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After-Sales

If I return my device, when will I receive my refund?

If you return your device, we will process the refund after we’ve received the device and verified its contents.

If you paid by credit or debit card, the refund will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions.

If you paid by PayPal, refunds will be sent to your PayPal account within three business days.

Can I purchase add-ons during the repair process?

# Rebellion: Our repair services are strictly limited to repairing or replacing your device. We will not be able to make any hardware changes to your device.

Can I purchase specific parts for my device?

# Rebellion: Unfortunately, we do not sell specific parts.  

If I return my device, do I have to pay for shipping?

# Rebellion: In the DOA case, we will cover shipping expenses. In the case of return or replacement without reason, you will need to ship out the product(s) and pay for it. We do not pay for delivery upon arrival of your return, and packages where insufficient postage has been paid will be rejected or sent back to you. If the product(s) fail in the inspection, we will return the product(s) to you after you pay for the shipping fee.

What should I do if I received a broken phone?

# Rebellion: Before we take you through the refund process, we would first like to apologize for the mishap and inconvenience.

Return/Replacement Process:

1. Provide clear pictures of the entire parcel: packaging box and phone device box.

2. Submit an application under "order detail" page and follow the steps choosing the service type and filling the detail then submit. 

3. After submitting successfully, you need to ship out the broken device. Our after-sale agents will continue the process while you wait for the feedback.

Warranty & Repair

Why do I need to provide videos and photos for the repair team?

# Rebellion: By providing us with videos and photos, you will help our repair team identify the issue and expedite the diagnostic process.  

What is the warranty policy for the Black Shark devices?

# Rebellion: What is the warranty policy for the #Black Shark Devices?
#Black Shark phones purchased on blacksharkgaming.com.au come with a 1-year limited warranty, starting from the date of delivery. Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers, software, consumable items, or accessories even if packaged or sold together with the Product. This warranty is only redeemable within the original country or region of purchase.
The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, please present your original Proof of Purchase (invoice), model and serial number of your product, and photographic evidence of the product’s defects to #Black Shark Gaming Customer Service.
#Black Shark Gaming may use rebuilt, reconditioned or new parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new #Black Shark product.

Where is the warranty valid?

# Rebellion: Currently, the #Black Shark phone is only officially sold in AU, EU and UK. Warranty claims can only be made in these regions.

Will rooting or unlocking the bootloader void my warranty?

# Rebellion:

The technical process of rooting or unlocking the bootloader does void the warranty of a Black Shark device. We strongly suggest that you do not root or unlock the bootloader of your Black Shark device. By accessing resources regularly unavailable to the software, you may damage your hardware or irreversibly damage critical software during or after the procedure. Such damage is not covered under warranty. In warranty handling, we will first need to verify that any faulty behavior is unrelated to rooting/unlocking.

Repair Return & Replacement

What is the process for return and replacement?

# Rebellion: If you are not satisfied with your #Black Shark product(s) for any reason, you may request a return within 15 calendar days of delivery. To do so, please submit a support ticket requesting the return or replacement. Once your package is received and checked to verify that the warranty is still valid, we will issue a full refund or a replacement for all eligible product(s).<br>
Please note that all accessories must be new and unopened to be eligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. Accessories must be sealed in their original packaging. If the accessory is returned for without reason, then we will deduct the return shipping fee from the returned amount. 

If I return my device, when will I receive my refund?

# Rebellion:

If you return your device, we will process the refund after we’ve received the device and verified its contents.<br>

 

If you paid by credit or debit card, the refund will be sent to the card-issuing bank within five business days of receipt of the returned item or cancelation request. Please contact your card-issuing bank with any additional questions.<br>

 

If you paid by paypal, refunds will be sent to your paypal account within three business days.

If I return my device, do I have to pay for shipping?

# Rebellion: In the DOA case, we will generate a waybill code, you just need to ship out your product with the code and do not need to pay for the shipping fee. In the case of return or replacement without reason, you need to ship out the product(s) and pay by yourself. We do not pay for delivery upon arrival of your return, and packages where insufficient postage has been paid will be rejected or sent back to you. If the product(s) fail in the inspection, we will return the product(s) to you after you pay for the shipping fee.

