STORE FAQ
Mod Squad is 100% Aussie owned and operated in Brisbane, Queensland.
Business hours are 9am to 5pm, Australian Eastern Standard Time (AEST / UTC+10), Monday to Friday.
Brisbane is an hour behind Sydney and Melbourne from the first Sunday in October to the first Sunday in April due to Daylight Savings.
Mod Squad is closed weekends and all National & QLD public holidays.
All products sold by Mod Squad are genuine and sourced direct from the manufacturer, or from official distributors.
Mod Squad is the official Australian retailer for XIM APEX, Titan One and Titan Two, as listed on the XIM Technologies and ConsoleTuner websites.
Mod Squad ships Australia-wide to all metropolitan, regional and remote locations. We do not ship internationally.
Delivery is not available to Parcel Lockers or Parcel Pickup locations.
All orders will be dispatched the next business day.
Delays may occur if we need to verify contact, payment or delivery details. If there are any concerns with your order, we will contact you via phone and/or email prior to dispatch.
All orders are processed online via the Mod Squad website.
Mod Squad operates from a warehouse that is not open to the public and we are unable to offer pick up to local customers.
Mod Squad uses Australia Post’s Parcel Post and Express Post delivery services.
Shipping options are provided at the Checkout after a delivery address has been entered.
Shipping is capped at Australia Post’s rate of $9.20 for Parcel Post, or $12.20 for Express Post, for up to 5KG deliveries anywhere in Australia.
Australia Post shipping rates for deliveries exceeding 5KG are updated live at the Checkout.
Same-day courier rates to metropolitan Brisbane start at $77 for 3 hour delivery.
Same-day delivery is not offered at the Checkout, but can be arranged on demand.
Australia Post estimates 1-3 business days for Express Post, and 4-6 business days for Parcel Post to major cities in Australia.
Regional and remote areas will take longer for delivery, however Express Post will always be faster than Parcel Post.
Yes, however you’ll need to contact us quickly as orders are dispatched the next business day.
Australia Post does not deliver or transport shipments on the weekend.
Orders submitted on Saturday & Sunday will be dispatched on the next business day.
All orders are tracked via Australia Post, with status updates via email when the parcel is in transit.
Please check your Spam or Junk email settings and folders if notices are not received.
Contact us immediately if a shipping address error is detected.
We are not able to amend a delivery address once an order has been dispatched.
Orders are placed On Hold if we need to verify contact, payment, delivery details, or stock to arrive for your order.
We will contact you via phone or email if there are any issues with your order. Once the correct details have been confirmed, or stock has arrived, your order will be processed.
If your order is 7 days overdue, contact us with the order number & tracking ID and we will follow it up with Australia Post.
Australia Post was unable to deliver to your shipping address and the parcel has been returned to Mod Squad.
We will contact you to arrange a second delivery attempt. Australia Post shipping charges apply to redeliveries.
Contact us as soon as possible if you didn’t receive your order in full, or were sent the wrong product.
Photos are taken of all multi-product orders prior to dispatch to minimise shipping errors, but mistakes can happen from time to time. If we missed an item, please let us know. After verifying your order, missing items will be sent at no additional cost.
If you received the wrong item, please contact us for a return. The correct product will be sent after receiving the returned item. Mod Squad will pay return shipping costs and the correct item will be sent at no additional cost.
We accept PayPal, VISA, Mastercard, AMEX and Afterpay.
We provide Afterpay, so you can play now and pay later. Afterpay splits the cost of an order into 4 equal payments over 6 weeks.
Your order will be sent after the first payment, so there’s no need to wait.
All payments are encrypted via secure payment gateways at PayPal, Stripe and Afterpay. They respond with an authorisation code if the transaction is approved.
We do not have access to, nor the ability to store your credit card details.
Mod Squad does not share your personal data with anyone. Please refer to our Privacy Policy for more information.
We have no ability to split payments between multiple credit cards.
