FAQ

Please send an email to info@vkb-sim.com.au and we will contact you as soon as possible but no later than one business day.

Your satisfaction with VKB products is our main goal.

While the controllers allow a simple setup as well as more advanced configurations, you may require hardware setup and software calibration assistance from time to time.

There are several ways to get help from VKB technicians and the community.

Product queries, order enquiries, sales support and general questions

Please send your enquiry to the VKB team at support@vkb-sim.com.au

We respond to most messages within 1 hour and usually the same day - even after hours. Enquiries we receive Fridays after 5pm AEST and throughout the weekend may not be responded to until the next business day. Thank you for your understanding! 

Hardware and software instructions

Please visit the VKB YouTube channel for installation and configuration instructions

Software downloads

Please find calibration software and instructions on the VKB Australia Downloads page

Technical support for Australian, New Zealand and Indian customers

Please sign up to the Discord server 'HOTAS/HOSAS/SIMPIT'
Here you can ask VKB technicians specific questions with hardware setup and issues as well as software configuration. Please allow some time for a VKB technician to respond to your message as they may help other customers in the meantime

Official VKB community forum

Please connect with the VKB community in the official VKB forum
Here you find official announcements, product manuals, technical discussions and much more

We want to get you flying with your VKB products in no time, so please reach out to us because we are here to help! Thank you.

Unfortunately not.

VKB-SIM Australia only supports VKBsim® products purchased at vkb-sim.com.au (as evidenced by the VKB-SIM Australia sales record, invoice, and order number).

If you’ve purchased a VKBsim® product from a third-party reseller, please contact the third-party reseller for any support and questions.

Please note that the North American webstore shows the product prices excluding shipping, import duties and taxes. These costs are displayed at checkout and may be incurred by North American customers at the time of importation.
Therefore, the list price is NOT the final costs payable.

The AU webstore however lists prices for Australian and New Zealand customers including overseas shipping costs, import duties and taxes. The local / regional postage fees are shown during checkout. There are no further costs for Australian and New Zealand customers.

When the actual final costs are compared, then Australian and New Zealand customers incur about the same or sometimes even lesser costs than North American customers.

In addition, Australian and New Zealand customers benefit from a dedicated Australian warehouse which delivers items and replacement parts much faster than if they were shipped from overseas.

VKB-SIM Australia is the sole distributor of VKB products to Australia and New Zealand.

We do not ship to other countries. Please visit the VKB website for a list of international resellers.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit VKB-SIM Australia customer account registration and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@vkb-sim.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is cancelled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@vkb-sim.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place an additional order online.

Shipping times are indicative only and can not be guaranteed as we use third-party providers such as Australia Post and Fedex.
VKB-SIM only uses reputable shipping businesses.

Current and future local and international COVID restrictions may impact shipping services and timelines. We do our best to minimise interruptions for our customers.
Please note we can not guarantee delivery timelines. Thank you for your understanding.

Australian and New Zealand customers have the option to choose their preferred shipping method, time and costs in our store checkout.

Orders to addresses in Australia will generally be delivered within 1 to 4 business days. Customers may choose Regular parcel post or Express Post at checkout.
Products that are in stock will be shipped from our Australian warehouse. Special order items will be shipped from VKB HQ and delivery usually takes 7-10 days.

Orders to New Zealand will be delivered via your preferred shipping method you choose when you perform check out in our store. Shipping timelines are generally between 6 and 12 business days. Please note that orders will be delivered from our Australian warehouse and are subject to international shipping rates and times from Australia to New Zealand.

Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Due to COVID restrictions and impacts on shipping, we can not guarantee delivery timelines. Thank you for your understanding.

We accept the following credit cards: MasterCard, Visa, American Express.

We also accept payment by PayPal, GooglePay and ShopPay. If you decide to use either of these three methods, you’ll be taken to the merchant's website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our VKB-SIM Australia website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

By law we require to charge sales tax (GST) on our products in Australia. However, the prices quoted in our store already include sales tax (GST) so you will not be charged additional costs during checkout.

New Zealand customers will not be charged GST and the adjusted sales price will be shown during checkout.

You can return your item to us, within 14 days after receiving it, as long as the box and its contents are undamaged, unopened, unused and contained in its original packaging with all tags and labels attached.

To exchange a product, simply return the unwanted product to us and make a separate purchase through our webstore.

Please contact our customer service team via support@vkb-sim.com.au. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch via email at support@vkb-sim.com.au and ask for it to be resent to you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@vkb-sim.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return within 14 days after purchase, providing it’s in “as new” condition and in its original packaging with all labels attached. The box must be unopened. Please contact support@vkb-sim.com.au to organise a return for a full refund.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.