Return & Replacement

# Rebellion: Partial Refund Policy
All returned product(s) will be fully inspected. To qualify for a refund, the product(s) must be in new condition and, if possible, with the original sealed packaging intact. We reserve the right to provide a partial refund or refuse a refund if the returned goods are deemed to have been damaged. You can refer to the details of the Black Shark Return Policy here. Please note, the return shipping fee for the rejected items will not be covered by Black Shark.<br>

Partial Refunds<br>

You may receive a partial refund in the original form of payment for the items listed below.<br>
Please note: All returns will be inspected at our service centers. The refund amount will not include the original shipping and handling fee. Should the device not meet the requirements, we reserve the right to reject the return.

How do I submit a return / refund request?

# Rebellion: If you have any problem with your order in #Black Shark Store, please feel free to contact info@blacksharkgaming.com.au. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 business days to process. We will do our best to handle your case as soon as possible.

Troubleshooting

Why does the phone get hotter when GameBoost mode is on?

# Rebellion: Gameboost mode boosts your CPU and GPU performance. This will increase power consumption and heat dissipating from your device.

Is the #Black Shark device waterproof?

# Rebellion: The #Black Shark device does not have an IP certification. Please avoid water and high levels of humidity.

Is the LED Strip Android Notification API compatible?

# Rebellion: Currently, no. We are working on offering you more customization options in the future. 

How do I clean and maintain my device?

# Rebellion: The following advice will help you to keep your phone looking good and performing well.

1) Use a soft dry cloth to clean your phone and charger. Don't use liquids such as alcohol, dilution agents or benzene;

2) From time-to-time, clean the socket where the charger cable connects to the phone. Dust tends to gather there. This will ensure a good connection;

3) Don't use needles, pen points or other sharp objects on the keypad or screen;

4) Don't use your phone with wet hands – it could injure you and damage the phone.

5) Don't use your phone in a dusty or dirty environment.

6) Keep your phone away from extremes of heat – like radiators or ovens. It may malfunction if it gets too hot.

7) If your phone gets wet, the warranty will be void.

8) If there's anything wrong with the phone, battery, charger, or any accessory, please contact our support for help.

My device experiences random reboots

# Rebellion: First, confirm whether the issue is related to a specific application. If you are experiencing problems with a single app, uninstall and reinstall that app.
Make sure that your device is up-to-date. If the issue persists, please back up your device and perform a factory reset.

My phone gets hot while gaming or watching videos for long periods of time. Is this normal?

# Rebellion: The #Black Shark is designed to run at maximum performance while dissipating heat with liquid-cooling. As a result, you may feel some heat on the body of the phone during intensive usage.

However, we assure you that our devices and hardware have been thoroughly tested for safety, so heat is not a concern.

If you feel that your phone is producing heat outside of normal levels, please contact customer support for help.

My phone won't turn on. What should I do?

# Rebellion: While this is not normal behavior, here are some things you can try. First, power-cycle the device by holding the power button for 20 seconds, 5 times. Attempt to start the phone by holding down the power button and the volume-down button at the same time. This will start recovery mode where you can perform a factory reset. If this does not solve your problem, please follow these steps:


1) Let your phone rest for 12 hours (do not charge);
2) Charge with the official charger and cable for 6 hours;
3) After 6 hours, disconnect then reconnect your phone to the charger. A low battery screen should appear;
4) Do not attempt to boot. Allow it charge for 1 more hour;
5) After 1 hour, your device should be ready to boot and power-on.

I'm experiencing a charging issue.

#Rebellion: Please make sure the charger/cable is properly connected to the outlet and the device. Try different Chargers/Cables or power sources if possible. If the issue still persists, please contact our support team.
 
Please note that long term use of a third-party charger may damage the device and could void your warranty.

I've noticed that my battery drains rather quickly. What should I do?

