Terrible Winwing Shipping / Sales Support

User Support Hub Hardware & Peripherals
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Hi All,

I’m looking for any advice from other members about how to either try and progress this issue, or perhaps reallign my expectations.

I’ve got a number of Winwing products, and in late October ordered the URSA MINOR 32 Throttle Metal / 32 PAC Metal for shipping to Australia.

  • At the time of ordering it was showing an ETA of 13 November.
  • On the 20th of November they asked me to pay which I did.
  • Nothing has happened….The item has been showing as “packing” for several weeks.

I’ve spoken to their customer service people a number of times, and asked for an explanation as to where it might be or when I might see it, but each time I get the same cut and pasted reply (you can tell because of the same spelling errors) indicating that “Delivery is busy”. I no longer have an option to refund.

Does anybody have any advice on how to expedite this process, or has anybody had to wait more than a month from the time of payment to the time of actual shipping? I thought once they took they payment the item was good to go?

2

I have always had exceptional service from Winwing. Sorry you are having problems.

1 Like
3

Hey friend, I’m going through something similar with the 320 throttle body. I paid for it on December 2nd because they emailed me saying it was available, and since then my product is still in packing. I wrote to them and they told me it’s because the shipping operators are full. I’ve been waiting for a week and a half now! Honestly, I’m having a bad experience with them.

4

Indeed. Chatting again to their online “support” today and again got told “Delivery is busy”.

I wouldn’t mind so much if they hadn’t taken my money knowing full well they couldn’t deliver the product. I know it will come eventually, but reading various forums I see people who ordered on release day still don’t have their throttle… Whilst I like the products and they’re priced really well for what you get, the logistical and support sides of the company need to given a serious overhaul.

5

Had a similar experience with their autobrake and landing gear panels. Took two weeks for them to ship after the payment was made. Took two weeks but to be fair I did order from China and not from the US because it was in the US yet. It is bothersome that they charge and then sit on the merchandise for weeks at a time though. I did order the throttle combo from the US store and I’m hoping it doesn’t take as long. It’s been three business days so far since I ordered.

6

I’m now up to a month since I paid and am yet to hear anything from them. Their customer service is attricious, almost as bad as their logistics.

My previous transactions have been fine, but those have been items that are clearly established and in stock. I get the impression they’re just in over their heads with the demand for the most recent products.

7

Another week goes by and other week of emails that are not replied to or ignored. Below are a list of the outcomes of my “chat” with their online support:

“Dear customer: As we have received bulk of orders recently, and carrier’s daily delivery limit might postpone your goods transportation. Anyway, we’ll arrange all deliveries as per the purchase order. Thank you for your patience.”

25-Nov: “Dear customer, it hasn’t shipped due to carrier’s daily delivery limit might, sorry.”

28-Nov: “Dear customer, sorry for inconvenience, let me expedite shipment for you”

02-Dec: “Dear customer: As we have received bulk of orders recently, and carrier’s daily delivery limit might postpone your goods transportation. Anyway, we’ll arrange all deliveries as per the purchase order. Thank you for your patience.”

06-Dec: “Dear customer: As we have received bulk of orders recently, and carrier’s daily delivery limit might postpone your goods transportation. Anyway, we’ll arrange all deliveries as per the purchase order. Thank you for your patience.”

08-Dec: “Sorry to keep you waiting, we will follow on it”

11-Dec: “Sorry for that, we have contacted them again”

15-Dec: “Sorry for your waiting, we have urged carriers many times for their shipping limit of bulk of orders recently, we will keep urging them to ship them out.”

17-Dec: “As we have received bulk of orders recently, and carrier’s daily delivery limit might postpone your goods transportation. We will keep urging them to ship them out.”

I know they make good products (I’ve got a bunch of them) but the logistical and customer service side of the business need an overhaul. I wouldn’t mind as much if they hadn’t asked me to pay for the items a month ago and still show no sign of actually shipping them.

“Sorry to keep you waiting, we will follow on it”

“Sorry for that, we have contacted them again”

“Sorry for your waiting, we have urged carriers many times for their shipping limit of bulk of orders recently, we will keep urging them to ship them out.”

“As we have received bulk of orders recently, and carrier’s daily delivery limit might postpone your goods transportation. We will keep urging them to ship them out.”

“We are sorry for any trouble. We are unable to check the shipping queue.”

“Sorry, carrier didn’t feedback shipping time, sorry for waiting.”

