Question 1

What's the difference between Den Restored and Mamba Custom?

Accepted Answer

Den Restored is a factory OEM controller put through our 25-point restore process — teardown, repair, TMR magnetic anti-drift joysticks installed, and tuned until it leaves the Den feeling new. Mamba Custom is a high-quality, unique build with a unique design and deeper customization options — it starts as a Den Restored core, then adds the upgrades that should've come stock: clicky triggers, custom shells, optional back paddles, and further personalization. Both tiers ship with TMR sticks and the lifetime stick warranty.

Question 2

Do you sell consoles too?

Accepted Answer

Yes — Den Restored consoles. PS5 and Xbox Series units go through the same 25-point restore as our controllers, ship free, and carry the 60-day swap-out guarantee with $50 service after. Add any controller from the shop and $15 comes off at checkout, automatically.

Question 3

Are TMR anti-drift joysticks really drift-proof?

Accepted Answer

TMR (Tunneling Magnetoresistance) sticks use magnets instead of physical contacts, so there's nothing to wear down — they don't develop drift the way OEM (or older hall-effect) sticks do. They're the current gold standard, and what the pros run.

Question 4

Will Mamba Custom work with my console out of the box?

Accepted Answer

Yes — every build is pre-paired and firmware-updated to the latest console release before it ships. Plug into your console once over USB-C and you're live.

Question 5

Can I send my own shell or art for a custom?

Accepted Answer

We don't do customer-supplied shells yet (warranty/sourcing reasons), but if you want a colorway or design we don't stock, send us a reference and we'll see if we can build it into an upcoming drop.

Question 6

Are limited drops restocked?

Accepted Answer

Sometimes. Numbered builds (1-of-25, 1-of-50) are one-time runs — once they're gone, they're gone. Non-numbered customs and Den Restored builds restock weekly as new cores come in from trade-ins.

Question 7

Where are controllers built?

Accepted Answer

Every controller is built and tested in The Den, our workshop in Portland, Oregon. No drop-shipping, no third-party fulfillment.

Question 8

What payment methods do you accept?

Accepted Answer

All major credit and debit cards, Apple Pay, Google Pay, Shop Pay, and PayPal. Buy-now-pay-later via Shop Pay Installments is available at checkout on eligible orders.

Question 9

Do you offer team or bulk pricing?

Accepted Answer

Yes — esports orgs, content creators, and event partners get tiered pricing on 5+ units. Email support@swapmamba.com with what you need.

Question 10

How do I reach support?

Accepted Answer

Email support@swapmamba.com — we answer same-day on weekdays, next business day on weekends.

Question 11

What can I trade in?

Accepted Answer

Genuine first-party controllers — Xbox One, Xbox Series X|S, PlayStation 4 DualShock, PlayStation 5 DualSense — plus PS5, PS5 Slim, and Xbox Series X|S consoles. No Scuf, PowerA, GameSir, or other third-party brands.

Question 12

Which consoles can I trade in?

Accepted Answer

PS5, PS5 Slim (Disc and Digital), Xbox Series X, and Xbox Series S. Original PS4 and Xbox One consoles aren't accepted — controllers from those generations still are.

Question 13

How much credit will I get?

Accepted Answer

Credit is calculated per item based on model and condition, and shown live in the trade-in flow before you commit — no guessing. Controller drift and dead buttons earn solid credit, and a broken console tops the chart at up to $175.

Question 14

How much credit does a broken console get?

Accepted Answer

Consoles top the chart: up to $175 for a dead HDMI port, $125 for overheating, and $100 for no power, a stuck disc drive, or an opened unit. Every console figure gets +$5 more when the credit is spent on a Mamba Custom build.

Question 15

Does my trade-in need to be broken?

Accepted Answer

Yes — trade-ins are for broken or malfunctioning items only. Controller drift, dead buttons, dead zones, won't-power-on, cracked shells, or fully dead units all qualify — same for consoles with dead HDMI ports, overheating, or no power. Fully working items aren't eligible. What we also can't accept: smashed/crushed housings, missing parts (buttons, sticks, triggers, ports, internals), and aftermarket or third-party gear. See the full Condition & Rules section below.

Question 16

Can I trade a console together with controllers?

Accepted Answer

Yes — that's the best-value trade. Up to 3 items per trade with a max of 1 console: a console plus two controllers, or three controllers. Credit stacks across everything, and any leftover becomes a digital gift card emailed to you.

Question 17

Can I trade in more than 3 items?

Accepted Answer

Each trade-in is capped at 3 items, with a max of 1 console. If you've got more, you can run a second trade-in after the first one ships back to us.

Question 18

Do I get more credit for sending multiple items?