# Rebellion: Battery consumption is largely dependent upon user habits. If you think your battery is consuming more power than it should, try the following:


1. Please try closing apps running in the background which are not often used.

2. Check for power guzzling apps; go to Phone Settings > Battery where you’ll be able to find a live breakdown of your battery consumption by app.

3. Try switching off connectivity & wireless features if not in use, such as Bluetooth, Wi-Fi, GPS etc. This will help save some of that valuable lithium ion juice.

4. Switch screen brightness to automatic adjustment mode.

5.You can enable the system's battery saver mode. This will help you to limit the power consumption of the software in the background. To switch on battery saver mode please go to "Settings" > "Battery" > "Battery saver".

Check if you’re on the latest software version. If not, please update your device via OTA or contact #Black Shark Support.

Device cannot power on

# Rebellion: There’s a few steps we can do first:
 
 - Make sure the official charger and cable are working with another device if possible.
 
 - Power cycle the device by holding the Power button for 20 seconds, repeat this 5 times.
 
 - Attempt to start the phone by holding down the Power button along with the Volume down button to start recovery mode and performing a factory reset.
 
 If these do not solve your problem, please follow the steps provided below:
 
 1. Let your phone rest for 12 hours (do not charge)
 
 2. Charge with the official charger and USB cable for 6 hours
 
 3. After 6 hours disconnect then reconnect your device to the charger, a low battery screen should appear
 
 4. Do not attempt to boot device, please allow the device to charge for 1 more hour.
 
 5. After 1 hour, your device should be ready to boot and power on.

What languages are provided in the phone?

# Rebellion: #Black Shark runs a stock Android experience, so all Android system languages are included.

Can I use any QC 3.0 charger?

# Rebellion: Please use the official #Black Shark charger and cable included in the box. We are not responsible for any damage or issues that result from using other cables or chargers.

How do I care for my charger? What safety precautions should I take?

# Rebellion: 1. Only plug into outlets with voltages between 110VAC and 220VAC.

2. Never short-circuit the charger – this may cause electrocution, overheating or damage.

3. Don't charge the phone in direct sunlight or in an area where it's damp, dusty, or on a vibrating surface. Charging your phone near – or on – a TV or radio could interfere with connectivity.

4. Don't use the charger if the power cable is damaged.

5. Keep water away from the charger. If the charger does get splashed by water, or any other kind of liquid, immediately unplug it.

6. Never disassemble the charger.

7. Never touch any charger, electric cable or socket with wet hands.

8. Don't place heavy objects on the electric cable.

9. If the cable is damaged, don't try to fix it yourself.

10. Always unplug the charger before you clean it.

11. When unplugging the charger, hold the plug itself, rather than pulling on the cable.

People cannot hear me during calls

# Rebellion: First, make sure that your main microphone is not blocked by dust or debris. Confirm whether your device’s software is up-to-date.
If you're still having issues, try using another SIM card or contacting your network provider.

Can I use Black Shark 1 Gaming Phone in X country and/or on Y network? 2 years ago Updated

# Rebellion: The #Black Shark device is compatible with the following bands:

GSM: 850/900/1800/1900 MHz
LTE Bands:
FDD-LTE: Band B1/3/5/7/8/20
TDD-LTE: Band B34/B38/39/40/41
TD-SCDMA: Band B34/B39
WCDMA Band B1/2/5/8

Visit willmyphonework.net or frequencycheck.com to confirm if the #Black Shark device is compatible with the frequencies of your carrier. 

I'm getting a weak network signal or no signal.

# Rebellion: A vast majority of connectivity errors result from your network provider and not your device.

Please make sure the SIM Card is inserted correctly. Make sure your SIM card is facing the right direction.

While 2G and 3G networks are usually available, LTE connectivity can often be weaker depending on your area. Make sure that your SIM card's contacts are clean. If you're using a SIM tray adapter, make sure your SIM card is seated securely.

Confirm APN settings with your network provider.

My fingerprint scanner isn't working.

