Frequently Asked Questions
What shipping carriers do you use?
UPS and FedEx
Where’s my order?
When your order is shipped, you will receive a shipping confirmation email containing your online tracking ID and link to the couriers website/tracking portal. At times, there may be a slight delay to your delivery due to unforeseen circumstances. Please be patient and allow up to 10 working days for delivery before attempting contact with us. For more information, refer to our Shipping Policy.
How do I change the address on my order?
All Change of Address Requests must be submitted through our Support Form within 24 hours from the time your order was placed. To ensure our team members are able to address your request in time, you MUST select 'Order Cancellations/Address Change' under the 'Reasons for Support' dropdown menu.
I’ve placed a pre-order, how long will it take for delivery?
For pre-ordered items, standard shipping and delivery times will apply from the date of product release as stated on the product page at the time of purchasing. In the unfortunate event of a delay in shipments arriving to our warehouse, you will be notified via the email address provided on your order form.
What is your returns and refunds policy?
Please read our full policy here
I’ve changed my mind – what now?
For all change of mind purchases, the customer is solely responsible for all shipping and restocking fees associated with their return. The amount will depend on the type of product returned, and will be deducted from the final refund. Change of mind returns will only be accepted if the item has not been opened or used.
How do I cancel my order?
All Cancellation Requests must be submitted through our Support Form within 24 hours from the time your order was placed. To ensure our team members are able to address your Cancellation in time, you MUST select 'Order Cancellations/Address Change' under the 'Reasons for Support' dropdown menu.
How do I return an item?
First, customers MUST contact the X Rocker support team using our Support Form to confirm they would like to return an item and to receive our returns shipping address. X Rocker will not accept or be held responsible for any unsolicited returns. Depending on the type of item, X Rocker may arrange a collection of the item(s) however a fee may be applied depending on the reason for return.
I’ve shipped my item back – when will I be refunded?
Once the item(s) have been received, and the reason for return is verified, your refund will be credited into your account via the original payment method used. Depending on the courier, it can sometimes take up to 10 working days (excluding weekends and public holidays) for the item to be delivered and processed by our returns team.
Can I exchange my item?
Unfortunately, we are unable to offer item exchanges. If you want a replacement for a faulty item, we will do our best to send out a new item depending on stock availability. Or else, a refund will be issued.
I’ve bought my X Rocker through a retailer – how do I return it?
Please contact the retailer you purchased from directly to begin your return. It is at the discretion of the retailer to accept the return and we cannot influence their decision.
What consoles can my X Rocker chair connect to?
All of our audio gaming chairs are compatible with most major game consoles and audio devices, including: PlayStation, Xbox and Switch.
How do I connect my X Rocker chair to my console?
All of our audio gaming chairs are supplied with an easy to follow, step-by-step instruction manual. Please follow the guide to the best of your ability, and if something’s still not right – please contact our support team using our Support Form.
I think my product is faulty - what do I do?
We’re sorry to hear this! Please contact our support team using our Support Form. Please provide as much detail as possible, including photos/videos, and we will work with you resolve the issue.
I’m missing some parts – can you send replacements?
Yes! Replacement parts will be offered where possible (depending on stock availability and warranty timing), if accepted by the customer. Please contact our support team using our Support Form for help.
I’ve accidentally damaged my item and it’s no longer working.
All of our products in North America are sold with a 90-Day Limited manufacturer warranty. Unfortunately, this does not cover user accidental damage, graded stock items or general wear and tear. If you would like to purchase a replacement part to repair the item, please contact our Support team using our Support Form.
Where do I find the model number or product number?
Where do I find the model number or product number? The model number can be found in two places. A) It is the last five digits of the barcode, located on a tag, on the back of the chair. B) It is located on the cover of the owner’s manual, towards the bottom and preceded by the following. “Have this number ready when calling customer support.”
What does a ‘wireless’ connection mean?
Wireless X Rocker chairs are designed and built for users who wish to eliminate the need for audio cables that run from chair to TV, game system, etc. Simply connect the wireless transmitter to your TV or device, match the wireless band on your chair to the transmitter on the TV/device. For more details on setting up a wireless connection, please visit our YouTube for step-by-step videos. Please Note: a) wireless models can still be hard-wired, if needed. b) All our models (including wireless models) derive their power from a power adapter that runs from chair to power outlet.
What is the difference between wireless and Bluetooth?
What is the difference between wireless and Bluetooth? A Bluetooth connection connects your X Rocker to any Bluetooth-enabled audio device without any additional accessories. A wireless connection connects your X Rocker to any audio device using a digital transmitter.
If I purchase a wireless model chair, do I also have to purchase the wireless kit?
No. A wireless model chair comes with all the necessary components to enable the wireless feature.
Will one TX box (transmitter) send sound to multiple chairs?
Yes. The band frequency (1, 2 or 3) on the chairs must be the same as the frequency on the TX box.
