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Our Response to COVID-19

To all of our valued customers and guests,

As of May 18th we are returning to our normal operating hours for all locations.

The following rules are still in effect in our store and will be enforced:

  • Standard social distancing practices: please maintain an appropriate distance from others when at all possible. Don't hover over the same products as someone else. Take turns. Communicate. Be aware of your surroundings.
  • Each store has a "customer limit". Although The limit has been raised to 50% capacity by the state, we still are not allowing more than 10 guests in store at a time based on location and available sqft on the sales floor. This means that some locations may have limits smaller than 10. This will be posted on the door. If you walk in the store and we are at capacity, we will politely ask you to wait outside. You'll likely wait no longer than 5 minutes.
  • Masks are highly encouraged but not required. 
  • No unaccompanied minors will be allowed in the store.
  • No large groups. This means that if a family or a single person is intending to do shopping in the store and the others in the group are just "tagging along", then the extra party members should wait outside. This requirement is for obvious reasons that should require no explanation.
  • Children must be overseen and not touch product.
  • Any observation of individuals not abiding to these rules will be warned or even asked to leave.

How can you help ensure your shopping experience is safe for yourself and the staff?

  • Call ahead if you know what you want. If you're looking for a specific item, we can find it for you over the phone. Save yourself the trip and unnecessary overexposure.
  • Leave the tag-a-longs in the car or at home. Out-and-about with others? That's fine. Just leave the ones not doing the shopping outside of the store.
  • Be hygienic and clean. This should be a given, but unfortunately we encounter those who still need to be reminded. Make sure you're washing your hands often where possible. Hand sanitizer helps, but remember that it is not a replacement for thorough hand washing.
  • Trading in? Please clean it first before bringing it in. While we take responsibility for deep cleaning any items you may be selling or trading, do us a favor: wipe any excessive dirt or unidentifiable substances off the surfaces of us ahead of time. We'd super appreciate it!

 

Give us a follow on our social media to stay in the loop with an changes in hours or operations!

Video Game Heaven + Cool Stuff


Thank you for your support. We look forward to seeing everyone in the future!

FAQs

Will the stores remain open from now on?

This is currently TBD. Due to the dynamic nature of this pandemic we will be monitoring conditions daily. We will continually abide to all executive ordinances and regulations that dictate the means in which we can legally operate. Should we choose to close again (whether voluntary or not), we will make a public announcement.

How will exchanges on purchased items be handled since the stores were closed?

If you bought something that has an issue, then be rest assured that we will address your concerns. Since different products have different guarantees and warranties, we will address each issue appropriately while considering leniency on the time window of the policies due to our previous closure. Please be sure to bring your receipt with you.

Will you be offering repair services at the moment?

As of the moment, all repair services are available again. You can call any store or reach out to the repair department thru the contact info available on the Repairs page (link is on the menu at the top of the page). Thank you for your understanding.

What if a completed repair was not picked up before close?

If you were unable to pick up a completed repair before we closed, then just head to the location it is waiting at. It'll still be there.

Can a refund be issued for preorders in case they cannot be fulfilled or picked up?

Absolutely. Just head to the store you placed the preorder at and we will be more than happy to refund you. At the moment we can only offer a preorder refund in-person. If you're currently unable (or uncomfortable) making it to the store at this time, then you can still come in at any point in the future. Your eligibility for a preorder refund never expires.

What if the concern wasn't addressed in these FAQs?

We would politely request you to send your inquiries to us directly by using the Contact Us link at the bottom of this webpage.

Video Game Heaven
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