We have a 30-day return policy for items that have been unopened or unused. If 30 days have gone by since your item has been delivered, unfortunately we can’t offer you a refund or exchange. If you’d like to return an item within this 30-day window, please reach out to us through Facebook Messenger or by email.
If 30 days have gone by since you made your purchase, we reserve the right to decline any return or refund request. If we do choose to accept a return after 30 days have elapsed, we will charge a 20% restocking fee on the order.
Please note that we do not return shipping costs or any fees incurred when transporting the package (customs, tariffs, etc.). You will be responsible for paying shipping fees to return the product to us. These fees are non-refundable. If we are charged customs fees during delivery, these will be deducted from your refund. The original shipping costs and any fees incurred during its delivery to you (customs, tariffs, etc.) will also not be refunded.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any items that have been used or taken out of its original packaging will not be eligible for return.
We do not accept returns for gift cards. We will not refund returns that are broken or damaged when they arrive back at our warehouse.
We cannot refund items purchased while on sale, that includes discount codes applied to items, and/or to entire orders.
We do not accept returns on build to order consoles that have been played for longer than it takes to test the console. If you wish to return the unit after it arrives, you will be charged a 20% labor and restocking fee.
Once you have notified us of your intent to return an order and provided us with proof of purchase, we will issue you a Return Merchandise Authorization (RMA) code and provide you with the appropriate return address.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10 business days for this to be processed. We will send you a confirmation email once we have issued the refund.
Safely Packaging and Shipping the Return
To make sure the products arrive safely, it’s important to be mindful about how you package the items you want to return. Wrap the items in bubble wrap or ship them in padded boxes. It is your responsibility to safely package the items you want to return. If the items are damaged due to failure to properly pack and ship the products, we reserve the right to cancel the refund or issue a partial refund. If possible, you are welcome to reuse the padding we shipped the items with.
Batteries must be in boxes. We will not issue a refund for batteries shipped in envelopes.
As previously stated, you will be responsible for paying shipping fees to return the product to us.
Late or Missing Refunds
Refunds sent to a credit card usually take 3-5 business days to process. If over a week has elapsed since you received our confirmation email, and you still haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
If the item was shipped directly to the gift recipient, we can issue store credit for the value of the return. Or if the gift giver had the order shipped to themselves to give to you later, we’ll issue a refund to the gift giver and they can inform you about the return.
If all the components of your order are in stock, your order will be prepared within two business days. Once we give your package to the courier, you’ll receive an email confirmation. If you paid for a tracked shipping solution, you’ll also receive a tracking number.
Please note that this estimate does not apply to our built to order consoles, anything that requires trimming, or products on pre-order. Estimated timelines for built to order consoles or plastic trimming (shell, battery door, etc.) are specified on each project page.
Due to restrictions imposed by USPS, batteries going to the United States can only be shipped via ground transportation, which may extend the time it takes for you to receive your order.
Please note that batteries are prohibited from being shipped into Germany. Unfortunately, this situation is out of our control. We're sorry for any inconvenience this may cause.
Tracking Your Package
If you selected a tracked shipping option, you will receive an email confirmation with the tracking number once the order ships out.
Please note that, if you ordered untracked shipping, you will still receive a confirmation once your order has shipped. However, in lieu of a tracking number, you will receive an identification number. This number is used for us to verify that your order has shipped but it does not include any tracking data. To track your shipment, please select a tracked shipping solution at checkout.
If you had the option to select priority or DHL shipping, it does not mean priority handling. We process purchases in the order in which we receive them. We still need those two business days to process, package, and label your order.
We recommend you evaluate whether priority shipping is worth it based on your location and schedule. We are not responsible for any delays on the shipping company’s side.
Taxes, Duties, and Other Fees
Our prices do not include local taxes, duties, brokerage fees, value-added taxes, or any other charge you may receive when your package arrives.
Please consider all fees before placing your order. You will have to pay them once your package arrives. We cannot refund you if you change your mind.
Make sure you know your country’s laws before making a purchase with us. For information specific to your region, contact your local customs office.
It is your responsibility to make arrangements to receive your package. Generally, if you miss your package’s arrival, the courier will bring it to a nearby post office and leave you with a delivery notice card. Please familiarize yourself with your postal service’s rules and regulations.
If you fail to pick up your package within the allotted window, you have two options:
- You can pay for shipping again and we’ll send it back to you.
- We can refund your order with the exception of shipping costs and any additional taxes, duties, customs or miscellaneous transportation fees. If it’s been over 30 days, we will also charge a 20% restocking fee.
Please note that, once a delivery attempt has been made and the package has been deposited at your local postal service, the order is complete on our end. After this point, we can no longer track the package. If your local postal service ships it back to us, we cannot give you an estimated date as we are not given updated information and are unable to track a returned package.
If you would like us to refund you for the products contained in the order that has been shipped back to us or if you would like us to resend the product once it arrives and you have paid for shipping, you are responsible to track down the package and ensure it arrives safely at our facility.
Declined or Direct Return Packages
If you decline your package when it arrives or if it returns to us due to an invalid address or similar issue, we will contact you when the package arrives at our office using the email linked to the order to arrange reshipment. Please note that you are responsible for paying the new shipping fees.
If after three months we do not hear back from you, the order will be considered closed.