I have a payment or delivery issue?

If you have a payment or delivery issue please contact Hardware Support.

Where is my package shipped from?

Steam ships all Hardware orders either from a warehouse in the United States located in Carol Stream, Illinois, or from a warehouse in the European Union located in Tilburg, the Netherlands.

Who delivers my shipment?

FedEx delivers all US shipments.

DHL or GLS delivers shipments within the EU, depending on location and availability.

Your order’s carrier and tracking information is included in your shipment confirmation email.

How much does shipping cost?

Shipping is free for all Valve Index Hardware products.

If you’re ordering any other Hardware item with your cart purchase, you will see an estimate for shipping costs before you complete your purchase. Shipping costs depend on the delivery address, which type of Hardware was ordered, and how many total devices were in the order.

How do I modify or cancel my shipment?

You can modify or cancel shipment within 24 hours of placing your order. After 24 hours has passed, your order is allocated for shipment and can no longer be changed, cancelled, or recalled either by you or by our Hardware Support team.

Within 24h of placing order: Use the Help Site to locate your purchase, then follow the on-screen instructions to request a refund or update your information.

After 24 hours of placing order: If you’d like to refund your order after it has shipped, submit a refund request through the Help Site after delivery.

Where can I ship my hardware?

Currently, hardware purchases on Steam can only be shipped to the United States and countries within the European Union. You can ship hardware to any address within the country of purchase*.

Supported Countries:

Austria

Belgium

Bulgaria

Croatia

Cyprus

Czech Republic

Denmark

Estonia

Finland

France

Germany

Greece

Hungary

Ireland

Italy

Latvia

Lithuania

Luxembourg

Malta

Netherlands

Poland

Portugal

Romania

Slovakia

Slovenia

Spain

Sweden

United Kingdom

United States

Canada

Japan (through Degica)

*Some postal codes might not be available if they are located within an offshore territory. For example, we are unable to ship to Isle of Man, Réunion, the Canary Islands, or Puerto Rico.

Are there any restrictions to how many pieces of Hardware I can purchase at once?

You will be able to purchase multiples of some items, but not others. This will be indicated to you during the purchase process. As an example, you will be able to purchase multiple base stations within one cart purchase, but only one headset.

Will my Hardware be shipped together?

Due to the size differences between products, it is possible that your shipment will be in multiple packages. If it is, don’t worry - they will be shipped at the same time and all be tied to the same master tracking number.

How do I refund or replace my Hardware?

Look for detailed instructions on returning Hardware in our RMA Guide.

More information on returning or replacing individually purchased pieces of accessories can be found here.

If you’ve already returned your hardware and you want to know the return’s status, or the refund has not been processed within three weeks of the return date, please Contact Hardware Support.

What happens if my order can’t be delivered?

When the carrier is unable to deliver an order, it is returned to our shipping warehouse. All charges, including shipping, are automatically refunded back to the original payment method.

Undeliverable orders cannot be shipped again; instead, you will need to re-order the products.

Note: You will be charged the price that is posted on the Steam Store at the time of your purchase. If you previously purchased Hardware during a sale and the product is returned, that same discount cannot be applied if the discount period has expired. Likewise, Hardware Support is unable to apply discounts from previous sales.

What if my order is lost in-transit or stolen?

Please contact Hardware Support to report any lost or stolen device orders.

My package is held at a ParcelShop (EU only)

For Hardware orders made through the Steam Store in the European Union:

If you have not received your shipment it may be stored at a GLS depot (ParcelShop). This happens if the carrier cannot locate your address or no one was present to sign and accept the delivery. When a shipment is held at a ParcelShop, it will not be re-delivered. If the shipment is not picked up by the customer during their limited hold period, the shipment will be returned to the Steam warehouse.

Use the ParcelShop finder to find the ParcelShop closest to you and check whether they are holding your shipment so that you can arrange to go pick it up. If they are holding your shipment but you are unable to collect it during their holding period, contact the carrier’s service team to refuse the shipment and expedite the return process.

NOTE: Depending on your region, the carrier may have tried to deliver your order to a neighbor and has left a notification card.

Is your Hardware shipment issue not listed here?

If you have another Hardware shipment issue that’s not mentioned here, please Contact Hardware Support.