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Compared to your wait time now I don’t feel half as bad with my order now! I’m UK based and ordered 1st November but only got a request for payment 12th December. After taking my money, mines just been sitting in “Shipping in Progress - Wait for Shipping” since.

Apparently things should ship within 3-5 business days after payment according to their online CS, but after that have got all the same template responses as you did.

All of my other recent orders and pre-orders have went through very quickly including the Autobrake and ECAM through Global Shipping, this UK one just seems to be stalled.

There doesn’t seem to be much I can do other than their “be patient”, as my only other options are requesting a refund/initiating a chargeback which will take ages, and then joining the back of the queue for it to sell out once stock returns and go through the same grief again.

They’ve got a great graphic/web designer and social media engagement that makes them seem much more advanced than they are. Their retail operation just hasn’t scaled up to match the demand for their products. I’m travelling out to China and other Asian countries soon so was hoping to go straight to source and pick things up, but I can’t seem to locate them in any physical or 3rd party retailers even out there. I think I’ve just got to face reality and accept that I can’t expect the same level of service as established players like Turtlebeach or Thrustmaster, where I can go to any high street store or Amazon and find their products.

Local country orders here in the UK seem to be handled by some random warehouse that carries out fulfilment for loads of different small companies. I think for anything “in demand” in the future I’ll be going to Global Store rather than trying the local websites. At least I’ll be dealing with Winwing direct, rather than relying on a guy google translating and sending template responses from China who hasn’t got a scooby or control over another company sending stuff out in the UK.

Only pray I get this thing before Chinese New Year at this rate…

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I think you’re right in your observations about their operation. I had the impression that they were fairly well established and robust, based largely on my previous experience and talking to Tony at their booth at FSExpo. Unfortunately it seems once you scratch the surface their operation isn’t quite at the level we see from other manufacturers.

A shame because I’ve been quite pleased with the products received so far.

10

Shipping and processing times seem to vary quite a bit based on what item(s) you order, from which warehouse/store site you order, and if those items are actually in stock in your region or not.

I’ve ordered two items, both from the US store. A PFP 7 (Boeing 777 style CDU box) back in early May; and a PAP 3 Mag (magnetic switch Boeing 737 style MCP) about 2 weeks ago. Both devices shipped within a few days, and I had them in my hands within two weeks. In fact, for the PAP 3 Mag I ordered in 10 December and had it in my hands by early afternoon on 17 December.

Something I just heard about today that has obviously been going on in the background for some time is that the company appears to be undergoing a complete rebranding. Their US website now redirects and has a new company name:

WINCTRL

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For what it’s worth, I did log into this site with my old Winwing store credentials and my two prior orders are shown correctly.

It’s possible this internal rebranding and reorganization has caused or contributed to some of the delays people have experienced in certain regions.

11

I agree it depends on what you order - Older items that are in stock somewhere get shipped reasonbly quikcly.

That said, there are countless reddit posts, facebooks posts and posts in other forums now about people who’ve ordered the Airbus throttles/flap/parking brake combo or the landing gear item who’ve been waiting for months after payment.

It appears they (WINCTRL / WINWING) have significant issues with the delivery of the new stock items and the Christmas / NY period doesn’t help…. but they need to be more transparent about their delivery times to set consumer expectations. And their support is an absolute joke.

12

Got this nonsense email through.. a lot of work and wait for me to get £3.17 off a next purchase with them.

Dear WINCTRL Customer,

Due to multiple force majeure factors including regional strikes, system failures at overseas service providers, and intensified customs inspections, unexpected disruptions have occurred across the logistics chain. As a result, some orders placed during our year-end promotion were unable to ship as originally scheduled. We sincerely apologize for the inconvenience caused by this delay.

Shipping Status Update

We are making every effort to restore normal logistics operations. The current estimated shipping timeline is as follows:

- The majority of affected orders are expected to ship by January 7, 2026, 00:00 (UTC+8)

- A small number of orders are expected to ship within approximately 7 business days after January 7, 2026, 00:00 (UTC+8)

Exclusive Compensation Program

As a token of appreciation for your patience and trust, we will provide tiered, exclusive compensation coupons based on the actual shipping time of your order. Details and important notes are outlined below:

I. Compensation Coupon Details

Eligibility:

Applicable only to affected orders paid in full before December 24, 2025, 00:00 (UTC+8)

- Orders shipped by January 7, 2026, 00:00 (UTC+8): A USD 5 coupon, redeemable on a future purchase

- Orders shipped approximately 7 business days after January 7, 2026: A USD 10 coupon, redeemable on a future purchase

II. Important Notes

1. How to Claim

Please retain this email or a screenshot of your chat record as proof. After completing your next purchase and confirming delivery, contact our customer support team to apply for the coupon.

