Quick answers about choosing your gear, delivery and getting started. Cannot find your question? Contact us.
Shipping & delivery
How much is shipping, and how long does delivery take?
Free worldwide shipping · Pre-ship QC · Tracked delivery · Arrives in 8-15 business days · Import duties included
See our shipping policy for processing, delivery and customs details.
Do you ship to my country?
We ship to most countries. Confirm that your destination is available at checkout before placing your order. If you are unsure, email support@crtwave.com before buying.
Will I receive tracking information?
Yes. Once your order ships, your shipping confirmation email will include a tracking link.
What if tracking stops updating or my package is delayed?
If tracking has not updated for 7 days, email support@crtwave.com with your order number. We will check with the carrier. If the package is confirmed lost, we will arrange a replacement or refund as explained in our shipping policy.
Tracking says delivered, but I cannot find my package. What should I do?
Email support@crtwave.com with your order number within 48 hours of the delivered status so we can open a trace with the carrier. A replacement or refund is available if the package is confirmed lost; see the shipping policy.
Choosing the right product
Will this controller, accessory or card work with my device?
Check the exact model, supported platforms, connection modes and selected option on the product page. Similar-looking products or different versions of the same device are not necessarily interchangeable. Email us the product link and your exact device model if you need help checking.
Which handheld should I choose for myself or as a gift?
Start with the games or systems you want to play, your budget and how much setup you are comfortable doing. Tell us those details and the models you are considering; we can help you compare the available product information. Performance and compatibility depend on the model and software, not just a game count. Browse handhelds.
Are games, a memory card or accessories included?
Included contents vary by product and selected option. Read the listing and option names before ordering; do not assume that every version includes the same card, game content, charger or accessories. If a specific game or included item matters to you, ask us before buying.
Can I use any TF card or cartridge with my handheld?
No single card or cartridge works with every device. Match the card type and supported hardware to your exact model, and check any system or firmware requirements in the listing. Our TF card guide covers basic handling and setup.
Setup & troubleshooting
Where can I find setup instructions?
Our setup guides include R36S first boot, controller pairing and TF card basics. Coverage varies by device; always follow the instructions for your exact model.
My device will not start, or my controller will not pair. Can you help?
Check the relevant guide and your model's manual first. If you are still stuck, email support@crtwave.com with your order number, device model, a description of the issue and a short video or clear photos. Tell us what you have already tried so we can help with the next step.
How do I add games or update firmware?
Use instructions for your exact device and software version. Before formatting a card or changing firmware, check the relevant documentation and back up your existing data. Do not install firmware intended for another model. You are responsible for complying with applicable laws, including copyright, when installing or using software and game content; see our terms of service.
Returns, replacements & refunds
What if my item arrives defective, damaged or incorrect?
Defective, damaged or wrong item? Free replacement or refund — just send us a short video.
Email support@crtwave.com within 30 days of delivery with your order number and a short video or clear photos showing the issue. See our refund policy for the full process and available remedies.
Can I return an item if I change my mind or choose the wrong model?
Our voluntary return policy does not cover change of mind, ordering the wrong model or preferring a different color. This does not limit your statutory rights. In particular, UK and EU consumers retain the statutory 14-day right to cancel described in our refund policy. Please check compatibility and options before buying, or email us if you are unsure.
Do I need to send the item back, and where should I send it?
Email us first for return instructions. In most defect cases you do not need to send the item back; if a return is needed, we will explain the next steps. Our business address is not a return address. Do not send a parcel there or return anything before receiving instructions.
How will an approved refund be paid?
Approved refunds go back to your original payment method. See the refund policy for processing times; your bank may take longer to show the refund.
Are my consumer rights protected?
This does not affect your statutory rights under the consumer laws of your country, including any right to cancel or to a remedy for faulty goods.
Our refund policy also sets out UK and EU cancellation rights and Australian Consumer Law guarantees.
Orders & payments
Can I cancel my order before it ships?
Yes. Email support@crtwave.com with your order number before your order ships. Once it has shipped, the return and cancellation provisions in our refund policy apply, including your statutory rights.
Can I change my shipping address?
Email support@crtwave.com before the order ships. We cannot redirect packages that are already in transit; see our shipping policy.
Which payment methods can I use?
The payment options available to you are shown at checkout. For security, some orders are reviewed before payment is captured and may require additional verification. See our terms of service.
What name will appear on my card statement?
CRTWAVE GAMES
Still need help?
How do I contact CRTWAVE?
Email support@crtwave.com or use our contact page. We reply within 2 business days. Include your order number if you have one, or the product link and exact device model for a pre-purchase question.