You can check the current status of your order by clicking on the order status link found in the confirmation email.

If your order is On Hold, you should have already received an email explaining why the order is on hold and letting you know what you need to do to have your order taken off hold. If you have not received an email explaining the hold reason, you will need to contact us by calling at 626-571-5100. We will assist you in getting your order taken off hold.

If your order does not show a tracking number, the order is currently being charged and shipped. Should you require changes to be made to your order, please contact us at 626-571-5100 during normal business hours. Please note that orders received after 9 AM PST will be processed the following business day.

You will receive a shipment confirmation email informing you that a tracking number is available in you online order status page the evening of the order's processing. At that time, your order status will change to Shipped and you will be able to click the tracking number to track your shipment's progress.

How do I track my order?

As long as you have entered a valid email address you will receive an email informing you that a tracking number is available in you online order status page the evening of the order's processing. You can then track the order directly from our site by clicking on the track button.

My order never arrived!

First, be sure you have checked the tracking number that was given to you and checked your order status. If the tracking information indicates that your order has been delivered, please check with everyone in your household and with any neighbors to ensure that they did not accept the package for you. Please also check all areas around your home to ensure that the package was not delivered to you and left in a hidden spot (on the back porch, in the garage, or behind a flower pot, for example). You should also check with your neighbors just in case they are holding on to it for you.

US Postal Service can be reached at (800) ASKUSPS, UPS can be reached at (800) PICKUPS or FedEx can be reached at (800) GOFEDEX. You can also check the tracking page for the number to your local Post Office, UPS or FedEx location. If USPS, UPS or FedEx was there and couldn't obtain an adult signature, they may have left a post-it note with re-delivery or pickup information. If you cannot track your order or find your order status via these methods, please call our customer service department at 626-571-5100.

If your order was shipped via UPS or FedEx and was showing that it was delivered but you have not received your order, we will file a tracer on your behalf. UPS or FedEx will attempt to locate the package and deliver it. If they cannot locate and deliver the package, they will issue a refund for the items contained in the package. Tracers typically are completed within 5-8 business days, but can take up to 4 weeks.

For orders fulfilled by the US Postal Service, please contact your local post office or (800) ASKUSPS with the delivery confirmation number provided to you.  Most local post office locations can initiate tracers on your behalf, provided that the delivery confirmation number indicates your package had been delivered.

How do I cancel/change my order/item?

You can cancel or change your own order anytime before the order is processed. To do this, simply contact us at (626) 571-5100 and provide your order number as reference. Please note that our daily cut-off time for orders is 9 AM PST; orders placed after 9 AM PST will be processed and shipped the next business day. To minimize typographic or communication errors, we encourage you to contact us by phone rather than fax or email.

If the package had been shipped and picked up by UPS or FedEx and you want to change the delivery address, we will gladly contact UPS or FedEx and make the necessary changes on your behalf. Please note that there will be a $15 change of address fee assessed by UPS or FedEx for the necessary changes.  We will require immediate payment of the change of address fee by credit card before a change can take place. Should you have any questions in regards to UPS or FedEx shipping policies, please contact UPS at (800) PICKUPS, FedEx at (800) GOFEDEX. For shipments that had already been shipped by USPS, we would not be able to make the necessary changes. Please ensure that you have input the correct shipping address at the checkout screen prior to finalizing your order.

Please note: we cannot change the contents of the shipment once the package had been shipped and picked up by UPS, FedEX or USPS.

If the package had been shipped and delivered by UPS, FedEx or USPS and you want to return it for an exchange or a refund, please follow our returns policy listed on our web site and obtain a Return Merchandise Authorization (RMA) number. DO NOT refuse delivery. Any refused packages or non-deliverable packages will be subject to a return shipping fee by UPS or FedEx. The return shipping fee will be deducted from your refund.

An item is missing from my shipment!

If you are missing an item from your order, please call us immediately at 626-571-5100 within 7 days from package arrival date. We will initiate an internal investigation on your behalf. We will check the weight of a properly packed package against the weight of the package missing the item and compare the two to ensure that the package was missing when it left our warehouse. We will also check our inventory of the item to confirm that we do have an extra one that was not sent.