# Rebellion: 1) Please register all sides of your finger while adding your fingerprint. Make sure there is no liquid or other material between the sensor and finger when trying to unlock the device. Wipe the scanner with a clean cloth regularly.
 
2) Try pressing firmly and if that doesn’t work, try pressing very lightly. If the scanner still doesn’t work, please try restarting your device.
 
3) Make sure your device is up to date, delete all the fingerprints and register them again.

Can I use Black Shark 1 Gaming Phone in X country and/or on Y network?

# Rebellion: The #Black Shark device is compatible with the following bands:

GSM: 850/900/1800/1900 MHz
LTE Bands:
FDD-LTE: Band B1/3/5/7/8/20
TDD-LTE: Band B34/B38/39/40/41
TD-SCDMA: Band B34/B39
WCDMA Band B1/2/5/8

Visit willmyphonework.net or frequencycheck.com to confirm if the #Black Shark device is compatible with the frequencies of your carrier. 

I'm getting a weak network signal or no signal.

# Rebellion: A vast majority of connectivity errors result from your network provider and not your device.

Please make sure the SIM Card is inserted correctly. Make sure your SIM card is facing the right direction.

While 2G and 3G networks are usually available, LTE connectivity can often be weaker depending on your area. Make sure that your SIM card's contacts are clean. If you're using a SIM tray adapter, make sure your SIM card is seated securely.

Confirm APN settings with your network provider.

My fingerprint scanner isn't working.

# Rebellion: 1) Please register all sides of your finger while adding your fingerprint. Make sure there is no liquid or other material between the sensor and finger when trying to unlock the device. Wipe the scanner with a clean cloth regularly.
 
2) Try pressing firmly and if that doesn’t work, try pressing very lightly. If the scanner still doesn’t work, please try restarting your device.
 
3) Make sure your device is up to date, delete all the fingerprints and register them again.

No signal/network issue

# Rebellion: 1. Please check if Airplane mode is switched off.
 
 2. If you are using a #Black Shark G66, please make sure the SIM card is enabled from Settings > SIM & network > SIM 1/ SIM 2.
 
 3. Make sure the location/area has good network signal, try different locations if possible. Please note that if there is any signal interface or shielding then it might cause low or no signal issue.
 
 4. Make sure the SIM card works by trying it on another device.
 
 5. Eject the SIM tray and insert again to make sure SIM is inserted properly.
 
 6. There may be situations wherein your network provider might deactivate your SIM card, so please do check with your network provider.
 
 7. Make sure the SIM card is not purchased with other contract devices.
 (If the #Black Shark device was purchased in contract with O2, then other SIM cards will not work with the phone)
 
 8. Select the right network type from Settings > SIM & Network > Preferred network type.
 
 9. In Roaming status, network availability can also depend on prepaid plans, monthly billed plan and the region. Please check this with your network provider.
 
 10. Please make sure the device has the latest firmware installed.
 You can check this from Settings > System Updates.
 
 
 
 If the issue is not resolved after performing the troubleshooting steps, please contact our customer support team for further help.

People cannot hear me during calls

# Rebellion: First, make sure that your main microphone is not blocked by dust or debris. Confirm whether your device’s software is up-to-date.
If you're still having issues, try using another SIM card or contacting your network provider.

How to catch log ?

Open the Dialing number pannel, and input *#*#284#*#* to catch log.
Find the log file in [MIUI]-[debug_log].
Send the file to us by submitting a ticket or reply at your original ticket.

I'm experiencing a bootloop issue.

# Rebellion: If your device restarts continuously, please try the following
 
 
 1. Force restart the device by pressing power button for 10 seconds, your device should start normally.
 
 2. If the device’s battery was zero & left uncharged for an extended period of time, the display will show a “Low battery” screen and shut down automatically. Please charge the device for at least 30 minutes and try again.
 
 
 
 Note: While charging the device if the device gets too hot (40 degrees or above), please stop charging and disconnect the charger.
 
 
 
 
 If the issue is not resolved after performing these troubleshooting steps, please contact our customer support team for further help.