Accepted Answer

Yes — flat cash, no math. Send 2 items and you get +$5 on top of your base credit, send 3 and it's +$10. Stack that with the Mamba Custom bonus below and it adds up fast.

Question 19

Is there a bonus for spending credit on a Mamba Custom?

Accepted Answer

Yes — flat cash bonuses. Trade 2 items for +$5 or 3 items for +$10 on any build. On a Mamba Custom it's bigger: +$5 for 1 item, +$10 for 2, +$20 for 3.

Question 20

Can I mix PlayStation and Xbox in one trade-in?

Accepted Answer

Yes. Mix and match up to 3 genuine first-party items — controllers and one console — in a single trade-in. The platform of your new build doesn't have to match what you send in.

Question 21

How is my credit applied to an order?

Accepted Answer

Automatically. Once your credit is locked, it rides along in the swap tray and comes off the price at checkout — no coupon codes, nothing to paste in.

Question 22

What happens if I don't spend all my swap credit?

Accepted Answer

Your swap credit pays toward your order first. Any unused swap credit becomes an emailed digital gift card for a future SwapMamba order. This applies to controller and console trades. Look for a separate gift-card email at the address you use at checkout, and keep the code for your next order. If you use all your credit, there is no leftover gift card.

Question 23

How long do I have to use my swap credit?

Accepted Answer

Credit holds for 14 days from the moment you lock it in. You'll see a countdown in the shop while you browse and a reminder email before it expires.

Question 24

What happens if I never send my old items back?

Accepted Answer

You've got 7 days from the day your new controller or console arrives to drop the return at any USPS or UPS location (or hand it to your mail carrier) — the prepaid label is already taken care of. If nothing's postmarked by day 7, we send a reminder and a late-return fee may apply at our discretion. By day 14 your account is flagged: future trade-ins and swap credit are locked out for good, and the unpaid balance (full retail minus what you actually paid) is invoiced. Unpaid invoices after 30 days are turned over to collections. It's an honor-system program — finish the swap and there's nothing to worry about.

Question 25

What condition do my trade-in items need to be in?

Accepted Answer

Three rules: (1) No excessive damage — items can't be smashed, crushed, or physically broken beyond normal wear. Drift, dead buttons, cosmetic scuffs, cracked shells, dead HDMI ports, and overheating are fine; impact damage is not. (2) Original brands only — genuine first-party Xbox and PlayStation controllers and consoles. Aftermarket, third-party, or knockoff gear is not eligible. (3) Complete components — all buttons, thumbsticks, triggers, internal components, and ports must be present. Missing parts disqualifies the swap.

Question 26

What console problems do you accept?

Accepted Answer

Dead or broken HDMI ports, overheating, no power, stuck disc drives, and opened units all earn credit. What we can't take: consoles that are smashed or crushed, missing internal parts, or liquid-damaged. The case needs to close and the internals need to be all there.

Question 27

Are third-party or aftermarket controllers accepted?

Accepted Answer

No. We only accept genuine first-party Xbox and PlayStation controllers and consoles. Scuf, PowerA, GameSir, and other third-party brands are not eligible for trade-in credit.

Question 28

What if my controller is missing a button or thumbstick?

Accepted Answer

Missing parts disqualify the swap — we need complete units with all buttons, sticks, triggers, internals, and ports intact. A broken stick that's still attached is fine; a stick that's gone entirely is not.

Question 29

Can SwapMamba cancel my swap?

Accepted Answer

Yes — if returned controllers don't meet the condition requirements above (excessive damage, third-party brand, or missing parts), we reserve the right to cancel the swap. You'll be notified by email with photos, and you'll have the choice to (a) pay the difference to keep your new controller, or (b) ship the new controller back at our cost for a refund minus the original outbound shipping. The swap won't proceed until the criteria are met.

Question 30

How fast does my new controller ship?

Accepted Answer

Within 24 hours — both Den Restored and Mamba Custom builds. Every controller leaves the Den inside one business day, tracking number included. No 'hand-built means slow' excuses. Consoles ship as soon as your trade-in arrives at the Den.

Question 31

Do I pay for shipping — ever?

Accepted Answer

Almost never. Free shipping on the new controller or console, free prepaid label for the trade-in return, and prepaid labels both ways on any 60-day swap-out. The only time you pay postage is when you send a controller in for lifetime TMR stick service or an after-60-day Mamba Custom repair — in those cases you ship it to us, and we always ship it back free.

Question 32

How do I send my old items back?

Accepted Answer

Your new controller arrives in a swap box with a prepaid return label already inside — drop your old controllers in the same box, slap on the label, and leave it at any USPS or UPS location or hand it to your mail carrier. Trading in a console? Pack it in your own sturdy box with the prepaid label we email you. No printer, no QR code hunt, no trip to a shipping store for supplies.

