Frequently asked questions

The shop displays products currently published in the live catalogue. Open a product page for its current price, availability, inclusions, variants, and product-specific notes.

The current C16 and M Ultra Gen2 bundles include the selected leverless controller, one Booter 5, and one three-metre COSMOX Hyper-Light USB data cable. Check the product page for the exact contents supplied with the controller.

Not for every setup. Booter 5 is intended for supported passthrough configurations where it is required. Whether you need one depends on your platform, controller firmware, game, and configuration.

Sellable controllers are supplied factory sealed unless the product page says otherwise or you request a pre-dispatch setup check.

You can request a free pilot pre-dispatch check. We open the controller, inspect and test the agreed functions, and make any agreed setup changes. An order with this service has a 2–3 business-day dispatch target.

Yes. Products and variants remain subject to live inventory and may become unavailable before checkout is completed.

No. We do not claim native or universal PS5 compatibility. Supported use may require current controller firmware, the correct mode and configuration, a compatible passthrough accessory such as Booter 5, and support from the particular game.

Read the current product listing and compatibility guide, then match the exact platform, firmware, accessories, game, and configuration you intend to use. Contact support before ordering if anything is unclear.

No. Tournament rules and permitted SOCD settings can vary and change. Confirm the current rules with the relevant organiser before competing.

Prices are shown in New Zealand dollars unless the storefront expressly displays another currency. Round Start Gear Limited is not New Zealand GST-registered and does not represent a New Zealand GST component while unregistered.

The available methods are the options displayed in Shopify checkout for your order. A payment method is not available unless it appears there.

Submitting an order is an offer to buy. We accept it when we expressly confirm acceptance or dispatch the order, subject to stock, payment authorisation, fraud checks, and shipping eligibility.

Yes. Contact support with the product, platform, game, firmware, and accessories involved so we can give you the most useful guidance.

Standard non-rural New Zealand delivery is free when the merchandise subtotal is $269 or more after discounts. Oversized, express, redelivery, and rural surcharges are excluded.

Standard non-rural delivery is $18. Rural delivery is $25, comprising the $18 standard rate and a $7 rural surcharge. All prices are in New Zealand dollars.

Standard delivery is free, but the $7 rural surcharge still applies. Any applicable charge is confirmed before order submission.

Australian delivery is not a standard checkout option. Contact us before ordering for a tracked and signed delivery quote. Availability and price depend on the destination, and the customer pays the accepted quote in full.

Yes. Collection is free and available by appointment after we send a ready-for-collection notice. Wait for that notice before travelling; the collection details are supplied privately.

Our target is 1–2 business days after cleared payment, or 2–3 business days if you request a setup check. We dispatch Monday to Friday, excluding New Zealand public holidays. These targets are not guarantees.

Tracking is supplied when it is available for the selected delivery service.

Contact support promptly with your order number and relevant non-sensitive evidence. Keep the packaging where possible while we investigate with the carrier.

You may request a voluntary return within 14 calendar days after delivery or collection. The item must be complete, undamaged, unmodified, safely packaged, and in as-new resaleable condition with proof of purchase.

The customer pays the return-delivery cost. Original delivery charges are not refunded unless required by law or the return was caused by our error.

A fault reported within seven calendar days receives priority initial assessment. It does not guarantee a particular outcome or turnaround and does not limit any consumer-law rights or later valid fault claim.

Contact us promptly. The seven-day fast track is not a deadline for valid fault claims. Depending on the issue and applicable law, a remedy may include repair, replacement, refund, or another lawful solution.

No. Contact support first so we can provide the correct return address and instructions. Do not send an item to a collection address.

Approved refunds are initiated promptly to the original payment method where practicable. Bank and payment-provider processing times are outside our direct control.

Use the contact form and include the product, order number where relevant, and a clear description of your question or issue. Do not send passwords, payment-card information, government ID, or unrelated private information.

We aim to respond within one business day. This is a response target rather than a guaranteed resolution time.

Read the Shipping, Returns & Support page and the Terms & Conditions page for the full current wording.