Unexpected Restarts

# Rebellion: Confirm whether the issue is related with a specific application. If you are experiencing problems with a single app, uninstall and reinstall that app.
 
 Make sure that your device is up-to-date. If the issue persists, please back up your device and perform a hard reset.

How can I back up my data?

# Rebellion: 1. In the settings menu, select "System"> "Backup".

2. Select "Backup up to Google Drive".

Please note that you are responsible for ensuring that all data has been backed up successfully. #Black Shark is not responsible for any lost personal data from improper backups.

How can I perform a factory reset?

# Rebellion: Within the settings menu, select "System" > "Reset." Please note that this will delete all personal data on the device. If you haven't backed up your data, it cannot be restored.

Reboot Issue

# Rebellion: Reboot issues may be classified as the following,
Reboot in standby: The device freezes and doesn't respond when touched.
1. If the issue appears occasionally, it may be caused by anomalies in a file, it is recommended to observe the use.
2. If the issue appears often, check if the handset has access to root or not, if yes, please back up all the data, clear cache and flash to the latest OS version.
3. Make sure to Enter into "Setting"--"Advanced"--"Scheduled power on/off" is disabled

Reboot in third-party Apps
Please confirm if the issue occurs in one third-party App or other third-party Apps too.
1. If the issue occurs in one third-party App, please uninstall the third-party App, clear cache and check the latest update
2. If the issue occurs with other third-party Apps, make sure the app is compatible with the latest Android version. Try uninstalling the third-party Apps, please clear cache, back up all the data and flash back to the official latest OS version. Enter into"Setting"--"Advanced"--"Scheduled power on/off" to check if it is disabled.

Reboot in preload Apps
Please back up all the data, clear cache, uninstall the latest update(Enter into Setting--Apps--All to view), restore the factory setting or flash back to the official latest OS version.

Please confirm if the issue occurs in one third-party App or all the third-party App.

Dead Device/Frozen Display

# Rebellion: When the phone appears to freeze or hang,  please follow the troubleshooting steps listed below:

- Freezing in Standby
If the device freezes and doesn't respond to the touch, please back up all data, clear the cache and flash to the latest OS version.

- Freezing in third-party Apps
Please check whether the issue occurs in a single third-party App or other third-party Apps as well.

1. If the issue occurs in one third-party App, please uninstall the responsible third-party App, clear your cache and check the latest update.
2. If the issue occurs with other third-party Apps, make sure the app is compatible with the latest Android version. Try uninstalling all responsible third-party Apps, clear the cache, back up all of your data and flash back to the latest official version of OS.

Freezing while loading Apps
Please back up all your data, clear the cache, uninstall the latest update(Enter into Setting--Apps--All to view), finally restore the factory settings or flash back to the official latest OS version.

If the steps above did not solve the issue, we recommend applying for after-sales service.

GPS Issue

# Rebellion: GPS is affected by environmental factors. GPS positioning can only be used in areas with visible sky.
You may experience slow GPS performance (or no performance) in shopping malls, underground garages, tunnels, etc.

If you're experiencing issues in normal environments, try the following:
1: Reboot the device.
2. Go to Settings>Location->Mode>Choose "High accuracy."
3. Go to Settings>Apps>App permissions>Location. Make sure GPS is enabled in the relevant app.

If problem persists, back up your data and perform a factory reset. Feel free to contact our customer support for help.


Regarding above issues:
GPS is affected by environmental factors. GPS positioning can only be used in the visible sky area. That's normal in below situation (weak signal or in a completely obstructed environment):
1. If not be able to locate or take a long time to locate in the following environment. This is normal. Since areas with high obstructions will block satellite signals and are recommended for use in open areas:
a. Shopping mall and indoor
b. Underground garage, tunnel
c. The phone is in a bag or pocket
2. Reboot the device to check if issue is solved or not;
3. Enter into Setting--Location--Mode--Choose "High accuracy"(It is recommend to turn on WiFI or Data Usage);
4. Check if any software limitation:Setting-->Apps-->App permissions-->Location,Turn on the switch location that you require;
5. If there is any third-party permission monitoring apps, it is recommended to open it (this restriction will affect the acquisition location of social software, shopping software and nearby people).

