Are you cancelling or returning/exchanging a purchase? Note: You can only cancel orders that you have not received/picked up yet. Online orders that have been issued a shipping tracking number may not be cancelled - only returned/exchanged.
Is this a pre-order? Is this being shipped or picked up in-store? Note: If you're requesting to cancel an order that's not considered as a pre-order, then this means it was an online order. If this was not a pre-order but was purchased in-store, then go back and select "Return/Exchange" on the first question.
Was this pre-order submitted in-store or online? In-store pre-orders can be cancelled for a full refund at any time.
Has this already been shipped? The easiest way to know is if you've received an email with shipping tracking details.
Has this already been shipped? The easiest way to know is if you've received an email with shipping tracking details.
You cannot cancel an online order once it has been shipped (regardless of whether it's been delivered yet).
Was this purchase submitted online or in-store? Was it shipped to you or picked up in-store? If you picked the order up in-store, then in-store return policies apply to the entire purchase in regards to product eligibility and terms length.
Since it was shipped, do you intend to bring it to a store location to return or ship it back? If you decide to bring the order to a store to perform the return, then in-store return policies apply to the entire purchase in regards to product eligibility and terms length.
Was this online purchase delivered more than 30 days ago? Was this purchased more than 90 days ago? If this was an online order, then day 1 is considered the date it was either delivered by the postal carrier or the day it was picked up in-store.
Is the item considered to be apparel, gift cards, repair services, blind boxes, Gashapons, Gashapon tokens, or digital/download-only products? These product types have exclusions to the policy. Apparel is considered wearable products such as hats, shirts, headbands, face masks, etc. If you're not sure, then you can ask us for help. You can find ways to reach out us
here .
Which of the following items were they? All gift cards/StoreCards are non-refundable.
All blind box product, Gashapon product, and Gashapon tokens are non-refundable and cannot be exchanged regardless of whether they have been opened or not.
All digital and downloadable products cannot be returned or exchanged.
What's the reason for the return/exchange? Select what best describes the issue or purpose.
Please read this answer in its entirety. Compatibility issues are not a "defect" in most cases, however there are circumstances that may deem it eligible for return/exchange. We must determine if the issue is a defect or a result of misrepresentation. • physical media types (e.g. as CD, DVD, DVD dual-layer, Blu-ray, etc.) misrepresentation when there are contradictions or false advertisements (printed or visually implied) on: • official manufacturer/factory packaging or printed documentation included with the item If you believe the item was mispresented or the compatibility issue is an actual defect, then select "Defective" as the reason for the return to better determine its return/exchange eligibility. Our team will assist with determining the defect or misrepresentation during the return/exchange process. If you believe the item is considered to be a compatibility issue, then select "No longer want" as the reason for the return. Your purchase may still be eligible for return/exchange.
Please read this answer in its entirety. • official manufacturer/factory packaging or printed documentation included with the item • printing, labels, and/or descriptions clarify or offer reasonable indication against visual discrepancies present in any images (printed of digitally-displayed) If you believe the item does not match its descriptions/images due to misrepresentation, then select "Defective" as the reason for the return to better determine its return/exchange eligibility. Our team will assist with determining the misrepresentation during the return/exchange process. If you believe the item was not misrepresented, then select "No longer want" as the reason for the return. Your purchase may still be eligible for return/exchange.
Please read this answer in its entirety. • official manufacturer/factory packaging or printed documentation included with the item not considered missing when: • printing, labels, and/or descriptions communicate what is missing or not included If you still believe the item is missing parts/accessories, then select "Defective" as the reason for the return to better determine its return/exchange eligibility. Our team may need to investigate the issue during the return/exchange process. If you believe the item is not missing any parts/accessories, then select "No longer want" as the reason for the return. Your purchase may still be eligible for return/exchange.
How long since it was purchased? If this was an online order, then day 1 is considered the date it was either delivered by the postal carrier or the day it was picked up in-store.
Was the item a video game or movie? Unfortunately your purchase is ineligible for any return or exchange.
Was the item a video game console? Unfortunately your purchase is ineligible for any return or exchange.
Was the video game console new or used/pre-owned? Was the item purchased as new or used/pre-owned? Was the item purchased as new or used/pre-owned? Has the item been opened or had any manufacturer tags/labels removed? If you only removed the price label, then select "No". If the item did not come with any factory-sealed/taped packaging and parts, and all packaging is still present, then select "No" If it did not come with any packaging, then select "No".
Has the item been opened or had any manufacturer tags/labels removed? If you only removed the price label, then select "No". If the item did not come with any factory-sealed/taped packaging and parts, and all packaging is still present, then select "No" If it did not come with any packaging, then select "No".
Has the item been opened or had any manufacturer tags/labels removed? If you only removed the price label, then select "No". If the item did not come with any factory-sealed/taped packaging and parts, and all packaging is still present, then select "No" If it did not come with any packaging, then select "No".
Is the item a video game accessory or a Hyperkin® RetroN console? Video game accessories do not include video games or consoles themselves. If the issue is with a video game accessory that was included with the purchase of a new video game console, then select "No".
Is the item a video game accessory or a Hyperkin® RetroN console? Video game accessories do not include video games or consoles themselves. If the issue is with a video game accessory that was included with the purchase of a new video game console, then select "No".
Unfortunately your purchase is ineligible for any return or exchange.
How long since it was purchased? Unfortunately your purchase is ineligible for any return or exchange.
How long since it was purchased? If this was an online order, then day 1 is considered the date it was either delivered by the postal carrier or the day it was picked up in-store.
Unfortunately your purchase is ineligible for any return or exchange.
Was the item a movie? Unfortunately your purchase is ineligible for any return or exchange.
Was the item a video game? How long since it was purchased? If this was an online order, then day 1 is considered the date it was either delivered by the postal carrier or the day it was picked up in-store.
Unfortunately your purchase is ineligible for any return or exchange.
How long since it was purchased? If this was an online order, then day 1 is considered the date it was either delivered by the postal carrier or the day it was picked up in-store.
Unfortunately your purchase is ineligible for any return or exchange.
You purchase may be returned, however you will be responsible for any shipping costs. Your refund/credit will have 15% restocking fee applied to the price of the item. All opened factory-sealed video games are ineligible for return. Customer-paid shipping costs are not refundable in-store and will only be refunded at our discretion in a case-by-case scenario.
Your purchase may be returned, however you will be responsible for any shipping costs. Your refund/credit will have 25% restocking fee applied to the price of the item. All opened factory-sealed video games are ineligible for return. Customer-paid shipping costs are not refundable in-store and will only be refunded at our discretion in a case-by-case scenario.
You purchase may be returned, however you will be responsible for any shipping costs. Your refund/credit will have 25% restocking fee applied to the price of the item. Customer-paid shipping costs are not refundable in-store and will only be refunded at our discretion in a case-by-case scenario.
Defective product will be replaced with the same item or (at the your 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 you do not opt to credit the purchase towards something else, then you will be given a full refund.
