Questions & Answers

How do I get a Nexus Remote?

There’s no storefront. Nexus Remotes are built in small batches, and the way to get one is simply to ask. Drop us a line through the contact form and we’ll add you to the list for the next batch.

How much does it cost?

$250 USD, plus shipping. That’s for the remote itself. A couple of optional app features are sold separately, but the remote is fully functional out of the box without them.

What comes with it?

The remote, a 3D-printed case, and a charging cable.

How does the waiting list work?

Remotes get built in batches, and the list is how we work out how big a batch needs to be. Joining costs nothing and doesn’t commit you to anything. It just means we’ll get in touch, in order, when the next batch opens up. You can join here.

How long will it take to get one?

Honestly, it varies. Every remote is built by hand around a working magician’s schedule, so batches happen when they happen. We’d rather say that plainly than give you a date we can’t keep. You’ll hear from us as things move along.

How do I pay?

Payment is due when your remote is ready to ship, not when you join the list. We’ll send details then. If you’d rather pay early to lock in your spot in a batch, that works too. Just ask.

What does shipping cost?

Depends where you are. Usually somewhere between $10 and $35, and you’ll know the exact figure before you pay anything. Everything ships tracked and insured.

Where do you ship?

Just about everywhere. The one wrinkle is the lithium battery inside the remote, since a few destinations and carriers have restrictions around those. If yours is one of them, we’ll let you know well before you’re asked to pay anything.

Will I get charged customs or duties?

Possibly, if you’re outside the US. Import taxes and duties are set by your own country and aren’t included in the price or the shipping quote. We’re happy to talk it through beforehand if you want to know what you’re in for.

Can I get an invoice?

Yes. Just ask and we’ll send one over.

What if I change my mind?

If you paid early to hold a spot and change your mind before your remote ships, you get every penny back, no questions asked.

Once it’s shipped, get in touch and we’ll sort something out. These are handmade in small numbers so returns aren’t exactly routine, but we’d much rather hear from you than have you sitting on something you’re not happy with. Depending on where you live you may also have a right to cancel within a set window after delivery, and that still stands.

And if the remote is actually faulty, that’s a repair rather than a return. See below.

Is there a warranty?

Yes, one year from the day your remote ships, covering anything that goes wrong because of how it was built. It covers the original owner and doesn’t carry over if the remote gets sold on. Wherever you live may give you a little more than that, and that’s fine by us.

What’s covered, and what isn’t?

Covered: a dead board, a button that gives out, a charging port that never worked right, a battery that won’t take a charge. Anything that failed on its own.

Not covered: damage from drops, crushing, water, taking it apart, or modifying it, plus ordinary scuffs on the printed case. What matters is what caused the failure, so a scratched case has no bearing on a claim about something unrelated. Batteries also lose a little capacity over the years, which is just how they age rather than a fault.

Anything that isn’t covered can still be repaired. Rates are below.

Something’s wrong. What should I do first?

Get in touch before you send anything. A good number of problems turn out to be fixable over email or Messenger without the remote going anywhere. If it does need to come back, we’ll send you shipping instructions and a go-ahead first.

Please don’t post one back unannounced, especially if it’s been anywhere near water. (More on that below.)

What does a repair cost?

Looking at it is always free. Out of warranty, you cover shipping both ways. In warranty, you get it to us and we’ll cover getting it back to you.

If a remote is too far gone to repair, we can usually rebuild it for a good bit less than the price of a new one.

Can the battery be replaced?

Yes, though not by you. The remote is sealed, so it has to come back to us. Figure on two to three years of normal use before a battery needs doing. Within the first year, a battery that won’t charge is a warranty repair. After that it’s a $25 job.

What if I broke it myself?

Probably still fixable, and it costs nothing to find out. Tell us what happened, send it in, and we’ll quote you. If you’d rather not go ahead, you cover return shipping, or we can dispose of it for you.

One thing worth knowing: water and lithium batteries are a genuinely bad combination, and a soaked battery can misbehave long after everything looks dry. If yours turns out to be unsafe to charge, store, or ship, we’ll tell you, and with your okay we’ll take the battery out and dispose of it properly rather than post it back to you. A rebuild is usually the better road in that situation. Either way, ask before you ship anything, because damaged lithium batteries can’t legally travel by air.

My case is cracked. Can I get another?

Easy one. Replacement 3D-printed cases are $15 plus shipping.

How long do repairs take?

Usually two to seven days on the bench once it arrives, depending on what’s involved. Postage sits on top of that.

It arrived damaged, or never turned up at all.

That one’s ours to sort out, not yours. Everything ships tracked and insured, so get in touch and we’ll chase the carrier. If a package is confirmed lost or turns up wrecked, you’ll get a replacement or your money back. Sometimes we’ll need a photo or a report from your end, and we’ll tell you exactly what.

What’s the best way to reach you?

The contact form is the best place to start. Email and Facebook Messenger both work too. Replies usually land within a few days, since it’s one person across a lot of time zones. And if your question isn’t answered here, just ask.