Return & Exchange Policy
Last updated February 14, 2021
If you’re looking to return or exchange your in-store purchase or online order due to an issue, then we're here to help! Due to the product variety carried online and within each store location, there are different return and exchange policies that may apply based on the type of product you purchased as well as where you made the purchase. Video Game Heaven does not take title to returned items until the item arrives at our warehouse or is returned in-person at any physical brick-and-mortar location during operating hours. At our discretion, a refund may be issued without requiring a return. In this situation, Video Game Heaven does not take title to the refunded item. We ask that you take the time to review our policy before making any online purchases and before you begin the process on how to get us involved with addressing your issue. Please read thoroughly.
Once you've determined your order and product eligibility, you may proceed with bringing your return to any of our store locations found here. If your purchase was made in-store or was an online order for store pickup that you've already picked up, then you must bring the return back to any a store. All other online purchases may submit a request via the form found in the link below.
We make every effort to display as accurately as possible the colors, features, specifications, and details of the products available on the each product listing on the https://videogameheaven.com website as well as in each store location. However, we do not guarantee that the colors, features, specifications, and details of the products will be accurate, complete, reliable, current, or free of other errors, and your electronic display may not accurately reflect the actual colors and details of the products. We do not take responsibility for intentional or unintentional misrepresentation of any product shared anywhere outside of our store locations, online shop, social media, or any other form of communication in which can be confirmed as Video Game Heaven, Inc. We will not be held responsible for any details published or shared by any user other than Video Game Heaven or Cool Stuff on any digital platform. If you determine inaccuracies with any product descriptions we have published before your order has shipped, you may have a chance to cancel your order. Please read further on how to cancel unshipped orders. If you receive a product that is not as described, your sole remedy is to return it in unused condition.
We will not be held responsible for any compatibility issues existent within any product purchased, published, or shared unless the issue is specifically contradicting of any official printing on the factory packaging or contradicting of published content made on product listings by us. Compatibility issues most commonly occur with electronic equipment, accessories, and media. Incompatibilities may consist of but are not limited to:
Additionally, our brick and mortar retail locations carry many used products spanning multiple generations. Due to the change and evolution in technology over the decades, it is your responsibility to be aware of what your purchase is currently compatible with. Please make yourself familiar with the proper accessories and equipment needed to support or enhance the use with any used product beforehand.
All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If your credit card or any other form of payment has already been charged for the purchase and your order is canceled, your payment method will be refunded in the amount of the charge.
In the event that an item is ordered that was incorrectly listed as available, we shall have the right to refuse or cancel any orders placed for product listed with the incorrect availability. If your credit card or any other form of payment has already been charged for the purchase and your order is canceled, your payment method will be refunded in the amount of the charge.
In the event that you have paid and received the item and determine you may have been charged an incorrect price, we shall solely decide at our discretion the accuracy and validity of the claim in order to determine how to proceed. If the purchase was made in-store, then you should first contact the store location by phone to determine how to proceed. You may be asked bring the item and receipt back to the store location is was purchase at in order to resolve the dispute. If the purchase was made online, then please submit a request here with "Does not match description on listing" for the reason.
Video Game Heaven, Inc. reserves the right to refuse cancellation requests of any order or pre-order once payment has been processed.
Video Game Heaven offers a flexible cancellation policy to give you as much opportunity as possible to submit a cancel request before an order ships. All of this can be done by logging into the account you made the purchase under and navigating to https://videogameheaven.com/account/orders/. Select the “Cancel” button that can be found next to the order if it's still eligible for cancellation. Your order status will change to Cancel Request status. Cancellation and refunding is not instant. Our staff will have to manually cancel and refund the order. Any cancellation requests placed over the weekend may not be reviewed until the following business day. You should receive an automated email once your cancel request has been accepted and the order refunded. Any refunds may take 2 to 3 business days to reflect.
Please note that we reserve the right to deny any cancel requests. Also note that due to unexpected delays with the website posting an accurate order status, it may be possible that your item has already been processed and shipped. If your cancel request is denied, you will receive an automated email with details.
Any orders that have been shipped or completed cannot be canceled and will have to follow policies regarding the return process.
Troubleshooting tip #1: In the event that you just completed the order, you may see your payment is still processing. You may need to wait 1 to 2 minutes and refresh your orders screen to see the option to cancel.
Troubleshooting tip #2: If you submitted a cancel request and it still appears to be stuck in a Cancel Request status and/or you have not seen a refund after 3 business days, then please submit a request here with "Does not match description on listing" for the reason.
Most pre-orders may be canceled at any time before the release date of the pre-ordered item. If you placed the pre-order in-store, then simply visit the store location you placed the pre-order at, and we will refund the deposited amount to your used form of payment. If you placed the pre-order online, then this can be done by logging into the account you made the purchase under and navigating to https://videogameheaven.com/account/pre-orders/. Any visible pre-orders here that show an Active status can be requested for cancellation.
To submit a pre-order cancel request, please submit a request here with "Pre-order cancellation" for the reason.
Any cancellation requests placed over the weekend may not be reviewed until the following business day. You should receive an automated email once your cancel request has been accepted and the order refunded. Any refunds may take 2 to 3 business days to reflect.
