality, among other features.
• You may not be able to save or share your creation without logging into your account.

If you have an issue with your order, have your order details ready and contact aka.ms/contactxboxsupport

Visit support.xbox.com