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Common Questions

Q) How do I contact you?
A) Use our Contact Page.

Q) I purchased a repair, what do I do now?
A) Here's our process:

IMPORTANT!
Pack your console carefully with plenty of bubblewrap/padding and make sure the console cannot move/slide around inside the box. They will get damaged during shipping if you do not package them well.

Once you order a repair from our website (or custom repair invoice), you'll receive an automated email with instructions on how to package the console and where to send it using whichever mail service you prefer (we're located in Washington State). Our prices cover return shipping. Note: Make sure to check your spam folder after you order if you don't see the automated email in your inbox.

Make sure the name and address on the shipping label match the order info so that we can look up the order in our system when your console arrives. If the shipping name/address don't match, you can print a copy of the order and put it in the box so we can look up your order that way. If you have additional notes or repair requests, make sure to include those in the box as well.

DO NOT SHIP CABLES or CONTROLLERS or DOCKS! We have everything we need to test your console.

*Please Note: We do not ship to military addresses (We've had way too many consoles arrive broken.)

*Please note: We do not require a signature for return shipping. If you would like signature confirmation please let us know.

*Please Note: We purchase shipping insurance up to $100 for all consoles. If you would like additional coverage, please contact us and we'll send a quote for the additional shipping costs.

Box Sizes:
These are the box sizes we've found to work well with each console type:

-PS5 consoles: Box size: 12"x12"x18". You can remove the two outer covers if you would like, they slip off without having to remove any screws and it makes it easier to box.

-Xbox Series X: Box size: 12"x12"x18".

-PS4 (all versions) & Xbox One S/X: Box size: 14"x14"x6".

-Handhelds (ie, Nintendo Switch): USPS small flat-rate box.

Please pad your console carefully (including the corners) to prevent damage. Try to leave no space between your console and the box. This will keep the box from being crushed in transit.

Please Note: Boxes and shipping materials that you used will not be returned unless you specifically request it and there may be an additional shipping fee because we use our own packing standards. This includes original Playstation, Xbox and Nintendo packaging.

Our repairs usually take between 1-5 business days, not including shipping to and from your location. It's rare that our repairs are delayed, but delays can happen due to:

1. Parts shipped from China taking much longer to arrive and some electronic components are extremely hard to get because of worldwide shortages due to COVID.

2. Additional repairs- If your console needs additional work after the original repair is complete, it may require more time.

Once we receive your console, we'll send an email within 24hrs that includes your scheduled repair date. For return shipping, all packages are insured up to $100. If you would like faster shipping or more insurance, please contact us and we'll bill you for any additional fees.

Before we ship it back to you, we test our repairs to make sure they work. The repairs listed on our website have a 90-day warranty. Custom repairs not listed on the website may or may not have a limited warranty; it depends on the repair.

If the console is not repairable, we will refund your card, minus our bench fee for the time spent diagnosing and working on it. The PS5 and Series X bench fee is $50 and the bench fee for all other consoles is $39. We can then send the console back to you or recycle it here locally.

Q) What if my console stops working again?
A) We offer a 90 day warranty on most repairs. If it is outside the warranty period we may extend the warranty or offer you a discount on the repair, this decision will be at our discretion. Our warranty covers parts and labor but does not cover abuse, liquid damage, dropped devices, insect infestations, etc.

Q) What if my device is not fixable?
A) If the console is not repairable, we will refund your card, minus our bench fee for the time spent diagnosing and working on it. The PS5 and Series X bench fee is $50, all other consoles have a $39 bench fee. We can then send the console back to you or recycle it here locally.
Q) What is your turnaround time
A) Our repairs usually take between 1-5 business days, not including shipping to and from your location. It's rare that our repairs are delayed, but delays can happen due to: 1. Parts shipped from China taking much longer to arrive and some electronic components are extremely hard to get because of worldwide shortages due to COVID. 2. Additional repairs- If your console needs additional work after the original repair is complete, it may require more time.
Q) Are there things you don't fix?
A) This is a list of issues we do not currently repair:
- Data saves and/or transfers on any game console - We do not mess with your save data. If we're installing a new hard drive for you, we simply install the hard drive and a fresh copy of the operating system. All other repairs are done without modifying/changing/deleting existing data.
- Software Modded or hacked consoles - This one is negotiable, so contact us to find out if we're willing to make the repair; it will depend on the type of repair requested.
- Bug infested consoles - We're not set up to handle bug infestations and can't risk infecting our location or other customer consoles. NOTE: If you have a roach problem in your home, I can almost guarantee your console will be infected with them. If you ship your console to us and we find live bugs, we will ship it right back and you will pay for return shipping.
Q) Do you have any DIY repair resources?
A) You can find some of these repairs over on our YouTube and social media channels:

ShaneFix Youtube:
https://www.youtube.com/c/shanefix

ShaneFix Facebook:
https://www.facebook.com/shanefixofficial

ShaneFix Instagram:
https://www.instagram.com/shanefixofficial/

Q) Where are your terms of service?
A) https://shanefix.com/pages/terms