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.

How do I save my controller design?

Sign in to your Microsoft Account, which will allow you to save and access your design from any browser. Your design will always be saved, even if you clear your cookies. Learn more about how to use your Microsoft Account.

How do I reorder a saved Xbox Design Lab Controller?

You can reorder a previously ordered design by going to xbox.com/xboxdesignlab. From there, select Saved Designs, where you will see all of your saved designs. Select the design you want to reorder, then select Order.

When will I get my controller?

Please refer to your order confirmation email for the estimated delivery date. You’ll receive another email with the tracking number once your controller has been shipped. You will receive your controller within 14 business days of placing your order.

I received my controller and it doesn’t 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’m 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. Customization is limited to choosing color parts and optional engraving.

I didn’t receive an order confirmation. How do I know if my order went through?

Go to www.microsoftstore.com and sign in on 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’ve successful placed. If you don’t see your controller order there, then it wasn’t completed. Please select your design and then checkout.

I’ve been charged for my controller, but I haven’t 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’ll receive a tracking number. You’ll receive an email with the tracking number once your controller ships.

How do I share my controller design with a friend or on social media?

After creating your controller, you can share your design on the Xbox Design Lab Community Gallery, the Xbox Activity Feed, Facebook, Twitter, or Pinterest. You can also share it via email.

How do I share my controller so that it can be purchased for me as a gift?

After you design your controller you have the option to share your design. If you want to share it with a specific person, we recommend that you share your design by emailing it directly to them. Once they receive your design, all they need to do is add it to their cart and checkout.

How do I purchase a controller as a gift?

The best way to do this is to have the gift recipient design the controller and then share it with you directly by e-mail. Once they’ve done that, you can then purchase it for them.

Will I be charged for shipping or 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 14 business 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’s customized 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 don’t like it?

Sorry, controllers cannot be returned for this reason.

Can I customize an Xbox One Elite Wireless Controller?

Customized Xbox Elite Wireless Controllers are not available through Xbox Design Lab at this time. We are working with our partners at Scuf Gaming on future customization options for the Xbox Elite Wireless Controller.

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 want an Xbox controller with interchangeable parts, you should check out the Xbox Elite Wireless Controller at the Microsoft Store.

Are there interchangeable parts available for the Design Lab Controller?

No, the parts are standard and are not interchangeable. If you want an Xbox controller with interchangeable parts, you should check out the Xbox Elite Wireless Controller at the Microsoft Store.

Technical support

Please visit the following page for detailed articles on how to set up and use your controller to troubleshooting and warranty replacement information. http://support.xbox.com/en-US/xbox-one/accessories/xbox-one-standard-controller-info

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.