STORE FAQ
GENERAL
Business operating hours are 9am to 5pm AEST, Monday to Friday. We will reply to Live Chat messages from 8am to 8pm AEST, Monday to Sunday.
Queensland is an hour behind New South Wales and Victoria during Daylight Savings (AEDT) from the first Sunday in October to the first Sunday in April.
We are closed on weekends and all National & QLD public holidays, but will do our best to answer email and Live Chat enquiries as quickly as possible.
Mod Squad uses Live Chat instead of phone support for extended contact hours of 8am to 8pm AEST, Monday to Sunday. This lets us answer more questions, more quickly, at most times of the day and night.
You’ll always speak with a real person at Mod Squad who knows the answers to your questions. You’ll also get an automatic email of the chat after your query has been completed.
We are busy beavers, so if you don’t hear back from us right away, leave your email address in Live Chat and we’ll reply as soon as possible.
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 NEXUS, XIM APEX, Titan One and Titan Two, as listed on the XIM Technologies and ConsoleTuner websites.
We do not provide hardware modification services.
Most products come with a full 12 month’s manufacturer’s warranty. For many products, our policy exceeds the manufacturer’s warranty period.
As the official Australian distributor, Mod Squad is the only seller in Australia to offer manufacturer warranties for XIM NEXUS, XIM APEX, Titan One and Titan Two.
Mod Squad does not share your personal data with anyone. Please refer to our Privacy Policy for more information.
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 a few bucks cheaper, but we make up for it with fast local shipping, comprehensive product knowledge and expert advice.
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 a registered Australian business with an ABN.
Mod Squad is the official Australian distributor for XIM Technologies and ConsoleTuner products. Warranty claims will not be honoured by the manufacturer for third-party purchases.
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.
If you have any questions, or need expert advice to choose the right product, contact us via email, Twitch, Discord, Twitter, Facebook, YouTube or Instagram.
We’re available on Live Chat most of the time, Mon – Sun, 8am – 8pm AEST.
Email and Live Chat are the best methods as we will respond after hours and on weekends.
Use the “Lost your password ?” link on the Checkout page when completing a purchase, or on the My Account page at any time.
PAYMENT
We accept PayPal, VISA, Mastercard and AMEX credit and debit cards.
Your payment details are not saved to the Mod Squad website at any time.
All payments are sent in encrypted format to a secure payment gateway at Stripe or PayPal. They respond with only an authorisation code if the transaction is approved.
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 will the card hitting the credit limit set by the bank.
SHIPPING
Mod Squad ships Australia-wide to all metropolitan, regional and remote locations. Delivery is not available to Parcel Lockers or Parcel Collect locations.
We do not ship internationally, however some of our customers use AUSFF as an overseas shipping redirection service.
Most orders are dispatched the next business day (Monday to Friday, excluding public holidays). Delays may occur if there are a large number of orders to process, or 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.
Mod Squad operates from a warehouse that is not open to the public and we are unable to offer pick up to local customers.
All orders are processed online via the Mod Squad website and shipped via Australia Post.
Mod Squad uses Australia Post’s Parcel Post and Express Post delivery services.
Delivery services are provided at the Checkout after a shipping address has been entered.
Mod Squad uses a flat rate shipping fee Australia-wide for a Small Satchel using Australia Post’s network for Express Post and Parcel Post, including Signature on Delivery.
Pricing is adjusted annually for inflation with rates coming direct from Australia Post.
Australia Post estimates are 1 to 3 business days for Express Post, and 4 to 6 business days for Parcel Post to major cities in Australia, after they receive the parcel from us.
Regional and remote areas will take longer for delivery, however Express Post will always be faster than Parcel Post.
Mod Squad does not offer a courier delivery service. All orders are shipped using Australia Post.
Yes, however you’ll need to contact us quickly as most orders are dispatched the next business day.
Australia Post does not deliver or transport shipments on the weekend.
Orders submitted on Friday, Saturday & Sunday will normally dispatch on the next business day, depending on the volume of orders to process.
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.
Extra Cover Insurance is optional for all orders over $100 to cover against loss or damage in transit.
Extra Cover Insurance ends when tracking indicates that a parcel has been delivered to the shipping address.
Sign on Delivery is included with all orders for extra peace of mind against mail theft or delivery to the wrong address.
If no-one is home to sign for the delivery, your parcel will be taken to a local Post Office for pickup. Look for a delivery notification in your mailbox, email or SMS.
If your order is 7 days overdue, contact us with the order number & tracking ID and we will follow it up with Australia Post.
Contact Australia Post with the Tracking Number for your order and request Proof of Delivery. Or contact us and we’ll enquire on your behalf.
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.
ORDERS
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.
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.
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% of total) 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 or Stripe). Payment gateway transaction fees are not refundable.
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.
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, 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. The Transaction Fee to process payments is non-refundable. Please read our Returns policy for more information.
