Question 1

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 2

Which controllers are eligible for trade-in?

Accepted Answer

Genuine first-party controllers only: Xbox One, Xbox Series X|S, PlayStation 4 DualShock, PlayStation 5 DualSense. No Scuf, PowerA, GameSir, or other third-party brands.

Question 3

How much credit will I get?

Accepted Answer

Credit is calculated per controller based on model and condition, and shown live in the trade-in flow before you commit — no guessing. Drift, dead buttons, and cosmetic wear all earn solid credit.

Question 4

Do my controllers need to be broken?

Accepted Answer

Yes — trade-ins are for broken or malfunctioning controllers only. Drift, dead buttons, dead zones, won't-power-on, cracked shells, or fully dead units all qualify. Fully working controllers aren't eligible. What we also can't accept: smashed/crushed housings, missing parts (buttons, sticks, triggers, ports, internals), and aftermarket or third-party controllers. See the full Swap Rules below.

Question 5

Can I trade in more than 3 controllers?

Accepted Answer

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

Question 6

Do I get more credit for sending multiple controllers?

Accepted Answer

Yes. Two controllers add a 5% bonus on top of your base credit, three controllers add 10%. Stack that with the Mamba Custom bonus below and it adds up fast.

Question 7

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

Accepted Answer

Yes — put your credit toward a Mamba Custom build and it's worth 20% more than the cash value. Pro Restored builds use the straight credit amount.

Question 8

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

Accepted Answer

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

Question 9

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 build price at checkout — no coupon codes, nothing to paste in.

Question 10

What happens if I never send my old controllers back?

Accepted Answer

You've got 7 days from the day your new controller arrives to drop the swap box at any USPS or UPS location (or hand it to your mail carrier) — the prepaid label is already inside. 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 11

How fast does my new controller ship?

Accepted Answer

Within 24 hours — both Pro Restored and Mamba Custom builds. Every order leaves the Den inside one business day, tracking number included. No 'hand-built means slow' excuses.

Question 12

Do I pay for shipping — ever?

Accepted Answer

Almost never. Free shipping on the new controller, 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 13

How do I send my old controllers 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. No printer, no QR code hunt, no trip to a shipping store for supplies.

Question 14

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

Accepted Answer

7 days from the day your new controller arrives. The swap box and prepaid return label are already in your hands — pack the controllers 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 15

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 16

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 17

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 18

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. If it stops working the way it should and you didn't cause it, we cover it.

Question 19

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 20

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 Pro 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.

Question 21

What happens after the 60 days are up?

Accepted Answer

You're still covered — it just works differently by tier. Pro 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. And TMR stick drift is covered for life on every build, no matter how much time has passed.

Question 22

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 23

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 24

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 25

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.

Question 26

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

Accepted Answer

Pro 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 Pro 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 27

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 28

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, Pro Restored builds can be swapped for a $50 fee and Mamba Custom builds repaired for $50.

Question 29

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 30

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 31

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

Accepted Answer

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

Question 32

Are third-party or aftermarket controllers accepted?

Accepted Answer

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

Question 33

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 34

How should I pack my old controllers for return?

Accepted Answer

Use the reusable swap box your new controller arrived in. Wrap each controller in the included foam or bubble wrap, fill empty space so nothing rattles, and seal it up. Damage caused in transit from loose packing is on the sender.

Question 35

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 36

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 Pro Restored builds restock weekly as new cores come in from trade-ins.

Question 37

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 38

How do I reach support?

Accepted Answer

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

Question 39

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.

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