ROG Xbox Ally / ROG Xbox Ally X (2025)

What is the order processing time?
            Orders are processed Monday through Friday during normal business hours and will not be processed during weekends and/or holidays. Most orders are processed within two business days.

How do I make changes to my order?
            We cannot make changes to an existing order.

What if I'm having trouble placing an order?
            Please call us toll-free at 855-755-2787, Monday ~ Friday, 6 a.m.-6 p.m. PST, or email us at onlineservice@asus.com.

Disclaimer
            Please note that order confirmations will only come from store_na@asus.com. If you receive an order confirmation from another email address, please contact us directly by calling toll-free at 855-755-2787, Monday ~ Friday, 8 a.m.-6 p.m. PST, or emailing us at onlineservice@asus.com.

Payment

What payment methods can I use to pay my order?
            We accept most major credit cards.

When does my credit card get charged?
            We will not charge your credit card until your order has been shipped. At the time you place your order, we'll pre-authorize your card for the total amount plus all applicable taxes and shipping charges.

Shipping and Delivery

Free ground shipping on all orders over $39.99.

Do you offer any weekend delivery options?
            Weekend/holiday delivery is not an available shipping option.

Can I have my order redirected to another address?
            If there was an error on your address when placing your order, please feel free to reach out to us so we can try our best to fix it.

Do you ship internationally?
            We do not ship outside of Canada.

Why do you require a signature to receive a package?
            Our shipments contain valuable equipment and we like to ensure that our customers receive their products safely. If you will not be available to accept the delivery, consider shipping the item to an address where you or someone you trust will be available to sign for your package. We highly encourage customers to ship to their billing address to facilitate a faster turnaround time. To ensure our customers receive their package, signatures are required on most orders over $200.

What happens if I am not available to sign for my order?
            Most of our carriers make three attempts to deliver a package. After three delivery attempts, they will return your order to us.

What should I do if my shipment is delayed, lost, or has an issue?
            Please notify us within 2 business days at toll-free at 855-755-2787, Monday ~ Friday, 6 a.m.-6 p.m. PST, or via email at onlineservice@asus.com.

Refunds and Returns

Return Policy
Our return policy allows for returns within 30-calendar days of your order invoice date. Prices are subject to change without prior notice. Any returns after 30-calender days are not eligible for a refund.

How do I start a return?
            To return a product, sign in and click on your account, selecting "Check My Order" from the dropdown. Please click on View Order for the order you wish to return and follow the prompts to start the return process. Please wait for a few minutes and click on the My Returns section in the left hand bar and click into the return to get your shipping label. We will refund you after we receive and inspect your return as long as you are within the return window. If you are having issues, please call ASUS Customer service at 1-855-755-2787 to assist you.

Do I have to pay for return shipping?
            If any conditions below are met within 30-calendar days from the purchased date we will provide a pre-paid return label.
• Defective
• Damaged due to shipping
• Incorrect product
• Missing accessories
For any other condition you will have to pay for the return shipping.

Price Match

We offer Price Match within 30-days from the order invoice date. Please contact Customer Service with your Order Number stated in your confirmation email and we would be happy to refund the price difference
To be eligible, the model name/part number must match the online listing on Asus.com

Terms & Conditions:

The listing must be actively on sale at the time of request
Only one price match per order. We cannot provide a second adjustment if the product price is further reduced
The Price Match refund total is the pre-tax amount
Our Price Match policy excludes any listing errors and any Student Pricing