Third-party GPS issue
Location issue with an app or some apps:
1. Check if issue is occurred in One App or certain operation when running one App;
2. Check if other positioning applications or maps work properly at the same time:
a. If issue is only occurred in one App, please upgrade or uninstall the apps
b. if issue is occurred in all GPS App, please go to next steps
3. Enter into Setting--Location--Mode--Choose "High accuracy" (It is recommended to turn on WiFI or Data Usage);
4. Check if any software limitation: Setting-->Apps-->App permissions-->Location, turn on the switch location that you require;
5. If there are any third-party permission monitoring apps, it is recommended to open it(this restriction will affect the acquisition location of social software, shopping software and nearby people).

Finally if the issue isn't resolved:
1. Please try different GPS apps;
2. If it is still invalid, please back up all the data, clear cache and flash to the latest OS version.

Light Sensor Related Issue

# Rebellion: If your light sensor is not working or delayed, please refer to the following solutions:

1. Please try to clear the cache, back up all the data and flash to the latest OS version.
2. Check if you're using a third-party phone/dialer app, if yes, please uninstall and try again.

Adaptive brightness isn't functioning properly.

# Rebellion: Install "sensor list" app to ensure that the ambient light sensor is working properly.:https://play.google.com/store/apps/details?id=com.miian.android.sensors&hl=en

1. Please try to use the device in a different light condition or environment.
2. Open Settings -->Display to check whether Reading mode or Night mode is enabled.
3. If the issue still persists try to clear cache, back up all the data and perform a factory reset.

Screen is blank or black

# Rebellion: When the display is showing blank, you may check below phenomenon:

- Blank screen all the time
Check if a blank screen occurs at all the time or if it is random? If the user feedback blank screen at all the time, please follow below step:
1. If the handset vibrates when powered on but the screen is pure black or pure white, please contact customer service.
2. If no vibration takes place when turning the device on, try charging more than 15 minutes to ensure the battery isn't dead. If it still won't turn on, contact customer service.

- Blank screen sometimes
Check if a blank screen is occurred at all the time or sometimes? If the answer is that blank screen at sometimes.
Otherwise, please back up all the data, clear cache and flash to the latest OS version.

Display Abnormal

# Rebellion: When the display is showing abnormal color, you may check below phenomenon,

- Yellow, black and white screen
- Flickering/Flashing screen
- Lines on display
- A bright spot on the screen

For the above issues, double confirm:

1. Confirm If the issue is consistent or random.
2. Try to take a screenshot, then confirm whether the screenshot has the same problem by viewing it on a computer.
3. Please back up all the data, clear cache and perform a factory reset. If the issue still persists, contact customer service.

Touchscreen Not Working

# Rebellion: If you notice any display or touchscreen issues, please follow the troubleshooting steps.

1. Check whether the issue is consistent or random.
2. Make sure the temperature where the phone is being used is not too hot or not too cold.
3. Check if the issue occurs during charging. If yes, we recommend trying another charger and data cable
(Note: The voltage instability of charger and data cable may cause touchscreen to behave erratically).
4. If there is a screen protector on the screen, try removing it.
5. Make sure there are no stains such as water, sweat etc. on the touchscreen, if there is, wipe the screen and try again.

Note: The standard working temperature of the capacitive touchscreen is -10℃-45℃.

If the handset is with obvious water stains or damage (including screen crack), contact customer service.

Shopping FAQ

What happens if I'm charged twice?

# Rebellion: Rest assured you have not been charged twice. Please contact your card issuer, as the money could be held by the bank.

How can I obtain a receipt or invoice?

# Rebellion: You will always receive a basic invoice via email after purchase. We can provide an official invoice in the form of a PDF if needed. Please contact our customer service via email info@blacksharkgaming.com.au

What do I do when my online transaction fails?

# Rebellion: There are several potential reasons:

1) A problem with the credit card;
2) Your online Payment Gateway settings
3) Incorrect card details provided during payment.