If the item was not shipped in your original package, we will ship a replacement immediately using the shipping method from the original order. We will gladly upgrade the shipping if you are willing to pay the difference between the original shipping and expedited shipping.

If we determine that the item was shipped and was lost in transit, we will file a UPS or FedEx claim on your behalf, depending upon the shipping method. Claims typically take 2-8 business days to complete, but can take up to 3-4 weeks in rare circumstances.

When will my order ship?

When you shop DDRgame.com, you get fast service. We are committed to providing you with the fastest possible shopping experience anywhere! All in-stock orders will be shipped the same business day if placed before our daily cut-off time (orders placed on the weekend will ship on Monday), and you will be emailed a tracking number by the following morning. The only exception to this is on certain Mondays, when the volume of orders placed over the weekend may delay some orders until Tuesday. If you need to have an order shipped out on Monday, please call us at 626-571-5100 by 9 AM PST. If there are any issues with your order, you will be notified immediately and given the proper instructions on how to expedite your order.  Please note that our daily cut-off time for orders is 9 AM PST; orders placed after 9 AM PST will be processed and shipped the next business day.

DDRgame.com offers shipping services from the US Postal Service, UPS or FedEx. UPS or FedEx shipping services including: Home/Ground, 3-Day Select, 2-Day Air, Standard Overnight (1-Day), and 2 Canadian methods. UPS or FedEx guarantees their delivery times for 3-Day Select, 2-Day and Standard Overnight services.

Please note that orders placed on weekends and holidays cannot be shipped until the next business day (typically Monday through Friday).  There is no weekend UPS or FedEx pick-up or delivery.  

Available expedited shipping methods to the lower 48 states include UPS or FedEx 3-Day Select, UPS or FedEx 2-Day and UPS or FedEx Standard Overnight. All air shipments to US locations must be prepaid; no CODs will be accepted. Service times will comply with the UPS or FedEx service selected provided the order is received by 9 AM Pacific Standard Time on a business day. For example: place your order for a dance pad at 9 AM PST on Tuesday, select UPS 3-Day Select, and, provided that the item is in stock, your order will likely be delivered on Friday. All air shipments from DDRgame.com will be delivered by 7pm on the scheduled delivery date. DDRgame.com is not responsible for delays that are beyond our control. Delays that are related to weather or natural disasters will not result in refunds of shipping charges. It is highly recommended that you request shipping that allows for delivery an extra day or two prior to the day that you MUST have your order. All UPS or FedEx air shipments are only delivered Monday through Friday. No air shipments will be delivered on weekends or holidays.

Available shipping methods to Canada include UPS Standard & UPS Worldwide Express. All Canadian orders must be prepaid in US Dollars (credit cards are considered prepayment) and will be processed and shipped via UPS. Most ground shipments are delivered to Canadian destinations six to ten business days from date of order.

NOTE: Shipping charges to Canada do not include GST, PST, brokerage fees, or any other duties, taxes, or charges that may apply and will be due on delivery. You will be responsible for any applicable fees at the time of delivery. If you do not pay for the associated fees and refuse the shipment, the return shipping fee and the restocking fee will be deducted from your refund.

Shipping to Alaska , Hawaii & Puerto Rico include UPS/FedEx Ground, UPS/FedEx 2-Day, and UPS/FedEx Standard Overnight. Orders must be prepaid by credit card at time of shipping.

Shipping to APO/FPO addresses, available shipping method to these locations by US Postal Service. All APO/FPO orders must be prepaid in US Dollars (credit cards are considered prepayment). Most shipments are delivered to APO/FPO destinations within 1 to 3 weeks. Unfortunately, free/discounted shipping does not apply to APO/FPO destinations.  For shipping rates to APO/FPO addresses, please contact us at (626) 571-5100.

How much is my shipping?

To calculate the shipping charges for an order, follow these easy steps:

• Add your items to the cart.
• Click "Checkout" (do not worry, you will not be placing an order).
• From the next screen you will be able to select your shipping option from a menu on the left side. Click apply and the page will reload with the updated order total including shipping amount.
• Note: There is currently a shipping weight limit of 150 lbs per shipment by UPS and FedEx.  If your shopping cart contains multiple large items, i.e. several pieces of metal dance pads, the Shopping Cart page will not allow you to go through the Checkout process.  In order to complete the Checkout process, you will need to separate your items into multiple orders. Should you have questions or require assistance in placing an order, please contact us at (626) 571-5100.

