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description: How to interact with our Support Team for a quick resolution.
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# Getting Support

**Support Guidelines – Please Read Before Contacting Us**

Our support team is small but mighty — we’re in-house, experienced, and committed to helping you.  To serve everyone effectively, we prioritize inquiries that include clear, detailed information.  If your message is vague, we’ll still try to help, but those who give us more to work with will be assisted first.

**Before reaching out**, **please take note of the following**:

* **Please update the firmware on your device**.  There is no point in reaching out until you do.  Sorry iOS (iPhone/iPad) users, you are going to need to find a device that can update the product.
* **Please update the app from the app store**.  There is no point in reaching out until you do.
* **Ensure your inbox isn**’**t full** so you can receive our replies.
* **Describe the issue clearly in the body of your email**.  Avoid putting the problem in the subject line — if it fits there, it’s not detailed enough.
* **Videos help a lot**.  They let us see the full setup — the device, cables, and any behaviors — which helps us quickly identify the problem.  They also allow us to inspect the condition of your device.
* **Pictures also help**.  It is best if you can provide close up pictures of ports and cables, especially if you are experiencing connectivity issues.
* **Include proof of purchase:**
  * If you purchased from **collectiveminds**.**ca**, provide your **order number**.
  * If you purchased elsewhere, include a **photo of the receipt**.
* **If contacting us through the app**, please answer all prompted questions.
* **Be respectful**.  We genuinely love helping customers, but if messages become abusive or demanding, support may be terminated.
* **Declaring an item defective is not enough**.  We need to see some form of proof (like video or detailed descriptions).  If you're unwilling to troubleshoot, we won’t be able to assist.
* **Exceptions are made at our discretion**.  Honesty and cooperation go a long way with us.
* **Strike Pack users**.  It is a really good idea to have two controllers.  Having the Strike Pack permanently attached to a single controller reduces physical wear and tear.  Also if something goes wrong with your controller, it is easy to compare with the other to diagnose.

**Response Time & Email Etiquette**

* Our response time may vary depending on volume.
  * While we'll try to respond within 3 days, we can't always.  If you haven’t heard back within **one week**, it’s okay to follow up — **in the same email thread**.  Always **reply to the original email thread** to keep the conversation together.
  * If after sending your second email, you haven't heard back from us at the **two week** mark, there is a possibility we are not receiving your emails.  Please reach out to our live chat during its hours of operation Mo-Fr 12:30 pm to 4:45 pm PST.  Alternatively, depending on who you originally contacted, you can reach out to the other team (Support or Orders) which will bring attention to the issue.
    * Please **do not** submit chargebacks to get our attention; they take ages to come off if reversed, and they can massively delay any replacement or refund, potentially by months.
* For technical issues, contact the **Support Team**, not the Orders Team.
* For orders issues, contact the **Orders Team**, not the Support Team.

**Returns & Replacements**

* Only our **Orders Team** can investigate delivery issues.  We will always try to ship your item on time.  Sometimes your purchase may be marked with a preorder date in the title, so ensure it doesn't have that before reaching out.  We can't control the speed or direction of the mail or courier once the product is shipped.
* We **do not** issue return labels unless:
  * We’re exchanging your item for a replacement of the same device, or...
  * We’ve requested the product for analysis.
* If you throw away your device without permission, your warranty is void.
* If you disassemble your device, your warranty is void.
* Accidental damage or damage from pets voids your warranty.
* If your device was purchased used or from an unauthorized source, you don't have a warranty with us.
* If you purchased from **collectiveminds**.**ca** and want to return your item, you must do so **within 30 days** at your own cost, as outlined in our shipping policy.
* If you bought the product elsewhere, returns must go through that seller.
* If you’re **within 30 days of an Amazon purchase**, we may ask you to return it to Amazon for a replacement or refund.
