We remind our dear customers that sending multiple requests about the same issue will only delay our answer.

Our support team will provide you an answer within 2 working days. But most of your answers can be find below.

  • What is your delivery time ?
  • Where is my order ?
  • How can I track my order ?
  • What are your terms and conditions of payment ?
  • I would like to cancel my order !
  • I would like to modify my order !
  • I would like to change my delivery address !
  • What I received don't match my order!
  • I'm not satisfied, I want a refund !
  • My controller is out of order, how do I send it back ?
  • How do I track my RMA ?
  • How long last the Burn controllers warranty?
  • I already own a controller and I would like to customize it.
  • I can't find the product I wish for !
  • Are you sponsoring ?
  • Other...

Our current time is 10 to 15 business days (excluding weekends and holidays) to receive your controller from the payment of the order.

If your order does not include a controller, allow 7-10 business days to receive it.

The «money back guarantee» does not apply to orders with customized products.

However, we offer a cooling off period of seven days from the date of delivery of your order.

For custom controllers like our products, we deduct 50% of the order for the costs of restocking. No retractation is possible on Gamertag orders.

Only the price of the product may be subject to a refund if it meets the following conditions of return: Products must be returned in their entirety and in their original packaging complete, undamaged and in perfect condition for resale.

For your application to be processed as soon as possible, all returns must be reported in advance to the client burncontrollers.fr by filling out the fields below.

By logging into your account via http://www.burn-controllers.com/en/customer/account/login/ you can get information about the progress of your order and / or tracking number.

The order statuses are:

‘’Pending‘’, Your order is awaiting payment. Upon receipt of your payment, your order status will change to: : "Processing".

'' Processing''. Your order is being processed. As soon as your order is ready to be shipped, you will receive a notification with the tracking number of your package to follow its route. This status can be displayed on several days depending on the number of orders that are being processed at the workshop.

'' Complete'' but I have not received my package. The completed status means that we have provided a tracking number for your controller and is currently being tested. We publishtracking slips before the tests and therefore between 4 and 5 days prior to shipment or delivery to the post office.

‘’Locked‘’, why ask me for proof? In some cases, burn-controllers.com may request a proof of address to confirm your order. This procedure is in place to protect users and our service against the fraud use of a payment.

Once your order is done, you will receive an confirmation email after. You can then follow the progress of your order in the ''my account" on our website.
Once your controller is finished, you will receive a complete notification, you will be emailed a tracking number to follow the parcel delivery of your goods. (The delivery of your package depends on the postal service and not our company.)

You can follow your parcel via:http://www.colissimo.fr

We attribute the tracking number between 4 and 5 days before dropping off to the post office.
Monitoring will be available at that time.

All Burn Controllers include a warranty parts and labor 3 months free (excluding damage caused by a non-usual handling, shock, wear ...) An extended warranty of 12 months is available as an option. Any opening controller attempt void its warranty. A security seal stuck on the Controller provides a systematic control of his condition at the exit of our workshops, and acts when attempting to open.

The product you wish to order must be out of stock , please wait 5 to 7 working days and try again to order.

If the desired product was never present on the site is that it is not for sale here. You can stay informed about news via social networks Facebook or twitter brand!

Concerning applications for sponsoring for Teams, the budget is already allocated.

For all other inquiries, thank you for filling in the form below:

If your order is paid and dates more than 48 hours old, it may be already mounted and we can not do anything to address or cancel the order.

If your order is paid and dates of less than 48 hours old, please contact customer service via the form below.

If your order is not paid, you can cancel it (or have it removed by us) and redo it with desired options.

You will be informed when you receive an email confirmation of cancellation.

We process orders in order of arrival and try to treat them as quickly as possible.

If your order is dated more than 48 hours old, it may be already mounted and we can not do anything to address or cancel the order.

If your order is paid via Paypal, no change of address can be made. Cancel and redo it with desired options.

If your order is dated less than 48 hours old, and was not paid by paypal,, please complete the form below.

Paypal

Pay to Paypal's secure site (https://www.paypal.com) and enjoy faster processing of your order and an assurance of safe delivery! Requires creating a paypal account.

Bank Card

You can choose this mode of payment and paypal once on the secure site (https://www.paypal.com) paypal select pay by credit card without registration.

Bank transfert

This is a bank transaction, please print the order confirmation and go to your bank to complete the transaction. Remember to make note of the order number in the title transfer.

I sent my check and my order is still pending, why? Payment by check will delay processing of your order for 7 to 10 days. Once your payment is confirmed, you will see the status of your order being processed. Remember to write down your order number on the back of the check for payment identification.

Or, you can call us on Monday to Friday from 9.30am to 12pm and from 14h to 16h30 to pay by credit card.

All Burn Controllers include a warranty parts and labor 3 months free (excluding damage caused by a non-usual handling, shock, wear ...) An extended warranty of 12 months is available as an option. Any opening controller attempt void its warranty. A security seal stuck on the Controller provides a systematic control of his condition at the exit of our workshops, and acts when attempting to open.

Your controller is under warranty:
You can return it to us. All returns will be in agreement with the customer service, thank you to accurately complete the form below!

The controller is no longer under warranty: you can return it to us. We will send you a quote for the repair.
Thank you to accurately complete the form below!

Any controller returned out consent customer service may not be supported.

Note that for after-sales service, it takes an average of 15 working days (excluding weekends and holidays).

We keep you informed by email every step of the after-sales service
1/ Reception by our services
2/ Self Repair
3/ Shipping on your controller

Remember to check your spam folder!

All orders are controlled shipping. However, error is human.

In this case, the correction of the error will be subject to the following conditions:
- The error must be recorded and reported to the customer service on the day of receipt.
Please contact customer service via the form below.

If your order does not match what you ordered (error model, color, configuration ..) you need to contact the customer service via the form below:

Any controller returned out consent customer service may not be supported.

Our services support only Burn Controllers, so we can not make any changes to other controllers that do not come out of our workshops.

If your order is paid and dates more than 48 hours old, it may be already mounted and we can not do anything to address or cancel the order.

If your order is paid and dates of less than 48 hours old, please contact customer service via the form below.

If your order is not paid, you can cancel it (or have it removed by us) and redo it with desired options.

CAUTION: Be aware that when you change your order, you will delay your order for about 15 working days to wait to receive your order day.

We process orders in order of arrival and try to treat them as quickly as possible.

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Any controller returned out consent customer service may not be supported.

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