Can I pick up my order?

DDRgame.com customers in the Los Angeles area will be pleased to know that we have a will call location in Rosemead, CA. An order placed through the website can be picked up at our will call location, please call ahead of time to arrange for will call pick up. We accept cash, Visa, MasterCard, Discover, and American Express.

Our address is:
DDR Game
2650 River Ave Unit #C
Rosemead , CA 91770
Tel: 626-571-5100

Our hours are:
Monday thru Friday – 9:00 AM-5:00 PM
Saturday – Closed
Sunday – Closed

General Warranty

Warranties for all products sold at DDRgame.com vary product by product. All warranties are provided by and serviced by the manufacturer of the corresponding product. DDRgame.com offers 30 days warranty for most dance pad products. Please check product description before placing order.  Neither the manufacturer nor DDRgame.com will be responsible for freight of items requiring warranty service.

Damages during transit

Orders damaged in transit by either weather conditions or rough handling are the customer's responsibility! Be sure to inspect the package when the product is delivered. If you need to file a claim for damaged goods with UPS or FedEx, be sure that you note the damage on the bill before you sign for the product. UPS can be reached at (800) PICKUPS. FedEx can be reached at (800) GOFEDEX.  Claims must be filed within 21 days from arrival date for all FedEx deliveries, and 30 days from arrival date for all UPS deliveries. 

My product is broken or does not work.

In the event you receive a broken or damaged item or the item proves to be defective out of the box, please give us a call after you receive the package at 626-571-5100, or email us at RMA@ddrgame.com. We can instruct you whether to contact the manufacturer for further assistance, provide troubleshooting instructions for your product, or provide you with a RMA (Return Merchandise Authorization) number, depending on the circumstance.

Whom should I contact for warranty repairs?

DDRgame.com offers 30 days warranty for DDRgame.com brand dance pad products. If you have used a product and a problem develops, please contact the manufacturer first for all repair services. We are happy to provide you with the phone number/contact information for the manufacturers of all products we carry. In order to return a product to DDRgame.com, it must be defective straight out of the box and you should contact us immediately at 626-571-5100 upon discovering the problem.

Product Questions
Dance Pad Questions

I have ordered a Wii dance pad and it doesn’t connect to the USB port on the back Wii system, was I shipped the wrong dance pad?

The Wii dance pads utilize Gamecube connectors; they do not connect through the USB port.  The Wii dance pads connect thru the Gamecube ports on the Wii system, which can be found at the top edge of the Wii system. You will find two flaps, one long and one short; simply flip open the longer flap and you will find the ports there.

I have a PS3 system and I want to play DDR on it. What do I need?

DDRGame.com offers a wide selection of PS3 dance pads available from soft dance pads to stainless steel metal dance pads. Most of our current PS3 dance pads utilize existing PS2 dance pads in conjunction with a PS2 to PS3 dance pad adapter. The PS2 to PS3 dance pad adapter is compatible with the 20 GB, 60 GB and 80 GB PS3 systems. These PS3 systems will work with most of the existing PS2 dance games available in the market. You can also check Sony’s web site (CLICK HERE) to check if a certain DDR game will work on Your PS3 system.
If you have a 40 GB PS3 system, you are out of luck. The 40 GB PS3 system will not read PS2 games, thus, none of our current dance games will work on the 40 GB PS3 system.

Will my Xbox dance pads and dance games work on the Xbox 360 system?

Xbox dance pad uses a different connector than the Xbox 360, thus, the dance pads will not connect to the Xbox 360. Currently, we do not have an adapter that converts Xbox accessories for use on the Xbox 360. In addition, the Xbox 360 gaming system will not read Xbox dance games because of backwards compatibility issues. If you are looking for Xbox 360 specific dance pads and dance games, please visit our Xbox 360 section.

Are there any metal dance pads available for the Xbox 360 system?

There is currently no plan for Xbox 360 compatible metal dance pads. The only dance pads that are compatible with the Xbox 360 system are the Konami dance pad and the Mad Catz Beat Pad series dance pads. Please visit our Xbox 360 dance pad section (CLICK HERE) for more info.