2. Coupon Redemption Method

The compensation amount will be refunded via the original payment method after the subsequent order is confirmed as delivered.

3. Eligibility Verification

Compensation eligibility will be verified based on internal order records and your communication history with customer support.

4. Order Cancellation Option

If you prefer not to wait, you may request an immediate full refund. Customers choosing this option will receive priority shipping on their next order (please notify customer support in advance).

  1. Time & Currency Notes

Refund processing will begin once the new order is marked as “Delivered”. For non-USD sites, the compensation amount will be converted into local currency based on the real-time exchange rate on the redemption date.

Thank you sincerely for your understanding and continued support. We are actively optimizing our logistics systems to deliver a more reliable service experience.

Wishing you smooth and enjoyable flights,

WINCTRL Team

1 Like
13

As the tittle states, winwing has a complete lack of transparency. There is tons of people having issues with winwing charging them for items to then be forced to wait months to have their items shipped. I am personally experiencing this with two items I purchased from the US store, they charged me and it’s a month now since that charge was applied to my PayPal. I just want to bring some awareness to the community because I have a feeling that this company is charging people for items that haven’t even been produced and that’s why the shipping times are so horrible.

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Moderator Edit:

In the interests of keeping the peace and providing useful information to the User Community, MSFS Forum Staff have allowed this post to remain even though it technically violates the “No Technical Support or Voice of the Customer Feedback” SOP that exists throughout the Official Forums. This will be the first and last time this is allowed for WinWing.

Please do not question this post or update by replying in the forum. Contact WINWING directly for any concerns regarding current or future orders, or general feedback using their support channels.

US Customers: WINCTRL

All other regions will presumably be redirected correctly upon entering this site: https://winwingsim.com via geolocation of browser and IP address.

Again - DO NOT REPLY to this post - use the above links to inquire about orders and/or feedback that you wish the manufacturer to receive.

**

Dear Community,

We sincerely apologize for the recent disruption and the frustration it has caused regarding your delayed orders. We have carefully reviewed your feedback and would like to provide a clear and transparent explanation of the situation.

At present, the delays are primarily affecting orders that include our new arrivals, specifically the URSA MINOR 32 Throttle Metal, 32 PAC Metal, 32 ECAM, 3M PDC, and 3N PDC.

Unfortunately, we have been impacted by a combination of factors, including regional labor strikes, stricter customs inspections, holiday-related manpower shortages, and website issues that are currently being addressed. As a result, some orders could not be shipped according to the original schedule, leading to confusion and an unsatisfactory experience. We sincerely regret this.

Please rest assured that this is a temporary situation. We have already contacted affected customers via email with an Order Update and Exclusive Compensation Program. If your order includes any of the items mentioned above, please check your inbox for details.

This situation was never our intention. For order cancellations or refunds, our customer support team will assist you directly and process your request as quickly as possible. Please contact them with your order number. If you place a new order in the future, mentioning this delayed order will allow us to prioritize your shipment.

Our team is working diligently to resolve these issues and deliver your products as quickly as possible. We truly appreciate your understanding, patience, and continued support during this time.

3 Likes
15

I’m in Europe and received my PAP3 MAG within 5 days. However, their software and support could use improvement.

16

Europe too, received PFP 3N in 5 working days. No complaints.

17

I can’t order any of their airbus products anymore because I live in the US, and Amazon took off the a320 autopilot option, so I’m never going to be able to get the Boeing autopilot, a320 autopilot or any of the Boeing/airbus fmc’s :frowning:

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The issue isn’t with the products they’ve had out for ages - there appear to be plenty of those in various warehouses around the world. The problem is with the products they’ve released in the past 6 months like the 32AGP / ECAM and the URSA MINOR 32 / 32 PAC Metal.

19

Yeah i know but the problem clearly isn’t the shipping itself.

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Why can’t you order from the Winwing/WINCTRL US store directly? I’m in the US and ordered a PAP3 MAG panel on December 10 and had it in my hands 7 days later.