Frequently Asked Questions
How can I get a refund?
If you ordered your product directly from our website HyperkinStore.com, please email us at Support@Hyperkin.com with your order number. Returns must be initiated within 30 days of receiving. Opened product is subject to a 15% restocking fee. Buyer will be responsible for shipping the product back to our facility.
When will my order ship?
Orders received before 12pm PST on a business day will be shipped the same day; orders received after 12pm PST on a business day will be shipped the following business day.
How do I return an item for replacement that is still under the warranty?
Please contact support@hyperkin.com with a video or picture of the issue you’re experiencing and proof of purchase so you can be issued and RA number.
Can I return an item if I live outside of the United States?
Unfortunately, we do not accept shipments outside of the United States. We recommend contacting the retailer where you purchased the product for a refund or replacement.
How do I return an item for replacement that is still under the warranty?
Please contact Support@Hyperkin.com with a video or picture of the issue you’re experiencing, proof of purchase and shipping location. If you are within the warranty period, you will be provided a RA form to fill out. After that form is completed, we will issue you an RA number, along with shipping instructions.
When will The Competitor Xbox / PC controller be released?
The Competitor is on track to release in late 2025. Follow us on social media for updates.
When will the Mega 95 be Released?
The Mega 95 is still in development and is on track. Follow us on social media for updates.
How do I update the firmware on my Duke 20th Anniversary controller?
Go to https://hyperkinstore.com/support/controllers Download the firmware specific to your 20th Anniversary Duke controller. Extract the file the ‘exe’ and ‘instructions’ files to your computer. Follow the instructions listed in the ‘instructions’ file to update your controller.
How do I update the firmware on my RetroN SQ?
Please refer to the following video: https://www.youtube.com/watch?v=IzQrOhifVMo&t=2s
How do I update the firmare on My RetroN 5
Check your firmware, if you are on 0.3.1 or 0.3.4 (only available for newer RetroN 5) you are on the latest update and do NOT need to update.
- 1. Download the firmware update request from the RetroN 5 by going to settings and scrolling down to the bottom and selecting Write Firmware Update Request to SD.
- 2. Go to this link retron5.in and plug in the Micro SD card into your computer.
- 3. Select “Choose File” from the above link
- 4. Select file called “retron-update-request.dat” and it should download a file onto your SD card
- 5. Switch on the Retron 5 if you have not already done so
- 6. Safely remove the SD card from your PC, then insert into your RetroN 5
- 7. Select “Install” on the popup
- 8. After the installation has completed, the system will restart and you will be running the new system software
- 9. Now proceed to the section RetroN 5 Application Update Instructions to complete the upgrade procedure Update 3.0 Firmware Update 3.1 Firmware Please do only one update at a time.
Then follow these steps;
- 1. Do 0.3.0 first followed by the 0.3.1 update. Please do only one update at a time.
- 2. Extract a file (one file at a time) to an SD card and plug it into the back of the system.
- 3. Confirm the installation, let it install.
- 4. Power down the system, as instructed, and pull out the SD card.
- 5. Power up the system; it should now be updated.
Why can’t the RetroN 5, SQ and GX play reproduction carts/Everdrive but the other RetroN consoles can?
The RetroN 5, SQ and GX use emulation, which takes the rom from the cartridge in order to play the game. The RetroN 1,2,3, HD and AV, SupaRetroN, Mega RetroN use console on a chip technology, which is similar to FPGA where the consoles are designed to run similar to the original consoles.
RetroN 1-3 HD: Console says “This game is not compatible with your system” What do I do?
Check the bottom of the console, there will be switch labeled “NTSC” and “PAL” make sure the console is set to the correct region. North American/Japanese games need to be set to “NTSC”. European/Australian games will need to be set to “PAL”.
My console is not reading games.
Make sure your cartridges are clean and free of debris, we recommend cleaning the cartridge pins with high percentage isopropyl alcohol (91% or higher).
You can also check to see if there is any broken or bent pins. If the pins are bent, you can attempt to realign them. However, if they are broken, you can reach out to us at support@hyperkin.com to see if you are eligible for a warranty replacement.
The Admiral Update sends me to a 404 page. How do I update it?
If your admiral was purchased after November of 2021, your Admiral does NOT need to be updated.
The Admiral won’t connect to my Switch, how do I update it to connect to the Switch?
If your admiral was purchased after November of 2021, your Admiral does NOT need to be updated.
To pair to the Switch, go to Controllers Select Change Grip/Order.
Press and hold down the CONTROLLER SYNC Button.
As you’re holding down the sync button, press and hold down any face button on the Admiral (Hold any button down on the D-Pad if you want profile 4 for NSO games).
The controller LED indicators will begin to flash Red and Blue.
You can switch controller profiles on the fly by turning off the controller by pressing the sync button. The button you use to wake up the controller will determine what profile it switches to.
When attempting to pair your admiral controller with your switch console you will need to do the following:
1. Navigate your switch to the “switch grip/controller”
2. You will then need to press and hold the sync button on your controller
3. As you are holding down the sync button you will press and hold and of the face buttons
a. You will know your controller is in “switch mode” when the LED indicators flash RED and BLUE
4. Once synced you will be able to shut it off using the sync button and use any button to wake it up (with a simple press of the trigger as an example)
You can see all the different mappings available near the bottom of the page from the link listed here: https://www.hyperkin.com/btcontrollerupdate All mappings available are applied by waking the controller using the respective button after the initial sync.
Still have a question?
We are thrilled to assist you! Please do not hesitate to reach out with any inquiries or issues you may have. We are here to help with exemplary proficiency!