What is the seat height on our pedestal-mounted gaming chairs?
Approximately 18 inches off the floor.
Can my floor rocker be converted to a pedestal mounted gaming chair?
No. A floor-rocker is not engineered to sit on the mounting components.
Can my pedestal mounted chair be converted to a floor rocker?
The mounting components on some of our chairs can be removed, enabling the chair to sit and rock on the floor.
COVID-19 – Are you still open?
As we all adjust to a whole new way of living and working, we want you to know we’re committed to doing all we can to keep both our staff and customers safe as per the latest government guidelines. X Rocker (xrockeruk.com / xrockergaming.com) is open, but whilst we’re doing everything we can to get your order to you as quickly as possible, the increase in safety measures being taken and unfortunate covid-related staff absences for both us and our delivery partners, may mean that your delivery takes slightly longer than usual. Thank you for your patience!
Who is X Rocker?
X Rocker is the leading manufacturer of gaming furniture. We have a huge product offering that’s suitable for the whole family, from floor rocker chairs and audio pedestals, to gaming desks, beds, bedroom furniture and accessories.
How do I place an order?
We only accept orders placed in our online stores (xrockeruk.com / xrockergaming.com). To place an order, simply add your item(s) to your basket and click ‘checkout’.
Where can I see your products in store?
Unfortunately, we do not have a physical high street store, however we work with various retailers across the globe who may proudly display X Rocker products in store. You can find our full list of retail partners here
Do you offer a warranty period?
Yes! All X Rocker products in the US and Canada are sold with a 90-day manufacturer warranty (proof of purchase necessary) and does not cover user accidental damage, graded stock items or general wear and tear. T&C’s apply. For more information, our warranty details can be found here.
I want to change my order
We’re unable to change your order details once the order has been finalised. This includes changing the item, item size or colour, delivery/billing address, and adding or removing items.
I’ve contact the support team – why am I not getting a response?
During holidays and peak seasons, we experience a high volume of inquiries. We assure you our team is working hard to answer your query as fast as possible. Please allow up to 7 working days for a response. Thank you for your patience!
What are my payment options?
We accept all major credit/debit cards including Visa, Mastercard, AMEX, Google Pay, PayPal, Amazon Pay, Shop Pay, Facebook Pay and Apple Pay. Alternatively, we have various finance options so you can split your payment.
Can I pay in instalments?
Yes! We believe that everyone should be able to have the ultimate gaming setup. That’s why we offer various options to stretch out your purchase into easy payments with Sezzle. Sezzle allows you to spread your payments out over 6 weeks, interest free, without effecting your credit! For questions regarding Sezzle payments and returns, visit: https://xrockergaming.com/pages/how-sezzle-works
Student Discount
Unfortunately, we are currently unable to offer student discounts.
Do you offer a military discount?
From time-to-time we do offer military discounts. To figure out whether or not we are currently offering a military discount, please contact our support team using our Support Form.
Promotional Sales
We will often run seasonal promotions, offers and marketing campaigns. This applies to selected products only and prices are subject to stock availability. X Rocker reserves the right to amend prices, remove lines or end the sale early without prior notice. We are unable to honor prices for orders placed before the sale starts or after the sale ends. Some discount codes through affiliates and partners will be disabled during sale periods. No more than one discount code can be used at any time.
What is the X Select Program?
Our X Select program provides content creators, influencers and affiliates an opportunity to promote X Rocker products, grow their content, and host X Rivals tournaments- all while earning a commission-based form of income. X Select members have access to discount codes, tournament opportunities, bonuses, brand assets and more. We understand the amount of work and effort that goes into content creation. By joining the X Select community, you become part of a mutually beneficial partnership that will help you not only help grow your audience, but also grow your income. We work with you to support and grow our X Select members in many different ways, including: features on our social channels of more than 100k followers, the ability to host your own tournaments on the X Rivals platform, exclusive Q&As in our Discord, free product for giveaways, and placement on our website.
How do I sign up for the X Select Program?
Please fill out our Support Form and select ‘Affiliates & Content Creators’ under the ‘Reason for Support’ dropdown. Select ‘Other Retailer’ under the Retailer Purchase From dropdown.
Who do I contact for team sponsorships and partnership opportunities?
Please fill out our Support Form and select ‘Sponsorships & Partnerships’ under the ‘Reason for Support’ dropdown. Select ‘Other Retailer’ under the Retailer Purchase From dropdown.
I have a non-profit and want to get involved with X Rocker- who do I contact?
Please fill out our Support Form and select ‘Charities & Donations’ under the ‘Reason for Support’ dropdown. Select ‘Other Retailer’ under the Retailer Purchase From dropdown.
Does X Rocker offer personalized, custom chairs?
Currently we only offer custom chairs for our core sponsorships. We do not offer custom chairs for individual gamers.