Here are some things to try:

1) Make sure that your debit/credit card details are correct when making a purchase; 2)
Try to use an alternative card or payment method such as PayPal if possible
3) Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having
4) If you are still having transaction problems, please contact us with details of the error message.

What is a CVV number and where can I find it?

# Rebellion: CVV Number (“Card Verification Value”) is a 3-digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit card it is a 4-digit numeric code located on the front of the card.


This code is often used for verification purposes, especially for online purchases to prevent fraud.
Providing the CVV number implies that the person placing the order has physical possession of the card.

How come my credit card payment isn't going through?

# Rebellion: Please confirm that the credit card information has been filled in correctly. If this is the case, please try again after a few minutes. If the problem persists, check with your credit card issuer or try a different method of payment. You may also try to use a different payment method, i.e. PayPal. If the payment still fails, please send us a screenshot of the error message.

What payment methods do you accept?

# Rebellion: Currently, the available payment methods for purchasing from our website are PayPal and credit card.

What should I do if I get a payment error?

# Rebellion: If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file of PayPal. An extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.

If you are using a Credit Card, please make sure that all credit card information is correctly filled in. If the verification fails, you can try again to see if the issue can be solved, or use another payment method.

Does #Black Shark collect and store my credit card details?

# Rebellion: Rest assured that we do not collect or store your credit card details. All payments are handled by either PayPal, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal Limited's secure site. Your credit card details are never accessible to us.

Do I need to pay customs or import charges for my order?

# Rebellion: #Black Shark Gaming No, all prices are GST inclusive and shipped out via our local Australian warehouse.

Can I redirect my order to a different address if my order has already shipped?

# Rebellion: Once your order has been dispatched, address cannot be changed. If you have filled wrong address with your order, the parcel will be returned to our warehouse as an undeliverable package. In this case, we will process a full refund to your original account.

What should I do if my parcel was been returned to the warehouse?

# Rebellion: Most of our couriers will make attempt at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to the warehouse. We will process a full refund to your original account used to checkout when we received the returned parcel, Please feel free to contact us via info@blacksharkgaming.com.au if you have any problem.

What should I do if my tracking has not been updated for an extended period of time?

# Rebellion: If you notice that your tracking number has not been updated for an extended period of time please contact info@blacksharkgaming.com.au Once we obtain all of the relevant information it will take 5 business days to process. We will do our best to handle your case as soon as possible.

What should I do if my parcel was damaged upon delivery?

# Rebellion: If you've noticed damage upon delivery, please ask the courier to make take note. Please keep the original packaging and contact info@blacksharkgaming.com.au as soon as possible. Be sure to to include pictures of the damage. Once we obtain all of the relevant information, it will usually take 5 business days to process.

How do I track my order?

# Rebellion: After an order has been dispatched, you will receive a Shipment Notification Email that includes your order information and tracking number of the parcel.

You can also find tracking information in your order details.

Where will the order be shipped from?

# Rebellion: We will ship your order from our local Australian warehouse.

When will I receive my order?

# Rebellion: Delivering and processing times depend on the delivery method available in your region:
 
Standard Delivery (2 business days processing time + 3–5 business days delivery); (Subject to stock availability)
Priority Delivery (1 business day processing time + 1–3 business days delivery);  (Subject to stock availability)

Note: These delivery times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer delivery times. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 5 business days to the estimated delivery date of your order.

How do I change my delivery method after placing an order?

# Rebellion: Unfortunately, once an order is placed you will not be able to change the delivery method. Be sure to double-check before confirming your order.

What delivery method do you offer?

# Rebellion: #Black Shark offers two delivery options for you to choose at checkout: AusPost Standard and Express. The listed delivery options and estimated delivery date can vary depending on a variety of factors including package weight, package size and delivery address.

What should I do if my parcel is lost?

# Rebellion: If you feel that your parcel is lost or missing, please contact info@blacksharkgaming.com.au. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 business days to process. We will do our best to handle your case as soon as possible.