• How do I register an account?
  
  Navigate to the login page page and click Register at the bottom of the screen. Enter in an email and username and verify the reCAPTCHA. You'll receive an email to complete your registration and set your password.

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• I'm not receiving my registration confirmation email.
  
  The email should arrive from no-reply@videogameheaven.com. Allow up to 5 minutes for the email to appear and check your Spam and Junk folders. Be sure to also add the domain "videogameheaven.com" to your Safe Senders List. If the email is still not appearing, then notify us using the contact form below.

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• Why is my email banned from registration?
  
  If we've determined that any account have has violated our Terms, then we may choose to ban the account as well as the email associated with it. Additionally, we ban some email domains that reside outside of North America from registration due to patterns of malicious activity associated them. If you believe your email was banned in error, then please reach out to us through the form below.

If you have an account then you can log in using either your username or email address at the login page. You can also login with your Facebook, Google, Twitter, or Amazon.

• How do I reset my password?
  
  Navigate to the login page and click the Lost Your Password? link below the pink LOG IN button. Enter your username or email address and verify the reCAPTCHA. Once submitted, you will receive an email message with instructions on how to reset your password.
  
  
• I'm not receiving the password reset email.
  
  The email should arrive from no-reply@videogameheaven.com. Allow up to 5 minutes for the email to appear and check your Spam and Junk folders. Be sure to also add the domain "videogameheaven.com" to your Safe Senders List. If the email is still not appearing, then notify us using the contact form below.
  
  
• I can't reset my password because I no longer have access to the email that's associated with my account.
  
  Our login system does not offer alternative security methods (such as SMS texts) to recover passwords. In such cases where you cannot regain access to your registered email, we recommend making a new account. To prevent such scenarios from happening, we recommend linking a social account (see below). You could then login using the social account and change you email in your account settings.
  
  
• I've been blocked after too many failed login attempts.
  
  If you make 10 failed login attempts (regardless of what account being used) or 5 forgot password attempts within a 30-minute window, then your IP address will be blocked for 10 minutes. This feature helps prevent brute force attacks. Some login attempts may be blocked immediately if certain usernames are used. We offer no support when this happens and recommend waiting 10 minutes until you're no longer blocked.
  
  
• How do I link or unlink my social accounts from the website?
  
  Login to your account and head over to your account settings found in the top menu under Account > Details. On the screen you will see colored buttons that will allow you to link accounts as well as unlink any existing linked accounts.

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• How do I delete my account?
  
  Currently we do not offer a way for users to delete accounts themselves as a means to prevent accidental deletion (since once an account is deleted it can not be recovered). If you wish to have your account deleted, then please use the form below requesting deletion with the registered email in the Email field. We will reply and request you to confirm. For security purposes you must reply from the account's registered email for authorization.

If you observe slow page load times be sure to check your internet connectivity first. Try visiting other websites to verify if the speed issues are impacting more than our website. If you have verified that the issue is isolated to our website, then please notify us using the form below.

If you're unable to add an item to the cart, first verify if the following scenarios apply:

• The item is out of stock.
• The item quantity being added exceeds the available quantity.
• Pre-orders have closed on the item.
• The item is being added to the cart while a pre-order is already in the cart or vice versa. *Pre-orders cannot be combined with available items or other pre-orders.

If none of these scenarios apply then please reach out to us using the form below so we can investigate the issue.

If you're seeing items in your cart that you did not add, then first attempt to clear your browser cookies/cache as noted above. If this persists then please notify us using the contact form below.

This topic is under construction. In the meantime you may be able to address your concerns be reviewing our Return & Exchange Policy. You can also check the "Shipping not available" topic below. If you still have issues, then please use the contact form below to reach us.

If you are not offered shipping on an item or all items, then first verify if the following scenarios apply:

• You live outside of the countries we offer shipping to. We only offer shipping to: United States (US), Canada, United States (US) Minor Outlying Islands, and Virgin Islands (US).
• The item is only available for in-store pickup. This is normally noted on the product page.

If these scenarios do not apply to you, then please reach out to us using the contact form below. We do not accept special requests to ship items outside of the countries listed above.

• My credit card keeps getting declined for incorrect billing info.
  
  Our payment system uses AVS (Address Verification Service) with credit card use. You must provide correct billing details associated with the card being used. If you continue to receive issues then contact your cardholder for support.
  
  
• I keep getting a reCAPTCHA expiration message when I try to complete my payment.
  
  The reCAPTCHA box at the bottom of checkout expires 60 seconds after it is checked. We recommend checking this right before submitting your order. If you're paying via PayPal, then this also means you have 60 seconds after you check the box to sign into your PayPal account and authorize payment. You can check the box again and resubmit payment or you can log in to an account to avoid reCAPTCHA. If you find difficulty completing your PayPal payment within 60 seconds, then please create an account.
  
  Note: This issue only impacts guest checkout. reCAPTCHA is not required for any logged-in users.
  
  
• Why am I being charged tax when I live in a state that doesn't charge sales tax?
  
  Since Video Game Heaven & Cool Stuff reside and operate in the state of Virginia, we are required to charge you tax. Virginia is considered an "origin-based" tax state. This means we must charge you Virginia's sales tax regardless of your legal address or the order's destination address.

All order-related emails should arrive from sales@videogameheaven.com. Be sure to check your Junk and Spam folders as well as add the domain "videogameheaven.com" to your Safe Senders List. Please note that tracking details are not sent until we have packaged your order and notified the carrier for pickup. If you're still not seeing these emails, then please send a message to sales@videogameheaven.com with the name and email on the order along with any basic order details.

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If you receive a "Page Not Found" error when browsing our website, then first make sure you've entered the correct URL. Make sure you've also cleared your cookies/cache as instructed at the top of the page first.

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• Product Links
  
  If you navigated to a product page from a link outside of our website (such as social media or Google), then the product may have been removed from our site. If this occurred while clicking a link posted on our website or our Facebook/Instagram shop catalog, then please notify us below.
  
  
• Page Links
  
  You may not have permission to view this page if it is intended for Video Game Heaven & Cool Stuff staff only. The page may also have been moved or removed. If the page was moved we will normally ensure the old URL redirects to the its new location, but you can also try navigating through our website to locate it if this doesn't occur. If this occurred while clicking a link within our website as opposed to an external link (such as social media or Google), then please notify us below.