EMPIRE ROYALS SUPPORT
FAQ
Real Questions, Clear Answers
The practical details customers usually need before and after ordering.
Updated 20 September 2026Will my TV connect to this exact console?
Check the console listing for HDMI or AV output and compare it with the available input on your TV or monitor. A photo of the ports and your TV model can help our team check; do not assume a connector is included because it appears in a lifestyle photo.
Is the named game I want actually on the device?
Game libraries and storage variants can differ. Send us the exact model, variant and title before purchasing. We will check the listing information available for that variant rather than relying on an approximate game count.
Is the controller included, and will a second player need another one?
The product page should list included controllers and cables. Multiplayer support depends on both the hardware and the individual game. Ask about the title and bundle if you are planning a two-player setup.
My parcel says delivered but I cannot find it. What now?
Check the carrier’s delivery photo or safe-place note, household members and the address on the order. Then email us the order number and tracking link. We can open a carrier enquiry and discuss the next step based on its findings and your consumer rights.
I selected the wrong model or address. Can it be changed?
Email us immediately with your order number and correction. We will try before dispatch, but an issued shipping label can limit changes. See the Cancellation Policy.
Does express mean I will definitely have it in five days?
For eligible Australian addresses our express target is delivery within five business days from ordering, including preparation. It is an estimate and depends on the postcode and carrier. The checkout estimate is the one to check for your address; contact us if timing is critical.
The device turns on, but nothing appears on the screen. What should I check?
Confirm the TV is on the correct input, the supplied power specification matches, and the display cable is fully seated. Try another compatible input or cable if available. Stop if the device overheats or the cable is damaged, and send us the model and photos for help.
Can I return a device after trying it?
Our optional 30-day change-of-mind return is for unused, complete items in original packaging. If you used it and it is faulty or not as described, your consumer guarantee rights still apply. Contact us before posting anything back.
Who pays postage if the item is faulty?
For an eligible consumer guarantee issue or our shipping mistake, we cover reasonable return costs or arrange a return method. For an approved change-of-mind return, you pay return postage; there is no restocking fee.
Will I pay import tax outside Australia?
A destination country may charge tax or duty unless checkout expressly states it is prepaid. Check the Customs & Import Policy and your local authority before ordering.
Why does the tracking say it has not moved yet?
A label can be created before the carrier’s first scan. Allow a reasonable time after the dispatch email, then send us the order number and tracking details if the update stays unchanged or the delivery window passes.
Can support tell me what comes in the box?
Yes. Send the product URL and selected variant to support@empireroyals.com. We can confirm the listed contents and check details that affect your setup before you place an order.
Need help?
Email support@empireroyals.com or call +61 479 095 200.
66 Windemere Road, Alexandra Hills, Queensland 4161, Australia. Include your order number when contacting us about an order.