I have just bought a TV plug-n-play dance pad. After I have connected the wires to the TV, I am not getting picture or sound on the TV screen. Am I doing something wrong here?

Before you turn on the TV dance pad, ensure that you have connected the wires correctly to the TV by checking the color coded connectors. Insert either 4 AA batteries or the AC adapter to the dance pad. Turn on your TV and set it to the AV (video/auxiliary/input) channel. Do not set your TV to channel 3 or 4; they are typically used for VCRs. Press the Power button to turn on the dance pad.

What is the difference between the two-player TV dance pads and the single-player TV dance pads?

The single-player version comes with 50 songs; most of the songs are one minute long, while the two-player version fewer songs but they are typically three to four minutes long per song. In the two-player version, you have the ability to choose between three difficulty levels, while the single-player version comes with one level per song.

Can I connect two single-player TV dance pads together and compete at the same time?

Most TVs allow only one input device to be displayed on the TV screen at a time, while many TVs have Picture-in-Picture technology, they cannot output two different audio inputs at the same time. In addition, in Picture-in-Picture mode, most TVs cannot display two different video inputs at full screen.

While it is physically and technologically possible to connect two single-player TV dance pads together, the displayed images are small and you can only hear from one of the dance pads. If you want to dance to a wider selection of songs, we recommend getting a gaming system and purchase the respective dance games and dance pads.

Is it possible to add more songs to a TV dance pad?

Unfortunately, the actual game and songs are built-into the dance pad itself; there is no external connection that allows you to connect the dance pad to your PC to add songs. If you want to dance to a wider selection of songs, we recommend getting a gaming system and purchase the respective dance games and dance pads.

I have a PC dance pad and after I have installed the game and connected the dance pad, the dance pad will not respond in the game. What do I do?

Most PC dance games require you to configure the dance pad before it will work correctly in the game, and it will be done through the configuration software or key-mapping option within the game. If your dance game uses configuration software, simply follow the step-by-step instructions shown on the screen to assign the mapping of the arrows. You will press each corresponding arrow as instructed on the screen. Repeat the process if you have two dance pads.

If your dance game uses key-mapping option within the game, then navigate your selection within the menu screens with your keyboard to option where you can change or configure your input. To assign a particular arrow in the game, use the directional arrow on your keyboard to move the direction you need to assign, press the ENTER key on your keyboard and then press the arrow on your dance pad. Repeat the process with the other directional arrows on your dance pad.

I have a PC dance pad and it uses an USB adapter to connect to the PC, but I cannot perform “JUMPS” or press two arrows simultaneously in the game. Am I doing something wrong here?

Not being able to press Left and Right simultaneously is a hardware limitation of some USB adapters. However, most USB adapters have a "Dance Pad Code" that you can enter on the dance pad to get around this problem.

To enable dance pad mode, press “start, select & up arrow” simultaneously for three seconds before you start your dance game. After entering the Dance Pad Code, you will have to re-map your dance pad within the game. You won't need to remap the dance pads ever again, but you'll need to re-enter the Dance Pad Code every time you restart the computer or unplug the USB adapter.

If you are using the PC dance pad along with the Super Dual Box USB adapter on a Windows Vista operating system, you will need to install the Vista compatible driver as well. You can download it HERE on our web site.

My soft dance pad scrolls rapidly in the game or it doesn’t respond in the game, how do I fix it?

There are several causes for your soft dance pad to scroll throughout the game. To troubleshoot the dance pad, remove your dance pad first from your gaming system, raise it upwards and shake the dance pad to untangle any internal wires that might be stuck together. Place the dance pad on a flat surface and connect the dance pad you normally do, and then load your dance game in your gaming system. Check if the problem persists by playing a song.

My deluxe dance pad scrolls rapidly in the game or it doesn’t respond in the game, how do I fix it?

To troubleshoot the dance pad, first remove the foam inserts first from the dance pads, and then place the dance pad on a flat surface. Afterwards, connect the dance pad you normally do, and then load your dance game in your gaming system. Check if the problem persists by playing a song. If the dance pad works properly in the game without the foam inserts, then reinsert the foam inserts into the dance pad and check for any further problems by playing a song.

