Shipping and Return Policy
We're proud to offer domestic and international shipping.
If all the components of your order 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. Wait times also apply to products that are sold out at the time of purchase.
All tracked shipments are insured against loss, damage. Stolen packages are not covered by our warranty. UNTRACKED packages are NOT insured.
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.
For reasons of safety, our battery packs are shipped with the power slider in the OFF position. Please remember to turn the battery pack on before powering on your console.
Please note that, as of August 1, batteries are prohibited from being shipped into Germany. Customers who have placed orders for individual batteries and for custom consoles with our battery packs will be contacted for a refund. Unfortunately, this situation is out of our control. We're sorry for any inconvenience this may cause.
Tracking Your Package
If you order a tracked shipping solution, you will receive an email confirmation with the tracking data 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 data, you will receive an invoice 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.
Express shipping does not mean express 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 express shipping is worth it based on the projected times provided during checkout. 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 of arrival since we no longer have eyes on it.
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 for speaking to the appropriate individuals (your local postal service, USPS, customs, etc.) 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 back here using the email linked to the order to arrange reshipment. Please note that you are responsible for paying the new shipping fees.
If, after six months, we do not hear back from you, the order will be considered closed.
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.
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 based on your location.
Once we receive the product and have verified that it’s in good condition, we will refund the cost of the item(s). Credit will be applied to your credit card or PayPal account, depending on which method you used to make the payment. We will send you a confirmation email once we have issued the refund.
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.
If you’re shipping items over $75, please consider purchasing shipping insurance or opting for a tracked shipping service to ensure the item arrives safely.
RMA codes are valid for a period of 30 days upon being issued. If you do not ship the return within that 30-day window, the RMA code will be rendered void and you will have to reach out to our customer support team for a new one. Please note that orders returned after 30 days will be subject to a restocking fee.
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 ensure that the items are carefully packaged. If possible, you are welcome to reuse the padding we shipped the items with.
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.
Batteries must be in boxes. We will not issue a refund for batteries shipped in envelopes.
If you’re shipping with USPS, you can use a SMALL FLAT RATE PRIORITY MAIL BOX, which costs $7.50 and includes a free box as opposed to $8 priority mail in an envelope.
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.
Build to Order Consoles
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.
If the item is damaged or if parts are missing when the product arrives back at our warehouse, we may offer a partial refund. Any item returned over 30 days after purchase will be subject to a 20% restocking fee.
Late or Missing Refunds
Refunds sent to a credit card take 3-5 business days to process. If over a week has elapsed since you received our confirmation email, please contact your bank or credit card company to check whether the refund has been posted.
If you still do not receive your refund and your bank or credit card company is unable to assist you, please contact us by email.
If the item was marked as a gift during purchase and then shipped directly to you, we can issue store credit for the value of your return. If the item wasn’t marked as a gift 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.