Please note that pre-order cancellation requests may be denied. Although not guaranteed, the following are typical scenarios in which your pre-order may be denied:
Video Game Heaven may require deposits for pre-orders or special orders of specific products. The deposit amount will vary from item to item, but will be noted on each listing before checkout. These deposits are non-refundable if the pre-order is canceled after the close date even if Video Game Heaven approves the cancellation of the order on behalf of the customer's request. This date is noted on the product listing.
If the product requires a deposit, but was optionally paid in full, then the difference between the paid amount (including any shipping costs) and the deposit will be refunded to the method of payment used. To submit a cancel request for a pre-order, please follow the instructions above under the "PRE-ORDERS" section. To submit a cancel request for a special order, please follow the instructions above under the "ORDERS" section.
A full refund is normally not an option when returning or exchanging any eligible purchases. In most cases, if the item is defective we will replace the product or provide store credit. In-store and online purchases fall under different restrictions. Exclusions apply to video games, movies, digital/downloadable product, pre-orders, and gift cards. Please read further to confirm specific product eligibility.
Terms begin at the date of purchase indicated on the receipt. The purchase receipt is required and must be presented when bringing any item back for return or exchange. To begin the process, bring the item(s) back to any of our store locations. If item is not defective, a store credit will be issued only. If defective, then the product will be replaced with the same item or we can offer in-store credit as an option if the same item is not available. In some cases, the store staff may test or confirm any claims that the product is defective. If the item is confirmed or believed to be defective, and there is no suitable replacement or store credit is not opted, then a refund will be processed. If the item is not defective then in-store credit will be issued to the customer. Exclusions apply to video games, movies, digital/downloadable product, pre-orders, and gift cards. Please read further to confirm specific product eligibility.
Terms begin at the date of product delivery.
If the product is returned in-person to a store location, then the product will have in-store return and exchange policies apply with exception to the terms start date. Additionally, you must show your online purchase receipt (printed or displayed on your mobile device).
If the product is returned via shipping, then the following policies apply. If the item is not defective, the customer will be responsible for the expense of all return shipping costs. Defective product will be replaced with the same item or (at the customer's discretion) credited towards something else. If the item is credited towards something of lesser value, then the difference will be refunded. If we cannot replace the item with something identical and the customer does not opt to credit the purchase towards something else, then they will be given a full refund. If the item is not defective, then it may not be eligible or may be subject to a restocking fee (please read further below for details). To begin the process, please submit a request here. In some cases we may follow-up to request a picture of the item or images of the issue being experienced. In the event that we determine the item is eligible under the return and exchange policy, we will provide further instructions on how to proceed. Exclusions apply to video games, movies, digital/downloadable product, pre-orders, and gift cards. Please read further to confirm specific product eligibility.
Terms begin at the date of pickup.
If the order has been picked up, then the product(s) must be returned to any of our store locations and will abide to all policies (except the terms start date) listed under the In-Store Purchases section above.
If the order has not been picked up yet, then you may submit a request here or proceed to the store pickup location. If it is not picked up within 30 days of the initial "ready for pickup" notification, then the order will canceled and the payment refunded. If the order has a deposit then the paid difference will be refunded (as explained in the Deposits section above).
Exclusions apply to video games, movies, digital/downloadable product, pre-orders, and gift cards. Please read further to confirm specific product eligibility.
A pre-order is considered "completed" if any of the following apply:
If you received a pre-ordered item, then we reserve the right to deny any return or exchange unless the item is deemed defective. Please review the "Product Descriptions" section above if you have any disputes to the accuracy of the product received. To help avoid issues with being unable to return a pre-order, we recommend you cancel the pre-order before receiving it. You can review "Pre-Orders" section under the Cancellation Policy above for more details.
A defective product in the case of this policy can most commonly be referred to as a product with a manufacturer defect. This type of defect involves a part or product that was not made according to the original design and possesses some abnormality. This even includes (but is not solely limited to) a missing part or piece not provided on the product or within the packaging. Please refer to exclusions that may apply as listed in the Product Descriptions and Product Compatibility sections under the Terms & Conditions above.
Any in-store or online purchase made between the Monday preceding Thanksgiving and the end of Christmas Eve will have the first day of the return/exchange policy begin on the Christmas Day (December 25th) of that respective calendar year. If an online purchase is delivered after Christmas Day, then the date of delivery is determined as the first day.
"New product" is defined as any product that is in the condition provided by the manufacturer. In some cases this may be alternatively referred to as "new-in-box" or NIB for short. This includes any exterior and/or interior boxing or packaging that may or may not be shrink wrapped. This may also include but is not limited to any stickers, and labels on the product packaging or product itself. If any of the manufacturer-provided packaging has been opened, removed, or altered in any way, then the product is considered "opened". In many cases Video Game Heaven & Cool Stuff will consider opened products as "used". Exceptions may sometimes apply to this such as a store selling the display model of a new figure with its box and contents since it was the only one remaining. You can determine if the product was purchased as new by looking at your receipt or invoice. A new product will be listed/printed normally as its product name whereas used product will have "(USED)" or some other prefix in the product name.
"Used product" is defined as any product that is no longer considered new or new-in-box as described in the New Product section above. Used product may or may not include packaging that was provided by the manufacturer. You can determine if the product was purchased as new by looking at your receipt or invoice. A used product will have "(USED)" or some other prefix listed in the product name.
All digital or downloadable products are non-refundable and cannot be exchanged. Digital or downloadable products include, but are not limited to, the following: