Terms & Conditions
The general rules for using our site and services.
Acceptance of terms
By using this website, submitting a repair ticket, placing a bulk/group order, or buying a refurbished controller, you agree to these terms. Specific orders may also be covered by our Repair Agreement or Group Agreement, which apply alongside these general terms. (Our Collection Partner Program is not live at launch, so no order placed today is covered by a separate partner agreement.)
Services offered
Stick drift repair, Hall Effect/TMR joystick upgrades (sold as both sticks, as a pair — single-stick repairs are available by custom quote only), general controller repair, USB-C port repair, battery replacement, deep cleaning, and refurbished/modded controller sales — for Xbox Series, Xbox Elite Series 2, and PlayStation DualSense controllers, by mail-in only at launch. See Services & Pricing for current offerings and starting prices. Prices are advertised as starting/approximate and are usually accurate within about $5 unless your controller is modified, damaged, liquid-damaged, or previously repaired.
Quotes & approval
We diagnose before we charge for repair work. No paid repair work begins until you (or your organization's authorized contact, for bulk/group orders) approve the quote.
Bench / diagnostic fee
A $49.99 minimum bench/diagnostic fee applies if you decline the repair after diagnosis, your controller can't be economically repaired, or you ask for it back without an approved repair. If you approve a quote instead, the $49.99 is credited toward the repair — it is never charged in addition to an approved price.
Payment
Payment is collected through a Stripe Payment Link or emailed Stripe Invoice only. We never collect card numbers directly and never store card data. Payment is due at quote approval unless we've agreed to different timing with you in writing.
Discounts
| Who | Benefit |
|---|---|
| .edu email address | Auto-qualifies for the education discount and warranty extension below |
| Students, educators & official student groups | 10% off eligible repair labor, plus a 180-day limited warranty on the repair performed |
| Bulk orders (4+ controllers, same order) | 1% off per controller in the order (4 controllers = 4% off), capped at 20% before any other cap |
| High-volume (30+ controllers/year, in batches of 10+) | May qualify for custom pricing, by individual agreement |
Maximum combined discount: 20%, for every order during the mail-in-only launch period. Going above this cap requires written sign-off from the owner. Discounts do not apply to tax, shipping, payment processing fees, parts-only orders, pass-through parts, expedited/rush service, buybacks, or third-party accessories unless we say otherwise in writing. Local-pickup-based discount eligibility and stacking will be documented here once that service is live — see Local Pickup & Drop-Off.
Shipping
We're mail-in only at launch — see Mail-In Repair for the full process. Local drop-off is coming soon. Return shipping on mail-in orders is free for orders totaling $150 or more; below that, return shipping is billed at cost and is your responsibility unless your order qualifies for free return shipping. You're responsible for safe packing and (recommended) insurance on inbound shipments.
Declined quotes
If you decline a quote after diagnosis, we return your controller as received, subject to the bench/diagnostic fee above.
Abandoned devices
This section should be reviewed before final legal use — abandoned-property rules vary by state.
- Your device must be claimed (return shipping arranged, or pickup completed once that option is live) within 90 total days after the completion notification.
- If it isn't claimed within that 90-day window, it may be considered abandoned and converted to inventory, recycled, sold, or used for parts, as allowed by applicable law and our business policy.
- If your order qualifies for free return shipping (orders $150+) and you've provided a valid shipping address, we'll ship your device back automatically rather than waiting on the full 90 days.
Warranty
Repairs, upgrades, and refurbished sales are covered by our Warranty Policy — 90 days standard, or 180 days for students, educators, and official school groups — which is incorporated into these terms by reference.
Buyback / trade-in offers
Buyback offers are based on the condition you report and confirmed on physical inspection — final offers are never made before inspection. The offer may be adjusted if the unit's actual condition differs from what was described. You retain the right to decline a revised offer and have the unit returned. Buybacks are separate from purchases of our refurbished/modded controllers. If store credit is offered, it's issued only after buyback inspection and acceptance. See Controller Buyback for the public quote-request process.
Limitation of liability
To the extent permitted by law, our liability for any claim related to a repair, upgrade, or sale is limited to the amount you paid for that specific order. We are not liable for indirect, incidental, or consequential damages, including lost use of a controller while it's in for service.
Trademarks
Okapi Gaming Lab is not affiliated with, sponsored by, or endorsed by Microsoft, Sony, Xbox, or PlayStation. Product names and trademarks referenced on this site belong to their respective owners and are used only to describe compatibility.
Governing law
These terms are governed by the laws of the State of South Carolina (Richland County), without regard to conflict-of-law rules.
Changes to these terms
We may update these terms as our process changes. The version posted on this page is the current one at the time of your order.
Contact us
Questions about these terms? Reach us through the Contact page.