📦 Shipping Information

We’re committed to delivering your custom controller as quickly and reliably as possible. Please review our shipping process and policies before placing your order to ensure a smooth experience.

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🔧 Order Lead Time

Every controller is custom-built to order. Unlike mass-produced products, each unit is crafted individually to your specifications. This allows us to maintain quality and offer upgrades not possible with factory-standard controllers.

The lead time for each product is listed on its product page and represents the time required to build and prepare your controller before shipping.

Important:

• Lead Time = Time to build and prepare your order

• Shipping Time = Time in transit once your order has shipped

⚠️ Both lead times and shipping times are estimates only. They are not guaranteed and may be extended due to factors outside our control, including:

• Public holidays and peak seasonal demand

• Global part shortages

• Customs processing delays

• Unforeseen production or logistics issues

👉 Why this matters: We choose transparency over false promises. We’d rather be honest about potential delays than advertise “guaranteed shipping” we can’t always meet.

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🛠️ Why Quality Takes Time

Building your controller is a technical process designed to minimize failures:

1. Assembly – Your controller is hand-built according to your exact specifications.

2. Stringent QC Testing – Each unit is thoroughly tested for accuracy, responsiveness, and durability.

3. Rework if Needed – If a controller doesn’t pass QC, it is sent back through the process until it’s perfect.

👉 Why this matters: Our goal is to keep failure rates near 0%. That means fewer defects, fewer issues later, and a controller that performs as expected the first time you use it. This level of precision takes more time, but it ensures long-term reliability.

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🚚 Shipping Methods & Timeframes

All delivery estimates are in business days, excluding weekends and holidays.

⚠️ Note: Shipping time does not include lead time.
Example: If your controller has a 4-week lead time and you select Express, it will ship Express after the build is complete.

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⚡ Express Shipping & Fees

Express service consists of two parts:

• The base Express shipping charge

• An additional $30 Express Service Fee

🔄 The $30 fee is refundable if the Express timeframe is not met.

• The controller itself and base shipping charges remain non-refundable after the 48-hour cancellation period.

• Refund of the $30 Express Service Fee is the sole remedy for delays in Express service.

👉 Why this matters: Every controller is built from scratch. Express prioritizes your order in the build queue and in shipping, but it cannot bypass the realities of custom production.

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🇺🇸 US Shipping Process

For US customers, we follow a two-stage process for predictable costs and smooth delivery:

1. From Factory to US Warehouse – Completed controllers are batched and shipped in bulk to our US warehouse.

2. Local Final Delivery – Once in the US, orders are separated and shipped individually via USPS or UPS.

Standard or Express shipping times apply after leaving our US warehouse.

👉 Why this matters: Bulk shipments avoid customs delays, reduce costs, and create a smoother, more reliable delivery experience.

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🌍 International Shipping – Powered by DHL

All international orders are shipped via DHL Express, our trusted global partner.

• Fast & Reliable – Efficient customs handling and quick delivery.

• Full Tracking – Real-time updates for every shipment.

• Direct Delivery Option – Choosing DHL Direct from Factory ships your controller directly from our facility, often within 3–5 business days after build completion.

👉 Why this matters: DHL has the most consistent track record for gaming hardware worldwide. Even during peak seasons, DHL helps us keep your package moving.

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💰 Customs, Duties & the De Minimis Rule

• US Customers: No customs or duties. All imports are cleared through bulk shipments.

• International Customers: Most countries require customs duties and VAT to be paid before delivery.

If fees are unpaid, the shipment may be returned. Reprocessing and reshipping costs will be charged before resending.

👉 Why this matters: Customs rules change often. We always ship in the most efficient way possible, but we want you to know what to expect so there are no surprises.

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⏳ Why Orders May Be Delayed

While we work hard to meet timelines, delays may occur due to:

• Customs inspections or random checks

• Global supply chain shortages or freight disruptions

• Peak holiday shipping periods

• Incorrect or incomplete shipping addresses

👉 Why this matters: We take responsibility for keeping you informed. If delays happen, you won’t be left guessing.

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📮 PO Boxes & Military Addresses

We deliver to US P.O. Boxes and APO/FPO military addresses via our US warehouse. These orders default to Standard Shipping. For faster service, we recommend a residential or business address.

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🚛 Shipping Providers

We work with trusted carriers to ensure efficient delivery:

• DHL Express – International and direct-from-factory shipments

• USPS & UPS – Local final delivery within the US

Our system automatically selects the fastest and most reliable carrier for your location and method.

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🔒 Lost or Stolen Packages

Once a carrier marks a package as Delivered, HYPR is not liable for lost or stolen shipments.

To protect your order:

• Monitor tracking regularly

• Provide a secure delivery location

• Request signature-required delivery where possible

For issues, please contact the carrier directly for the fastest resolution.

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⚠️ Final Disclaimer

• All lead times and shipping times are estimates only.

• They are not guarantees, and delays do not qualify as grounds for cancellation or refund beyond our stated policies.

• After the 48-hour cancellation window, orders cannot be canceled.

• If Express service is not met, only the $30 Express Service Fee is refunded.

👉 Why this matters: Buying a custom controller is an investment. Our policies are designed to be fair — protecting you from service failures (like missed Express delivery) while protecting our ability to build and deliver high-quality controllers at scale.