Question 33

How do I ship a console back?

Accepted Answer

Consoles travel in your own sturdy box — we email you a prepaid label rated for 10–12 lbs. Pad it well on all sides so nothing shifts. No printer needed and no trip to a shipping store for supplies.

Question 34

How long do I have to ship my old items back?

Accepted Answer

7 days from the day your new controller or console arrives. The prepaid return label is already taken care of — pack your items securely, slap the label on, drop it at any USPS or UPS location or hand it to your mail carrier. Returns postmarked after day 7 may be subject to a late-return fee.

Question 35

How should I pack my old items for return?

Accepted Answer

Controllers go in the reusable swap box your new controller arrived in — wrap each one in the included foam or bubble wrap, fill empty space so nothing rattles, and seal it up. Consoles ship in your own sturdy box with the prepaid label we email you — pad it well on all sides. Damage caused in transit from loose packing is on the sender.

Question 36

Will I get tracking?

Accepted Answer

Yes. Your tracking number is emailed the moment the outbound label prints, and the prepaid return label is trackable too — so you can prove your old controllers are on the way back.

Question 37

Do you ship outside the US?

Accepted Answer

Not yet. We ship free to all 50 US states plus DC — no international shipping for now. Join the drop list and you'll hear first when that changes.

Question 38

What's covered by the 60-day swap-out?

Accepted Answer

Everything that breaks from normal gaming use — stick drift, dead zones, stuck or unresponsive buttons, trigger or bumper failure, charging issues, connectivity drops, internal component failure. On consoles: port, power, and overheating trouble all count. If it stops working the way it should and you didn't cause it, we cover it.

Question 39

What's NOT covered?

Accepted Answer

Anything outside normal use: drops and impact damage, liquid damage, controllers in unreasonable condition (smashed, heavily abused), units opened or modified outside the Den, and lost or stolen controllers. Open it up and the guarantee is void — we need to be the only ones inside the build.

Question 40

Is the TMR anti-drift stick warranty really for life?

Accepted Answer

Yes. Every controller we build ships with TMR magnetic anti-drift joysticks — standard on both Den Restored and Mamba Custom — and every one of them carries a lifetime guarantee on those sticks against drift. Contact us, ship the controller to us, and we fix the sticks and send it back free of charge. It covers stick drift only — buttons, triggers, shell, battery, and board are covered separately by the 60-day swap-out. Controllers only, since consoles have no sticks.

Question 41

What exactly does the lifetime warranty cover?

Accepted Answer

The lifetime guarantee covers the TMR magnetic anti-drift joysticks against stick drift only — you ship the controller to us, we fix the sticks and ship it back free. Every other part of the controller (buttons, triggers, shell, battery, board, connectivity) is covered by the 60-day swap-out guarantee. After 60 days, Den Restored builds can be swapped for a $50 fee and Mamba Custom builds repaired for $50.

Question 42

What happens after the 60 days are up?

Accepted Answer

You're still covered — it just works differently by tier. Den Restored: contact us and we'll swap out your controller for a $50 swap fee, with a prepaid inbound label. Mamba Custom: contact us and send your build in for a $50 repair — you cover shipping to us, we ship it back free. Den Restored consoles: $50 swap-out — you ship the console to us, and the replacement comes back free. And TMR stick drift is covered for life on every controller, no matter how much time has passed.

Question 43

What if my controller arrives damaged or DOA?

Accepted Answer

Email support@swapmamba.com within 48 hours of delivery with your order number and a quick photo or video. Transit damage and dead-on-arrival units get fast-tracked — we ship a replacement the same business day, no inspection wait required.

Question 44

Can I change or cancel my order after it's placed?

Accepted Answer

Yes — as long as it hasn't shipped. Builds leave the Den within 24 hours, so email support@swapmamba.com as soon as possible with your order number. Once it's in transit, you'll need to wait for delivery and either keep it, use the 60-day swap-out, or follow the return path below.

Question 45

What's your return policy on the new controller?

Accepted Answer

We don't offer buyer's-remorse returns — every build is tested and signed off before it ships, and trade-in cores can't be un-swapped. If something actually breaks or feels off from normal gaming use, the 60-day swap-out covers it. Not sure which build is for you? Email us before you order and we'll walk you through it.

Question 46

How fast are guarantee claims handled?

Accepted Answer

Same business day. Email support@swapmamba.com with your order number and what's going wrong — we send the prepaid label back the same business day. Once your controller hits the Den and passes inspection, the replacement ships within 24 hours.

Questions? We got answers.

The Basics

Trade-Ins & Swap Credit

Condition & Rules

Shipping & Timing

Warranty & Returns

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