Return & Exchange Request | Video Game Heaven & Cool Stuff

How was this originally purchased?*

Online
In-store

This request form is for submitting return/exchange requests for online purchases only. In-store purchases must be brought back to any of our store locations for further assistance.

How was it being delivered/picked up?*

Shipping
In-store pickup

Has it already been picked up from the store?*

Yes
No

Your request will need to be handled in-store since you've already picked up your order. Head to any of our store locations with your receipt (your email order confirmation) for assistance and our staff will be ready to assist you further.

Type of Request?*

Return or Exchange
Cancellation

Cancellations can only be requested if you have not picked up your order or your shipped order has not been shipped/delivered to you already.

Is this a pre-order?*

Yes
No

Reason:*

Let us know the reason for your request.

Reason:*

Let us know the reason for your request.

Reason:*

Let us know the reason for your request.

Other Reason:*

Briefly indicate your reason. This helps us understand how we may need to address your request.

As a reminder, required deposits on pre-orders are non-refundable when requesting cancellation after the pre-order close date*. This is covered on product page and notated in our return & exchange policy. If this pre-order is being cancelled before the close date, then a full refund will be issued.*Deposits are refunded after the close date when a cancel/return request is submitted 180 days (6 months) after the estimated release date.

We understand that waiting from an item to arrive isn't fun. If you'd like to avoid backordered items, just check for the highlighted message "usually ships in 2 to 3 weeks" found on the product page. This will also be notated in your cart and at checkout. In less common cases we may discover an item is backordered even though it didn't indicate this on the site. We will always communicate this to you when this happens.

In most cases we can edit and change anything on your order without the need to cancel! You can reply to your order confirmation email requesting what you'd like to change. If you'd still like to use this form be sure to notate in the Additional Details field what you'd like to change. Some changes may required validation (such as a confirmation reply from the customer email on the order).

A lot of products we offer for pre-order don't have defined releases - just approximations. Sometimes you may see your pre-order available and in-stock somewhere else before we have notified you it has arrived. Please reach out to us first so we can see if this appears to be inbound. Also bear into mind that some product released overseas will become available there before it reaches the US. Ensure the item is legit and licensed beforehand too (as all our stuff is guaranteed to be official product). Shipping from overseas may also prove to be costly. Anything with a defined release date - such as a video game - is always a global change. This means everyone is impacted by it.

Your Email:*

Order #:*

This can be found in nearly any email you've received about this order as well as on your invoice.

Items:*

List all the items in this order you wish to return/exchange. Click the "+" button to add a new line. If the order had only one item or you wish to return/exchange all items in the order, then you may enter "ALL" into the field.

Images:

Drop files here or

Max. file size: 10 MB.

If the product appeared damaged or defective then you may provide images here. This is usually helpful with us approving your request.

Additional Details:

Optional: Feel free to provide us any additional details or notes here.

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Online Order Return & Cancel Request

Before submitting your request