Contact your bank if your credit card is not working. In most cases, it’ll be due to hitting the card limit.
Pre-order means a product is temporarily out of stock while we wait for a shipment from the manufacturer.
Pre-orders jump the queue when stock arrives and will be processed before other orders.
Follow our Twitch channel for follower-only giveaways and discount codes.
Creating an account, buying products, subscribing to the newsletter and leaving a product review earn Reward Points. Reward Points can redeemed for a discount on a future purchase.
Reward Points are granted at a rate of 1 point per dollar spent, e.g. spending $200 earns 200 Reward Points. Reward Points are redeemed at a rate of 1 point per cent discount, e.g. redeem 250 points for a $2.50 discount.
To redeem Reward Points, login to your account on the Checkout page. If you have Reward Points available, press the Apply Discount button to add the discount to your order.
Reward Points expire after one year.
Mod Squad offers the lowest possible retail prices for the products we sell and does not have a price matching policy.
You may be able to find our products cheaper, but we make up for it with expert advice, fast local shipping and an Australian warranty.
Cheaper items on Amazon and eBay are strictly “buyer beware”:
- The product may be a clone that will brick when updated,
- Stock is not located in Australia and will take longer to ship than claimed (check the eBay store location, not the listing address),
- No tracking is provided and deliveries are rarely on time (80% are delivered 3-4 weeks late, with no recourse for lost shipments),
- To beat Aussie prices, the seller does not collect or pay import duties or GST (all imports must charge GST as of July 1, 2018),
- Products may be seized at customs (you will lose your money & goods if import duties or GST are not paid by the seller),
- No warranty is provided, with no consumer protection (all electronic goods sold in Australia must offer a minimum 12 month warranty) and
- Amazon’s “no questions asked” return policy means any product you buy as “new” may be used and/or broken (third-party Amazon sellers are notorious for this practice).
Combined, these factors make for a risky purchase on eBay and Amazon, not only stacked against the consumer, but also against Australian small businesses who cannot compete with overseas sellers cheating our legal and taxation systems. The only way to guarantee genuine products with full warranty coverage is to buy from an Australian business.
Mod Squad is the official Australian retailer for XIM Technologies and ConsoleTuner products. Mod Squad is the only Australian retailer authorised to sell XIM APEX, Titan One & Titan Two in Australia. Warranty claims will not be honoured by the manufacturer for third-party purchases.
Yes, however you’ll need to contact us quickly as orders are dispatched the next business day.
Changing an order may require the cancellation of an existing order and a new order submitted. Payment gateway transaction fees (2% Stripe, 3% PayPal, 6% Afterpay) are not refundable, so please ensure your order is correct prior to payment.
Orders marked “Completed” cannot be cancelled as they have already been dispatched to Australia Post.
Orders marked “On-hold” may be cancelled as we are awaiting customer confirmation of payment, address or recipient details.
Orders marked “Processing” may be cancelled, if they can be caught quickly enough.
Contact us as soon as possible to cancel an order. If we’re able to cancel an order on time, refunds will be returned via the payment gateway used to submit an order (PayPal, Afterpay or Stripe). Payment gateway transaction fees (2% Stripe, 3% PayPal, 6% Afterpay) are not refundable.
If you received the wrong item, or need to return a product for an approved warranty claim, please refer to our Returns policy.
Detailed information is provided on every product page and we’re available via live chat, email and social media channels to help you to make an informed purchasing decision.
We want you to be 100% happy with your purchase, however consumer guarantees do not apply if you got what you asked for but simply changed your mind, bought the wrong product, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
Change of mind refunds are not possible for opened goods and we don’t offer a satisfaction guarantee. Please read our Returns policy for more information.
If you need help to setup and use your product correctly, please refer to the Conditions, FAQ and Support tabs on the relevant product page.
Links to manuals, software, tutorials and/or troubleshooting from the manufacturer are provided on the Support tab of every product page.
