Frequently Asked Questions
WE'RE HERE TO HELP
Welcome to our FAQs! Here, you’ll find answers to common questions about our products, shipping & delivery, returns & refunds, and more.
Whether you're wondering how the controller works, how to track your order, or how to request a return — we’ve got you covered.
PRODUCTS
🎮 What products do you offer?
We specialise in:
- PS5 DualSense & PS5 Edge controller modification kits
- Back paddles, trigger upgrades, and performance mods
- Custom shells, buttons, and aesthetic upgrades
- Accessories such as grips, covers, and thumbsticks
🔧 Do I need experience to install the kits?
Not necessarily.
All products include tutorial guidance, but some upgrades require technical skill.
If you’re unsure, we recommend using our Shadow Grip Build Service.
🛠️ What is the Shadow Grip Build Service?
t’s our professional installation service where we:
- Disassemble your controller
- Install your selected upgrades
- Reassemble and test for quality
👉 You choose the upgrades — we handle the build.
⏱️ How long does installation take?
Installation time depends on the complexity of the build.
- Basic installs: 1–2 days
- Advanced builds: 2–4 days
(Excluding shipping time)
❓ How do I maintain the product?
Keep your Controller clean and dry. Store it safely when not in use and avoid dropping or applying excessive force.
SHIPPING & DELIVERY
🚚 Do you ship across South Africa?
Yes.
We offer nationwide shipping, with average delivery times of:
👉 7–10 business days, with plans to expand internationally in the future.
⏱️ How long does shipping take?
Orders are processed within 1–3 business days. Delivery typically takes 7–10 days depending on your location.
📱 Do you provide a tracking number?
Yes, once your order is shipped, you’ll receive a tracking number via email to monitor your delivery.
RETURNS & REFUNDS
What is your return policy?
We offer a 30-day money-back guarantee. If you're not satisfied, you can request a return within 30 days of receiving your order.
How can I request a return?
Simply contact our support team with your order details, and we’ll guide you through the process.
Are return costs my responsibility?
Return shipping costs may be the customer’s responsibility unless the item is defective or incorrect.
How long does it take to receive my refund?
Once your return is received and inspected, refunds are processed within 5–10 business days.
I’ve been waiting more than 10 days for my refund. What should I do?
Please contact our support team with your order details so we can investigate and assist you promptly.
ORDERS & PAYMENT
How do I know if a product is compatible with my controller?
PS5 controllers have different internal versions (BDM models).
We recommend:
- Checking your controller model before purchase
- Contact us or CHECK HERE if you’re unsure
We’re happy to assist before you order.
Will modifications affect my controller warranty?
Yes.
Installing internal upgrades may void the original manufacturer warranty.
Is placing an order secure?
Yes, all transactions are encrypted and processed through secure payment gateways to protect your information.
Which payment methods do you accept?
We accept major debit/credit cards, PayPal, and other secure payment options available at checkout.
Can I return a product after installing it?
No.
Installed or used products are not eligible for return due to the nature of electronic components.
Do you offer warranty?
We provide:
- Quality-checked products
- Labour assurance on installation services
However:
- No warranty is offered on customer-installed parts
- No warranty on customer-supplied components
I haven’t received an order or shipping confirmation?
Please check your spam/junk folder. If you still can’t find it, contact us and we’ll resend your confirmation.
CONTACT US
How do I contact the ShadowGrip Gaming team?
You can reach us via email at: sales@shadowgrip.co.za or through our contact form on the website.
My question isn’t listed here
No problem — reach out to us directly and we’ll be happy to help!