My metal dance pad scrolls rapidly in the game, what can I do?

Most metal dance pads connect through control units/boxes to a Playstation2, Xbox, Wii or PC. If your dance pad spins through the main menu of the game rapidly without anyone stepping on the dance pad, the problem lies with either the control unit or the dance pad itself. To check if you have a defective control unit, connect the control unit only to the gaming system, insert the game disc and turn on the gaming system. Wait for the game to load to the main menu screen, and press the start button on the control unit. If the control unit is defective, the cursor will scroll rapidly by itself.

If the control unit is not scrolling by itself, then the problem lies within the dance pad itself. Use a screwdriver and remove the screws that hold the arrows in place, and then move the arrows to the side of the dance pad. You will see a metallic sensor plate with multiple lines on it. Inspect the sensor plates and check for any residues on them, i.e. aluminum foil pieces peeled off from the arrows from the sensor plate(s). If you find them stuck on the sensor plate(s), you can spray goo-gone or any adhesive remover to remove the residues. If you don’t have any available, rubbing alcohol will do the trick. Afterwards, connect the dance pad as you normally do, turn on the gaming system and load your dance game. Wait for the game to load the main menu screen, and press the start button on the control unit. At that screen, check if the dance pad causes the game to scroll rapidly. If the dance pad works correctly, then reinsert the arrows back in their places.

One of the arrows on my metal dance pad is not working in the game, how do I fix it?

The problem lies with either the control unit or the dance pad. If you have two of the same type of dance pad, disconnect the control unit from the dance pad and switch it with the dance pad that works. Connect the dance pad as you normally do, turn on the gaming system and load your dance game. Wait for the game to load to the main menu screen, and press the start button or the “A” button to bypass the intro screen. Press the problematic directional arrow and check if problem persists. If the dance pad works, then you have a defective control unit.

If you have switch the control unit and the problematic arrow still does not work, then the problem lies with the wiring within the dance pad. Use a screwdriver and remove the screws that hold the arrows in place, and then move the problematic arrow to the side of the dance pad. You will see a metallic sensor plate with multiple lines on it. The wires are located at the bottom corner of the sensor plate. You can use a razor blade to cut along the edges of the sensor plate, and then use a flathead screwdriver to pry the sensor plate upwards. You will see either two wires or three wires for each sensor plate depending on the dance pad you own, and one or more wires disconnected from the soldering point of the sensor plate.

To reconnect the wires, strip the plastic coating from the wire, and then use a soldering iron to reconnect the wires in place. If you do not own a soldering iron, you can tape the wires in place using electrical tape. Apply double-sided tape to affix the sensor plate in place. Connect the dance pad as you normally do, turn on the gaming system and load your dance game. Wait for the game to load to the main menu screen, and press the start button or the “A” button to bypass the intro screen. Touch the problematic directional arrow with the metallic washer and check if problem persists. If the dance pad works, then reinsert the arrows back in their places.

Guitar Hero Questions

Will my PS2 guitar controller work with any Guitar Hero game?

All PS2 guitar controllers purchased thru DDRGAME.COM, whether it is wired or wireless operated, will work with Guitar Hero, Guitar Hero II, Guitar Hero Encore and Guitar Hero III for PS2.

My wireless guitar controller worked for a little while and now it disconnects intermittently. What gives?

To ensure that you are using your wireless guitar controller in its top-notch shape, always install fresh alkaline batteries or fully charged Nickel Metal Hydride rechargeable batteries. Batteries that are not fully charged or are running low in capacity will lead to the guitar disconnect intermittently during gameplay. 

Wireless guitar controllers operate at 2.4 GHz frequency, thus, potential interference might come from other 2.4 GHz devices such as your cordless phone, wireless router and so forth. Be sure to operate your wireless guitar controller away from those devices.

If you have two of the same type of guitar controller and one of the guitar controllers would not connect at all, the problem could also lie with the wireless receiver. To troubleshoot with the wireless receiver, simply connect the guitar controllers one at a time and check for connectivity issues. If the guitar controllers refuse to connect to one particular receiver, then you should see a defective receiver.

Will my PS2 guitar controller work on the PS3 system?

Unfortunately, none o