Welcome to X-Laser’s Service and Support Center:

Having a problem or need technical support with your X-Laser product? You’re in the right place.

If you don’t see what you are looking for on this page, please contact us! You are welcome to call our technicians at 866-702-7768 ext. 155 during our normal business hours (10 a.m. to 6 p.m. EST Monday through Friday).

You will get the fastest service by e-mailing us at support@x-laser.com or by filling out the simple form below.

Emails to that address and all form submissions are automatically distributed to several people so we can respond as quickly as possible. 

Important note: We are NOT the manufacturer of Laser X laser tag systems. For help with Laser X products, please visit their site.


Product Manuals:

Current products:

For our comprehensive and helpful LaserCube FAQ, click here.

Classic/discontinued products:

Software and Firmware Downloads:

  • XLERATE - Our FREE companion tool for Mercury systems for content management and visualization.  For more information, see our XLERATE Tutorials.
  • Mercury - Firmware update for all Mercury equipped systems

Fixture Profiles:

Most of our products have profiles already included in the console manufacturer's libraries, but you can also download them here. If you need a profile you don't see listed, please email us at support@x-laser.com

Mercury laser control system fixture profiles

Download the appropriate fixture profile for your console below. Click the name of your console to download the profile.

Other helpful guides and documents:

Technical Support and Laser Service:

Lasers are precision instruments that do periodically require internal service to replace old parts. Internal service procedures other than those described below should only be performed at X-Laser’s facility so that each laser can be re-certified to comply with U.S. Federal Laser Product Performance standards. Currently, field service by qualified technicians is only approved for X-Beam 2500, X-Beam 5000, Skywriter Chroma Mini, Skywriter HPX and Mobile Beat MAX projectors.Any other service, maintenance or alignment for any other X-Laser product should be performed ONLY at the X-Laser facility in Laurel, Md. We strongly discourage anyone from attempting to perform service themselves or hiring non-qualified persons to do so because working on lasers safely requires significant training and specialized tools. Attempting to service your laser yourself will likely also void your laser’s warranty. There are no user-serviceable parts inside of an X-Laser product and consequently, X-Laser does not sell replacement parts.

Submit RMA (Return to Manufacturer Authorization) for laser repairs or maintenance:

To submit a new RMA request, first call us at 866-702-7768 and select option 5. After you obtain an RMA number, Click Here. Once you complete and submit the RMA form you will get a PDF popup with shipping and packaging instructions to send your unit to us for repair. There is a $50 fee to evaluate lasers for repairs, which is waived if you authorize us to proceed with repairs on your laser.

X-Laser Warranty information:

All new X-Laser products carry a warranty valid from the date of purchase.

The warranty for all White Label products are valid for six (6) months on laser diodes and one (1) year on the rest of the unit.

The warranty for all Black Label products are valid for one (1) year on laser diodes and two (2) years on the rest of the unit.

If your unit requires service or repair covered by warranty, the original warranty covers both parts and labor for any necessary service or repair.

Refurbished, discontinued or outlet items sold by X-Laser carry a 90-day warranty on the entire unit.

X-Laser Products Return Policy

Factory-sealed X-Laser products may be returned to your dealer in accordance with their return policies. X-Laser accepts factory-sealed products for return with no restocking fee within 30 days of shipping. Used products may be returned for any reason within 30 days of purchase, assuming that they are in excellent condition, with a restocking fee of 15%. This fee is due to FDA requirements that each returned unit has to be fully reconditioned and certified to be in compliance with FDA regulations before it can be resold to another client.

Lasercube / Wicked Lasers Products Return Policy

You may return your LaserCube within 10 days of receiving it for a refund of the cost you paid less shipping and a 10% restocking fee. If you choose to return your LaserCube for an X-Laser branded product, you will receive a full credit towards your X-Laser product.

Non X-Laser Branded Products Return Policy (Avolites, Hazebase, Etherdream, Neon Captain - Radiator)

You may return your Non X-Laser Branded products within 10 days of receiving it for a refund of the cost you paid less shipping and a 10% restocking fee. If you choose to return your Non X-Laser Branded product for an X-Laser branded product, you will receive a full credit towards your X-Laser product.

International Shipments Return Policy for All Products

We do not accept returns from orders shipped outside of the US.